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(858) 560-8177 Kearny Mesa Store         (760) 993-5444 Vista Store
(858) 560-8177 Kearny Mesa Store
(760) 993-5444 Vista Store

Return Policy

Please inspect your product upon delivery. If the product is damaged or is not the correct product, please refuse the delivery. If your item was delivered without a signature and is damaged or incorrect, please call Customer Service. Once delivery has been accepted, the following conditions apply:
  • Many items have a Restocking Fee; please see the individual product.
  • You are responsible for the cost of return shipping and the product must be in the original packaging.
  • The item must be in new, unused. Indications of use include, but are not limited to: Cracks, scratches, dirty tires, pet hair or other household dirt, wear to seats and armrests, damage to charging ports, scratches to the frame, or scratches remotes.
  • All accessories and chargers included in the product's box must be returned. EX. Chargers, baskets, additional colored shrouds. Accessories not included in box, those purchased separately, do not have to be returned as part of a power chair return.
Unfortunately, delivery service fees, including Next-Day and Overnight shipping fees, Inside Delivery, White Glove Delivery and Tech Set-Up are not refundable.
General Return Windows Please reference the individual product's Return Tab for specific details regarding an individual product's return policy. Most items may be returned within 15 days of receipt for a refund EXCEPT Bathroom Safety items, mattresses, slings, and compression garments such as socks and bracing.
You are responsible for the cost of return shipping and the product must be in the original packaging. There are certain products that are custom-made by the manufacturer and are non-returnable. These include: Ultralightweight Custom wheelchairs Sport wheelchairs Handcycles Custom-built lift chairs, including those with upgraded fabrics, heat and massage, PowerPillow, footrest extension or left-hand control options are non-returnable.
Custom built wheelchairs and power chairs that are made by the manufacturer to fit your specific needs and are therefore non-returnable. Some scooters and power chairs with custom add-ons Vehicle Lifts that have been installed once installation is complete and signed-off on.
Open-Box Items
For hygienic reasons, the following products are non-returnable: Bath safety equipment (Excluding select Rehab Shower Commode Chairs) All slings Mattresses

Some products require a 15%-25% restocking fee for returns. These include: Lift chairs ordered with customized fabric 25% Power wheelchairs 15% ( customized not returnable  ) Some scooters 15% (customized not returnable) Vehicle lifts 25% (not returnable once installed) Patient Lifts 15% Beds 25% if specialty 15% if not Parts- Non-returnable

For scooters and power chairs that we stuck inside our retail stores, if returned within 30 days, we may just charge the rental rate in place of a restocking fee. If scooter and power chair are in good condition.
RETURN PROCESS Request an RA (Return Authorization) within the product's return window. The easiest way to request an RA number is by completing our easy online Return Authorization Request. You may also call us or email us to request an RA number. Please include your order number, name and the item number you are returning. Once the RA has been issued, ship the item back to the address noted on the RA within 14 days.
Once the product is received it will be inspected for damage and signs of use. If item shows any signs of use, we are unfortunately not able to issue a refund. In the event your item is not returnable we will contact you and you can decide if you'd like it shipped back. You will be responsible for shipping fees to get the item back to you. Once approved, your refund, minus any restocking fees, will be refunded to your original form of payment.
PLEASE NOTE: All returned products require a Return Authorization number. Returns received without this number will not be credited. Products returned without an RA number will not be credited. To receive full credit, items must be shipped within 14 days from the day the RA Number and shipping information were provided.
Return Shipping Unless we made an error, return freight is the customer's responsibility. We will be happy to help you determine which shipping method to use once you have requested your RA number. We highly recommend insuring larger items for their retail value to protect against shipping damage. Please be sure to carefully follow all return-shipping instructions that are included with your Return Authorization number. If an item is returned to the wrong address, we reserve the right to charge for any additional shipping fees associated with shipping the item to the correct location. In addition, if a scheduled pickup with a delivery carrier is missed, we may institute a $40 fee per missed scheduled pickup.
Condensed Return Policy:
  1. Product Inspection:
    • Inspect upon delivery; reject damaged or incorrect items.
    • Call for unsigned deliveries.
  2. Post-Delivery Conditions:
    • Restocking fees may apply (check product details).
    • Return shipping cost is your responsibility.
    • Return unused items in original packaging.
    • Accessories must be returned (excluding separately purchased items).
    • Non-refundable delivery service fees.
  3. Exceptions and Non-Returnable Items:
    • Certain custom-made products are non-returnable.
    • Some items like bath safety equipment, slings, and mattresses are non-returnable.
    • Specific products have restocking fees ranging from 10% to 25%.
  4. Return Process:
    • Request RA within return window online, by call, or email.
    • Ship within 14 days of RA issuance.
    • Refund issued minus restocking fees.
  5. Important Notes:
    • RA required for all returns.
    • Customer covers return shipping.
    • Follow provided return-shipping instructions.
    • Missed pickups may incur a $10 fee.
    • Items without RA won't be credited.
    • Insure larger items against shipping damage.
  6. Cancelled Orders:
    • Orders cancelled after shipping follow standard return policies.
    • Refused delivery incurs return shipping costs and a 25% restocking fee.
  7. Credits:
    • Credits issued to the payment type used.
    • Allow up to 4 weeks for credit issuance.
    • Defective/damaged items arranged for repair or replacement by contacting customer service.