Refund policy

Policy Overview

At Mobility Health Direct, we understand that purchasing quality mobility equipment is a significant decision. Our goal is to make returns and exchanges as straightforward and worry-free as possible. We stand behind the quality of every product we sell, and our policy is designed to be fair, transparent, and customer-focused.

Return & Exchange Eligibility

To be eligible for a return or exchange, items must be new, unused, and in their original packaging with all included accessories. Products that have been used, altered, or damaged by the customer may not qualify for a return. This ensures that all mobility equipment remains in pristine condition for every customer.

Return Window

You may initiate a return or exchange within 30 days of delivery. For freight deliveries, please inspect your order immediately and report any damage within 48 hours. For smaller parcel shipments via UPS or FedEx, damages must be reported within 15 days of receipt.

Return Shipping Responsibility

If you are returning an item due to buyer’s remorse, the customer is responsible for the return shipping cost. For items that are defective, damaged, or shipped incorrectly, Mobility Health Direct covers all return shipping charges. Prepaid return labels are provided in these cases, and any associated cost is deducted only if the return is for buyer’s remorse.

How to Start a Return or Exchange (RMA Process)

To initiate a return or exchange, contact our support team at support@mobilityhealthdirect.com with your order number and reason for the return. Our team will provide instructions and a Return Merchandise Authorization (RMA) number, which must accompany your return for processing.

Damaged or Defective Items

If your product arrives damaged or defective, please report the issue within the designated timeframes above. We will coordinate the return and ensure a replacement or repair is arranged promptly, at no cost to you. Photos and documentation of the damage may be requested to expedite the process.

Cancellations

Orders can be canceled for a full refund if requested before the item has shipped. Once the item is in transit, the standard return process applies.

Refund Processing Time

Once we receive and inspect the returned item, refunds are processed within 7 business days. The original shipping cost is refunded along with the product price, unless the return is due to buyer’s remorse and a prepaid label was used. Refunds are issued using the same payment method used for purchase.

Our Error vs. Customer-Initiated Returns

If a return is the result of our error—such as a wrong or defective item—we cover all shipping costs and ensure you receive a correct replacement promptly. For returns due to customer preference, the customer is responsible for shipping both ways.

Exchanges Process

Exchanges are handled similarly to returns. Once the original item is returned, the new product will be shipped promptly. Customers are responsible for shipping costs associated with returning the original item and reshipping the replacement.

Final Reassurance Statement

At Mobility Health Direct, our priority is your confidence and satisfaction. Our returns and exchanges policy is designed to be transparent, fair, and hassle-free, so you can purchase with peace of mind knowing that support and solutions are always within reach.