Since 1985 the Mobility Express team has been there for their customers and we will continue to help you choose the right equipment.
I If for some reason your purchase is not right, we have the following return policy to assist you. Please call us at 1-800-918-7433, or email us at firstname.lastname@example.org.
This policy applies to orders placed on this website only. Most items may be returned within 15 days for a full refund, less shipping and handling. Some products may require a restocking fee when returned. In store policies may vary. Check with your local retailer at time of purchase.
1. TIME FRAMES FOR RETURNS/ORDER CANCELLATIONS
A. Cancelling Purchase Within 24 Hours
Orders placed online can be cancelled for any reason within 24 hours prior to shipping. We will issue a full refund of any charges made. To cancel an order, please call us toll-free at 1(800)918-7433 with your order number.
B. Cancelling After 24 Hours
If you decide to cancel more than 24 hours after ordering, we will require a minimum 10% restocking fee, even if the item has not yet been shipped or received. Moreover, we may be unable to stop shipment of your item at this point. In such case, you must accept delivery and proceed with a regular product return as described below. The restocking fee may be waived in certain cases of exchanges
C. Returning a Non-Defective Item
Subject to the restrictions and procedures discussed below, non-defective products may be returned or exchanged for any reason within 15 days of delivery but are subject to applicable restocking and shipping fees. Returned items must be in new, unused and resalable condition, inside their original packaging, and should include all contents, as it was received, including accessories, manuals, tools, parts, cords, etc. Incomplete returns may be declined or issued partial credits.
D. Damaged or Defective Merchandise
If you receive an item that's damaged, defective, or shipped in error, please contact us within 2 business days, from the date of delivery, at 1(800)918-7433, to arrange a free repair, or replacement. Defective merchandise must be returned in the original packaging within 15 days of RA issuance. Please also include a written explanation of the damage or defect in order to expedite issuance of a replacement.
2. PROCEDURE FOR RETURNS
A. Items Must Be Returned Unused in Original Packaging
All products must be returned in new and unused condition, in the original packaging. After we have received your return, and confirmed the condition of the item, we will credit you the full purchase price, minus a 10% restocking fee. Items not returned in original packaging, or not in new and unused condition will be subject to additional fees or declined at our discretion.
B. Return Shipping Costs
Customers are responsible for the cost of return shipping. Insurance of the full retail price is also highly recommended. We are available to assist you in determining the best shipping method and, in certain cases, may assist you in arranging pickup and shipping. In such case, we will deduct return shipping costs from your refund.
C. Return Authorization Required
All returned items must be accompanied by a Return Authorization (RA). You must request a Return Authorization within 15 days of delivery. Thereafter, items must be returned within 15 days after we issue a Return Authorization.
To request a Return Authorization, call us at 1(800)918-7433, and we will send you a Return Authorization form by fax or e-mail. We will also include a Return Authorization number, and any necessary shipping, and packing instructions. Please note that we cannot accept returns without a Return Authorization. Defective items require a Return Authorization within 2 business days from the date the item was received, and must be received by our office within 15 business days from the date the Return Authorization was issued.
3. EXCEPTIONS AND LIMITATIONS ON RETURNS
We are unable to accept returns or issue refunds on certain items because of their special nature:
- Bath and Safety Products
- Personal or Hygiene Products
- Batteries, Chargers or Electrical components
- Used equipment
- Special/custom orders
- Stair lifts
There are certain products that are custom-made by the manufacturer and are non-returnable. These include:
- Ultralightweight wheelchairs
- Sport wheelchairs
- Any custom-ordered product
Some products require a restocking fee for returns. These include:
- Cushions: 15% restocking fee
- Adjustable Beds: 25% restocking fee
- Power Chairs: 15% restocking fee
- Lift Chairs: 15% restocking fee
- Scooters and Lifts: 15% restocking fee