Exchanges/Returns
Damages:
At the time we deliver the product shipment to you, ensure the safety of your purchase! It is crucial to follow these simple steps:
1) Open and inspect your item(s) before signing for the delivery. Confirm that you have received the correct item(s) as ordered.
2) Use an ink pen to make a note of any damage directly on the "Delivery Ticket".
Signing the "Delivery Ticket" releases any liability from the supplier. It indicates you have reviewed the shipment and verified there is no damage to the product. Remember not to sign anything until you have checked out the product and have verified there is no damage.
If you choose to accept delivery, please document any product damage, such as defects, tears, missing parts, or rips, on the "Delivery Ticket". If you're worried about shipping damages, decline the delivery and have the freight company to return the shipment.
Please note that if you cannot follow these steps (inspecting and documenting), it will render any shipping insurance policy void.
*The freight "Delivery Tickets" says “I received all items” in excellent condition.
*PLEASE INSPECT the product and package at the time of delivery. By signing the "Delivery Ticket", your ability to file an insurance claim with the freight provider and be successful disappears.
*If you notice damage to the product after delivery, you will be responsible for any replacement or repair costs.
If the item is damaged through the shipping process, please call 800-270-8358 or email customer-service#improvedmovability.com for help. You must report any damage to a shipping claim in 48 hours from delivery.
RETURN POLICY:
Improved Movability is here to “Empower your Mobility”. Our goal is to provide efficient and timely customer service to help you make the right decisions. However, we understand that sometimes a product may not meet your expectations and you need to return or cancel your purchase. If you need to return or cancel an item, simply follow our policies and procedures.
Return Policy:
Contact Improved Movability at 1-800-270-8358 or customer-service@improvedmovability.com ofr a Return Authorization Request Number (RA#), . This is required for all product returns to be accepted and considered for credit by the supplier.
If you return products without the RA#, we won't credit your account and will charge a 50% restocking fee.
Your receipt of an RA# does not guarantee credit. Credit issuance depends on the confirmed receipt of the product and the review of the returned product by the supplier.
This request must contain:
*Why you are returning the order so that Improved Movability may work with our suppliers for better quality control purposes.
*Please email a picture of the damage so that Improved Movability can collaborate with our suppliers for better quality control.
The Return Authorization Number must be returned to Improved Movability within 30 days of receiving the product. There are suppliers that require the return of a product within the 30-day window. We will mark these suppliers and at the product level on the Improved Movability website.
Ex: The delivery date (the actual date that the shipment is delivered to the customer) of the product is December 1. The customer has until December 30th at 4:00 pm eastern time to request the RA#.
This includes weekends and federally recognized holidays.
Once the customer receives the Return Authorization Number (RA#), they must return the product within 14 days.
Ex: The delivery date (the actual date that the shipment is delivered to the customer) of the product is December 1. The customer has until December 30 at 4:00 pm eastern time to request the RA#.
Ex: The customer has from December 31 to January 13 return the product.
This includes weekends and federally recognized holidays.
The 14 day window varies for individual suppliers. We will mark these suppliers as well at the product level on the Improved Movability website.
Follow the return-shipping instructions provided with your RA#. When items are returned to the wrong address, Improved Movability may charge for any additional associated shipping fees.
Instructions include the following, but are not limited to:
*Include the Customer’s name, address and purchase order number.
*The Return Authorization Number (RA#) listed clearly on the outside shipping label.
All returned products shipping costs are born by the customer.
We will not accept packages that do not have the RA# on the outside of the outside label.
ALWAYS use a reputable delivery service such as Fedex, UPS, USPS, so that you can track the return and, if you choose, purchase insurance. Which is highly recommended.
Customers must return the product in new condition. The return packaging must include all the original manufacturers’ packaging, parts, manuals, etc.
Our suppliers require the product to be returned in brand new condition, with no scratches, marks, dents, or signs of use. For instance, if you purchase a powered wheelchair and take it for a "test run," it will be considered as being used and it will fall outside the parameters of new and unused.
Issuance of an RA# does not guarantee credit for the product. Issuing credit depends on the confirmed receipt of the product and the review of the returned product by the supplier.
Improved Movability will issue the credit to the credit card used for the purchase once we receive the product and the supplier approves the credit.
Return Policy Considerations
Improved Movability will clearly mark the medical device products that are not returnable on the page.
Any non-refundable product that has left the warehouse is not eligible for a return.
Accessories/Parts/Replacement-Parts
Custom Built Ramps
Anything open, used, or tried-on
The Cross-Contamination Law covers various products, such as hygiene and bathroom items, body braces and cushions. Authorities enforce this law.
Custom Wheelchairs
Custom Strollers
Lift Chairs
Patient Lifts
Raised Toilet Seats and Commodes
Shower Chairs and Bath Seats
Scooters
Clinical furniture items are non-returnable as they are special order products.
Products considered hazardous material.
Products returned without a Return Authorization Number will incur a 50% re-stocking fee.
Unless directed by Improved Movability or the actual supplier
Returning a product without an RA# may cause other restocking fees being charged, ranging from 20 to 50%.
Custom-built products are non-refundable.
Such as any product that you requested special features, such as a specific color or change to the original design.
Products purchased for less than $100 are non-refundable, as this costs the customer more than the original product because of shipping costs.
All returned products shipping costs are born by the customer.
CANCELLATION POLICY
1) Once the supplier ships an order, the customer cannot cancel either the purchase order or the shipment.
2) You must accept delivery of the shipment
3) At the time they delivered the product to you, ensure the safety of your purchase! It is crucial to follow these simple steps:
1) Open and inspect your item(s) before signing for the delivery. Confirm that you have received the correct item(s) as ordered.
2) Use an ink pen to make a note of any damage directly on the "Delivery Ticket".
Signing the "Delivery Ticket" is releasing any liability from the supplier. It is you saying you have reviewed the shipment and have verified there is no damage to the product. Remember not to sign anything until you have checked out the product and have verified there is no damage.
Document any product damage such as defects, tears, missing parts, or rips, on the "Delivery Ticket" at the time of elivery. If you're worried about shipping damages, you can refuse delivery and have the shipment returned.
Please note that if you cannot follow these steps (inspecting and documenting), they will render the shipping insurance policy void.
*The freight "Delivery Tickets" says “I receive all items in excellent condition”.
If you don't inspect the product and package upon delivery, you won't be able to file a successful insurance claim later.
*If you notice damage to the product after delivery, you will be responsible for any replacement or repair costs.
If your item has a defect or was damaged during shipping, please contact us at 800-270-8358 or email customer-service@improvedmovability.com for help. Damages in shipping claim must be reported in 48 hours from delivery.
4) Follow the standard RETURN POLICY process shown above