If you are not 100% satisfied with your purchase, most products can be returned within 30 days to qualify for a refund.¹ For hygienic purposes, some products are non-returnable and non-refundable, and for custom manufactured equipment including stairlifts and vertical platform lifts, certain restrictions apply (see below).
White Glove Delivered Orders
For products eligible for White Glove Delivery and delivered by a factory-trained technician, there is no obligation and you will receive a 100% refund for the purchase amount with no penalty if you do not accept equipment at delivery. After accepting equipment, a return request can be made within 3 business days with no restocking fee. Any White Glove Delivery fees are non-refundable after accepting delivery. A 15% restocking fee will apply to all authorized returns after 3 business days and up to 30 calendar days. To qualify for a refund, the product must be in new and unused condition (no scratches, dents, or dirty tires) and must be returned with all paperwork, parts and accessories.
Direct Ship Orders
For product shipped direct, you can return your order within 30 calendar days with a 15% restocking fee. To qualify for a refund, the product must be in new and unused condition (no scratches, dents, or dirty tires) and must be returned in its original packaging including all paperwork, parts and accessories. Return requests without original packaging will not be accepted. Customer is responsible for all return shipping costs. If you cancel your order after the product has shipped, all standard return policies apply.
Stair Lifts & Vertical Platform Lifts
Due to custom installation required, vertical platform lifts, stair lifts and stair lift components are nonreturnable and non-refundable once installed. For straight stairlifts, if you cancel your order after it has been shipped and before the rail has been cut, you will be refunded less the $500 deposit amount paid when placing your order. Curved stairlifts cancelled after manufacturing has begun will be refunded less the 50% deposit paid when placing your order. For vertical platform lifts cancelled after it has been shipped, you will be refunded less a 15% restocking fee and any return freight costs.
For hygienic reasons, bath lifts, bathroom accessories, and custom wheelchair cushions are non-returnable and non-refundable.
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.
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 shipment is refused, a 15% restocking fee and any return shipping costs will be deducted from your refund.
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.
Once your return is received and verified, Hoveround will issue a refund in the same form of payment as originally used for the purchase. 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.
1This policy applies to non-insurance reimbursed purchases. Return policy details vary for third-party payers and are available