If the product you received is damaged or not what you expected it to be, and want to return the item, please submit a return request to our Customer Service department via email us at contact@buildmywheelchair.com for return instructions and to receive a return authorization number. All items must be returned in their original packaging, including any documentation, and must be in new, re-sellable condition. Any custom built item that is built to special specifications is ineligible for return. This includes but is not limited too; ultra lightweight wheelchairs, heavy duty wheelchairs, tilt and space wheelchairs, pediatric wheelchairs, outdoor/all terrain power wheelchairs, power elevating/recline/tilt power wheelchairs, rehab shower commode chairs, bathroom transfer systems, standing frames and gait trainers. For hygiene reasons, all seat cushions, back cushions, positioning components and any items that have been in “skin contact” are ineligible for return. Buildmywheelchair.com must be notified within 48 hours of delivery for any damage or request for return on any product eligible for return. Once notification of return has been completed, merchandise must be returned within 30 days of the receipt of order. No returns are accepted after 30 days. Returns will be reviewed and inspected before issuing credit. A restocking fee of 30% will apply to items eligible for return and will require approval from product manufacturer before credit or reimbursement. Shipping charges will be deducted from your refund if you have us assist in return shipping. Allow 2 to 4 weeks to process the credit and it will be applied to your credit card or original method of payment.