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Refunds & Returns Policy
Clear return, refund, exchange, and rental-return terms for new products, pre-owned equipment, rental equipment, defective items, incorrect orders, and approved return requests.
Policy Highlights
This summary is provided for convenience. The full policy below controls the return and refund process.
Return requests within 14 days
Eligible new products must be unused, in original packaging, and include all accessories and documentation.
Final sale
Pre-owned products are sold as final sale unless TLC confirms otherwise in writing.
No early-return prorating
Rental agreements are binding for the agreed term. Early returns are not eligible for partial refunds unless approved by TLC.
Contact TLC first
Returns must be reviewed and authorized before items are shipped, dropped off, or returned.
1. Policy Overview
This Refunds & Returns Policy applies to products purchased from TLC Home Mobility Inc. and to return-related requests for rental equipment, where applicable.
By purchasing from TLC Home Mobility, placing a rental order, accepting delivery, picking up equipment, or using TLC equipment, you agree to the terms outlined in this policy and any applicable rental agreement, invoice, order confirmation, or checkout terms.
2. Products Eligible for Return
New products may be eligible for return when all conditions below are met:
- The return request is initiated within 14 days of delivery or pickup.
- The product is unused, clean, and in original condition.
- The product is in its original packaging.
- All accessories, manuals, documentation, parts, and components are included.
- TLC has reviewed and approved the return request before the item is returned.
3. Non-Returnable Products
The following products are not eligible for return or refund unless TLC confirms otherwise in writing:
- Pre-owned products, which are final sale.
- Custom, modified, or special-order items.
- Products marked as final sale at the time of purchase.
- Used products, opened personal-use items, or products that cannot be resold for hygiene, safety, or condition reasons.
- Items missing parts, accessories, packaging, manuals, or documentation.
4. Return Conditions, Fees & Deductions
Approved returns must meet TLC’s condition requirements before any refund is processed.
| Item | Condition or Fee | Details |
|---|---|---|
| New product returns | 30% restocking fee | A restocking fee of 30% of the purchase price applies to approved returns of new products. |
| Return shipping | Customer responsibility | Customers are responsible for return shipping unless TLC confirms the item was defective or incorrect. |
| Condition review | Inspection required | Returned items must be inspected by TLC before refund approval. |
| Missing parts or damage | Deductions may apply | Charges may apply for damage, missing parts, cleaning, repackaging, or reduced resale condition. |
5. How to Start a Return
Do not ship, drop off, or return any item before receiving return instructions from TLC.
Contact TLC
Provide your name, order number, product details, and reason for return.
Wait for review
TLC will review eligibility and provide return instructions if the item qualifies.
Prepare item
Package the item securely with all original components, accessories, and documentation.
Inspection
Refunds are processed only after TLC receives, checks, and approves the returned item.
6. Refund Approval & Processing Time
Approved refunds are issued to the original payment method whenever possible.
- Refunds are processed after the item is received, inspected, and approved by TLC.
- Refunds are normally processed within 10 to 15 business days after return approval and inspection.
- Bank, card provider, or payment processor timing may add additional posting time.
- Refund amounts may be reduced by applicable restocking fees, shipping costs, damage charges, missing parts, cleaning, or other approved deductions.
7. Rental Equipment Returns
Rental equipment is governed by the rental order, invoice, checkout confirmation, and TLC’s Rental Agreement & Terms.
- Rental agreements are binding for the agreed rental duration.
- Returns before the end of the rental period are not eligible for partial refunds unless TLC approves otherwise in writing.
- Requests for early return or pickup should be made at least 2 business days before the requested return date.
- Rental equipment must be returned in the same condition as delivered, except for normal wear and tear.
- Customers may be charged for damage, missing parts, misuse, excessive cleaning, missed pickup appointments, or other rental-related costs.
8. Defective or Incorrect Products
If you receive a defective or incorrect product, contact TLC as soon as possible.
- Provide your order details and a description of the issue.
- Include photos or videos where helpful.
- TLC will review the issue and may arrange a replacement, repair, exchange, or refund depending on the circumstances.
- If TLC confirms the product is defective or incorrect, applicable return shipping or correction costs may be covered by TLC.
9. Contact for Return or Refund Help
For return, refund, exchange, defective item, or rental-return questions, contact TLC before taking action.
- Phone: 289-600-7226
- Email: info@tlchomemobility.com
- Website: Contact TLC Home Mobility
- Location: Whitby, Ontario, Canada
Need help with a return or refund question?
Contact TLC before shipping, returning, or dropping off any item. We’ll help confirm whether the product or rental equipment is eligible and explain the next step.
Related TLC Policies
Review related pages before purchasing, renting, returning, or requesting support.
Questions About a Return?
Call or contact TLC Home Mobility before returning any product or rental equipment so we can confirm eligibility and next steps.
