Refund and Returns Policy

Overview

Unused merchandise may be returned for refund or credit within 30 days of purchase. The item being returned must be in its original packaging and be unused. Some items are Non Returnable including but not limited to open urological products, shower and bath products, wheelchairs, wheelchair cushions, handcycles, transfer boards, and other medical supplies. A restocking fee of up to 35% may apply to items eligible for return. This applies to items such as non-stocked items, wheelchairs, wheelchair parts, and cushions.

To process a return please follow the three steps below:

1) Before returning, please call customer service at 770-554-5033 for a Return Authorization (RA) number. You must write the RA number on the outside of the package you are returning. Returns without a RA number may be refused and sent back to you.

2) If the item you are returning was shipped in error by Sportaid/Medaid, we will send a UPS label to retrieve your package. For all other returns (including warranty items) the customer is responsible for shipping costs. Please insure your package if returning via postal service in case it gets lost or is damaged.

3) All items must be returned in their original packaging, including any documentation, and must be in new, resalable condition.

Upon inspection of the returned item, we will issue your credit back to your credit card or, PayPal, if you paid by check or money order, we would send you a refund check as soon as possible. Please be patient as the return process takes time. If you prefer, we can also apply the credit to your Sportaid account for future orders.

Please do not send your purchase back to the manufacturer without an RA number as it will be subject to refusal. Reshipping cost would be at the customer’s expense.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at 770-554-5033.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, call customer service at 770-554-5033.

Shipping returns

To return your product, you will be provided with the proper address along with the RA number to be referenced.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. Any packages returned by refusal are subject to return shipping cost incurred by Sportaid which will be deducted from the credit.

It is advisable to keep your tracking number until your credit is received in case proof of delivery is necessary. We don’t guarantee that we will receive your returned item.