Inspect your product within 24 hours of delivery. If the product is damaged or incorrect,refuse the delivery.
For deliveries without a signature, emailinfo@grandsmobility.comwith photos of the product within 24 hours if it's damaged or incorrect.
For FR Terrain and FR Apollo Series products, customers can quickly inspect the product before the driver leaves. If you need more time, rescheduling is possible with a $350 fee per reschedule for FR Terrain, FR Apollo Series, and FR e-Bikes.
Return Conditions After Acceptance Customers are responsible for return shipping costs and must use the original packaging, meeting these criteria:
1. Complete Return
Return the product, including all accessories, chargers, and manuals. Request an RMA from Grands Mobility within 14 daysof receiving the product.
2. Return Shipping Timeline
Once you receive the RA number, the item must be shipped within 3 days, starting the day after the RA number is issued. Missed pickups incur a $25 fee per incident.
3. Restocking Fee and Product Condition
All returns have a25% restocking fee. Items showing visible use, damage, or wear (e-Bikes with over 5 miles ridden) are non-refundable and will be shipped back to you at your expense. Any return without an RMA will incur additional fees.
4. Rejected Returns
If a return is rejected, and you don’t agree to have it shipped back within 7 days of notice, Grands Mobility reserves the right to consider the item forfeited and handle it at its discretion.
5. Refund Adjustments
Refunds will deduct restocking fees, return shipping costs, and any applicable fees for damaged parts after inspection.
Return Shipping
Return shipping is the customer’s responsibility unless Grands Mobility made an error. We recommend insuring larger items to protect against shipping damage. Items returned to the wrong address or without following shipping instructions may incur additional shipping fees.
Original packaging is required. A replacement box costs $150 for the Luggie lineup and $600 for FR Terrain and FR e-Bikes, plus additional shipping fees.
Order Cancellations
Cancellations after shipping are subject to standard return policies. Accept the delivery, obtain an RA number, and ship the item back. Refused deliveries incur return shipping costs and a 25% restocking fee (minimum $35). FedEx Express fees are non-refundable.
Credits
Once we receive the return, a credit will be issued to your original payment method within 3–5 business days.
Ineligible Items and Services for Return The following items are non-returnable:
Certified Products
Batteries
Electrical Parts
Memory Cushions
Delivery Fees
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