The Return and Refund policy below will help you understand how to proceed if you encounter any issues with your order. If the product you receive does not meet your expectations or is defective, we offer a straightforward process for returns and refunds.
Returns
If you're not satisfied with your purchase, you can return it in new condition within 30 days for a refund, if the following requirements are met:
- Product must be unused.
- Product must be returned using the original packaging.
- The product must have all parts, accessories, and paperwork included.
Standard shipping and special delivery options, such as inside delivery fees and White Glove fees, are non-refundable. Returns must be authorized in advance. To initiate a return, contact us at info@mobilitycreations.com or call (833)-638-6660 with your name, order number, and reason for the return. Please note that returns without prior authorization will not be accepted.
Some manufacturers may impose return fees ranging from 5%-25%, which we are required to pass on to you. We will evaluate each return individually and strive to minimize these fees whenever possible.
Certain brands have specific return policies, and some items are non-returnable. Non-returnable items include all Journey Health products, Golden Technologies lift chairs, Pride Mobility Lift Chairs, and all Discover My Mobility products, unless the product is defective.
Return Shipping
Return shipping and insurance costs are the responsibility of the customer unless the return is due to an error on our part. We recommend using a trackable shipping method and considering insurance for your package, as we are not responsible for items that are lost, stolen, or damaged during return shipping.
Exchanges
The simplest way to initiate an exchange is to first return the original item(s). Once your return is accepted, you can make a separate purchase for the new item.
Cancellations
If you need to cancel an order that has already been shipped, please be aware that return shipping costs will be your responsibility, and a restocking fee may apply. If you made a mistake and wish to cancel your order, please contact us as soon as possible via email at info@mobilitycreations.com, through the chat in the bottom right corner, or by calling us at (833)-638-6660.
Damages and Defects
If you receive a damaged shipment, please document this on the freight delivery record and take pictures of the damages. Keep all packaging and notify us within 24 hours of receiving the merchandise at info@mobilitycreations.com or call our support team at (833)-638-6660.
If there is a manufacturing defect in the product, or if the product is not functioning as intended after opening the package, it will be repaired or replaced at no charge. Please provide proof of the issues with either pictures or videos to this email: info@mobilitycreations.com, or call our support team at (833)-638-6660. We will contact the manufacturer on your behalf to process any applicable claims.
