At Hieline, 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.
General return and exchange window
You have 30 days from the date of receipt to return or exchange most items.
Conditions for return or 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 the details below.
Restocking fees
A restocking fee of 20 percent applies to returned equipment, including power wheelchairs and mobility scooters. The restocking fee for an item is shown on that item's product page. It does not apply to anything on the not-eligible list below, because those items do not come back at all.
Return shipping and delivery fees
You are responsible for covering the cost of return shipping the item to Hieline. We recommend a trackable service with insurance for your own protection.
The original shipping cost is also deducted from your refund. Most orders ship to you at no charge, and that shipping is a real cost we pay when the item leaves. If the item comes back, the amount we paid to deliver it to you is deducted from your refund along with the restocking fee. Ask us before you order and we will tell you what the shipping on your item would be, so there is no surprise later.
Delivery service fees are not refunded, including Inside Delivery, White Glove delivery and technician set-up, because that work has already been carried out.
Items not eligible for return or exchange
- Custom-made items. Anything the factory builds to your order cannot be returned. That covers custom wheelchairs and scooters with custom add-ons, and manual wheelchairs built to the seat size, arms and front rigging you choose. A stock chair that simply comes in more than one width is returnable in the normal way, and the product page tells you which one you are looking at. Check each choice before you order, and call us first if you are not sure which seat size is right.
- Car seats. Once a child restraint has left us we cannot confirm that it has not been in a crash or fitted wrongly, so it can never be sold again. Car seats cannot be returned. Check the size before you order and call us first if you are not sure which one fits.
- Lift chairs. Lift chairs are built and configured for the person who ordered them and cannot be returned, new or used.
- Vehicle lifts. A vehicle lift is installed on your vehicle, wired into it and in many cases drilled into it. Vehicle lifts cannot be returned. Tell us your vehicle and your equipment when you order and we check the fit with the manufacturer before anything ships.
- Ramps. Threshold and portable ramps are supplied to the exact rise or length you order, and the rubber threshold ramps are trimmed, cut or notched to fit your own doorway. Ramps cannot be returned. Measure before you order, and call us if you are not certain which size that makes.
- Completed White Glove deliveries. Once a technician has set up your item in your home and you have signed the delivery slip, that item cannot be returned.
- Hygienic products. For health and safety reasons, some products cannot be returned, including bathroom safety equipment, as well as slings, incontinence products, and mattresses.
- Open-box items. Open-box specials are discounted new products that may have slight imperfections, are sold as is, and are not eligible for return or exchange.
- Parts. Replacement parts are not eligible for return.
- Accessories. Accessories 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-HIELINE (1-855-443-5463) or emailing care@hieline.com. Please have your order number and the item number you wish to return or 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 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 fee and minus the original shipping cost we paid to deliver the item to you.
- 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-HIELINE (1-855-443-5463) or email care@hieline.com within 48 hours of delivery. We will arrange for a prompt replacement or repair at no additional cost to you. Neither the restocking fee nor the shipping deduction applies when the fault is ours.
Additional information
- This policy applies to online and in-store purchases at Hieline.
- 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.
We are here to help
If you have any questions regarding our return or exchange policy, or if you need assistance with the return process, please contact our customer service team at 1-855-HIELINE (1-855-443-5463) or email care@hieline.com. We strive to provide exceptional customer service and a smooth, hassle-free return or exchange experience for our valued customers.
