Start a return.
This page walks you through our return process one step at a time. It takes about five minutes. If everything checks out, you get your RMA number at the end.
Step 1 of 6
Before you start
Please read these five points first. They decide whether your item can come back.
Some items cannot be returned.
Custom-made items, car seats, lift chairs, vehicle lifts, ramps, items set up in your home by our White Glove technician, hygienic products, open-box items, parts and accessories cannot be returned. Hygienic products include bathroom safety equipment, slings, incontinence products and mattresses.
It must be new and unused.
The item must be in new, unused condition with no wear, dirt or damage. It must come back in its original box with every manual and accessory.
You have 30 days.
You have 30 days from the day you received the item to start a return.
A restocking fee applies.
A restocking fee of 20 percent applies to returned equipment, including power wheelchairs and mobility scooters. The fee for your item is shown on its product page. The original shipping cost we paid to deliver your item is also deducted from your refund. Delivery service fees such as Inside Delivery, White Glove delivery and technician set-up are not refunded.
You ship it back at your own cost.
You take the item to a shipping company of your choice and pay for the shipping. We do not provide shipping labels or arrange pickups. We recommend a trackable service with insurance for your own protection.
Did your item arrive damaged, or did you receive the wrong item? Please do not use this page. Call us at 1-855-HIELINE (1-855-443-5463) or email care@hieline.com within 48 hours of delivery. No restocking fee or shipping deduction applies when the fault is ours.
The full terms are in our return policy.
Your order
Tell us who you are and which order this is. We check these details against our records. If you have an account, sign in to pick the item from your orders.
Your item
Search for the item you want to return and add it. You can add more than one item from the same order.
Its condition
Please answer each question honestly for every item you are returning. We inspect every return when it arrives.
Why you are returning it
Review and confirm
Please check your details. Your RMA number is created when you confirm.
What comes off your refund
- The restocking fee shown above for each item.
- The original shipping cost we paid to deliver your order.
- Any delivery service fees you paid, such as Inside Delivery, White Glove delivery or technician set-up.
If you have a question about your item, call us at 1-855-HIELINE (1-855-443-5463) or email care@hieline.com. A real person will help you.
Your RMA number is ready.
Write this number down or print this page. We have received a copy of your request.
Where to ship it
720 F Ave, Suite 101
Plano, TX 75074
How to send it
- Pack the item in its original box with every manual and accessory.
- Write your RMA number clearly on the outside of the box.
- Take it to a shipping company of your choice and pay for the shipping. We recommend a trackable service with insurance for your own protection.
- Ship it within 14 days, by .
What happens after we receive it
- We inspect the item for damage and signs of use.
- If it meets the return conditions, we refund you within 4 weeks to your original payment method. The restocking fee, the original shipping cost and any delivery service fees are deducted.
- If it does not meet the conditions, we contact you to discuss your options. You can choose to have it shipped back to you at your expense.
Questions? Call us at 1-855-HIELINE (1-855-443-5463) or email care@hieline.com.
