If you are not satisfied with your order, you may return it within 30 days of purchase for a refund or exchange. If the order is cancelled after it ships from one of our warehouses, then our return policies apply. If you refuse the order, then the shipping and restocking costs will be deducted from any credit issued.
In all cases, send an email to returns@thecarecenter.com first so we can advise you on the best method of returning the product.
Ship the item to The Care Center, postage paid. A receipt must accompany your return. The product you are returning must not have been used and must be in the original packaging and in saleable condition. Determination of "saleable condition" will rest with The Care Center.
Restocking Fees:
These days, with such competitive pricing on the web, most of our suppliers have a restocking fee of some kind. It's not good business to take advantage of someone's honest mistake, but at the same time, you can't stay in business by losing money either. On this note we do have to state that we will simply pass along any restocking fees from our suppliers. This can range anywhere from 10% to 30% depending on the item and the supplier. Please be careful to double-check your order.
Before You Return an Item:
Before you return an item that you purchased from us, you must have an RMA Number. This is a RETURN MERCHANDISE AUTHORIZATION. There are no exceptions. You can get one by sending an email to returns@thecarecenter.com. The RMA that we send to you will either be contained in an email or we may elect to send you a call tag from one of our carriers. Usually UPS or FedEx. We will let you know in advance via email. It is very important that the RMA Number is clearly visible and legible on the box. Any items that are received by us, or at one of our warehouses, without an RMA, will be returned to you and you will not receive a credit, exchange or refund.
Product Damaged In Transit:
Please inspect product immediately upon delivery. In the unlikely event that the product was damaged in shipping, do not return the product. Call, or e-mail us at customerservice@thecarecenter.com within 3 days so that we can notify the shipper. Claims received after 3 days will not be honored. The shipper will inspect the damaged product and packaging. Do not throw away the packing material or box. We will replace your product as soon as possible, at no charge to you.
When requesting an RMA, please include:
Your original invoice number and your name (and/or the name of the person who originally placed the order)
The item number for the item you are returning
The reason for return
Your RMA request must be received prior to thirty days from the original invoice date.
In order for you to receive full credit, we must receive the item(s) within 10 days after the RMA number is issued.
RMA numbers will not be extended or reissued.
All returns must be in new, salable condition, with all the original packaging, accessories, warranty cards (Blank), instructions, parts, booklets, etc. Partial or otherwise incomplete returns will be rejected. All returns will be inspected for compliance to our our Return Policy before any refunds are given.
For product returns, you are responsible for the shipping arrangements and cost. We will give you the proper return address for your items. You may use any reputable commercial carrier capable of providing proof of delivery and insurance for the entire value of the shipment. You are required to insure the items you are returning to us, if the value exceeds $100.00. Many carriers typically cover up to $100.00 at no extra charge, in many cases.
If we accidentally sent the wrong item to you, (we admit it, sometimes it does happen!), or if it is defective, we will refund those costs for sending the item(s) back to us.
WHEELCHAIRS:
Standard wheelchairs and standard accessories are returnable, as long as:
The item is not damaged and does not show signs of use
The original carton/packaging is in good condition
Remember, the return shipping costs are the responsibility of the buyer.
Any custom ordered wheelchairs or custom ordered equipment cannot be returned. This includes all ultra lightweight and "sport" wheelchairs. This is due to manufacturers' policies for custom-made products.
All returns on defective Hoyer (patient) Lifts, wheel chairs and scooters will be accepted by The Care Center within 30 days for repair or replacement only, at our discretion. After 30 days the manufacturer’s warranty will apply.
PRIDE MOBILITY PRODUCTS
Pride Mobility has some specific instructions for Receiving, Inspection, and Returns of their products.
WARRANTY INFORMATION: For complete warranty and return details visit Pride Mobility.
All Pride products must be carefully inspected for carton damage upon arrival, preferably with the driver still present.
PRIDE MOBILITY POWER CHAIRS and SCOOTERS:
Please choose your power chair/scooter model, style, color, and options carefully. Custom ordered or specially modified scooters and travel chairs are not returnable except for repair or replacement.
Standard scooters and power chairs can be returned, with a 10% restocking fee and return freight charges prepaid by the consumer. The scooter or power chair MUST be returned according to Pride Mobility's guidelines, which includes Pride Mobility approved packaging.
PRIDE MOBILITY LIFT CHAIRS:
The same guidelines apply to Pride Lift Chairs.
MANY OF THESE ARE CUSTOM ORDERS. PLEASE BE VERY CAREFUL WHEN SELECTING YOUR SIZES, FABRICS AND COLORS. ALL NON-STANDARD SALES ARE FINAL UNLESS THERE IS A DEFECT ISSUE. THEN ARRANGEMENTS WILL BE MADE FOR REPAIR OR EXCHANGE ONLY.
RAMPS:
Ramps that show wheel tracks, scuffs and scratches in the finish, cannot qualify for returns. Other folks would not be happy buying a new, expensive ramp that just doesn't look brand new.
OTHER NON-RETURNABLE ITEMS:
Electrical parts or products are not returnable. Any parts or accessories that have been scratched or in any way damaged on installation cannot be returned.
Health and hygienic regulations help prevent illness, so certain products are not returnable if they have been removed in any way, from their original packaging. They can be exchanged only if they are actually defective. These products include, but are not limited to:
Items worn on your body (like support stockings), Bath Safety Products, raised toilet seats, toilet safety frames, commodes, bath seats and transfer benches, upholstered products such as seat cushions, Hoyer slings, and mattresses.
If you are not sure if an item is returnable, please send an email to returns@thecarecenter.com and ask. We will reply as quickly as possible.
