Effective Date: January 7, 2020
Last Updated: May 2024
At Mobility Specialties Inc., we are committed to providing high-quality products and services. To ensure transparency and protect both our customers and our business, the following Return and Refund Policy outlines the terms and conditions for returns, refunds, and exchanges. By purchasing from Mobility Specialties Inc., you agree to comply with this policy.
1. Short Shipment and Freight Damage
- Claims for shortages, delivery errors, or visible defects must be reported in writing within 10 days of receiving the shipment.
- Failure to notify us within this timeframe constitutes unconditional acceptance of the shipment.
- Claims can be submitted via email at help@mobilityspecialties.com or by calling +1 (905) 798-1853. Supporting documentation, such as photos of the damaged product or packaging, may be required.
2. Return Policy
To process your return efficiently, please follow the instructions below. Failure to comply may result in delays, denial of credit, or rejection of the return.
General Return Guidelines:
- Authorization Required: Returns will only be accepted with a valid Return Authorization (RA) number issued by Mobility Specialties Customer Service.
- RA Number Placement: The RA number must be clearly visible on the outside of the package. Packages without an RA number will be refused and returned to the sender.
- Customer Responsibility for Shipping: All returns must be shipped at the customer’s expense using a preferred carrier. Pre-paid shipping is required; we do not accept collect shipments.
- Condition of Returned Items: Returned products must meet the following criteria:
- Saleable Condition: Items must be unused, undamaged, and in their original packaging (if available).
- Non-Discontinued Items: Discontinued products are not eligible for return.
- Proper Packaging: Products must be securely packaged to prevent damage during transit.
- Timeframe: All return requests must be made within 15 days of the original ship date. Items must be returned within 30 days of receiving the RA number.
- Non-Returnable Items:
- Customized or specially ordered products, including custom-built wheelchairs, lift chairs, and stairlifts, are non-returnable.
- Products that have been used, come in contact with the skin, or are classified as hygienic (e.g., mattresses, cushions, slings) are not eligible for return.
- Restocking Fee: Returns may be subject to a restocking fee (see Section 5).
Dealer-Specific Return Instructions:
Dealers must provide the following information when requesting an RA:
- Reason for return
- Item number and quantity
- Invoice number, original sales order number, or purchase order number and date
- Serial numbers (if applicable)
3. Non-Returnable Products
For safety, hygiene, and customization reasons, the following items are non-returnable:
- Custom Products: Custom-built wheelchairs, lift chairs, stairlifts, porch lifts, vertical platform lifts, and ceiling lifts.
- Hygienic Products: Bathroom safety items, mattresses, cushions, backs, incontinence products, slings, and wound care products.
- Used or Open-Box Items: Products that have been opened, used, or damaged by the customer.
4. Refund Policy
Refunds are processed as follows:
- Refund Timelines:
- Refund requests are typically processed within 2-7 business days of receiving the returned product.
- Refunds are issued to the original payment method. Please allow up to 10 business days for the refund to reflect in your account, depending on your financial institution.
- Mobility Specialties Errors: If the return is due to an error on our part (e.g., incorrect item shipped), we will refund the original shipping and handling fees.
- Non-Refundable Fees: Restocking fees and shipping charges (for non-warranty returns) are non-refundable.
5. Restocking Fees
Returns for non-warranty items are subject to the following restocking fees:
- 30% Restocking Fee: Applies to returns made within 15 days of the original ship date and returned within 3 days of receiving the RA.
- 50% Restocking Fee: Applies to returns made within 30 days of the original ship date and returned within 7 days of receiving the RA.
- Restocking fees are calculated as a percentage of the invoiced value of the product.
6. Warranty Returns
- Products or parts returned for warranty evaluation are not subject to restocking fees.
- Warranty claims will be evaluated on a case-by-case basis. Please contact us for further instructions.
7. Change Order and Cancellation Policy
- Customized, specially ordered, or fabricated products cannot be canceled, returned, or refunded once the order is placed.
- Customers are responsible for reviewing all quotes and order acknowledgments for accuracy before confirming the purchase.
8. Additional Notes
- Freight and Handling Fees: Mobility Specialties will refund any original freight and handling fees if the return is due to our error and all items on the invoice are returned.
- Seating Components: All seating components must be returned in their original sealed plastic bags.
- Legal Disclaimer: Mobility Specialties Inc. reserves the right to modify this policy at any time without prior notice.
Contact Us
If you have any questions or require assistance with a return or refund, please contact our Customer Service team:
Return and Refund Policy
Effective Date: January 7, 2020
Last Updated: May 2024
At Mobility Specialties Inc., we are committed to providing high-quality products and services. To ensure transparency and protect both our customers and our business, the following Return and Refund Policy outlines the terms and conditions for returns, refunds, and exchanges. By purchasing from Mobility Specialties Inc., you agree to comply with this policy.
Sections:
- 1. Short Shipment & Freight Damage
- 2. Return Policy (General Guidelines)
- 3. Non-Returnable Products
- 4. Refund Policy
- 5. Restocking Fees
- 6. Warranty Returns
- 7. Order Changes & Cancellations
- 8. Additional Notes
- 9. Contact Information
- 10. Legal Disclaimer
1. Short Shipment & Freight Damage
- Inspect Upon Delivery: Please inspect all packages upon delivery. If you notice any possible freight damage or missing items, note the issue with the delivery personnel (e.g., mark the delivery receipt as “Damaged” or “Subject to Inspection”) and contact us immediately.
- Reporting Timeframe: Claims for shortages, delivery errors, or visible defects must be reported in writing within 10 days of receiving the shipment.
- Acceptance of Shipment: Failure to notify us of any issues within this timeframe constitutes unconditional acceptance of the shipment.
- How to Report: Submit claims via email at help@mobilityspecialties.com or by calling +1 (905) 798-1853. Please provide supporting documentation (e.g., photos of the damage or packaging) as required.
2. Return Policy (General Guidelines)
To process your return efficiently, please follow the instructions below. Failure to comply may result in delays, denial of credit, or rejection of the return.
- Authorization Required: Returns will only be accepted with a valid Return Authorization (RA) number issued by our customer service team.
- RA Number Placement: The RA number must be clearly visible on the outside of the package. Packages without an RA number will be refused and returned to the sender.
- Customer Responsibility for Shipping: All returns must be shipped at the customer’s expense with pre-paid shipping (no collect shipments). We strongly recommend using a trackable, insured shipping method, as Mobility Specialties Inc. is not responsible for returns lost or damaged in transit.
- Condition of Returned Items: Products must be in saleable condition (unused, undamaged, and in original packaging if available), not discontinued, and properly packaged to prevent damage during transit.
- Return Timeframe: All return requests must be made within 15 days of the original ship date, and once an RA is issued, the item must be returned within 30 days of receiving the RA number.
- Non-Returnable Items: Certain items cannot be returned, including:
- Customized or specially ordered products (e.g., custom-built wheelchairs, lift chairs, stairlifts).
- Products that have been used, come into contact with the skin, or are classified as hygienic (e.g., mattresses, cushions, slings).
- Restocking Fee: Most returns are subject to a restocking fee (see Section 5 on Restocking Fees).
- Inspection on Return: All returned items are inspected upon arrival. Items that do not meet the above criteria (for example, items that are used, damaged, or missing components) may be refused and returned to you at your expense or subject to additional fees at our discretion.
Dealer-Specific Return Instructions
Dealers must provide the following information when requesting an RA:
- Reason for return
- Item number and quantity
- Original invoice number or purchase order number (including date)
- Serial number(s) of the product (if applicable)
3. Non-Returnable Products
For safety, hygiene, and customization reasons, the following products are final sale and cannot be returned or exchanged:
- Custom Products: Any custom-built or made-to-order items (e.g., personalized wheelchairs, lift chairs, stairlifts, porch lifts, vertical platform lifts, ceiling lifts).
- Hygienic & Personal Use Products: Items that touch the skin or affect personal hygiene (e.g., bathroom safety equipment, mattresses, cushions, backs, incontinence products, slings, wound care products).
- Used or Open-Box Items: Any product that has been used, installed, or taken out of its original packaging and cannot be resold as new.
- Clearance/Final Sale Items: Products sold as clearance or marked “Final Sale” are not eligible for return or refund.
4. Refund Policy
- Refund Processing Time: Refunds are typically processed within 2–7 business days of receiving and inspecting the returned product. The refund will be issued to the original payment method, and it may take up to 10 business days for the credit to appear in your account, depending on your financial institution.
- Notification: We will notify you once your returned item is received and inspected. If approved, the refund will be issued to your original payment method. If a return is rejected (for example, if the item does not meet our return criteria), we will inform you and return the item to you or discuss alternative resolutions.
- Returns Due to Our Error: If you received the wrong item or a defective product due to an error on our part, we will refund the original shipping and handling fees for that item.
- Non-Refundable Charges: In all other cases, original shipping charges and any applicable restocking fees will not be refunded. (If your order was shipped with a free shipping promotion, the outbound shipping cost will be deducted from your refund unless the return is due to our error.)
5. Restocking Fees
Returns of non-warranty items are subject to restocking fees as follows:
- 30% Restocking Fee: Applies to returns initiated within 15 days of the original ship date and when the item is returned within 3 days of RA issuance.
- 50% Restocking Fee: Applies to returns initiated within 30 days of the original ship date and when the item is returned within 7 days of RA issuance.
Restocking fees are calculated as a percentage of the product’s invoiced price.
6. Warranty Returns
- Products or parts returned for warranty evaluation are not subject to restocking fees.
- Warranty claims will be reviewed on a case-by-case basis. Please contact us with details of the issue, and we will provide further instructions for warranty service or replacement.
7. Order Changes & Cancellations
- Standard Orders: If you need to cancel or modify an order for a standard (non-custom) product, please contact us as soon as possible. We will do our best to accommodate changes or cancellations if the order has not yet shipped or entered the fulfillment process. However, once an order has shipped, it cannot be canceled and will be handled as a return under the terms of this policy. (Refusing delivery of a shipped order will be treated as a return: you will be responsible for both the original outbound shipping and the return shipping costs, and the applicable restocking fee will be deducted from your refund.)
- Custom/Special Orders: Customized, specially ordered, or fabricated products cannot be canceled, returned, or refunded once the order is placed. Please review all quotes and order details carefully before confirming your purchase.
8. Additional Notes
- Freight & Handling Charges: If your return is due to an error on the part of Mobility Specialties (and you return all items on the order), we will refund any original shipping, freight, or handling charges that you paid.
- Seating Components: All seating components (e.g., wheelchair or scooter seats, cushions) must be returned in their original, sealed plastic bags to be eligible for a refund.
If you have any questions or need assistance with a return or refund, please contact our Customer Service team:
10. Legal Disclaimer
Mobility Specialties Inc. reserves the right to modify or update this Return and Refund Policy at any time without prior notice. This policy is governed by the laws of Ontario and applicable federal laws of Canada. In the event of any conflict between this policy and any statutory consumer rights, those legal rights will prevail. By purchasing from Mobility Specialties Inc., you indicate acceptance of these terms.
