Return＆Refund Policy

Last Updated: September 3, 2026

At Ladyroad, we want every customer to shop with confidence. Mobility scooters are large, high-value products that require careful packing, freight handling, inspection, and quality control. For this reason, our Return, Exchange, and Refund processes are designed to be clear, fair, and transparent.

Please read this policy carefully before placing your order.

1. RETURN POLICY

Ladyroad accepts standard return requests within 30 days from the date of delivery.

Return Eligibility Requirements

To be eligible for a standard return, the product must be:

Unused and undriven outdoors.
Clean, undamaged, and in resalable condition.
Free from scratches, scuffs, dirt, odor, stains, or tire wear.
Returned with all original packaging (Original box, original pallet or freight packaging, foam inserts).
Returned with all original components (Charger, battery, keys, user manual, tool kit, and any accessories).

Items That Cannot Be Returned

For safety, quality, and logistics reasons, we do not accept returns for:

Mobility scooters that have been used outdoors or show any signs of use.
Products missing original packaging or required components.
Spare batteries or chargers (unless defective upon arrival).
Accessories that have been opened, installed, used, or damaged.
Clearance, final sale, or custom products (if marked as such at purchase).
Products modified, repaired, or altered without Ladyroad authorization.

Return Shipping & Restocking Fee

For returns caused by customer reasons (e.g., change of mind, ordering the wrong model, personal preference):

Return Shipping Cost: The customer is fully responsible for arranging and paying for the return freight shipping to our specified return center.
Restocking Fee: A 15% restocking fee will be deducted from your final refund to cover inspection, handling, repacking, and warehouse labor for large mobility equipment. Original shipping/freight charges are non-refundable.

2. EXCHANGE POLICY (How to Exchange an Item)

To make things clear for our customers, our exchange policy depends on the reason for the exchange:

A. Exchanges for Change of Mind (Not Supported Directly)

If you ordered the wrong model, color, or simply want a different scooter, we do not process direct exchanges.

What you need to do: You must return the original item following our Return Policy above (which includes a 15% restocking fee and customer-paid return shipping). Once the return is authorized, you can place a brand-new, separate order for the correct item at any time.

B. Exchanges for Damaged, Defective, or Incorrect Products (Fully Supported)

If your item arrives damaged, defective, incomplete, or incorrect due to our error or transit damage, we fully support free exchanges or solutions.

Timeframe: You must contact us within 3 days of delivery. (The 3-day reporting period applies to shipping damage, missing items, or incorrect deliveries requiring expedited no-cost resolution. It does not replace any applicable return rights under our 30-day return policy.)
What you need to do: Provide your order number, photos/videos of the issue, and photos of the outer shipping box and label.
Solution: Once verified, Ladyroad will work to resolve the issue at no additional cost to you. Solutions may include sending replacement parts, providing repair guidance, or issuing a full exchange for a brand-new unit.

3. REFUND POLICY

Refund Processing Timeline

Inspection: Once your authorized return arrives at our warehouse, please allow up to 5 business days for our team to inspect the product.
Refund Issuance: If the return is approved, the refund will be issued to your original payment method.
Bank Processing: After we issue the refund, your bank, credit card provider, or PayPal may take an additional 2–5 business days to post the funds to your account.

Refund Amount Deductions

Your final refund amount may be reduced by:

The 15% restocking fee.
Original shipping or freight charges (where applicable).
The retail value of any missing accessories, missing packaging, or missing free promotional gifts.
Costs associated with damage caused during return shipping due to improper customer packaging.

4. ORDER CANCELLATION

Before Shipment: Orders may be canceled free of charge only if they have not yet been processed, packed, or handed over to the carrier. Please contact us immediately if you need to cancel.
After Shipment: Once an order has been processed or shipped, it cannot be canceled. If you refuse, reject, or return a shipment after it has left the warehouse, you will be treated as a standard return and will be responsible for return freight charges, carrier fees, storage fees, and the 15% restocking fee.

5. HOW TO START A RETURN OR EXCHANGE

DO NOT send any items back without prior written authorization. Returns sent without an authorized RMA (Return Merchandise Authorization) will be refused and will not be eligible for a refund.

Contact Us: service@ladyroad.com
Provide Details: Include your order number, full name, reason for return/exchange, and clear photos of the product and its packaging.
Get Instructions: If approved, our support team will provide you with a return authorization and the exact shipping address for your applicable return center.
The applicable authorized return center provided in your RMA instructions.

6. CONTACT & RETURN CENTER INFORMATION

Contact Us:

Email: service@ladyroad.com
Phone: +1 866 688 2322
Business Hours: Monday to Friday, 9:00 AM – 5:30 PM EST

Ladyroad Group Inc
Registered Business Address: 5900 Balcones Drive Ste 100, Austin, TX 78731, United States

Authorized Return Centers (By Approval Only):

West Coast Fulfillment Center:
611 Reyes Dr, Walnut, CA 91789, United States
East Coast Fulfillment Center:
975 Old Norcross Rd, Lawrenceville, GA 30046, United States
East Coast Fulfillment Center:
3438 US-80 Dock #N1, Ellabell, GA 31308, United States

(Note: Shipping to these locations without contacting us first will void your return).