Return/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.

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 [email protected] 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: