At ELDERLUXE®, we want you to be extremely pleased with your order. We believe that we source the very finest product available in the world today, and we stand behind every product we sell in order to ensure our customers' satisfaction. We ask that you immediately inspect your item(s) upon receipt to insure all has arrived in satisfactory condition. We recommend documenting all issues with photgraphs. Please note any issues immediatley by contacting ELDERLUXE (1.888.537.5893 OR Concierge@elderluxe.com). If there are packing/carton issues that appear to be due to shipping damage you should report these to the shipping service immediately. Failure to do so may result in void of this guarantee. If you're not satisfied for any reason, you can return the product for a full refund of the purchase price (less shipping and any other associated charges including restocking fees) within 30 days of delivery as long as the item is in new completely unused condition and has not been modified and all original packaging, manuals/paperwork is included with the return in a resellable condition.
All items must be sent back to ELDERLUXE (unless noted by us otherwise when you contact us for return authorization, please read below) at the buyer's expense. We recommend insuring your package against loss by your chosen carrier and using a carrier that provides tracking for packages.
We carefully inspect all returned goods. The returned items must match our unique serial/reference numbers to guard against substitute products purchased elsewhere. Items with any signs of wear and tear, use or that has been "nicked", dented, dropped on the ground or abused in any level or manner whatsoever will not be covered under this warranty. All items will be inspected from us and in some cases our manufacturer will inspect as well. Refunds will not be given for damaged or broken items. If something is broken or damaged and there is a visible mark from abuse, misuse, unauthorized repair or general wear/tear the item will be considered non-returnable. Issues requiring repairs after use may be covered under manufacturer warranty. ELDERLUXE will assist and help facilitate coverage but cannot guarantee extent or depth of coverage and defers to manufacturer pertaining to product specific warranties.
Certain items, such as canes that have been shortened from their original manufactured size qualify as an item that has been modified and cannot be returned. Also walking canes that have evidence of abuse, dropping, or where the handle/cane has been damaged while used as leverage for lifting one's self out of seating are not eligible for return. Also, some items due to personal hygiene implications or for health risk reasons may not be returned if opened (examples include certain toileting, bathing, incontinence, oral, diagnostic, and other personal and medical related equipment). If unsure, you must please call our customer service or e-mail us with your item in question. Finally, any items priced for sale or clearance may not be returned.
Items designated as "custom" or "personalized" are non-returnable in most cases. Should we agree to accept a return on such custom or made-on-request items, there is a minimum restocking fee of 30% of purchase price.
We will issue a refund directly to your credit card for the purchase price (including tax, if any) less any discount given of the product. We do not issue cash refunds. After 30 days items may not be returned. There is a 20% restocking fee on all returned items deducted from the price of the item. If the purchase is over $200 there is a 30% restocking fee that will be discounted from your credit card. If you received free shipping on your order and your order is returned a restocking fee of $9.99 will be deducted from your credit.
Note: Shipping charges are not refunded, only the price of the item in question.
Also, if any items are received in a damaged condition, please contact us immediately. Please inspect items upon arrival and you must note any issues with the shipper immediately. Photos of the product will be appreciated. We will replace any damaged merchandise or refund the damaged portion of your order.
Instructions for Returns and Exchanges
-
Contact us for a Return Authorization (RMA) via concierge@elderluxe.com or please call us at 1.888.537. LUXE (5893)
-
Carefully repackage the merchandise with original packaging for resale and affix a return shipping label to the outside of your package, using our address (below) and clearly marking the RMA that has been issued to you on the label on the outside of the box.
-
Return the package to us via Federal Express or other insured and traceable parcel post.
-
Upon return we will inspect the item and will issue you a credit for the price of the item(s) purchased (less any fees/costs as indicated above) or will replace defective merchandise. Shipping charges are NOT Refundable.
Returns
Our return address is:
ELDERLUXE Customer Returns
1130 West 37th Street
Chicago, Illinois 60609
IMPORTANT: Some items due to personal hygiene implications or for health risk reasons may not be returned if opened (examples include certain toileting, bathing, incontinence, oral, diagnostic, and other personal and medical related equipment). If unsure, you must please call our customer service or e-mail us with your item in question.