Mobility-Aids.com Merchandise Return Policy
Do You Have a Return Policy?
Yes, we are pleased to offer a Return Policy. Because we offer only high-quality merchandise, we have remarkably low return rates. However, we recognize that there may be cases in which a customer feels the need to return a product and we want to meet that need in a way that exceeds industry standards.
Refused Shipment/Undeliverable Package
If you refuse a package upon arrival or your package is undeliverable due to customer error, we must charge your card for the shipping cost and shipper fee caused by your decision. This policy applies even if your order was originally sent to you via FREE shipping.
Because each of our suppliers handle defective items differently, please call us at 601-892-3115 within 30 days from the invoice date if you encounter any problems with your purchase and we will do our best to make sure any issues are resolved in a timely manner.
What if My Order Arrives Damaged?
We warehouse and package most all of our products, and work with our suppliers to make sure your order arrives on your doorstep safe and secure. If an item does arrive damaged or with parts missing, please notify us immediately. We're happy to send you replacement parts as soon as possible.
How do I exchange an item?
If you need to exchange an item, please contact us within the Return Period. We will issue you a Return Merchandise Authorization (RMA). All merchandise must be shipped back in its original packaging and the packaging must not be defaced in any way. All parts and instructions must be returned. All exchanges must be accompanied by a copy of your invoice. The merchandise must be unused and in its original packaging. Once the return item is received and inspected, the amount of the item will be applied as a credit for the exchanged item. If the new item cost less than the exchanged item, the difference in item costs will be credited to to the original form of payment. If the new item cost more than the exchanged item, the original form of payment will be charged unless otherwise requested by the customer. Customer is responsible for exchange shipping charges. A credit approval email and new order confirmation email will be sent once the exchange has been processed.
May I Return My Order?
In many cases, yes. We believe that trust is the cornerstone of business. A fair and honest Return Policy ensures that customers feel comfortable with their purchases and with us. Therefore, we make every effort to ensure that all products that possibly can be safely returned will be returnable. But it is important to note that not all products are returnable.
Why Are Some Products Non-Returnable?
Due to the unique nature of this business and related matters of hygiene and public safety, we cannot allow certain items to be returned. The Federal Drug and Food Administration administers rules concerning the reprocessing of medical devices, a complex issue that the FDA has grappled with for many years.
We are not alone; other medical suppliers face the same obstacles. If it were entirely our decision, we would make all products returnable. Unfortunately, that is not the case.
How Do I Determine if a Product is Returnable?
If you would like to return a product, please first check online to see if its page states the item is non-returnable. If not stated online, you may call 601-892-3115 or contact us via email at [email protected] to confirm as to whether the product can be returned.
If not stated online, a Customer Service Representative (CSR) will be happy to help you make that determination. If you return a product without first contacting us, you will not receive a refund, and the product might even be lost in transit. Even if a CSR has previously approved return of a product, we reserve the right to refuse a refund based on the condition of the received merchandise.
How Do I Make a Return?
Contact us within the Return Period. We will issue you a Return Merchandise Authorization (RMA). All merchandise must be shipped back in its original packaging and the packaging must not be defaced in any way. All parts and instructions must be returned. All returns must be accompanied by a copy of your invoice. The merchandise must be unused and in its original packaging.
Where Do I Write the RMA?
On the shipping label on the outside of your shipment. Make certain that the RMA is written in clear, legible fashion for easier tracking.
What is the Return Period?
Within thirty (30) days of the date that you receive your product.
May I Return a Product Without an RMA?
No. The RMA facilitates tracking of your returned product and expedites your refund. We receive a high volume of shipments of all types every day, and it is extremely difficult to track all incoming packages without tracking codes.
Please note that refunds for merchandise returned without RMAs will be denied.
How Long Does the RMA Last?
The RMA is effective for seven (7) days after you receive it. After that time, you will need to obtain another RMA as long as you are still within the Return Period. Outside of the Return Period, the products cannot be returned.
In What Form Will I Receive My Refund?
Once your return is received and inspected, the refund will be processed and a credit will be applied to the original method of payment. Returned items must be in new condition and in the original packaging. Please do not assemble or modify a product before returning it or else we cannot refund your purchase. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account. Gift returns will result in a credit to the gift giver's original method of payment for the items that are returned. Returns are processed every two weeks. A credit approved email will be sent when the return has been processed.
Are Shipping and Handling Charges Refundable?
Which Products Are Not Returnable?
Call us first and a Customer Service Representative (CSR) will be happy to help you make that determination. Merchandise that typically is non-returnable includes:
- Eating products - Non returnable if packaging is opened.
- Hygiene products - Non returnable if packaging is opened.
- Mouth stick products - Non returnable if packaging is opened.
- Toileting Products - Non returnable if packaging is opened.
- Braces, Splints - Non returnable if packaging is opened.
- Pillows - Non returnable if packaging is opened.
- Bathing Products - Non returnable if packaging is opened.
- Gel Mattress overlays - Non returnable.
- Gel Cushions - Non returnable.
- Skin Cream, Lotions - Non returnable.
Pillows, orthopedic soft goods, supports, braces and other non-returnable health care items. For your safety and protection, regional health laws and hygienic concerns render us unable to accept returns on all pillow products, orthopedic soft goods, braces, supports, hot/cold therapy items, other health care items once it is evident the item has been opened, used or worn. We truly regret the strictness of this policy, but require it to ensure the safety and hygienic integrity of the products we sell for all our customers. We know you wouldn't want us to send you a used health care product.
Other items may also be non-returnable. Your CSR can help you determine if your product is returnable.
Do You Have a Return Service Fee Policy?
Yes. Returns and refunds impose an extra workload on our part. Rather than pass this cost onto the consumer through higher product prices, we are consistent with others within our industry by requiring nominal service fees in the event of returns.
A service fee of 20% is required for most items. Items shipped directly from the manufacturer require a service fee of up to 30%, per manufacturers' requirements.
How Do I Contact You?
At our convenient toll-free number: (601) 892-3115 or by email at [email protected]