Ballard Power Works Returns And Refunds Policy

Returns and Refunds Policy

Effective date: August 27, 2025

Thank you for shopping with Ballard Power Works. We want you to feel confident in your purchase. This page explains how returns, refunds, and exchanges work for Segway Navimow mowers and related accessories purchased from us.

Overview

  • You have 30 days from the date you receive your item to request a return.
  • Items must be in the same condition you received them. Unused or with minimal test use, clean, with all accessories, manuals, and in the original packaging.
  • A 15% restocking fee applies to most returns that are not due to a confirmed product defect or a shipping error on our part.
  • Return shipping costs are the buyer’s responsibility unless the return is due to a confirmed product defect or our error.
  • Installation services, travel charges, and used consumables are non‑refundable.

Order Cancellations

If you request to cancel an order before it ships, a 5% processing fee may be deducted from your refund to cover payment processing costs. If the order has already shipped, please follow the return process below.

How to Start a Return

Request an RMA: Email us at support@ballardpowerworks.com with your order number, item, and reason for return within 30 days of delivery.

  1. Pack the item: Use the original packaging when possible. Include all accessories, manuals, charging base, stakes, power supply, and any bundled items.
  2. Ship the item: Ship to the return address provided in your RMA approval. We recommend a trackable service and shipping insurance. You are responsible for loss or damage during return transit.
  3. Inspection: Once we receive your item, we will inspect it within 3 to 5 business days and email you the approval or rejection of your return.

Refunds

  • Approved refunds are issued to the original method of payment.
  • We will deduct the 15% restocking fee on non‑defective returns and any missing parts fees or return shipping charges if we provided a label.
  • After approval, please allow 3 to 10 business days for your bank or card issuer to post the credit.

Exchanges

  • If your item arrives defective or damaged, contact us within 7 days. We will arrange a replacement once the returned item is received and inspected, or provide a prepaid label when appropriate.
  • If you prefer a different model, start a standard return. A new order can be placed at any time.

Items Not Eligible for Return

  • Items that are heavily used, altered, or not in their original condition.
  • Items returned without all original parts and accessories.
  • Open box items marked as final sale.
  • Installation services, site assessments, travel fees, or on‑site labor.
  • Software, app subscriptions, or downloadable content if applicable.
  • Gift cards.

Partial Refunds or Additional Charges

We reserve the right to assess additional fees when:

  • Accessories, manuals, or packaging are missing.
  • The item shows wear, cosmetic damage, or evidence of misuse.
  • The return is received more than 14 days after RMA approval.

Return Shipping

  • For non‑defective returns, you pay the return shipping. Shipping charges are non‑refundable.
  • For defective items or shipping errors, we will provide a prepaid label or reimburse reasonable return shipping costs after verification.

Delivery Issues

If your package arrives damaged, or contents are missing, notify us within 48 hours of delivery so we can file a claim with the carrier.

Gifts

  • If the item was marked as a gift and shipped directly to you, we can issue a store credit for the value of the return once received and approved.
  • If the gift was not marked as a gift, the refund will go to the original purchaser.

Warranty Support

Many Segway Navimow products include a manufacturer warranty. If a problem arises outside the return window, contact us for help with warranty support.