Refund policy

Thanks for choosing All Star Wheelchairs. We want you to be fully satisfied with your purchase, and this Return & Refund Policy explains how returns work, the costs involved, and how refunds are issued. Please read it carefully, and note that all returns must be requested and approved by All Star before anything is sent back.

Our 45-Day Return Window:

  • You have 45 calendar days from the delivery date to request a return.
  • To be eligible, the item must be unused and in the same condition you received it, with all original components, accessories, and packaging, and proof of purchase.
  • Returns are not accepted without prior approval. Contact us first to start a return and receive instructions.

7-Day Risk-Free Trial:

  • If your wheelchair simply isn’t the right fit, you may return it at no cost to you within the first seven (7) days after delivery.
  • To qualify, the item must be only lightly used, in resaleable condition, and repackaged exactly as it was delivered.
  • This free-return trial applies to the first 7 days after delivery only. After that, the return costs below apply.

Return Costs & Restocking Fee:

  • For returns requested after the first 7 days, you are responsible for return shipping. We will provide a prepaid return label and deduct its cost from your refund.
  • A 10% restocking fee applies to these returns and is deducted from your refund.
  • Original shipping charges, where applicable, are non-refundable.

Return Label Validity (7 Days):

  • Return labels issued by All Star are valid for seven (7) days from the date provided.
  • If the label is not scanned and accepted by the carrier within this 7-day window, it is automatically voided and the return is no longer eligible for a refund. This keeps returns moving and ensures the fastest possible refund.
  • If you need help using your label or have extenuating circumstances, contact us before the label expires at Support@allstarwheelchairs.com.

Condition of Returned Items:

  • All returned items must arrive in their original condition, complete with all components, accessories, and packaging.
  • If an item is returned damaged, incomplete, or in a condition different from how it was delivered, we reserve the right to deduct up to 20% of the original purchase price as an additional restocking fee.
  • Items that show heavy use or are returned without their original packaging may not be eligible for a refund.

How to Start a Return:

  • Email Support@allstarwheelchairs.com with your order number and the reason for your return.
  • Once your return is approved, we will issue a return label and instructions. Items returned without prior approval cannot be accepted.

Refunds:

  • Once we receive your item, we will inspect it and notify you that it has arrived, then let you know the status of your refund.
  • Approved refunds are issued to the original payment method only. We are unable to refund a different card or payment method.
  • Refunds are issued after inspection. The time for the credit to appear depends on your card issuer’s policies.
  • Return shipping and any original shipping charges are non-refundable and are deducted from your refund.

Damaged in Transit:

  • Please inspect your order at the time of delivery. Report any transit damage to Support@allstarwheelchairs.com within forty-eight (48) hours of delivery, with clear photos of the item and all packaging.
  • Keep all original packaging until your claim is resolved. Damage reported after the 48-hour window is handled case by case; if we are not notified within 48 hours, we may treat the damage as customer-caused.

Warranty Claims Are Separate:

  • Defects in materials or workmanship discovered after the return window are handled under our Limited Lifetime Warranty, not this Return & Refund Policy.

If you have any questions about returning an item, contact us at Support@allstarwheelchairs.com