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Return Policy

Return Policy

Southern Mobility and Medical vs. the competition...

DID YOU KNOW??

If you decide to add an option like an upgraded fabric, heat & message, an upgraded seat size, larger batteries, custom colors, etc, you can’t return the product with other companies.

You can with us! Purchase with Confidence whether a standard product or a customized version.

Our goal is to ensure that you always select the right product for your needs. However, you may occasionally receive a product that doesn't work for you. If you need to return an item, please review our Return Policy below and call or email us to request a return. You can email us at customersolutions@southernmobilityonline.com or call 1-800-681-8831 to request an RA number. Please include your order number, your name, the date ordered and the item number you are returning.

To keep our online pricing competitive and offer quality service, returns are subject to the following restocking fees:

  • A 15% re-stocking fee will be applied to all standard, “warehouse” or non-customized products with product price of $1500 or less. If over $1500, the restocking fee is 20%. All normal return criteria applies.
  • We will accept returns for Custom ordered items (bariatric products, motorized seat lifts, upgraded fabrics, added heat and message option, upgraded seats, colors, batteries, luxury scooters/power chairs etc.) A 30% re-stocking fee will be applied. All normal return criteria applies.
  • Due to certain items' price, size, or uniqueness, we cannot accept returns on the following products:
    • Power Wheel Chairs: Pace Saver Power Chairs, Heartway Challenger CL, Heartway Sahara KX
    • Lift Chairs: Serta Fusion Loveseat SX-872-2L, Serta Oceanside SX-920
    • Scooters: Drive King Cobra, Drive Cobra, Drive Maverick, Heartway Vita Monster, Heartway S8X Aviator, Heartway Vita Sport, Pride Pursuit XL

Return Criteria

Products may be returned within 30 calendar days from date of delivery with a Return Authorization (R.A.) number issued by Southern Mobility. Products must be returned at your expense and meet the following conditions:

  • An R.A. # must be requested AND the returned item must be received at our Raleigh NC warehouse within 30 calendar days from your delivery date. Please ship your item early enough to avoid missing the deadline date.
  • Product must be returned in its original undamaged packaging.
  • The product must be unused and in brand new condition. Any items that show wear, damages, odors, stains, if missing parts or manuals, etc. will not be accepted for return.
  • If the product does not meet our return criteria, it is not Southern Mobility's responsibility to get the equipment back to the customer.
  • White Glove and other delivery charges are not refundable.
  • If your product was White Glove Delivered, you are responsible for delivery back to our warehouse. If you cannot provide delivery, we can pick up your product(s) for a pick-up fee (Price depends on location, NC ONLY!).
  • Returns received without an R.A.#  or beyond the 30 calendar day period a will not be credited.
  • If we shipped the wrong item to you or you require an exchange, we will send shipping labels to you for shipping back. If you refuse to follow our instructions or refuse to work with us to get your issue resolved, you will be held financially responsible for the item.
  • If Southern Mobility waives any normal fees for your order, like White Glove Delivery, the customer is responsible for paying the cost of that fee and any other fees waived.

Return Shipping

Unless Southern Mobility was at error with your order, return shipping/ freight is your responsibility. We highly recommend insuring larger items for their retail value to protect against shipping damage.

Please be sure to carefully follow all return-shipping instructions that are included with your Return Authorization number. Southern Mobility is not responsible for shipping damages or shipping delays on returns.

Cancelled Orders

Orders cancelled at different stages of processing will have tiered cancellation fees.

  • For orders under $1500, a 15% fee will be applied for orders cancelled once an order has been processed or shipped.
  • For orders over $1500, a 20% fee will be applied for orders cancelled once an order has been processed or shipped.
  • For custom products, a 30% fee will be applied for orders cancelled once an order has been processed or shipped.
  • If you cancel your order after it has shipped and refuse delivery, a 20% restocking fee and any shipping related fees will be applied.
  • For select items, a higher stocking fee may apply. See product page for details.

All standard return policies above apply. You must accept delivery, obtain an RA Number and ship the item back to the correct address above. Shipping costs will not be credited.

Credits

Once your return is received, we will issue a credit in the same manner as the purchase. Please allow up to 4 weeks for your credit to be processed. If your item is defective or was damaged in shipping, please call us or email us at the email and phone number above. We will arrange for the item to be replaced promptly.

Financing Options

**If a purchase is made through a financing option such as "Paypal Financing", return options, if any, are based on the financing contract terms with the specific lender and replace any of our normal return policies.**

Open Box Items

Because of our low pricing, all sales are final on all Open Box Items. No returns or exchanges, no exceptions.