Return & Refund Policy

Last Updated: January 21, 2026

1. Return Window & Eligibility

At OrthoMotion Supply, we stand by the quality of our mobility aids. Because of the medical and hygienic nature of our products, we enforce a strict return policy to ensure the safety of all customers.

You have 30 days from the date of delivery to request a return. To be eligible, items must meet all criteria below.

Eligible Returns Must Be

✓
Unused & Brand New: The item must be in the exact condition you received it. Tires on walkers and rollators must show zero signs of wear or outdoor use.
✓
Original Packaging: The item must be in its original box with all protective padding, manuals, and accessories intact.
✓
Unassembled: If the item required assembly, it must be disassembled and repacked exactly as received.

Non-Returnable Items

Items marked as Final Sale or Clearance
Items that have been modified or altered
Sanitary items or opened accessories (for example, cushions or handle covers)

2. Restocking Fees

Because we deal in heavy, premium medical equipment, return logistics are costly.

All authorized returns are subject to a 20% restocking fee. This fee is deducted from your final refund amount and helps cover inspection, repackaging, and inventory handling.

3. Shipping Costs

Return Shipping

The customer is 100% responsible for return shipping costs. Use a trackable shipping service and shipping insurance when possible. We cannot guarantee receipt of returned packages.

Original Shipping

Shipping costs paid at the time of purchase are non-refundable.

Refused Shipments

If you refuse delivery of an order, return shipping and the 20% restocking fee will be deducted from your refund.

4. The Return Process (RMA Required)

Do not send your purchase to the manufacturer or to the shipping address on the label without contacting us first. Doing so may result in a lost or rejected package and no refund.

Request an RMA: Email support@orthomotionsupply.com with your order number and the reason for return.
Approval: If approved, we provide a Return Merchandise Authorization (RMA) number and the specific return address.
Ship: Pack the item securely and write the RMA number clearly on the outside of the box.

5. Damages & Defects

Inspect your order immediately upon receipt. If the item is defective, damaged, or incorrect, contact us within 48 hours of delivery and include photos. We will arrange replacement parts or a replacement unit at no cost to you.

Note: Minor box damage during transit does not constitute a defective product.

6. Refund Timeline

Once your return is received and inspected at our facility (usually 3 to 5 business days after delivery), we will notify you whether your refund is approved or rejected.

Approved Refunds

If the item is in new condition, your refund (minus the restocking fee and shipping costs) is processed to your original payment method within 10 business days.

Rejected Returns

Items returned used, damaged, or without original packaging will be rejected. You are responsible for shipping costs if you want the item returned to you.

Questions?

If you have questions about this Return & Refund Policy, contact us at support@orthomotionsupply.com.