Quick Return & Refund Summary

  • 30-day return window after delivery
  • 20% restocking fee for non-defective returns; customer pays return shipping
  • Damaged/defective items qualify for free return shipping & full refund
  • Custom, hygiene & final sale items cannot be returned
  • All returns require an official RMA number from our support team
  • Contact us via WhatsApp +1 (213) 785 4886 to apply for returns

Return & Refund Policy

Last updated: June 16, 2026

1. Return Eligibility Window

We offer a 30-day return window starting on the day you receive your wheelchair or mobility equipment order from our US warehouse.

All return requests must be submitted to our support team within this 30-day period. We cannot accept returns or issue refunds for items requested after the 30-day limit.

2. Conditions for Valid Returns

To qualify for a refund or exchange, all returned products must meet every requirement below:

  1. The wheelchair, scooter or accessory is unused, unmarked, and free of all signs of wear (no scratches on frames, dirty tires, seat stains, scuffs, damage to batteries, controllers or armrests).
  2. All original factory packaging, boxes, user manuals, chargers, tools, spare parts and full accessory sets are included and intact.
  3. The product has not been modified, assembled with third-party parts, or damaged by improper use.
  4. You must obtain a valid Return Authorization Number (RMA) from our customer service before shipping back goods. Packages sent without an RMA number will be refused and returned to you at your cost.

3. Restocking Fees & Return Shipping Cost

  • Customer-initiated returns (no product defects): A flat 20% restocking fee will be deducted from your total refund amount.
  • Return shipping fees are fully the customer’s responsibility. We will not cover inbound return freight costs for non-defective returns.
  • Original outbound shipping, expedited delivery, white-glove delivery and setup service fees are non-refundable under all circumstances.

4. Defective, Damaged or Wrong Items (No Fees)

If you receive a damaged, defective, or incorrect wheelchair due to our warehouse packing error or factory quality issue:

  1. Contact us within 7 business days of delivery via WhatsApp (+1 (213) 785 4886) or contact@wheelchairshub.com. Attach clear photos/videos of defects, plus your order number.
  2. We will provide a free prepaid return shipping label and waive all restocking fees.
  3. You may choose between a full refund or a brand-new replacement unit at zero extra cost.

5. Non-Returnable Items

The following categories cannot be returned or refunded under any circumstance:

  1. Custom-made, OEM modified wheelchairs, personalized frames or custom-size orders.
  2. Hygiene disposable accessories (seat cushions, incontinence pads, disposable covers).
  3. Clearance, Final Sale marked products.
  4. Replacement spare parts opened and installed on mobility equipment.
  5. Orders refused at delivery address without prior RMA approval.

6. Order Cancellation Rules

  • Orders canceled within 24 hours after checkout (before warehouse shipment): Full product refund, no fees.
  • Orders canceled after 24 hours or already shipped: Subject to the standard 20% restocking fee + return shipping charges.

7. Refund Processing Timeline

  1. After we receive and fully inspect your returned merchandise at our US warehouse, we will email you an approval or rejection notice within 3 business days.
  2. Approved refunds will be issued back to your original payment method within 7–10 business days.
  3. Banks and credit card providers may take an additional 5–15 days to post the refund to your account, which is outside our control.
  4. If your return fails inspection due to damage, missing parts or heavy wear, we will reject the refund and ship the item back to you at your shipping cost.

8. Exchange Requests

If you wish to exchange your wheelchair for a different model or size:

  1. Submit an RMA request as outlined above.
  2. Return the original product following all return condition rules.
  3. Once we receive and inspect the returned unit, we will ship your new replacement item. You will only be responsible for the outbound shipping cost of the new product.

9. How to Start a Return

To request an RMA number and return instructions:

  • WhatsApp Support: +1 (213) 785 4886
  • Official Email: contact@wheelchairshub.com
  • Working Hours: 9AM – 5PM PST, Monday to Friday Please provide your full order number, full name, and reason for return when contacting us.

10. California Consumer Rights (CCPA Compliance)

If you are a California resident, you hold the right to request full disclosure of all personal data we store, request data deletion, and opt out of data sales as outlined in our Privacy Policy. This refund policy does not override your legal consumer rights under California state law.

11. Governing Law

All return, exchange and refund disputes are governed by the laws of the United States and the State of California.