Return Policy at CYA Mobility

At CYA Mobility, we strive to ensure you always choose the right product for your mobility needs. However, occasionally, a product may not suit your expectations. If you find yourself needing to return an item, please refer to the specific product page for detailed return conditions.

Inspecting Your Product

Please thoroughly inspect your product upon arrival. If the product arrives damaged or if it is not the product you ordered, please do not accept the delivery. If the product was delivered without a signature and you find it to be damaged or incorrect after delivery, contact CYA Mobility Customer Service immediately.

Return Conditions After Acceptance

• A Restocking Fee may apply based on the specific product. Please check the individual product page for details.
• You are responsible for return shipping costs, and the product must be returned in its original packaging.
• The product must be in a new, unused condition. Signs of use include but are not limited to scratches, dirt, or wear on any part of the product.
• All original accessories and chargers that were included in the product's box must be returned. Accessories purchased separately are not required to be returned.

Non-Refundable Fees

Please be aware that outgoing freight, delivery service fees, including expedited shipping, inside delivery, white glove delivery, and setup services are not refundable.

General Guidelines for Returns

To understand the specific return conditions for your product, please refer to the 'Return Tab' on the individual product page. Most items are eligible for a return within 10 days of receipt.

Returned products are subject to a 20%-25% restocking fee. These include:

• Lift chairs
• Power wheelchairs
• All scooters
• All manual wheelchairs (excluding custom which are non-returnable)
• Beds
• Rehab Shower Commode Chairs

Products that are custom-made by the manufacturer and tailored to your specifications are not eligible for return. For hygiene reasons, certain products like bath safety equipment, seating cushions and backs, all slings, and mattresses are not returnable.

Return Process

1. Obtain a Return Authorization (RA): Contact CYA Mobility within 10 days of receipt to request an RA. You can do this through our online Return Authorization Request form or by contacting customer service via email or phone.
2. Ship the Item: Once you have received an RA, ship the item to the address provided within 10 days.
3. Inspection and Refund: Upon receipt and inspection of the returned item, if it is in an acceptable condition, we will process your refund, minus any restocking fees, to the original form of payment.

Note: Products returned without an RA number or beyond the 10-day period will not be accepted for a refund.

Return Shipping Instructions

Unless it is a result of our error, you are responsible for arranging and paying for your return shipping. We recommend that you insure the shipment as you are responsible for the product until it reaches us.

Cancellation Policy

If you cancel an order after the item has shipped, you must accept delivery, obtain an RA Number, and return the item according to our return policy. If delivery is refused, return shipping costs will be deducted from your refund, and a 25% restocking fee may apply.

Credits

Once your return is received and processed, we will issue a refund to the payment method used at purchase. Please allow up to four weeks for processing. If the payment was made by check or money order, we will issue a check within 30 days.

If your item is defective or was damaged during shipping, please contact us immediately. We will arrange for repair or replacement promptly.