Refund policy

We want you to choose the right mobility product for your needs. Because scooters, power wheelchairs, and lift chairs can be large, costly to transport, manufacturer-direct, or specially configured, returns require advance authorization. Please review the product page and this policy before opening, assembling, configuring, or using your order.

30-Day Return Request Period

You may request a return within 30 calendar days after the product is delivered. To be eligible for an ordinary return, the item must be new, unused, unassembled, uninstalled, and in the same condition in which it was received. It must include the original packaging, manuals, accessories, parts, tags, and proof of purchase.

A return is not approved until HomePro Mobility issues written return authorization and provides return instructions. Do not ship an item to a HomePro office, showroom, or manufacturer without authorization. The correct return location may vary by product. Unauthorized returns may be refused or may result in additional shipping and handling charges.

To request a return, contact HomePro Mobility through the store contact page or call 1-866-709-2272 during business hours. Please include your order number, product name, reason for the request, and photographs of the product and packaging.

Return Shipping and Restocking Charges

For an approved return that is not caused by shipping damage, a verified defect, or our error, the customer is responsible for arranging and paying return shipping, including freight service when required. Original expedited, premium, in-home, assembly, installation, or other special-delivery charges are not refundable.

Scooters, power wheelchairs, and lift chairs may be subject to a manufacturer restocking or processing charge of up to 25% of the product price. The exact rule may vary by product and manufacturer; when a charge applies, HomePro Mobility will disclose it on the product page when available and confirm it during the return-authorization process before the customer ships the item. Costs caused by missing packaging, missing parts, damage, use, assembly, or improper return shipment may also be deducted from the refund or may make the item ineligible for return.

Non-Returnable Items

The following items are not eligible for an ordinary change-of-mind return unless they arrive damaged, are incorrect, or qualify for a warranty remedy:

• Scooters and power wheelchairs that have been ridden or otherwise used. Signs of use include, without limitation, dirty or worn tires, pet hair or household debris, scratches or cracks, seat or armrest wear, charging-port damage, frame damage, or altered settings.
• Lift chairs that have been used, stained, damaged, or assembled beyond what HomePro Mobility authorizes for inspection.
• Scooters or power wheelchairs with customer-selected, custom, or non-standard add-ons after manufacturer processing has begun.
• Custom or special-order lift chairs, including non-standard fabrics, sizing, controls, heat, massage, or other made-to-order options, after manufacturer processing has begun.
• Products returned without the complete original carton, pallet, packing materials, manuals, chargers, keys, baskets, accessories, parts, and other items originally included with the product.
• Opened batteries, chargers, replacement electrical components, or separately purchased accessories unless HomePro Mobility confirms return eligibility in writing.
• Clearance, open-box, final-sale, or otherwise non-returnable products when clearly identified as such on the product page before purchase.

If you are unsure whether an item is returnable, contact us before opening, assembling, or using it.

Return Authorization and Inspection Process

Request return authorization within the applicable 30-day return window. If HomePro Mobility approves the request, we will provide the return destination and shipping instructions. The authorized product must be shipped within 14 calendar days after those instructions are issued unless we agree otherwise in writing. Products sent without authorization or to the wrong location may not receive credit.

After the authorized return arrives, it will be inspected for use, damage, missing components, and compliance with the product-specific return conditions. If a product is not eligible for a refund, we will contact the customer. The customer is responsible for any shipping charges required to send an ineligible product back to them.

Shipping Damage, Missing Parts, and Incorrect Items

Inspect all cartons and the product immediately at delivery. For freight deliveries, note visible carton or product damage on the delivery receipt before signing whenever possible. If damage is substantial, refuse the delivery and contact HomePro Mobility promptly.

Report visible or concealed shipping damage, missing components, or an incorrect item within 48 hours after delivery. Keep the product and all packaging, take clear photographs of every side of the carton, shipping label, damage, and product, and do not assemble or use the item until we provide instructions. Timely documentation helps us pursue a freight claim and arrange the appropriate remedy.

If HomePro Mobility confirms that the product was damaged in transit, shipped incorrectly, or is missing parts, we will coordinate the appropriate replacement parts, repair, replacement, or return at no additional cost, subject to the carrier and manufacturer claim process.

Defects and Manufacturer Warranties

Most products include a manufacturer warranty. Warranty duration, coverage, exclusions, and service procedures vary by product and manufacturer. A defect or service issue is not automatically treated as an ordinary merchandise return.

Contact HomePro Mobility with the order number, model and serial number, description of the issue, and supporting photographs or video. We will help identify the appropriate troubleshooting, parts, service, or manufacturer-warranty process. Warranty coverage is determined under the applicable manufacturer warranty and does not cover misuse, accidents, unauthorized modification, normal wear, improper charging, or damage occurring after delivery unless the warranty states otherwise.

Exchanges

The fastest way to obtain a different product is normally to request authorization for the original item and place a new order after return eligibility is confirmed. Price differences, shipping, and any applicable restocking charge will apply. HomePro Mobility may offer a direct exchange when practical, but exchanges are not guaranteed.

Cancellations

Contact us immediately if you need to cancel an order. We will attempt to cancel an order without charge if it has not entered manufacturer processing, customization, fulfillment, or shipment. Cancellation is not guaranteed after an order is submitted.

Custom, special-order, and made-to-order products cannot be cancelled once production or manufacturer processing begins. If an order has already shipped, it is governed by this return policy. Carrier redirect, return-to-sender, storage, or redelivery charges caused by a customer-requested cancellation or refusal may be deducted from the refund.

Refunds

After an authorized return is delivered and inspected, we will notify you whether the refund is approved and identify any authorized deductions. Approved refunds are issued to the original payment method, normally within 10 business days after inspection. Your bank or card issuer may require additional time to post the credit.

If more than 15 business days have passed after HomePro Mobility confirms that a refund was issued, please contact us.

Contact

For return and refund questions, use the contact form at https://www.shophomepromobility.com/pages/contact or call 1-866-709-2272, Monday through Friday, 9:00 a.m. to 5:00 p.m. Eastern Time, excluding major U.S. holidays.