Return & Refund Policy
Handler Mobility is committed to providing a smooth and reliable shopping experience. This policy outlines your rights and responsibilities regarding returns, exchanges, and refunds.
1. Return Window
You may request a return of eligible products within 14 days of receiving your order. The return request must be submitted through our online contact portal.
2. Condition of Returned Items
To qualify for a return or exchange, items must:
- Be in their original packaging
- Be unused and in the same condition as delivered
- Include all accessories, manuals, and documentation
Note: Opened e-bikes, scooters, or parts cannot be returned simply because of a change of mind if they do not meet these conditions.
3. Return Shipping
- Customer-initiated returns: Customers are responsible for return shipping costs.
- Manufacturer defect or damaged items: Most return shipping costs are the responsibility of the customer. However, if you believe shipping costs should not be borne by you — such as in cases of damage, with supporting proof — we will review your request and proceed accordingly
International customers may return items, but all shipping and customs fees for standard returns are the responsibility of the customer unless the product is defective.
4. Refunds
Refunds will be issued to the original payment method once the returned product has been received and inspected.
Refunds may take up to 7–14 business days to appear in your account, depending on your payment provider.
5. Exchanges
Exchanges are permitted for products that meet the return conditions. Customers are responsible for exchange shipping fees, except in cases of manufacturer defects.
Exchanges for e-bike or scooter model or color changes can only be requested before shipment.
6. Non-Returnable Items
Certain products are not eligible for return or exchange, including:
- Customized or personalized items
- Consumables (e.g., batteries, tires, brake pads, grips, cables)
- Clearance or “Final Sale” items
- Items damaged due to misuse, accident, or unauthorized modification
7. Defective or Damaged Products
If your product is defective or damaged, returns and remedies are handled through our Manufacturer Warranty Policy. Customers should contact Handler Mobility immediately to report the issue and follow the warranty claims process.
8. How to Initiate a Return or Exchange
To initiate a return or exchange, please:
- Contact Handler Mobility via our Contact Portal
- Provide your order number and proof of purchase
- Describe the reason for the return or exchange
Once approved, you will receive instructions on how to ship your item back.
9. Limitation of Liability
Handler Mobility is not responsible for lost or damaged items during return shipping unless the item is covered under manufacturer defect.
Consumer protection note: This policy does not affect your statutory rights under UK, EU, or US law.
10. Policy Updates
Handler Mobility reserves the right to update or amend this policy at any time. The version in effect at the time of purchase applies.
HANDLER MOBILITY