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Return and Refund Policy

At Wheelchair Mart, we want you to be completely satisfied with your purchase. If for any reason you're not, we offer easy returns and exchanges in accordance with the following guidelines. Please take a moment to review our policies before making your purchase.

Returns & Refunds

If you're not fully satisfied with your product, you can return most items within 30 days for a refund. A restocking fee of 10% to 30% will apply to many items (details below).

To qualify for a return, please ensure:

  • The item is unused and in its original packaging. Signs of use, such as scratches, dirt, pet hair, damage to the frame, wear on seating areas, or damage to electrical components, will disqualify the return.
  • You are responsible for the return shipping costs.
  • Items must be returned within 30 days of receipt. Exceptions:
    • Karman Healthcare products: 14 days
    • HandyScoot products: 14 days
  • Delivery fees for expedited services (Next-Day, Overnight, White Glove, etc.) are non-refundable.
  • Custom or premade orders can be canceled for a 20% restocking fee, provided the cancellation is made within 24 hours of purchase.

Return Process:

To start your return, please contact us at 1-844-771-9900 (Monday - Friday, 9:00 AM to 5:00 PM EST) or email support@wheelchairmart.com for a Return Authorization Number (RA#) and instructions. Returns sent without this authorization will not be processed. Please do not send returns to our corporate address.

Damages

We understand that receiving a damaged product can be frustrating. To ensure a smooth resolution process, please follow these steps:

  1. Inspect Immediately: Upon delivery, carefully inspect the packaging for any signs of damage. If the packaging appears damaged, note this when signing for delivery or, if the damage is significant, refuse the delivery. In this case, the item will be returned to the manufacturer.
  2. After Unpacking: If the packaging looks fine but you notice damage once you unpack the product, please contact us immediately. You must notify us within 2 business days of receipt and email support@wheelchairmart.com with clear photos of the damage. We will then reach out to the manufacturer on your behalf to process any applicable claims.

Steps for Returning an Item

After obtaining your Return Authorization Number (RA#), please follow these instructions for a smooth return process:

  1. Secure Packaging: Pack the item securely in its original packaging, if possible. Include the original packing slip or a copy of your sales receipt with the return.
  2. Include RA#: Clearly write the Return Authorization Number (RA#) on the outside of the return package to ensure correct processing.
  3. Return Shipping: All return shipping costs must be prepaid. Ship the return within 10 days of receiving the RA#. We cannot accept C.O.D. (Cash on Delivery) returns. For your protection, we recommend using a trackable service such as UPS, FedEx, or Insured Parcel Post.
  4. Tracking: Keep a record of the Return Tracking Number for your package. This ensures that we can confirm receipt of your return and process it appropriately.
  5. Refund Processing: Once your returned item is received and inspected, you can expect a refund in the original payment method within 3-5 business days. Please note that delays may occur if the return is incomplete or the item is not in its original condition.

Restocking Fees

The following products are subject to a 10% to 30% restocking fee if returned:

  • Transport wheelchairs
  • Manual wheelchairs (standard, lightweight, and heavy-duty)
  • Recliner wheelchairs
  • Power wheelchairs
  • Scooters
  • Walkers & Rollators
  • Wheelchair accessories (including bags, ramps, and attachments)
  • Volume purchases
  • Patient lifts
  • Lift chairs
  • Geri chairs 
  • Karman products
  • Vehicle lifts
  • Other specialized mobility aids

Higher Restocking Fees: Please note that certain manufacturers impose higher restocking fees for returns on their products:

  • Graham-Field (GF): A 35% restocking fee will apply if the product is returnable.

Non-Returnable Items

Some items are non-returnable due to their custom nature or hygiene concerns. These include:

  • Built-to-order and custom wheelchairs
  • Rigid ultra lightweight wheelchairs
  • Hospital beds
  • Sports wheelchairs
  • All parts and accessories
  • Adaptive strollers
  • Custom-built lift chairs (including those with custom fabrics or additional features like heat, massage, or extended footrests)
  • Open-box items
  • Nutritional products
  • Wound care products
  • Wheelchair scales

Products from the following manufacturers are also non-returnable:

  • MJM International (MJM): Does not accept product returns.
  • Journey Health & Lifestyle products: This includes items like the Perfect Sleep Chair and Up Beds.
  • Green Transporter
  • Pushpak Motors
  • SleepSafe Beds

Hygiene-Related Non-Returnable Products:

For health and safety reasons, we cannot accept returns for:

  • Bathroom safety equipment
  • Slings
  • Incontinence products
  • Mattresses
  • Seat cushions and back cushions

Open Box Specials:

These are new products that may have minor imperfections or were incorrectly ordered. Open Box Specials are non-returnable and do not include any in-home service.

Refused Deliveries:

If you refuse a delivery, you will be responsible for return shipping costs.


Shipping Information & White Glove Delivery

Orders typically ship within 1 to 3 business days, with delivery expected 3 to 10 business days after processing. Once your order has been dispatched, we will send you an email with tracking details. If you haven’t received your tracking information within 8 days of placing your order, please contact us at support@wheelchairmart.com for assistance.

We offer a range of shipping options, including:

  • First Class or Priority Mail (for light and small products)
  • Standard Ground (for medium to large products under 100lbs)
  • Freight Carrier (for very large products 100lbs or more)

Business days do not include weekends or holidays. We currently do not ship to US territories, APO/FPO addresses, or international locations. Additional fees may apply for deliveries outside the continental U.S. Orders may be shipped in multiple packages.

Shipping Restrictions:

Some items cannot be expedited, including:

  • Oversized items
  • Items containing hazardous materials
  • Specialty/custom items
  • Items requiring freight or LTL shipping
  • Products with White Glove Delivery Service

Please be aware that warehouse processing times are set by our vendors and are not eligible for expedited processing. These times are considered before expedited shipping begins. Expedited shipping is not guaranteed and is subject to the shipping carrier's timelines. Once an order has shipped, expedited shipping fees are non-refundable.

White Glove Delivery

White Glove Delivery is a premium service designed to make your experience as smooth and convenient as possible. Here’s what you can expect when you choose this service:

  1. Shipment to Local Agent: Your product will first be shipped from the manufacturer to a local delivery agent in your area.
  2. Inspection: The agent will inspect the product upon arrival to ensure it is in perfect condition and functions as expected.
  3. Scheduling Delivery: Once the product is inspected, the agent will reach out to you to arrange a suitable time for delivery.
  4. At Delivery: On the scheduled day, the delivery agent will:
    • Bring the mobility product into your home.
    • Completely unpack the item.
    • Set it up exactly where you request.
    • Test the product to ensure everything is functioning correctly.
    • Remove all packaging materials, leaving your space tidy and free of any mess.

White Glove Delivery Costs

The cost for White Glove Delivery varies depending on the item and is clearly listed on each product page. Please note that not all products are eligible for this service.

Additionally, White Glove Delivery typically adds 5-10 business days to the total delivery time of your order. This timeframe may be extended if delivery is being made to remote or rural locations, where service may be less frequent or unavailable.

Chargebacks Policy

At Wheelchair Mart, we prioritize outstanding customer service and urge you to reach out to us with any concerns before considering a chargeback. Initiating a chargeback can prolong the resolution process and may result in complications or legal issues if deemed fraudulent. We are dedicated to addressing your concerns promptly and equitably. If you have any questions or issues with your order, please contact us at 1-844-771-9900 or support@wheelchairmart.com. We are here to help!

If you have any questions or need assistance with your order, please don’t hesitate to reach out to us at 1-844-771-9900 or support@wheelchairmart.com.

Thank you for choosing Wheelchair Mart!