Refund policy

Returns

Most items can be returned within 30 days of delivery. Some manufacturers set shorter windows, and some items can't be returned at all — the specifics are listed on each product page, and we'll confirm them with you before you order.

To start a return, contact us at support@truemobilitydirect.com or (888) 815-6332. You must receive a Return Authorization from us before shipping anything back. Returns sent without authorization can't be accepted or refunded.

Because we ship factory-direct, returns go back to the manufacturer's warehouse rather than to us — the correct return address will be included with your Return Authorization. Please don't ship anything back until you have it.

Items must be returned new, unused, and in the original packaging, including all accessories and manuals. Please keep your receipt or order confirmation as proof of purchase.

Exchanges

The fastest way to get the right item is to return the original and place a new order once the return is approved. On freight-shipped equipment this is quicker and simpler than a direct exchange, and we'll help coordinate the timing so you're not left without equipment longer than necessary.

Non-returnable items

• Custom, built-to-order, and made-to-measure items (including custom lift chair sizes and fabrics)
• Items that have been used, modified, or assembled beyond inspection
• Opened personal-care and bath-safety items, for hygiene reasons

Return costs

Because mobility equipment ships by freight, returns carry real costs, and we'd rather be upfront than surprise you:

• Return shipping is the customer's responsibility unless the item arrived damaged or we shipped the wrong product.
• Restocking fees apply on most returns and vary by manufacturer, typically ranging from 0% to 25% of the purchase price. Some specialty and made-to-order items carry higher fees.
• We will always confirm the exact return shipping cost and restocking fee in writing before you commit to a return.
• White-glove delivery fees and accessory fees are non-refundable.

Damaged or defective items

Inspect your delivery before signing. If a carton is damaged, note it on the delivery receipt and photograph it — that documentation is what lets us resolve a freight claim quickly.

Contact us within 48 hours of delivery with photos if anything arrives damaged, defective, or isn't what you ordered, so we can evaluate the issue and make it right. If the fault is ours or the carrier's, the repair, replacement, or return costs you nothing.

Refunds

We'll notify you once we've received and inspected your return and let you know whether the refund was approved. If approved, you'll be refunded to your original payment method within 10 business days, less any applicable return shipping and restocking fees. Your bank or credit card company may take additional time to post it.

If more than 15 business days have passed since we approved your return and you haven't seen the refund, contact us at support@truemobilitydirect.com or (888) 815-6332 and we'll chase it down.

Cancellations

Contact us as soon as possible. Orders can usually be cancelled at no cost before the manufacturer ships or begins production. Once an item has shipped or a made-to-order item has entered production, standard return terms and fees apply.

Warranty

Every product we sell is brand new and covered by the full manufacturer's warranty, which we can honor because we're an authorized dealer for the brands we carry. Warranty terms vary by manufacturer and by component — frame, drive train, electronics, and batteries are often covered for different periods, and the details are listed on each product page.

Warranty service is administered by the manufacturer. Call us at (888) 815-6332 and we'll help you start the claim.