What is the return window?
We offer a 60-day return window from the date of delivery, giving you time to evaluate your mobility device at home.
KERDOM Customer Care — Service & Protection
We Know How Important Your Chair Is.
Let’s Get You Moving Again.
Your independence matters. KERDOM provides remote diagnosis, transparent return guidance, long-term parts coverage, and priority replacement options designed to reduce mobility downtime.
4hr
Initial Response
During KERDOM business hours
1–2
Technical Review
Business days after required details arrive
2 days
New Chair Priority
As little as 2 business days after assessment
5yr
Core Coverage
Frame, motors, and battery
Clear Return Costs
No hidden-fee language
Part-by-Part Warranty
Know what coverage applies
Documented Support Process
Know what happens next
Pre-Purchase Fit Help
Reduce avoidable returns
Key answers before checkout
Start with the questions customers ask most.
These policy highlights summarize the answers customers need before checkout. Full terms remain available through the linked return and warranty policy pages.
Who pays return shipping?
For confirmed product defects, shipping damage, or an incorrect item, KERDOM covers return shipping and arranges UPS or FedEx pickup.
Is there a restocking fee?
A 15% 21-Point Functional & Safety Inspection fee applies to returned wheelchairs, subject to the approved return-policy terms and exemptions.
How long is the warranty?
The frame, motors, and battery are covered for 5 years. All other parts and accessories are covered for 2 years.
What if my order arrives damaged?
After a shipping-damage or qualifying product-failure assessment is completed, KERDOM can prioritize a brand-new replacement chair in as little as 2 business days, so you can regain mobility without waiting for the original chair to be repaired.
How quickly will support respond?
Initial response within 4 business hours, technical review in 1–2 business days, and warranty decision in 2–3 business days.
Return situation guide
Tell us why you may need to return the chair.
Different return reasons should not be hidden under one general statement. Select a situation to see the costs, documentation, and next steps that may apply.
Your situation
Damaged or Defective Item
Contact support before returning the product. Once the defect or shipping damage is verified, KERDOM covers eligible return shipping and arranges UPS or FedEx pickup. After the assessment is completed, a brand-new replacement chair can be prioritized in as little as 2 business days so you do not have to wait for the original chair to be repaired.
- Return window: 60 days from the date of delivery
- Return shipping: paid by KERDOM for confirmed defects or shipping damage
- Pickup: arranged by KERDOM through UPS or FedEx
- Resolution priority: brand-new replacement chair in as little as 2 business days after assessment
Refund estimate
See how return deductions may affect a refund.
Enter the total amount paid to see the estimated refund after the 21-Point Functional & Safety Inspection fee and return pickup shipping are deducted.
How the estimate works
15% of the total order amount is deducted for the 21-Point Functional & Safety Inspection. A fixed $250 return shipping charge is also deducted.
KERDOM arranges the carrier pickup and pays the carrier upfront. The fixed $250 pickup and return-shipping charge is deducted from the approved refund.
Estimated calculation
Total order amount paid$1,699.00
21-Point Functional & Safety Inspection (15%)-$254.85
KERDOM-arranged return pickup shipping-$250.00
Estimated refund$1,194.15
Formula: total order amount paid minus the 15% inspection fee minus $250 return shipping. This estimate is not a return authorization or final refund approval. Additional deductions may apply for missing parts, damage, excessive use, or other conditions stated in the approved return policy.
Part-by-part warranty
Understand what coverage applies to each component.
The frame, motors, and battery include 5-year coverage. All remaining parts and accessories include 2-year coverage. Approved replacement parts are provided at no charge.
Frame — 5-Year Warranty
If the frame is damaged due to a covered defect during the 5-year warranty period, KERDOM will provide an approved replacement part at no charge. The replacement is dispatched within 3–5 business days after the warranty claim is approved.
Warranty replacement requires support review and claim approval. The 3–5 business-day period refers to dispatch time after approval, not guaranteed delivery time. Damage caused by misuse, accidents, unauthorized modifications, improper storage, or normal wear may not be covered.
KERDOM Remote Support
Start with guided diagnosis before moving the chair.
Many questions can be reviewed using your order information, serial number, photos, and a short video. This helps the support team identify the affected component and choose the most practical resolution.
Show Us What You See
Photograph the model label, serial number, control-panel display, battery or charger, and the affected part.
4 hoursInitial response within business hours
1–2 daysTechnical review after details are received
2–3 daysWarranty decision after review
3–5 daysDispatch for approved in-stock parts
KERDOM Remote Support Promise
What Makes Our Support Different
Traditional local service can involve appointment scheduling, separate diagnostic charges, travel, and waiting for parts. KERDOM starts with remote review, then selects the clearest path based on the issue and warranty status.
A qualifying customer can receive priority approval for a brand-new replacement chair in as little as 2 business days after assessment.
| Service Step | Traditional Local Service May Involve | KERDOM Support Process |
|---|---|---|
| Initial Response | 3–6 months | Within 4 business hours |
| First Diagnosis | May require transporting the chair or an in-person visit | Remote review using photos, video, and product details |
| Technical Review | Timing and fees vary by service provider | Usually 1–2 business days |
| Warranty Decision | May involve separate manufacturer coordination | Usually 2–3 business days after review |
| Covered Replacement Part | Parts and labor charges may apply | Approved warranty part supplied at no charge |
| In-Stock Parts Dispatch | Depends on shop and manufacturer availability | Dispatched within 3–5 business days after approval |
| Eligible Return Pickup | Customer may need to coordinate transportation | KERDOM arranges UPS or FedEx pickup |
| Shipping Damage Resolution | The original chair may remain in a repair process | Brand-new replacement chair prioritized after assessment |
| Time Waiting for Chair Repair | 8+ months | Qualifying replacement can be prioritized in as little as 2 business days |
Traditional service experiences vary by provider and location. KERDOM timelines begin after the required order information, photos, video, and other requested documentation are received.
Show the Issue Remotely
Send photos and a short video from your phone, tablet, or computer so the support team can see the symptoms directly.
Works on common connected devices
Technical Review
Product details, visual evidence, control behavior, charging status, and the affected component are reviewed together.
Usually completed in 1–2 business days
UPS or FedEx Pickup
For eligible confirmed defects, shipping damage, or incorrect items, KERDOM arranges pickup from the provided address.
Eligible return shipping covered by KERDOM
New Chair Priority
For a qualifying verified issue, KERDOM prioritizes a brand-new replacement chair so the customer can resume normal mobility instead of waiting for repair.
As little as 2 business days after assessment
Three support pathways
The resolution should fit the issue.
KERDOM reviews the available evidence first, then identifies whether guided troubleshooting, a replacement part, or return pickup is the appropriate next step.
Guided Troubleshooting
Support provides clear checks for controls, charging, cable connections, brakes, freewheel settings, and other user-accessible items.
Free Warranty Part
For an approved covered failure, KERDOM supplies the replacement part at no charge. In-stock parts are dispatched within 3–5 business days.
New Chair First
For a qualifying verified issue, KERDOM can prioritize a brand-new replacement chair in as little as 2 business days after assessment. The goal is to restore customer mobility without making the customer wait for the original chair to be repaired.
Protect Your Chair
Take Care of Your Chair — So It Takes Care of You
The best support issue is the one you never have. These simple checks help keep your power wheelchair dependable and protect your warranty coverage.
Monthly Maintenance
Takes about 5 minutes and helps prevent avoidable issues
-
1
Check Every Visible Bolt and Fastener
Inspect visible fasteners, armrests, seat mounts, footrest hardware, folding locks, and wheel connections. Stop using the chair if anything feels loose or unstable.
Hand-check only. Do not overtighten or modify the chair. -
2
Never Stand on the Footrest
The footrest supports feet while seated. Standing or transferring weight onto it may damage the chair or create a fall risk.
Use proper transfer assistance and techniques. -
3
Check Tires, Brakes, Cables, and Charging
Confirm tire condition, brake engagement, joystick response, charging-port condition, battery level, and that cables are secure and undamaged.
Document new sounds, warnings, heat, odor, or performance changes.
Protect Your Warranty
Keep coverage valid and make support easier
-
1
No Unauthorized DIY Repairs
Contact KERDOM before opening electronic housings, altering wiring, replacing non-user-serviceable components, or making structural modifications.
Remote diagnosis comes first. -
2
Use Approved Parts and Instructions
Use the supplied charger and KERDOM-approved replacement parts. Follow the product manual and the instructions provided by the support team.
Frame, motors, and battery: 5 years. Other parts: 2 years. -
3
Always Contact KERDOM First
Send your order number, serial number, photos, and a short video. Many issues can be diagnosed remotely without moving the chair.
Initial response within 4 business hours. -
4
Keep Records of Care and Travel Damage
Retain service messages and photograph the chair after airline, cruise, cargo, or delivery handling if damage is visible.
Approved in-stock parts dispatch in 3–5 business days.
We are not here to catch you doing something wrong. If something concerns you, contact KERDOM first. We will help identify the safest next step and work to keep your mobility interruption as short as possible.
We Review It Carefully — So You Are Safe to Ride
Why We Resolve Your Chair Issue The Right Way
We understand that when your chair stops working, your independence is interrupted.
Our first goal is to understand the issue quickly and safely. We review the chair details, visual evidence, and warranty status before recommending a solution. For qualifying cases, we prioritize a brand-new replacement chair instead of making the customer wait for the original chair to be repaired.
Safety Comes First
We do not recommend continued use when the reported condition may affect braking, control, charging, structural integrity, or safe operation.
Stop use and contact KERDOM when safety is uncertain
Evidence-Based Review
Your order number, serial number, photos, video, charging condition, control behavior, and affected component are reviewed together.
Technical review usually completed in 1–2 business days
Your Mobility Comes First
For a qualifying verified issue, a brand-new replacement chair can be prioritized so you do not have to wait for the original chair to be repaired.
Priority replacement in as little as 2 business days after assessment
Many Issues Begin with a Remote Video Review
Send the required information from home. KERDOM reviews the evidence, confirms the next step, and then arranges an approved replacement chair, warranty part, or UPS/FedEx pickup when applicable.
Step 1
Submit order details and support request
Step 2
Upload photos and a short issue video
Step 3
Technical review and warranty decision
Step 4
Replacement or pickup arranged
Initial response: 4 business hours · Technical review: 1–2 business days · Warranty decision: 2–3 business days · In-stock parts dispatch: 3–5 business days
Confirm your fit before ordering
Reduce avoidable returns with a practical checklist.
This checklist supports better decisions. It does not waive customer rights or replace professional seating advice.
Policy details
Plain-English answers with full terms available.
When does the return period begin?
The 60-day return period begins on the date the order is delivered. Contact KERDOM Support before sending any product back to obtain return instructions and authorization.
How is the restocking fee calculated?
The 21-Point Functional & Safety Inspection fee is 15% of the total order amount paid. The refund estimator above shows this deduction together with the applicable $250 return pickup shipping charge.
Are original shipping charges refundable?
Original outbound shipping, expedited delivery, white-glove service, and other completed service charges are generally non-refundable. If KERDOM verifies that the item was defective, damaged in transit, or shipped incorrectly, KERDOM will review the eligible shipping charges as part of the approved resolution.
What condition must a returned chair be in?
The chair must be returned clean and complete, with the battery, charger, joystick or remote, manuals, keys, accessories, and other items originally included with the order. Use the original packaging whenever available. Damage, excessive wear, missing parts, unauthorized modifications, or improper packaging may reduce the approved refund.
What proof is required for a warranty claim?
Please provide the order number, wheelchair model, serial number, a clear description of the issue, and photos or a short video showing the affected part and symptoms. KERDOM may also request the control-panel display, charger status, battery condition, troubleshooting results, or additional images needed to complete the technical review.
Does warranty coverage include labor and shipping?
For an approved covered claim, KERDOM supplies the approved replacement part and standard replacement-part shipping at no charge. The warranty is primarily replacement-parts coverage. On-site labor, third-party repair charges, technician visits, expedited shipping, or unauthorized repair costs are not included unless KERDOM provides written approval before the service is performed.
Questions before ordering?
Talk with KERDOM before making the decision.
Ask about rider fit, vehicle loading, warranty coverage, likely return costs, product measurements, or an existing support case.
Before contacting support
Have your order number, model, serial number, issue description, relevant measurements, and photos or video ready. This helps the team provide a faster and more accurate response.
