Returns/Exchanges

CANCELLATIONS & REFUNDS: We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at returns@fatimamobility.com. If your return is accepted, we’ll send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at returns@fatimamobility.com.

DAMAGES & ISSUES

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. If your item(s) do arrive damaged, please send photos to returns@fatimamobility.com. 

Short Shipment and Freight Damage

Claims for shortage, errors in delivery or defects apparent on individual inspection must be made in writing to Fatima Mobility within five (5) calendar days after receipt of shipment.  Buyer’s failure to give timely notice of the same shall constitute unqualified acceptance of such shipment.

Damages or Shortages

In an effort to reduce the potential in delaying a resolution of a damage or shortage claim, customer is required to count all receipts prior to customer’s acceptance of delivery from the carrier.  Furthermore, after receipt of products, inspection to obvious damage to product, packaging and/or shortages, must be noted on the carrier’s freight bill or bill of lading (BOL) and be countersigned by the customer.  The damaged products must remain in the original carton, in the event inspection is required by the transportation company.

Customer must notify Fatima Mobility of any damages in transit or any of the aforementioned possible situations within two (2) business days of receipt, or Fatima Mobility shall have no obligations to process credit or arrange for the product replacement.  Contact a Fatima Mobility Service representative at 1-866-424-5741 or a Fatima Mobility Sales Representative to report damages or shortages at sales@fatimamobility.com.

Products Shipped in Error by our suppliers

Customer must notify Fatima Mobility of any shipping errors or disputes within two (2) business days of receipt.  Products shipped in error by suppliers are returnable through RMA procedure, provided that products are received within thirty (30) days of receipt.

Exceptions / non-returnable items

Certain types of items cannot be returned, like custom products (such as special orders or personalized items, configured wheelchair, special or custom products made to customer specifications or sold as non-returnable, and returns prohibited by state law). Please get in touch if you have questions or concerns about your specific item.

All seating components must be returned inside original sealed plastic bags

Unfortunately, we cannot accept returns on sale items or gift cards.

Issuance of a RMA number does not guarantee credit.  Credit issuance is dependent on confirmed receipt/review and acceptance of RMA product back in suppliers inventory and is subject to the other terms of this policy

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Cancellations

All orders cancelled after 48 hours are subject to a $20 administration fee, whether or not your order has shipped.  If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges. Refunds will only be issued to the original credit card that you use when placing your order.

RMA (Returns Merchandise Authorization), Fee Schedule, & Procedure

Return authorization must be obtained in advance from Fatima Mobility.  Goods accepted for credit upon return will be subject to a 25% handling/restocking charge and all transportation charges must be prepaid.

For orders being returned for exchange in color, size, etc. the restocking fee will be reduced to 10%. Any returns thereafter will be on a case by case basis depending on product, situation, and subject to a fee ranging from 20-50% restocking fee, plus a minimum of $20 processing.

Custom-made goods are not subject to return under any circumstances. In no case are goods to be returned without first obtaining an RMA (Returned Merchandise Authorization) number. Return authorization number must be marked on the outside of the box and shipped back to suppliers. All freight charges including the 1st way from suppliers to the customers will not be credited or refunded.

Fatima Mobility will credit any freight and/or handling fee on the original order paid by the customer on returns that are due to a Fatima Mobility or suppliers error, and if all items on the invoice are being returned.