Refund & Return Policy
Transparent, simple, and customer-focused return protocols for your medical and mobility equipment.
Return Window
30 Calendar Days
Return Shipping Fee
Free for Defective Items
Restocking Fee
0% (No Fees)
Refund Processing
5-7 Business Days
1. Standard Return Window & Eligibility
We offer a 30-day return window beginning from the exact date of delivery confirmation. To be eligible for a standard return, items must adhere to the following criteria:
- Item must be in unused, unridden condition with no visible signs of wear, frame scratches, or tire tread marks.
- Products must remain inside their original factory packaging along with all original manuals, tool kits, power adapters, and certificates.
- A valid Return Merchandise Authorization (RMA) number issued by Prime Wheelchairs must accompany the package.
2. Defective, Damaged, or Incorrect Items
If your wheelchair, frame, or accessory arrives damaged during transit or exhibits manufacturing defects, please contact us immediately upon receipt.
Resolution Guarantee: We will provide a pre-paid insured return label at no cost to you, and arrange an expedited replacement dispatch or issue a 100% full refund upon inspection.
How To Process Your Return
Request RMA
Submit your order details using the RMA form below or email Info@primewheelchairs.com.
Package & Ship
Repackage the item securely in original packaging and attach the provided authorized shipping label.
Inspection & Refund
Upon arrival at our facility, refunds are processed directly to your original payment method within 5–7 days.
3. Return Shipping Costs & Restocking Policy
In accordance with Google Merchant Center transparency policies, all fee structures are disclosed up front:
- Defective Items / Merchant Error: Zero cost. Prime Wheelchairs covers all return freight and replacement shipping charges.
- Buyer's Remorse / Change of Mind: The customer is responsible for standard return transit shipping fees.
- Restocking Fees: We charge 0% restocking fees on standard catalog returns.
4. Custom & Non-Returnable Items
Due to health regulations and custom manufacturing parameters, certain items carry return exceptions:
| Product Category | Return Eligibility | Policy Notes |
|---|---|---|
| Active Rigid Frames (Custom Dimensions) | Exempt from Standard Return | Custom frame geometry tailored to anatomical specifications. Defect warranty applies. |
| Seating Cushions & Hygiene Products | Conditional | Must remain sealed in original unopened sanitary packaging. |
| Standard Stock Wheelchairs & Power Units | 30 Days Eligible | Eligible for full refund within 30 days in original packaging. |
5. Item Exchanges
The fastest way to exchange a product (e.g., ordering an alternative cushion dimension or accessory) is to initiate a return on the original item and place a separate order for the new product once your RMA is confirmed.
6. Refund Method & Processing Window
Approved refunds are credited directly back to the original method of payment (Visa, MasterCard, PayPal, or Bank Transfer). Processing typically takes 5 to 7 business days depending on your issuing financial institution.
Submit Return / RMA Request
Complete this form to receive your Return Merchandise Authorization and shipping guidance.
Authorized Return Processing Depot
Ottobock SE & Co. KGaAAttn: Prime Wheelchairs RMA Department
Max-Nader-Straße 15
37115 Duderstadt, Germany
Contact Email: Info@primewheelchairs.com