- Indoor Use Recommended: To receive a higher refund tier, please test the unit only on clean, indoor surfaces.
- Safety First: If the unit shows signs of hazardous damage (e.g., leaking battery or exposed wiring), please contact us immediately and do not attempt to ship the unit back.
Refund policy
60-Day Home Trial
We offer a 60-day window for you to evaluate your mobility device.
Category A: Manufacturer Defects (100% Refund)
· Eligibility: Functional defects (motor, battery, controller) or significant transit damage.
· Our Commitment: Kerdom covers 100% of the return freight. You receive a full refund or a brand-new replacement.
· Requirement: Report within 7 days with photo/video proof.
Category B: Subjective Returns (Buyer’s Remorse)
· Eligibility: Returns for "no reason," "not as expected," "too heavy," "don't like the color," or "changed mind."
· Mandatory Deductions:
1. Restocking Fee: A flat 15% fee is deducted to cover inspection and medical-grade sanitization.
2. Two-Way Freight: The customer is responsible for both the original outbound shipping and the return freight cost, totaling $150.
For DX08 and DX07 models, due to their specialized packaging and freight handling requirements, totaling $250.
Important Logistics & Safety Rules
· Battery Safety: If the lithium battery is physically cracked or damaged, it is legally prohibited from being shipped. Contact us immediately for a specialized disposal and replacement protocol.
· Non-Returnable Items: Items with biological contamination (pet odors, smoke, or bodily fluids) cannot be accepted for return due to health regulations.
How to Start a Return
Cancellations
Any order cancelled more than 24 hours after purchase (including pre-orders) may be subject to the restocking fee (10%), whether the order has shipped or not. If the order has shipped, the customer is also responsible for the return shipping fees.
Refund Process & Timeline
Inspection & Approval
Once your return is received at our authorized service center, our technicians will perform a comprehensive inspection to ensure the unit meets safety and resale standards.
- Timeline: While we strive to complete inspections within 7-14 business days
Refund Calculation
Your final refund amount will be the total purchase price minus the following:
1. Restocking Fee: A standard 8% - 15% fee (based on the product category and condition).
2. Shipping & Handling: Original outbound and return freight costs (if initially covered by Kerdom or the manufacturer).
3. Restoration Costs: Any necessary costs required to return the product to a "sellable condition" (e.g., replacement of worn tires, scratched cowlings, or soiled upholstery).
Receiving Your Credit
Once approved, a credit will be automatically issued to your original method of payment.
- Bank Processing: If five (10) business days have passed since your "Refund Approved" confirmation and you have not seen the credit, please contact your credit card company or bank. Processing times vary by institution and can take an additional 3-5 days to appear on your statement.
- Support: If you have completed the steps above and still have not received your refund, please reach out to our finance team at support@kerdom.com .
Frequently Asked Questions
1. Can I return the wheelchair if I just don't like it?
Yes. We offer a 60-day home trial. If you are not satisfied with the comfort or style, you can return it. However, please note that for "Buyer’s Remorse" returns (non-quality reasons), a 8% restocking fee and two-way actual freight costs will be deducted from your refund.
2. Why is there a restocking fee and shipping charge for returns?
Unlike small parcels, shipping a 60-100 lbs medical device via LTL freight is extremely costly. Additionally, every returned mobility device must undergo a 21-point safety inspection and medical-grade sanitization before it can be certified for resale. These fees cover the logistics and technical labor required to maintain our high safety standards.
3.What if the wheelchair arrives damaged or has a technical fault?
If the product is defective or damaged upon arrival, we’ve got you covered! Report the issue within 7 days with photos/videos, and we will either:
- Send a professional technician's parts for an easy fix.
- Arrange a 100% free return or replacement at no cost to you.
4. How do I get the heavy unit back to the shipping company?
Kerdom will handle the logistics. We will schedule a Curbside Pickup via FedEx or UPS Freight.
5. How long does it take to get my money back?
Once the unit reaches our US warehouse, it takes 7-14 business days for our team to complete the safety inspection. Once approved, the refund is issued immediately. Depending on your bank, it may take an additional 3-5 business days to appear on your statement.
6. Can I exchange my wheelchair for a different model?
Absolutely. If the model you bought is too heavy or wide, we can facilitate an exchange. We often waive a portion of the restocking fee for exchanges to help you find the perfect mobility solution.
Note: kerdom.com reserves the right to update and modify this Return and Refund Policy at any time. It is your responsibility to review this policy periodically for any changes. Your continued use of our website constitutes acceptance of these policies.
