If you received a chair that is in perfect condition but want to return it for a different reason you have a full 30 days to do so. In these instances, you will need to pay for return shipping and submit the form below to request a return authorization. Any returns received in our warehouse without an issued return authorization will be ineligible for a refund and will be returned to you at your expense.
REQUEST A RETURN AUTHORIZATION
Strongback Mobility is committed to exceptional customer service and we want to give our customers the easiest return process possible. Please submit the form below to request a return authorization. Once we have received your request, we will send you a confirmation email with your return authorization number (which must be included with your wheelchair to return) and the address where you can mail your returned item.
Returns submitted more than 30 days after delivery will not be authorized for return. Products must be returned in their original packaging, and have no cracks, scratches, or any indications of use. A return authorization must be requested, and the return authorization number must be included with your return. Customer is responsible for return shipping costs.
The frame of your new Strongback Mobility wheelchair is guaranteed for 2 years against defects in manufacturing and materials. The seat, footrests and other auxiliary parts are guaranteed for 12 months. The warranty does not cover defects or deterioration due to normal wear or damage due to misuse, alteration, tampering, negligence, accidents, unauthorized repair or any other cause beyond the reasonable control of Strongback Mobility.
In order to activate your warranty you must send a photo of the defective part and the chairs serial number to email@example.com. If Strongback Mobility determines that it is a faulty part and you are within the 12-month time frame, Strongback Mobility will send you a replacement part free of charge. If Strongback Mobility determines that it is a faulty frame and you are within the 2-year warranty time frame, you will be given the choice of a new chair if ordered through this website, or a full refund.
If there is a problem with the frame, you must contact us at firstname.lastname@example.org to get a return authorization number. Be prepared to provide us with proof of purchase including name and date, order number, as well as a description and photo(s) of the defect.
It is important to remember that returns will only be accepted with prior authorization. Please DO NOT SEND your chair to Strongback Mobility LLC without a return authorization. Any returns received by our warehouse without an issued return authorization will be ineligible for a STRONGBACK refund and will be returned to you at your expense.
If, after inspection, the product is deemed defective, it will be replaced free of charge or you will be issued a full refund. The inspection process usually takes 7-10 days after the product reaches the warehouse.