Refund policy

At Mobility Harbour, we want our customers to feel confident when purchasing medical equipment, mobility products, and supplies. Because many of the products we sell are medical, mobility, hygiene, customized, or special-order items, certain products have specific return restrictions.

Please review this Return & Refund Policy before making a purchase. If you have questions about whether a particular product is eligible for return, please contact Mobility Harbour before placing your order.

30-Day Return Policy

Unless otherwise stated on the individual product page, eligible products may be returned when a return is requested within 30 days of delivery.

To qualify for a return:

  • The product must be new and unused.
  • The product must be returned in its original packaging, including all manuals, accessories, parts, and materials.
  • The product must show no signs of use, wear, damage, dirt, scratches, pet hair, odors, or other evidence of use.
  • A Return Authorization (RA) must be obtained from Mobility Harbour before the product is returned.
  • The product must meet all applicable product-specific return requirements.

Please do not return a product without first contacting Mobility Harbour. Unauthorized returns may be refused and may not be eligible for a refund.

Restocking Fees

Eligible returns may be subject to a restocking fee of up to 25% of the purchase price, depending on the product and applicable return requirements.

Certain products may have different restocking fees. When a product-specific return policy is provided on the product page, those terms will apply.

Return Shipping & Freight

Unless the return is the result of an error by Mobility Harbour or the manufacturer:

  • The customer is responsible for return shipping and freight charges.
  • Original shipping and freight charges are non-refundable.
  • Expedited shipping charges are non-refundable.
  • Inside delivery, room-of-choice delivery, assembly, setup, white-glove service, and similar delivery or service charges are non-refundable once performed, except where otherwise required by applicable law.

For larger products such as mobility scooters, power wheelchairs, lift chairs, hospital beds, and other oversized medical equipment, return freight can be significant.

We strongly encourage customers to contact Mobility Harbour with questions regarding dimensions, weight capacity, features, delivery requirements, or product selection before placing an order.

Assembly & Setup Services

Assembly, setup, inside delivery, room-of-choice delivery, white-glove service, and similar services are separate from the purchase price of the product unless specifically stated otherwise.

Once an assembly, setup, delivery, or other service has been performed, the charge for that service is non-refundable, except where otherwise required by applicable law.

Purchasing Assembly & Setup Assistance does not, by itself, determine whether the underlying product is eligible for return. Product return eligibility will be determined according to the applicable return terms for that product.

If a product has been used, damaged, altered, modified, or otherwise placed into service following assembly or setup, it may no longer qualify for return.

Customers should review the applicable product return terms before requesting assembly or setup services.

Non-Returnable Products

For health, hygiene, safety, customization, and other applicable restrictions, certain products cannot be returned once opened, used, installed, modified, customized, or otherwise placed into service.

Non-returnable products may include:

  • Mattresses and mattress systems
  • Wheelchair cushions and backs
  • Patient lift slings
  • Commodes and toileting equipment
  • Bath and shower safety products
  • Incontinence products
  • Personal hygiene products
  • Opened disposable medical supplies
  • Custom wheelchairs and seating systems
  • Customized or specially configured mobility equipment
  • Special-order products
  • Products manufactured or modified specifically for the customer
  • Installed products
  • Open-box or clearance products identified as final sale
  • Products that cannot be resold as new for health, hygiene, or safety reasons

Additional products may be designated as non-returnable on their individual product pages.

Mobility Scooters, Power Wheelchairs & Other Powered Mobility Products

Eligible mobility scooters, power wheelchairs, and other powered mobility products may be returned only when they meet the applicable return requirements for that product.

The equipment must be new and unused and returned in its original packaging with all included parts, accessories, manuals, and materials.

Eligible returns may be subject to a restocking fee of up to 25%, plus return freight and other applicable shipping charges.

Equipment showing signs of use, wear, damage, modification, or operation may not be eligible for return.

Before ordering a powered mobility product, please carefully review its dimensions, weight capacity, seat dimensions, product weight, battery specifications, travel range, turning radius, ground clearance, and other specifications important to your needs.

If you have questions, please contact Mobility Harbour before ordering.

Lift Chairs

Eligible lift chairs may be returned only when they meet the applicable return requirements for that product.

Lift chairs must be new and unused and returned in their original packaging with all included parts, accessories, manuals, and materials.

Eligible returns may be subject to a restocking fee of up to 25%, plus return freight and other applicable shipping charges.

Because lift chairs are large items, customers should carefully review chair dimensions, seat dimensions, weight capacity, required wall clearance, and available space before ordering.

Please contact Mobility Harbour before ordering if you need assistance understanding product specifications.

Damaged, Missing, or Incorrect Products

Please inspect your order promptly after delivery.

If your product arrives damaged, has missing components, or you receive an incorrect product, please contact Mobility Harbour as soon as possible after delivery.

Please retain the product, original packaging, shipping carton, labels, and all packing materials until the issue has been resolved.

When appropriate, Mobility Harbour will work with the manufacturer and/or shipping carrier to address the issue.

Do not discard the original packaging or shipping materials for a damaged product until instructed to do so.

Photographs of the product, packaging, shipping carton, labels, and/or damage may be requested to help document and resolve the issue.

Defective Products & Warranty Claims

A defective product is not necessarily considered a return.

Products that develop a defect after being placed into service are generally handled according to the applicable manufacturer's warranty.

Mobility Harbour will assist customers with the warranty process when appropriate. Warranty coverage and available remedies, including parts, labor, shipping, repair, or replacement, are determined by the terms of the applicable manufacturer's warranty.

Please retain your order information and any documentation provided with your product.

Order Cancellations

Please contact Mobility Harbour immediately if you need to cancel an order.

If an order has not yet been processed, shipped, customized, or entered into production, we will make every effort to cancel it.

Once an order has been processed, shipped, customized, specially ordered, or entered into production, it may no longer be eligible for cancellation.

If an order has already shipped, the cancellation will generally be handled as a return and may be subject to applicable restocking fees, shipping charges, and return freight.

Custom, customized, and special-order products may not be canceled once production or processing has begun.

Refunds

Refunds are issued after the returned product has been received, inspected, and approved for refund.

Approved refunds may be reduced by applicable:

  • Restocking fees
  • Return shipping or freight charges
  • Non-refundable original shipping charges
  • Delivery, assembly, setup, or other service charges
  • Other applicable product-specific charges

Approved refunds will generally be issued to the original method of payment.

Products returned in used, damaged, incomplete, altered, modified, or otherwise non-resalable condition may receive a reduced refund or may be refused, subject to applicable law.

Product-Specific & Manufacturer Return Requirements

Mobility Harbour sells products from multiple manufacturers, and return requirements may vary by product.

When additional or different return conditions are clearly stated on an individual product page, those product-specific terms will apply to that purchase.

Manufacturer requirements may also affect whether a return, warranty claim, replacement, or other remedy is available.

We strongly recommend contacting Mobility Harbour before purchasing expensive, oversized, customized, special-order, or specialized medical equipment if you have questions regarding return eligibility.

Before Ordering

We encourage customers to contact Mobility Harbour before purchasing power wheelchairs, mobility scooters, lift chairs, or other specialized mobility equipment if they are uncertain which product is appropriate.

Our goal is to help you select the correct equipment before your order is placed and avoid unnecessary returns, restocking fees, and freight charges.

Mobility Harbour
Mobility Harbour, LLC
Phone: 866-245-8911
Email: support@mobilityharbour.com
Website: mobilityharbour.com

Return policies are subject to change. The return policy and product-specific requirements in effect at the time of purchase will apply to your order.