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Product Return Policy1

Power Wheelchairs, Full Size Scooters, Hoverlifts, Parts and Accessories (not delivered by a factory-trained technician):

  • A 15% restocking fee will apply to all authorized returns made within 15 calendar days from date of delivery.
  • Customer is responsible for all return shipping costs if order is cancelled or returned. See Cancelled Orders Policy.
  • Customer can request a Hoveround technician pick up the product for an additional $300 handling fee2.
  • Product must be in new and unused condition – no scratches, dents, wear or dirty tires.
  • Product must be returned in its original packaging including all paperwork, parts and accessories. Return requests without original packaging will not be accepted.
  • A Return Authorization must be requested from Hoveround within 15 calendar days of delivery of the product.
  • No returns will be authorized after 15 calendar days from date of delivery.
  • Once a Return Authorization has been received, products must be returned within 15 calendar days.
  • For hygienic reasons, custom chair cushions are non-returnable and non-refundable.
 
Lightweight Travel Scooters, Ramps and Carriers:
  • A 25% restocking fee will apply to all authorized returns made within 15 calendar days from date of delivery.
  • Customer is responsible for all return shipping costs if order is cancelled or returned. See Cancelled Orders Policy.
  • Customer can request a Hoveround technician pick up the product for an additional $300 handling fee2.
  • Product must be in new and unused condition – no scratches, dents, wear or dirty tires.
  • Product must be returned in its original packaging including all paperwork, parts and accessories. Return requests without original packaging will not be accepted.
  • A Return Authorization must be requested from Hoveround within 15 calendar days of delivery of the product.
  • No returns will be authorized after 15 calendar days from date of delivery.
  • Once a Return Authorization has been received, products must be returned within 15 calendar days.
 
Bathroom Accessibility Products:
  • For hygienic reasons, bath lifts and bathroom accessories are non-returnable.
  • See cancellation policy.
 
Stair Lifts and Vertical Platform Lifts:
  • Due to custom installation required, vertical platform lifts, stair lifts and stair lift components are non-returnable.
  • If you decide to cancel your stair lift order after it has been shipped and before the rail has been cut, you will be refunded less a 15% restocking fee and any freight costs.

Apparel:
  • Due to custom nature of apparel orders and hygienic reasons, hats and clothing items are non-returnable and non-refundable. 
  • Any order that arrives damaged or defective may be exchanged.
  • A return authorization must be requested within 3 business days from date of delivery in order to exchange product.
  • Once a Return Authorization has been received, products must be returned within 15 calendar days.

 
 
Return Authorizations
 
To request a Return Authorization call us at 1-800-308-5002 and we will fax or e-mail you a Return Authorization form, including a RA number and any necessary shipping and packaging instructions.  Please note that we CANNOT accept returns without a RA number.  Once a Return Authorization has been received, products must be returned within 15 days.
 
Cancelled Orders
 
Orders cancelled after the item has shipped are subject to all standard return policies. You must accept delivery, obtain a Return Authorization and ship the item back at your own expense.  If delivery of an item is refused, return shipping costs will be deducted from the returned payment and a 15%-25% restocking fee (minimum $25) will apply. 
 
Shipping Costs
 
Customers are responsible for all shipping costs of returned merchandise. We highly recommend insuring larger items to protect against shipping damage.  Hoveround will be happy to assist you to arrange the best shipping method for the product you are returning.
 
Credits
 
Once your return is received and verified, Hoveround will issue a refund in the same form of payment as originally used for the purchase.  Please allow 30 days for your credit to be issued.  Delays may be experienced in the case of incomplete returns.  Incomplete returns or damaged merchandise may be declined or issued partial credits.  The credit issued will be the purchase price less shipping costs and any restocking fees that apply. 
 
 
1 This policy applies to cash sale, non-insurance reimbursed, telephone, internet and mail-order items only.  It does not include Power wheelchairs, Scooters and/or Hoverlifts delivered by a factory trained technician.
2 Not available in all areas. Must reside within current Hoveround service area as of date of return request.