Politique de remboursement

Last updated: May 15, 2025

At Inclusivemotion, we specialize in mobility and medical-use equipment. Because these products require careful handling and cannot be resold once shipped, our refund and return policy is strict and follows industry standards.

This policy explains how refunds, cancellations, and returns work.

 

Cancellations (Before the Order Ships)

If you need to cancel your order, please contact us as soon as possible at info@inclusivemotion.com or through live chat during business hours.
If the order has not entered the dispatch process, we can cancel and issue a refund.

Once the order is preparing for shipment, has been handed to the warehouse, or has shipped, the cancellation is no longer possible. Freight bookings and export processes cannot be reversed once created.

Refunds and Returns

Because mobility equipment is considered medical-use equipment, returns are limited and can only be accepted in the following cases:

• The item arrives damaged
• The item is defective upon arrival
• The item received is not the model ordered

Returns cannot be accepted for:

  • Incorrect measurements or sizing

  • Change of mind

  • Change in the user’s medical condition

  • Item no longer needed

  • Unexpected delivery timing

  • Ordering by mistake

  • Products that have been opened, used, or assembled

Once a product has shipped, it is no longer eligible for cancellation or return.

Damage or Defect Claims

All deliveries must be inspected upon arrival.
If you notice damage or a defect, please send:

  • Photos of the issue

  • A brief video

  • Photos of the packaging and shipping label

Submit the claim to info@inclusivemotion.com within 24–48 hours of delivery.
Without timely documentation, freight claims cannot be processed.

If confirmed, we will arrange a replacement, replacement parts, or repair depending on the issue.

 

Return Shipping

If a return is approved due to defect or shipping error, we will provide a prepaid return label.
For any return not caused by damage, defect, or shipping error, the customer is responsible for return shipping costs.

Returned products must:

  • Be unused

  • Be unassembled

  • Include all original packaging

Products that show signs of use, wear, assembly, or damage cannot be accepted.


Refund Processing

Once the returned product is received and inspected, we will notify you of the status of your refund.
If approved, your refund will be issued back to your original method of payment.
Banks and credit card issuers may take 5–10 business days to process.

 

Freight, Customs, and Handling Fees

Freight, customs, duty, handling, and logistics fees are non-refundable once a shipment has begun transit. These fees are charged by third-party carriers and cannot be recovered.


Failed, Refused, or Undeliverable Shipments

If delivery fails due to an incorrect address, inability to receive the package, or refusal of the shipment, carriers may charge additional fees. These fees are the responsibility of the customer.

Refused deliveries do not qualify for a refund.


Orders Marked as Delivered

If a package is marked “Delivered” by the carrier, the order is considered completed.
If a package is missing after delivery, please contact the carrier to file a claim. We will assist where possible, but refunds cannot be issued for items marked as delivered.


Warranty

All mobility products include a manufacturer warranty.
Warranty covers manufacturing defects, not:

  • Incorrect measurements

  • Misuse or improper installation

  • Damage not reported within 30 days

  • Wear and tear

  • Unauthorized repairs

Warranty details are listed on the product page or available upon request.


Chargebacks

If you experience an issue, please contact us first.
Most situations can be resolved quickly by our support team.

Filing a chargeback for an order that has shipped or been delivered may delay resolution, and we will provide all documentation to the bank including product specs, tracking, delivery confirmation, and your acknowledgment of our policies.

 

Agreement

By purchasing from Inclusivemotion, you confirm that you have reviewed all product specifications, measurements, and this Return & Refund Policy.