Return and refund policy

Most products can be returned within 30 days of delivery, provided they are unused, in resalable condition and in their original packaging with all manuals, accessories and parts included.

Contact us before returning anything. We will issue a return authorization and tell you where to send it. Items sent back without an authorization can be delayed, and in some cases refused, simply because we cannot match them to an order.

Some categories cannot come back regardless of condition, and the reasons are health, safety or the fact that the item was made specifically for one person.

• Personal and hygiene items once opened or used, including commodes, raised toilet seats, bath seats, incontinence products, compression garments and cushions that have been sat on.
• Custom and made-to-order equipment, including curved stairlift rails, custom seating and anything built or cut to your measurements.
• Installed equipment, including stairlifts, ceiling lifts, platform lifts, ramps, grab bars and bathtub cutouts, once installation has begun.
• Special orders brought in from a manufacturer specifically for you and not normally held in stock.
• Clearance and final sale items, which are marked as such at the time of purchase.

Stairlifts, ceiling lifts, platform lifts and similar equipment are quoted, surveyed and then built or configured for your property. Once we have begun manufacture or installation, the order cannot simply be returned.

This is why we survey before quoting and put the price in writing. If you change your mind before manufacture starts, tell us immediately and we will do what we can, though any costs the manufacturer has already incurred may still apply.

If installed equipment is faulty, that is a warranty matter rather than a return. Call us and we will service it under the applicable manufacturer warranty, and we service what we install ourselves.

Returned items are inspected on arrival. To be refunded in full an item must be unused, complete and in original undamaged packaging.

Where an item comes back incomplete, used, or with damaged packaging that prevents resale, a restocking deduction may apply. We will tell you the amount before processing the refund rather than deducting it silently.

Original shipping charges are not refundable on a change-of-mind return, and return shipping is the customer’s responsibility. We will tell you the most economical way to send something back if you ask.

Where an item is faulty, damaged in transit, or not what you ordered, we cover shipping in both directions and there is no restocking deduction. Tell us within 48 hours of delivery if something arrives damaged, and photograph the carton before unpacking further if you can.

Large items such as beds, lifts and scooters are shipped by freight rather than courier, and return freight on those is genuinely expensive. Ring us before committing to a change-of-mind return on a large item so you know the figure first.

Approved refunds are issued to the original payment method. Once we have inspected the return and confirmed the refund, processing on our side is prompt; how quickly it appears on a statement depends on your card issuer or bank.

Where a funding program paid part of the cost, the refund is apportioned accordingly. The program’s share is returned to the program and yours is returned to you, and we handle that paperwork.

Cash on delivery orders are refunded by cheque or e-transfer, whichever you prefer.

Rentals are not purchases and this policy does not apply to them. A rental ends when you tell us you are finished and we collect the equipment, and you are billed to that point. See rentals for how short-term equipment works.

If rented equipment stops meeting the need, tell us and we will swap it rather than ending the arrangement. That flexibility is much of the reason to rent in the first place.

Rented equipment must be returned in the condition it was supplied, allowing for reasonable wear. Damage beyond that may be chargeable, and we will discuss it with you rather than issuing a surprise invoice.

A return is about changing your mind or receiving the wrong item. A warranty claim is about something failing in normal use, and it has nothing to do with the 30 day window.

Warranty terms are set by each manufacturer and vary by product. The terms that apply to your purchase are confirmed in writing with your quote and invoice. If something fails, call us rather than the manufacturer; we handle the claim and we service what we sell.

• Call 905 451-7743 or email [email protected] within 30 days of delivery.
• Have your invoice number or the name and date of the order to hand.
• Tell us what the item is and why it is coming back. If it is faulty, describe what it is doing.
• We issue a return authorization and tell you where to send it, or arrange collection for large items.
• Pack it in the original carton, without writing on or taping labels to the product box.

If the problem is that something is not working as you expected, describe it to us first. A meaningful share of returns turn out to be a setting, a charger, a fuse or a part we can send you, and that is a better outcome for everyone.