Refund policy

Return and Refund Policy
Effective Date: June, 2025

1. Scope and Intent

This Return and Refund Policy applies to all purchases made through the Mobility Supply Store website located at www.mobilitysupplystore.com (“Website”).

2. Contact Information

For questions about returns and refunds, please contact our Customer Service team:

  • Email: Help@mobilitysupplystore.com
  • Phone: 1-857-800-8573
  • Hours: Monday – Friday, 9 AM – 5 PM CST

3. Return Eligibility

Customers in the United States may return eligible products within 14 days of receipt.

3.1 Conditions for Return

  • Unused and Undamaged: Items must be unused, undamaged, and in original condition.
  • Original Packaging: Must be returned in original packaging with all tags and manuals.
  • Proof of Purchase: A valid order confirmation or receipt is required.

4. Return Process

4.1 Initiating a Return

Contact Customer Service at help@mobilitysupplystore.com or call us within 14 days of receiving your order. Include your order number and the reason for the return.

4.2 Preparing Your Return

  • Repack the item securely in the original box.
  • Include all accessories, manuals, and promotional items.
  • Attach the return shipping label we provide.
  • Ship the item within 7 days of receiving your Return Authorization (RMA).

4.3 Shipping the Return

  • Use a trackable shipping method.
  • Shipping costs for returns due to customer preference are the responsibility of the customer.

5. Return Shipping Costs

Return shipping is the customer’s responsibility, except in cases of defective or incorrect items. Some items may require special freight return coordination. We will provide specific instructions if applicable.

6. Specific Return and Refund Conditions

6.1 Change of Mind

  • Must meet eligibility and be initiated within 14 days.
  • Refunds issued minus any applicable restocking fees (up to 15%) and original shipping costs.

6.2 Defective or Damaged Items

  • Notify us within 48 hours with photo documentation.
  • We will issue a full refund or replacement at no cost to you.

6.3 Incorrect Product Received

  • Contact us immediately.
  • We will arrange free return shipping and ensure the correct item is shipped.

6.4 Product Never Arrived

  • Contact us after the estimated delivery date.
  • We will investigate with the carrier and either replace the item or issue a refund.

6.5 Order Cancellation

  • Orders can be canceled before shipment for a full refund.
  • After shipment, follow the return process upon delivery.

7. Exceptions to the Return Policy

Non-returnable items include: - Custom-built or personalized mobility equipment
- Opened or used personal care products (e.g., commodes, cushions)
- Gift cards or digital products
- Refurbished, demo, or clearance items marked "Final Sale"

8. Refunds

8.1 Refund Conditions

  • Issued once the return is received and inspected.
  • You’ll be notified via email whether your refund is approved.

8.2 Refund Method and Timeline

  • Refunds are processed to your original payment method.
  • It may take up to 14 business days for the refund to appear on your account.

8.3 Partial Refunds

Granted in cases such as:
- Items returned damaged or incomplete
- Returns made beyond the 14-day return window

9. Exchanges

  • Exchanges are available for defective, damaged, or incorrect items.
  • For change-of-mind exchanges, customers pay return and replacement shipping.
  • Items that have been installed or assembled are not eligible for return unless defective.

10. Freight & Oversized Returns

  • Some large items (e.g., hospital beds, stair lifts) require special freight return handling.
  • Return instructions will be provided based on the product category.
  • Do not attempt to disassemble these items without contacting Customer Service.

11. Manufacturer Policies

Some products may be covered by manufacturer-specific warranties or return processes. If this applies, we will coordinate with the manufacturer and provide instructions.

12. Dispute Resolution

In the event of a dispute, Mobility Supply Store reserves the right to determine the final resolution based on available evidence including photos, communication logs, and shipping records.

13. Timelines

  • Returns must be initiated and shipped within 14 days of receiving the product.
  • Refunds are processed within 14 business days after we receive and inspect the item.

14. Legal Rights

This Return and Refund Policy does not affect any statutory rights you may have under applicable law.

15. Questions and Support

Visit our FAQ page or contact: - Email: help@mobilitysupplystore.com
- Phone: 1-857-800-8573

By purchasing from Mobility Supply Store, you agree to the terms in this Return and Refund Policy.