Our 30-day return promise

1. Our promise, plainly put

If a product you buy from us isn't right for you, you may return it within 30 days of the delivery date for a full refund, provided it is unused, undamaged and in its original packaging. Mobility decisions need real time — we'd rather you test a chair on your own rugs, doorways and driveway than rush.

On standard returns within the contiguous 48 states we email you a prepaid return label — you will not be out of pocket for a change-of-mind return on stocked items. Canadian returns get a prepaid DHL label too (allow 7–10 days for transit; we handle the customs paperwork). Alaska, Hawaii and the territories are coordinated by our team at our cost as well; they just take a little longer.

2. Conditions for a standard return

Items must be unused, in original condition, with all accessories, manuals, chargers and free gifts included, and in the original packaging (packaging may be opened, just not destroyed). Products must be clean and free of marks, odors or signs of wear.

Proof of purchase is required — your order number or the email address used at checkout is enough; we keep every order on file.

3. Items that cannot be returned (unless faulty)

For hygiene and safety reasons, the following can only be returned if their factory hygiene seal is unopened: pressure-relief cushions, commodes, shower chairs, and any product that makes direct skin contact once unsealed. This aligns with FDA guidance on the resale of personal-care devices.

Products that were custom-built, custom-upholstered or specially ordered in a non-standard configuration are excluded from change-of-mind returns. If anything in this category arrives defective or damaged, it is always covered — see Section 6.

4. How to start a return

Step 1 — Email returns@heavenlymobility.com or text +1 (605) 585-4816 with your order number and the reason for the return. Photos help us help you faster.

Step 2 — We reply within one business day with a Return Merchandise Authorization (RMA) number and email your prepaid FedEx return label (or schedule a freight pickup for power chairs and scooters — heavy items go by scheduled freight at our expense).

Step 3 — Pack the item as securely as you can (original boxes are ideal). When it reaches our Sioux Falls warehouse, our team inspects it within 48 hours and emails you the outcome immediately.

5. Refund timing and method

Approved refunds are issued to your original payment method within 5 business days of the warehouse inspection: card payments refund to your card, PayPal back to your PayPal account, and Affirm loans are cancelled or adjusted through Affirm directly. Your bank may take 1–3 additional days to post the credit.

If your order qualified for free shipping and a partial return drops the order value below $299, nothing is clawed back — free shipping was earned on the day you ordered.

6. Damaged, defective or incorrect items

If anything arrives damaged, faulty or not what you ordered, contact us within 48 hours of delivery. Consistent with the Magnuson-Moss Warranty Act and your state's implied-warranty rules, you are entitled to a repair, replacement or full refund — your choice — including all return shipping, which we cover entirely.

Defects that emerge later are handled under the manufacturer's written warranty (listed on every product page) or the implied warranty of merchantability, whichever protects you better. We manage the claim for you, including loaner equipment for essential-mobility customers wherever possible.

7. Exchanges and fit swaps

Need a different seat width, color or model? We treat exchanges as a return plus a new order so stock is reserved for you immediately. Both the return label and the replacement shipment are free within the 30-day window.

8. Returns address

HeavenlyMobility Returns, 312 S Conklin Ave, Sioux Falls, SD 57103, United States. Please never send anything back without an RMA number — unannounced parcels cannot be matched to refunds.