Refund policy

delivery
We offer a 60-day window from the date of delivery for you to evaluate your mobility device.
  • 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.
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 (For returns not due to product quality problems)
  • Eligibility: Returns for "no reason," "not as expected," "uncomfortable to sit," "too heavy," "don't like the color," or "changed mind."
  • Mandatory Deductions:
  1. Restocking Fee: A flat 18% fee is deducted to cover inspection and medical-grade sanitization.
  2. Two-Way Freight: Due to the specialized packaging and freight handling requirements of electric mobility devices, the customer is responsible for both the original outbound shipping and the return freight cost, totaling $250. Kerdom will arrange a curbside pickup at your address — no need to ship it yourself.
  • Refused Shipments: We understand that circumstances change, but due to the high costs and logistical complexity of transporting heavy mobility devices, any order refused at delivery without prior authorization may incur a 15% comprehensive fee, covering restocking, safety inspection, and transit insurance.
Note: To initiate a return, you must provide clear photos or video showing its current condition before packaging it for return. This documentation must demonstrate specific usage issues and verify the product’s condition, including the frame, wheels, controller, and battery.  Returns submitted without visual proof will not be processed.

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.
  • Parts and Accessories: All parts and accessories are final sale and non-refundable, unless they arrive with a manufacturer defect or transit damage. Please report any defective items within 7 days of delivery.

How to Start a Return

  • Inquiry

    Email support@kerdom.com   with your Order # and a brief explanation.

  • Inspection Photos

    Provide clear photos/videos include all items that were included inside the box(Front, Tires, Battery, accessories, and the Packed Boxetc.).

  • RMA Issuance

    Once your return is authorized (RMA issued), we will coordinate with a professional freight carrier (e.g., FedEx Freight or UPS Freight). The item must be returned within 30 days of receiving the return label.

  • Inspection

    Upon arrival at our U.S. warehouse, certified technicians perform a 21-Point Functional & Safety Inspection, including battery health, motor and brake performance, and the folding mechanism and frame integrity.

  • Refund

    After the inspection is successfully completed (typically within 7-10 business days of arrival), your refund—minus applicable freight and restocking fees—will be issued to your original payment method.

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 18% 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 return window. 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 18% 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.