Hieline Mobility Return & Exchange Policy

At Hieline Mobility, we understand that sometimes you might need to return or exchange a medical equipment item. We want to make this process as easy and convenient as possible for you. This policy outlines the conditions, timelines, and exceptions for returning or exchanging most items purchased from Hieline Mobility.

General Return & Exchange Window:

You have 30 days from the date of receipt to return or exchange most items.

Conditions for Return/Exchange:

• Items must be in new, unused condition, free from any signs of wear and tear, dirt, or damage.
• Original packaging, including manuals and accessories, must be included.
• Certain exclusions apply (see details below).

Restocking Fees:

• A restocking fee of 10% to 30% may apply to some returned items.
• The specific restocking fee for an item will be displayed on the individual product page on our website (coming soon!).

Return Shipping Costs:

You are responsible for covering the cost of return shipping the item to Hieline Mobility.

Items Not Eligible for Return/Exchange:

• Custom-made items: Products built to your specific needs or specifications, such as custom wheelchairs, lift chairs with upgraded features, or scooters with custom add-ons cannot be returned.
• Hygienic products: For health and safety reasons, some products cannot be returned, including bathroom safety equipment (excluding select Rehab Shower Commode Chairs), slings, incontinence products, and mattresses.
• Open-box items: Open-box specials are discounted new products that may have slight imperfections and are sold “as-is” and are not eligible for return or exchange.
• Parts: Replacement parts are not eligible for return.

How to Return or Exchange an Item:

• Contact Us: Obtain a Return Authorization (RA) number by calling us at 1-855-HIE-LINE (1-855-443-5463) or emailing us at [email protected] Please have your order number and the item number you wish to return/exchange ready.
• Pack the Item: Carefully pack the item in its original packaging, including all manuals and accessories.
• Ship the Item: Ship the item back to the address provided on your RA number within 14 days of receiving the RA number. We recommend using a trackable shipping service with insurance for your own protection.

What Happens After You Return Your Item:

Upon receiving your return, Hieline Mobility will inspect the item for damage and signs of use.

Approved Return: If the item meets the return conditions, your refund will be processed within 4 weeks to your original payment method, minus any applicable restocking fees.

Non-Approved Return: If the item does not meet the return conditions, we will contact you to discuss options. You may choose to have the item shipped back to you at your expense.

Damaged or Incorrect Items:

If you receive a damaged or incorrect item, please contact us immediately at 1-855-HIE-LINE (1-855-443-5463) or email us at return@hieline.com within 48 hours of delivery. We will arrange for a prompt replacement or repair at no additional cost to you.

Additional Information:

Please note that this policy applies to online and in-store purchases at Hieline Mobility.

In some cases, manufacturer warranties may supersede this return policy.  We recommend checking the product information or contacting the manufacturer for details on their warranty policy.

This policy is subject to change without notice.

For a complete list of non-returnable items and detailed information on specific product return windows, please visit our Returns & Exchanges page on our website (coming soon!).

We’re Here to Help!

If you have any questions regarding our return or exchange policy, or if you need assistance with the return process, please don’t hesitate to contact our friendly customer service team at 1-855-HIELINE (1-855-443-5463) or email us at care@hieline.com

We strive to provide exceptional customer service and ensure a smooth and hassle-free return or exchange experience for our valued customers.