Your complete satisfaction is our goal!
Choice Mobility will work diligently to ensure order accuracy and ship high quality products. However, on occasion you may receive a product that is defective or damaged by shipper. In this instance, a return authorization is not necessary.
Damaged and defective merchandise, or incomplete orders must be reported within 48 hours. Simply call 877-989-2999 or email firstname.lastname@example.org within 48 hours and a replacement item will be shipped to you within 24 hours (pending availability).
Most products may be returned within 30 days of receipt excluding the EXCEPTIONS listed below. Items must be unused and in their original and undamaged packaging. Sale and Clearance items may not be returned unless defective. Product must be in new condition. For example, no cracks, scratches, dirty or marked tires, or any indications of usage. Non-defective returns will be subject to a 20% restocking fee. No returns are accepted after 30 days.
Non-Defective, Refused, Undeliverable Items
Any returns found to be non-defective or intentionally returned as non-defective are subject to a 20% restocking fee plus all non-product related fees (shipping and insurance) are not refundable. Refused or undeliverable shipments will be subject to a restocking fee of 20%, in addition to applicable shipping, transaction and insurance fees. Please be aware that if the reasons for the returned item(s) are not valid, you will be charged for return shipment to the original shipping address at UPS Ground rates.
All product returns must have a Return Merchandise Authorization (RMA) issued by Choice Mobility USA. Use the Return Authorization Request Link below to open form and fill out completely and submit for return consideration. If you need assistance with the form contact 877-989-2999.
Hygienic and Sterile items may not be returned if the seal or packaging is broken or punctured.
Products where the intended use is to be in direct contact with the human body may not be returned. Such as Patient Slings, Cushions, Mattresses, Bath Safety Products, Commodes.
Custom Lightweight and Ultra lightweight wheelchairs, including Sports wheelchairs, Handcycles, custom wheelchairs, power wheelchairs, positioning wheelchairs, pediatric wheelchairs, sports performance wheelchairs, titanium wheelchairs.
Special order lift chairs with custom features or fabrics.
Any product with custom seating or features are non-returnable, unless defective.
Returns without Return Authorization Request (RMA)
Choice Mobility cannot accept unauthorized returns or exchanges. Packages without an RMA number will be refused at our facility and will be returned to the sender. Choice Mobility will charge a 20% restocking fee plus applicable shipping charges for shipments refused by the customer. Additional charges may apply if all products are not returned in the original and unopened packing.
Manufacture Warranty Assistance
Many product problems can be resolved with technical assistance from the manufacturer's service center. Please refer to service center contact information enclosed with the purchase. Should your item require warranty service or is missing parts, please first contact the manufacturer warranty service department. If your item is not repaired to your satisfaction, Choice Mobility will work with you to obtain an appropriate resolution.
Unless Choice Mobility 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 RMA number. We highly recommend insuring larger items for their retail value to protect against shipping damage.
Orders cancelled after the item has shipped are subject to all standard return policies. You must accept delivery, obtain an RMA number and ship the item back to the correct address. If delivery of an item is refused, return shipping costs are deducted from the issued credit and a 20% restocking fee (minimum $25) will apply. Second-Day and Next-Day shipping costs will not be credited if delivery is refused.
Once your return is received, we will issue a credit to the credit card used for the purchase. Please allow up to 3-4 weeks for your credit to be issued. If you paid by check or money order, we will issue a check within 30 days.