Refunds and Returns Policy
Effective Date: November 29, 2024
At TLC Home Mobility Inc., customer satisfaction is our priority. This Refunds and Returns Policy outlines the conditions, timeframes, and processes for returning or requesting refunds for purchased or rented home mobility equipment. By using our services or purchasing from us, you agree to the terms outlined here.
1. Eligibility for Returns and Refunds
a. Products Eligible for Return
- New Products: Must be unused, in original packaging, and include all accessories and documentation.
- Pre-Owned Products: Are final sales and are not eligible for returns or refunds
b. Non-Returnable Products
- Custom or special-order items.
- Products marked as “final sale” at the time of purchase.
- Pre-owned Products
2. Refund and Return Conditions
a. Timeframes
- Purchased Products: Returns must be initiated within 14 days of delivery or pickup.
- Rented Equipment: Requests for early return must be made at least 2 business days before the scheduled return date.
b. Condition of Returned Items
All returned items must:
- Be clean and sanitized.
- Include all original components and accessories.
- Be free of damage, wear, or modification beyond normal usage.
c. Fees and Deductions
- Restocking Fee: A restocking fee of 30% of the purchase price will apply to returns of new products.
- Inspection Fee: For rented equipment, an inspection fee may be charged if items that are returned in poor condition.
- Return Shipping: Customers are responsible for all return shipping costs unless the product is defective or incorrect.
3. Refund Process
a. Approved Refunds
- Defective Products: Full refund or exchange will be provided, including shipping costs.
- Other Returns: Refunds will be issued for the purchase price minus applicable fees.
b. Refund Methods
Refunds will be processed to the original payment method within 10-15 business days after the return is approved and inspected.
4. How to Initiate a Return
To start the return process, please follow these steps:
- Contact Us:
- Email us at tlc@tlchomemobility.com with your order number, details of the product, and reason for return.
- Await Authorization:
- Our customer support team will review your request and provide a Return Authorization (RA) number if eligible. Returns without an RA number will not be accepted.
- Prepare the Item:
- Repackage the product securely, including all original components and documentation.
- Clearly label the package with the provided RA number.
- Ship the Item:
- Ship the package to:
TLC Home Mobility Inc.
22 Geddy Street, Whitby, Ontario, L1P 1P8 - Retain the tracking number for your records.
- Ship the package to:
5. Conditions for Rented Equipment
a. Rental Periods
Rental agreements are binding for the agreed duration. Returns before the end of the rental period are not eligible for partial refunds.
b. Equipment Condition
Rented equipment must be returned in the same condition as delivered, barring normal wear and tear. Customers will be charged for any damages, missing parts, or extensive cleaning required.
6. Defective or Incorrect Products
If you receive a defective or incorrect product:
- Contact us immediately at tlc@tlchomemobility.com or call our customer service team.
- Provide your order details and a description of the issue, including photos if possible.
- We will arrange for a replacement, repair, or refund, including return shipping costs if the product is confirmed defective or incorrect.
7. Customer Support
If you have questions about this policy or need assistance with a return or refund, please contact us:
- Email: tlc@tlchomemobility.com
- Address:
TLC Home Mobility Inc.
22 Geddy Street, Whitby, Ontario, L1P 1P8
Our team is available to help during business hours, Monday through Friday.
At TLC Home Mobility Inc., we strive to ensure a seamless experience. Thank you for choosing us for your home mobility needs!
