Return And Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. HandyScoot and SmartScoot who have a 14-day return policy, eWheels has a 15-day return policy, and Mobile Stairlift has a 7-day return policy.

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. We will ask for photos of the item before accepting the return. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at support@skywardmedical.com. If your return is accepted, we’ll send you a return shipping label, as well as 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 questions at support@skywardmedical.com.

Damages and 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.

Products damaged by user error aren't returnable or refundable.

Exceptions / non-returnable items

Note: Some manufacturers do not accept returns, including but not limited to Mototec, Charme, Diestco, Dundalk, Top Medi, Mijo, ActiveAid, Wheeleez, and Heathline.

Non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for toilet commodes, bedframes, mattresses, hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

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

Made-to-Order Products Policy

Thank you for choosing our made-to-order products! We take pride in crafting items specifically tailored to your needs and preferences. Please review our policy regarding made-to-order products:

Order Confirmation: Once your order is placed for a made-to-order item, it will be processed and customized according to your specifications.

Cancellation Policy: Due to the nature of made-to-order items, which are custom-created specifically for you, we are unable to accept cancellations once production has begun. This policy ensures that we can continue providing personalized and high-quality products for all our customers.

Refunds and Exchanges: As made-to-order products are created uniquely for each customer, they are not eligible for refunds or exchanges, except in cases of defects or errors on our part. If you receive a product that is damaged or incorrect, please contact us immediately so we can resolve the issue promptly.

Order Modifications: If you need to make changes to your order, please contact us as soon as possible. We can accommodate modifications before production begins, but once the production process has started, changes may no longer be possible.

Customer Responsibility: Please ensure that all details and specifications for your made-to-order item are accurate before confirming your order. Review your order carefully, as we cannot be responsible for errors in the details provided by you.

We appreciate your understanding and cooperation with our made-to-order policy. If you have any questions or need further assistance, please don’t hesitate to contact our customer service team.

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.

Processing Fees
We understand that sometimes our customers may need to cancel an order, and we want to make the process as easy as possible. However, please note that a processing fee will be deducted from the refund if the order is cancelled within 70 days after the payment is captured, even if the item has not yet shipped. Payments are captured (6) days after order is placed. Customers will be informed of shipping changes or updates soon after their order has been made.

The processing fee covers our administrative costs, such as credit card processing fees, order processing fees, and other expenses incurred when processing your order. If you cancel your order within 70 days after the payment has been captured, we will deduct this fee from your refund.

Please note that if your order has already shipped, this policy no longer applies, and you will need to follow our standard return policy.