Return & Refund Policy

1. Return eligibility

We accept returns of eligible items when all of the following apply:

• The item is new and unused, in its original, undamaged packaging with all parts and manuals, and in resalable condition.
• You request the return within 14 days of delivery.
• We’ve issued a Return Authorization (RA) number.
• The item isn’t on the non-returnable list in section 3.

2. How to return an item

1. Contact usEmail or call within 14 days of delivery with your order number.
2. Get your RAWe’ll confirm eligibility and send your RA number and instructions.
3. Pack & sendPack the item securely in its original box with the RA number, or schedule a pickup with us.
4. RefundAfter inspection, we refund your original payment method.

Unless the return is due to our error or a defect, you’re responsible for return shipping or pickup costs, and for the item until we receive it.

3. Non-returnable items

For hygiene, safety and regulatory reasons, these items are final sale once delivered, opened or used:

• Hospital beds and medical mattresses
• Seat cushions, backs and positioning products
• Bath safety products, commodes and toileting equipment
• Patient lifts and slings
• Opened personal-care and hygiene items
• Custom, configured or special-order equipment, including complex rehab wheelchairs and seating
• Equipment that has been installed, assembled for use, or programmed
• Any item that has had bodily contact

This doesn’t affect our obligations for items that arrive damaged, defective or incorrect (section 5), or your rights under the manufacturer’s warranty.

4. Rental equipment

• Rental equipment remains the property of BlueBay Mobility Inc.
• Rental charges start on the delivery date and continue until the equipment is returned or collected.
• Early returns aren’t refunded on a prorated basis unless we agree in writing.
• You’re responsible for reasonable care. Cleaning, repair or replacement fees may apply for loss or damage beyond normal wear and tear.

5. Damaged, defective or incorrect items

If your order arrives damaged, defective or incorrect:

• Let us know within 48 hours of delivery, or note visible damage with the carrier at delivery.
• Send photos of the item, packaging and shipping label.
• Keep all original packaging until the issue is resolved.

We’ll arrange a repair, replacement or refund at no cost to you. No restocking fee applies, and we cover the return shipping.

6. Restocking fees & non-refundable charges

• Approved returns of eligible items may be subject to a restocking fee of 15%–25% of the item price, depending on the product and its condition. We’ll confirm the fee when we issue your RA.
• Original shipping and delivery charges, and setup, installation or service labor, are non-refundable.
• No restocking fee applies when the return is due to our error or a product defect.

7. Refunds

• Once we receive and inspect your return, we’ll email you to confirm whether the refund is approved.
• Approved refunds go to your original payment method within 5–10 business days. Your bank may take additional time to post it.
• Items returned incomplete, used or damaged may be refused or receive a partial refund.

8. Order cancellations

• You can cancel an order at no charge before it ships or is scheduled for delivery.
• Once an order has shipped, cancellation is treated as a return under this policy.
• Special-order and custom items can’t be cancelled once ordered from the manufacturer.

9. Insurance-funded equipment

Returns and exchanges of equipment funded by Medicare, insurance or another program may also be subject to that payer’s rules. Contact us before returning any funded equipment so we can handle it correctly.

10. Delivery, setup & installation

Delivery, setup and installation services are complete once performed and are non-refundable. Please make sure there’s safe access, any required approvals are in place, and the location is ready on the scheduled date.

11. Manufacturer warranties

Many products include a manufacturer’s warranty. Warranty claims may require inspection, authorization and approval of parts by the manufacturer. We’ll help you with the process, but the manufacturer makes the final warranty decision. See our Terms & Conditions for more.

12. Payment disputes

If there’s a problem with your order, please contact us first. We can usually resolve it faster than a card dispute. This doesn’t limit any rights you have with your card issuer or under applicable law.

13. Changes to this policy

We may update this policy from time to time. The version posted on this page on the date of your purchase applies to that purchase.

14. Contact us