How do I return a product? What if I receive a damaged product?
To be eligible for a return, item must be unused and in the same condition as received. Products must be returned in the original shipping box or container with all paperwork, manuals and warranty cards. Items must be returned in the time frame as stated below. We will also pay the return shipping costs if the return is a result of our error or if you received an incorrect or defective item.
Inspect your product when it arrivesDamaged or Defective Products: Please inspect your package when it arrives. If your item is defective or was damaged in shipping, please call Customer Service us at 1-866-722-4581 or email us at firstname.lastname@example.org. We will promptly arrange for the product to be repaired or replaced.
You must request an RMA within 10 days of receiving the product unless noted on product page.
All lift chair returns must be requested within 3 days of receiving the product.
All Returns must be complete within 30 days.
All items must be returned in original packaging.
Return a product:
Restocking fee of 25% will apply to all Pride and Golden Lift Chair returns and 20% to all other products.
Shipping charges on returned items are the customer's responsibility. This applies to all returns. The exception is incorrect product deliveries or faulty product returns. In those cases we cover shipping.
You must notify us within 3 days of receiving product if you wish to return a Lift Chair. Otherwise, it is considered "used" and is not returnable. No exceptions.
Lift Chairs ordered with non-quick ship fabrics and/or heat & massage are custom chairs and are not returnable.
Golden PR-502 Lift Chairs are not returnable. A 25% re-stocking fee applies to all Lift Chair returns.
Osaki Massage Chairs:
Osaki Massage chairs have a 30 day return policy. However, there is a 20% restocking fee and customer will be responsible for all return shipping charges. The chairs must be returned with original boxes and should be strapped down to a pallet just as it was shipped.
Non-Returnable Products:See specific product pages. Some branded items that are listed in the categories below may be returnable.
Custom wheelchairs including lightweight and sports wheelchairs.
Wheelchair Cushions and Backs including covers.
Hygiene and Personal Products:
Bath safety products including PVC shower/commode chairs.
Respiratory items including Concentrators, Nebulizers, Tubing.
Wound care products.
Diabetic Testing Supplies.
Socks, Compression Hose, panty hose
Mattresses and Support Surfaces.
All bedding including sheets, pillows, mattress covers.
Parts orders are non-returnable.
Patient Lifts - Invacare and Hoyer brand Lifts have 30 day return policy. Lumex, BestCare and APEX Lifts are non-returnable.
Pool Lifts are non-returnable.
Dolomite brand Walkers & Rollators:
All Dolomite Rollators are non-returnable items. Sorry, there will be no exceptions.
Use RMA number:
The RMA (Return Merchandise Authorization) number must be visible on each package. Items returned without an RMA# may not be identified as a return and credit will not be issued. Returned products must be in new condition, in the original packaging with all paper documentation. Customer is responsible for return shipping.
Credits and Refunds:
We will credit your purchase, less shipping and the restocking fee (if applicable) once the product is received and it is in like new condition. If you paid by check you will receive a refund check within 2 weeks of receiving the return.
If you have placed an order with us and need to cancel it, please contact us immediately at 866-722-4581. We will make every attempt to stop your order from shipping; however we cannot guarantee that it hasn't shipped. Normal cancellation fee is 6% if your order has been processed and your credit card has been charged. If your order has shipped, you will be responsible for the shipping charges to you and the return to us. This will be considered a return and treated accordingly. Orders for non-returnable products cannot be cancelled once shipped. Custom orders - Orders for adjustable beds, custom lift chairs, power wheelchairs, scooters and custom wheelchairs that are built-to-order cannot be canceled once the order is processed and assembly has begun.
Please - Do not refuse a parcel:
Since many products must be shipped back to an address other than where it was originally shipped from, never refuse a product. Refusing a shipment will result in 30% re-stocking charges plus all shipping costs. Also, without an RMA number, the package may not be identified or recognized as being a return and credit may take longer to be issued.
For all prices, pictures and products, we reserve the right to make adjustments due to errors, shipping times, product discontinuation or typographical errors in advertisements.
Tips to avoid returns:
When purchasing a Lift Chair, Wheelchair, Scooter, or anything else where the seat size may be critical take a couple minutes to make some quick measurements. Seat width and depth dimensions are posted on each product page under Specifications. If you still have questions regarding sizes please call Customer Service 866-722-4581.