Return and Refund Policy

This policy is a "Quality Control Manual" for your customers. In the high-ticket mobility niche, "Integrity" means being upfront about the costs of a return while ensuring the customer feels protected by a professional standard.

We are framing this using the logic of a Technical Inspection. If a wheelchair is returned, it must pass a "Structural Audit" to ensure it can be safely re-issued to another person with accessibility needs.

Wheel Adapt: Return & Refund Audit Policy

Effective Date: March 3, 2026 Authorized By: Integrity Executive / Registered Agent Compliance

1. The Philosophy of Integrity

At Wheel Adapt, we treat every transaction with the same technical rigor as an engineering project. We understand that mobility equipment is a critical "life system." If the equipment does not meet the specified performance standards or fit your requirements, we provide a clear, transparent pathway for returns.

2. The 30-Day Verification Period

You have 30 days from the date of delivery to initiate a "System Audit" (Return Request).

  • The Condition: To maintain the integrity of our inventory, items must be in "As-Built" condition—unused, free of scuffs or mechanical wear, and in the original professional packaging.

  • Documentation: A receipt or proof of purchase is required to open a claim.

3. Non-Returnable "Custom" Assemblies

Consistent with industry standards for hygiene and personalized engineering, the following items are Final Sale:

  • Custom-Configured Chairs: Any equipment built to specific anatomical measurements.

  • Hygiene-Sensitive Items: Cushions, slings, and bathroom safety equipment (once the factory seal is broken).

  • Clearance/Outlet Items: Marked as "Final Sale" at the time of procurement.

4. The Return Process (Submitting a Claim)

To initiate a return, you must file a Return Authorization Request:

  1. Contact: Email us at info@wheeladapt.com with the subject line: RETURN REQUEST - [Order #].

  2. Inspection Photos: You must provide four high-resolution photos showing the current "Structural Condition" of the item.

  3. Authorization: Once approved, we will issue a Return Merchandise Authorization (RMA) and shipping instructions. Items sent back without an RMA will be rejected at the loading dock.

5. Logistics & The "System Re-Entry" Fee

  • Shipping Costs: Unless the item arrived damaged (System Failure), the customer is responsible for return freight costs. For high-ticket wheelchairs, we recommend insured LTL freight.

  • Restocking Fee: A 15% Re-Entry Fee is applied to all returns. This covers the technical inspection, sanitation, and repackaging required to certify the equipment for the next user.

6. Refunds

Once your return passes our Quality Assurance Inspection, we will notify you of the approval.

  • Timeline: Approved refunds are processed within 10 business days to your original payment method.

  • Note: Financial institutions may take additional time to post the "Credit" to your account.