Returns and Refunds
Returns and Refunds
We keep this simple and fair. Refunds and returns follow each manufacturer’s policy, which we’ll show you during your request. For most families, the fastest fix is our Fit-Right™ Exchange — one free swap on transfer-critical items within 30 days.
If you still prefer a refund, read below and start your request.
Note: We provide education-only guidance. We do not make clinical decisions or offer medical care.
Your Best First Step
Not the right fit?
→ Use the Fit-Right™ Exchange — 1 free swap on STS lifts, transfer/commode chairs, slings, slide boards, and belts (within 30 days).
Want a refund instead?
→ Start a Return/Refund Request. Approval is based on your item's specific manufacturer policy.
What “Manufacturer Policy” Means (Plain English)
Each brand sets its own rules. These may include:
- Whether the item must be unopened or can be inspected/like-new
- Time window for returns
- Whether a restocking fee applies
- Whether original packaging is required (especially for freight/LTL returns)
You’ll see the exact rules for your item during the request process.
What to Expect (Summary)
- Return windows: Set by brand (we’ll confirm yours during the request)
- Condition: Must be clean, undamaged, and complete (all parts/manuals)
- Fees: Some brands charge restocking or require return shipping
- White-Glove/Installation: Non-refundable once performed
- Damage on arrival: Report within 48 hours so we can help resolve it
How to Start a Return or Refund
- Open the Return/Refund Request Portal
- Select your order, item, and reason
- Choose “Refund” — we’ll display your brand’s rules
- Agree to terms → receive shipping label (parcel) or pickup instructions (freight)
🌀 Changed your mind? You can switch to Fit-Right™ Exchange before finalizing.
Conditions & Packaging (Important)
- Must be clean, undamaged, and complete
- Original packaging required for freight/LTL items (or $150 repack fee may apply, if allowed)
- We may decline returns if items show excessive wear, damage, or are missing parts
- Refused deliveries may be subject to return freight and restocking fees
Damaged, Defective, or Wrong Item?
Contact us within 48 hours of delivery with your order number and a brief description.
We'll coordinate a fix based on the brand’s process (replacement parts, exchange, or carrier claim).
Hold onto all packaging until resolved.
Refund Timing & Method
- Refunds are issued after inspection and approval by the vendor
- Funds are returned to your original payment method
- Bank processing may take 3–10 business days
- If you paid via Shop Pay, they’ll adjust your schedule per their terms
Brand-Specific Return Policies
(We will use collapsible sections in Shopify to show these; link to Manufacturer Warranty page as needed.)
Etac / Molift
- Return window: [Exact days here]
- Condition: [Unopened or inspected, confirmed]
- Restocking: [Yes/No, % if yes]
- Freight returns: [Original packaging required?]
- Notes: [RMA process, warranty, etc.]
Freedom Aqua / MobilePatientLift
- Return window: ___
- Condition: ___
- Restocking fee: ___
- Freight packaging: ___
- Notes: ___
Related Links
- Fit-Right™ Exchange – 1 free swap on transfer-critical items (30 days)
- Manufacturer Warranty – how warranty claims work
- White-Glove Delivery – what’s included (non-refundable once scheduled)
- Track Your Order – view status and delivery
Questions?
We’re here to help you choose the best path (exchange or refund) for your situation.
📞 Call/Text: (833)-324-4159 (Mon–Sun, 8am–8pm PT)
📧 Contact Us