Return Policy

At Metromobility.com, our goal is to help you choose the right mobility product with confidence. However, we understand that in some cases a product may not meet your expectations. If you need to return an item, please review the return details for your specific product before proceeding.

Each product page includes a dedicated “Return” tab outlining the exact return conditions for that item. Please review this information carefully, as return eligibility and fees may vary by product.

Important Delivery Inspection Notice

Please inspect your product immediately upon delivery.

  • If the product is damaged or incorrect, do not accept the delivery.
  • If the item was delivered without a signature and arrives damaged or incorrect, please contact our Customer Support team immediately.

Contact Information

Once delivery has been accepted, the return conditions below will apply.

General Return Conditions

  • Many products are subject to a restocking fee. Please refer to the individual product’s Return tab.
  • Return shipping costs are the customer’s responsibility.
  • Products must be returned in their original packaging.
  • Items must be new and unused.

Signs of Use Include (but are not limited to):

  • Scratches, cracks, or frame damage
  • Dirty or worn tires
  • Pet hair or household debris
  • Wear on seats or armrests
  • Damage to charging ports or remotes

All Included Accessories Must Be Returned

Examples include:

  • Chargers
  • Baskets
  • Included shrouds

Accessories purchased separately do not need to be returned.

Non-Refundable Fees & Services

The following charges are non-refundable:

  • Outgoing freight
  • Next-Day or Overnight shipping
  • Inside Delivery
  • White Glove Delivery
  • Technical Setup services

General Return Window

Most items may be returned within 30 days of delivery, provided they meet all return conditions.

Please always refer to the individual product’s Return tab, as some products may have more restrictive policies.

Items Subject to a 20%–25% Restocking Fee

Returned items in the categories below are subject to a 20%–25% restocking fee:

  • Lift Chairs
  • Power Wheelchairs
  • Mobility Scooters
  • Manual Wheelchairs (excluding custom-built models)
  • Beds
  • Rehab Shower Commode Chairs
  • Parts & Accessories

Return Process

Step 1 — Request a Return Authorization (RA)

You must request a Return Authorization (RA) within the product’s eligible return window.

Fastest Method

Submit our online Return Authorization Request form.

Or Contact Us Directly

Please include:

  • Order number
  • Customer name
  • Item number

Step 2 — Ship the Item

Once your RA is approved:

  • The item must be shipped within 14 days
  • Ship the item to the address listed on the RA

Step 3 — Product Inspection

Upon receipt, the product will be inspected for:

  • Damage
  • Missing items
  • Signs of use

If the item shows signs of use, a refund cannot be issued.

If the item is deemed non-returnable, we will contact you to arrange return shipping (shipping costs apply).

Approved refunds will be issued to the original payment method, minus any applicable restocking fees.

Important: Returns without an RA number will not be accepted or credited.

Return Shipping Responsibility

Unless the return is due to a Metromobility error, return shipping is the customer’s responsibility.

We are happy to help you choose an appropriate shipping method once your RA is issued.

For large items, we strongly recommend purchasing shipping insurance covering the full retail value.

Failure to follow return shipping instructions may result in additional fees.

Additional Fees May Apply

  • Returning items to the wrong address
  • Missing a scheduled carrier pickup

A $10 missed pickup fee may apply in these situations.