Eligibility for Returns

To qualify for a return, your order must meet these criteria:

  • Condition: The product must be unused, in its original packaging, with all tags, manuals, and accessories intact. Wheelchairs must not have been assembled, charged, or tested beyond visual inspection.
  • Reason: Returns are accepted for buyer’s remorse, wrong item received, or non-defective issues. Defective items are handled under warranty (see below).
  • Exclusions:
    • Customized or personalized orders (e.g., special colors, engravings, or modifications).
    • Opened or used products, including those with battery charging or wheel attachment.
    • Items damaged due to misuse, improper storage, or after the 24-hour delivery inspection period.
    • Software or app-related digital components (non-refundable).
    • Shipping costs are non-refundable unless the error is ours.

We do not accept returns for “change of mind” on assembled wheelchairs, as they are considered custom-fitted mobility aids.

Return Period

You have a limited window to initiate a return:

  • 3–7 working days (Monday-Friday, excluding holidays) from the date of delivery confirmation.
  • The clock starts once the carrier marks your order as delivered (check your tracking email).
  • Late requests may be considered at our discretion, but we cannot guarantee approval after 7 days.

How to Initiate a Return

Follow these steps for a smooth process:

  1. Contact Us: Within the 3–7 day window, email wacwheels@gmail.com or call 1-(979) 205-0566 with your order number, reason for return, and photos if applicable. We’ll provide a Return Authorization (RA) number and instructions.
  2. Pack Securely: Repackage the item in its original box or equivalent, including all components. Clearly label the package with your RA number and return address (provided by us).
  3. Ship Back: Use the prepaid shipping label we supply for continental US returns (we cover return shipping on approved orders). For Alaska/Hawaii, you may need to cover initial shipping costs, refundable upon inspection.
    • Return shipping must be completed within 10 days of RA issuance.
    • Drop off at a UPS/FedEx/USPS location or schedule a pickup.
  4. Inspection: Upon receipt (typically 5-10 business days), we’ll inspect the item. If approved, processing begins immediately.

Note: Wheelchairs are oversized, so returns require freight shipping. Do not attempt to ship without our guidance to avoid additional fees.

Refunds

Once your return is received and verified:

  • Processing Time: Refunds are issued within 5-10 business days of inspection approval.
  • Method: Original payment method (e.g., credit card, PayPal). Refunds include the product price; original shipping fees are non-refundable unless we made an error.
  • Partial Refunds: May apply for incomplete returns (e.g., missing accessories) or restocking fees (up to 15% for non-defective returns to cover inspection and repackaging).
  • Tracking Refunds: Monitor your account or bank statement. If using a gift card or financing (e.g., Affirm), credits may take longer.

For orders paid via Medicare/insurance, returns must comply with provider rules—contact us for assistance.

Exchanges and Warranty

  • Exchanges: If you need a different size, color, or model, we can process an exchange during the return window (subject to availability). This may involve a new purchase with credit from the return.
  • Defective or Warranty Claims: If the issue is a manufacturing defect (not damage), it’s covered under our 3-year warranty. No return needed— we’ll arrange repair, replacement, or refund at no cost. Report within 28 days of delivery for fastest resolution.
  • Damaged in Transit: Handled per our Shipping & Delivery Policy—report within 24 hours for full replacement without return shipping.

Special Notes for Wheelchairs

  • Health & Safety: As Class II medical devices, our products are non-returnable if opened due to contamination risks. We recommend professional fitting during your free in-home demo to minimize returns.
  • Restocking Fees: Applied only to non-defective returns to account for specialized handling.
  • Bulk or Commercial Orders: Custom policies apply; contact sales for details.

We’re committed to making returns hassle-free, leveraging our extensive experience to resolve issues quickly. If your return involves accessibility needs or special circumstances, our team will accommodate where possible.

Thank you for trusting WAC (Wireless Adaptive Chair) with your mobility needs. We appreciate your business and look forward to serving you better.

Contact Us

For shipping inquiries or assistance, contact:
📧 wacwheels@gmail.com
📞 (979) 205-0566
📍 2930 Preston Road, Frisco,TX,75034