Return Policy

Your purchase from Mobility1st.ca comes with a 30-Day money-back guarantee (some conditions apply). If you are not satisfied with your purchase, simply complete the Return Merchandise Authorization (RMA) form and notify us to get an RMA number. Once you have received the RMA, you may ship the product back to us.

We accept returns on products within 30 days from the date on the original invoice. The items must be returned in their original packaging so that the item is available for resell. Mobility 1st does not accept returns with items out of their original packaging and we do not accept returns after 30 days.

→ Complete RMA Form

Please note:

  • A REFUSED delivery is considered a RETURN, and the appropriate return policy applies

  • The customer pays for freight to return the product

  • If free shipping was provided for the order, it will be applied to your refund

  • The product should be in the condition it was received, unused, and in the original box and/or packaging, except for hygienic products. The original packaging for hygienic products must not have been opened.
    Please do not write anything on the package being returned including RMA# or address

  • A 25% restocking fee applies to returns up to 30 days after invoice date.

  • Used items are not eligible for return and are covered under their respective warranties.

No Returns or Exchanges for the following items (Final Sale):

  • Hospital beds

  • All Bathroom Equipment

  • Mattresses and Pillows

  • Ultra lightweight rigid frame wheelchairs

  • Custom wheelchairs

  • Court wheelchairs

  • Sport wheelchairs

  • Built-to-order items

  • Wound care

  • Wheelchair scales

  • Wheelchair Cushions

  • Back Cushions

  • Tempur-Pedic cushions

  • Invacare 9000 series reclining wheelchairs

  • Incontinence Products

  • Lift Chairs

  • Adaptive Strollers

NOTE: not all “Final Sale Items” are listed above. However, it will be stated on the product if otherwise

Refused Deliveries/Packages

If packages are refused at the point of delivery, you will be responsible for the return shipping.

Reimbursement

Once the product has been returned, inspected and deemed in saleable condition, you will receive reimbursement by the same means of which you purchased it. Refunds will be subject to a 25% restocking fee. This process can take 10-14 business days. Please remember that credit card reimbursements depend upon your bank. It is the customer’s responsibility to cover any shipping/insurance costs for the item to be shipped back. Please note that shipping/insurance charges are non-refundable.

Products under Warranty

Under the terms of the manufacturer warranty, it is the customer’s responsibility to adequately package all warranty returns. We strongly advise you to use the original packaging to protect the product from freight damage. If you do not have your original packaging, replacement packaging may be purchased by calling customer service. If you decide to ship the product in any other packaging, you will be responsible for any and all shipping damage to the product. A product that is received with shipping damage will be handled as a billed.

Cancel an Order

To cancel your order, you must contact us by email at sales@mobility1st.ca or via telephone during our normal business hours:  9:30 am to 5:30 pm EST, Monday to Friday and 10 am to 3 pm Sat. Please state clearly your order number, the date of purchase, your name and contact details, the item you wish to cancel and the reason. 

Orders are not considered cancelled until confirmed by Mobility 1st. We will do our best to accommodate your cancellation request; however, we are unable to accommodate cancellation requests once your order has begun processing.

If your order has begun processing or shipped and you wish to return the item, please refer to our Return Policy.

We again thank you for shopping at Mobility 1st. Our goal is to ensure that all our customers are satisfied with all their purchases. If you have a product that you wish to be returned, please contact us by phone at 1-866-235-7966.

We reserve the right to modify our Return Policy at any time without notice.

RETURN
MERCHANDISE
AUTHORIZATION
FORM

Complete the form below to request a Return Merchandise Authorization. Once completed and authorized, return instructions will be provided to you.