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Return and Refund Policy

Return and Refund Policy

Effective Date: 01/02/2025

  1. Scope and Intent

This Return and Refund Policy applies to all purchases made through the Independent Living Superstore website located at https://independentlivingsuperstore.com ("Website").

  1. Contact Information

For questions about returns and refunds, please contact our Customer Service team:

  • Email: Support@independentlivingsuperstore.com
  • Phone: (844) 795-2930
  • Address: 385 Lake Avenue. Wallkill, NY 12589, USA
  1. Return Eligibility

Customers in USA have the right to cancel their purchase and return the product within 14 days of receipt without providing any reason, subject to the conditions outlined below.

3.1 Conditions for Return

  • Unused and Undamaged: The item must be unused, undamaged, and in the same condition that you received it.
  • Original Packaging: The item must be in the original packaging, with all labels and tags attached.
  • Proof of Purchase: A receipt or proof of purchase is required.
  1. Return Process

4.1 Initiating a Return

To initiate a return:

  1. Contact Customer Service:
    • Email us at Support@independentlivingsuperstore.com or call (844) 795-2930 within 7 days of receiving your order.
    • Provide your order number and a detailed reason for the return.
  2. Return Authorization:
    • After reviewing your request, we will provide detailed return instructions and, if applicable, a Return Merchandise Authorization (RMA) number and a prepaid shipping label.

4.2 Preparing Your Return

  1. Package the Item Safely:
    • Securely pack the item in its original packaging.
    • Ensure all accessories, manuals, and free gifts are included.
  2. Include Documentation:
    • Include the return authorization form and any necessary supporting documents or images.
  3. Attach Shipping Label:
    • Download and print the return shipping label provided in our email.
    • Affix the label to the outside of the package.

4.3 Shipping the Return

  • Shipping Method:
    • Use UPS.
  • Return Window:
    • Ship the item within 10 days after receiving the return authorization.
  1. Return Shipping Costs
  • Customer Responsibility:
    • Customers are responsible for return shipping costs unless the item is defective, damaged, or not as described.
  • Company Responsibility:
    • If the return is due to a defective product, damage during shipping, or an error on our part, Independent Living Superstore will cover the return shipping costs.
  1. Specific Return and Refund Conditions

6.1 Returns Due to Change of Mind

  • Eligibility:
    • Items must be unused, undamaged, and in original packaging.
    • Return request must be made within 7 days of receipt.
  • Refund:
    • A refund will be issued to the original payment method, minus any applicable restocking fees.

6.2 Defective or Damaged Goods

  • Notification:
    • Contact us within 48 hours of receiving the item.
  • Documentation:
    • Provide photos or videos of the defect or damage.
  • Resolution:
    • We will offer a replacement or a full refund, including return shipping costs.

6.3 Incorrect Product Received

  • Notification:
    • Inform us immediately upon receipt.
  • Resolution:
    • We will arrange for the incorrect item to be returned (at our expense) and ensure you receive the correct product.

6.4 Product Never Arrived

  • Notification:
    • Contact us if your product does not arrive within the estimated delivery time.
  • Resolution:
    • We will initiate an investigation with the carrier.
    • If the product is confirmed lost, we will offer a full refund or send a replacement product.

6.5 Order Cancellation

  • Before Shipment:
    • You can cancel your order for a full refund if it has not yet been shipped.
  • After Shipment:
    • If the order has already been shipped, please follow the return procedure after receiving the product.
  1. Exceptions to the Return Policy

The following items are non-returnable and non-refundable:

  • Custom or Personalized Products:
    • Items made to your specifications or clearly personalized.
  • Perishable Goods:
    • Such as food, flowers, newspapers, or magazines.
  • Intimate or Sanitary Goods:
    • Including underwear, swimwear, and personal care items, unless unopened and unused. This includes all Chairs, Mattresses, and beds.
  • Gift Cards and Downloadable Software Products.
  1. Refunds

8.1 Refund Conditions

  • Approval:
    • Refunds are issued after we receive and inspect the returned item.
  • Notification:
    • We will notify you via email regarding the approval or rejection of your refund.
  • Condition:
    • Items must meet the return eligibility criteria outlined in Section 3.

8.2 Refund Processing

  • Method:
    • Refunds will be processed to the original payment method used at the time of purchase.
  • Time Frame:
    • It may take up to 14 days for the refund to appear in your account, depending on your bank or credit card issuer.

8.3 Partial Refunds

Partial refunds may be granted in certain situations:

  • Condition Issues:
    • Items not in original condition, damaged, or missing parts for reasons not due to our error.
  • Late Returns:
    • Items returned more than 30 days after delivery.
  1. Exchanges
  • Eligibility:
    • We replace items if they are defective, damaged, or incorrect.
  • Process:
    • To request an exchange, contact us at Support@independentlivingsuperstore.com.
  • Shipping Costs:
    • For defective or incorrect items, we cover the shipping costs.
    • For exchanges due to change of mind, customers are responsible for shipping costs.
  1. Return Address

Please send all returns to:

BAE Solutions DBA Independent Living Superstore
385 Lake Avenue
Wallkill, NY 12589

USA

  1. Shipping Method and Costs
  • Preferred Shipping Method:
    • DHL, UPS, FedEx with tracking
  • Estimated Return Shipping Costs:
    • Actual cost
  1. Timelines
  • Return Window:
    • Returns must be reported and shipped within 30 days of receiving the product.
  • Return Processing:
    • After receiving and inspecting the returned item, we will process the refund within 7 days.
  • Refund Period:
    • It may take up to 14 days for the refund to appear in your account after approval.
  1. Legal Rights

This Return and Refund Policy does not affect any statutory rights you may have under applicable law.

  1. Questions and Support

For more information, please:

  • Contact our Customer Service team:
    • Email: Support@independentlivingsuperstore.com
    • Phone: (844) 795-2930

Note: By making a purchase on our Website, you agree to this Return and Refund Policy.

Independent Living Superstore
385 Lake Avenue
Wallkill, NY, 12589 USA

Addendum: The following Return policies from Individual suppliers take precedence over the above Independent Living Superstore general return policy.

Journey Heath and Lifestyle:

Refund policy

21-Day Return Policy

We’re sorry if an item or accessory item did not work for you as you’d hoped. We try our best to offer our customers the most hassle-free return process possible.

If your purchase from us arrived damaged in transit or in a defective state, please call Customer Service at 800-958-8324 between 9:00 a.m. to 6 p.m. EST, Monday-Friday, or email us at CS@shopjourney.com.  We will arrange for the item to be repaired or replaced promptly. There is a 21-day deadline for all returns.

For the return of an item that didn’t meet your needs or expectations, the first steps in the return process are (1) to read this entire Return Policy Statement and then (2) to confirm for yourself that your return can meet the following conditions and requirements:

  • Your return falls within the 21-day deadline for returns.
  • The item you purchased is still in the “like new” condition in which it was delivered. If found to be damaged once received back, the cost to repair will be deducted from your refund.
  • You are returning the item in the original carton in which it was delivered to you, with the original foam inserts (and, when applicable, hazmat papers and decals attached). 
  • You have called or will call within 21 days of delivery of your purchase to request a Return Merchandise Authorization (RMA) number, which is required to accompany all returns. To request your RMA number, call our Customer Service Department at 800-958-8324. Returned items not accompanied by an RMA number may be found unacceptable for processing and refund.
  • There is a restocking fee which covers shipping and other return processing costs.
    • For Zoomers, Zingers, So Lite Scooters, Air, Air Elite:  10% restocking fee 
    • For all other items (excluding PSC, Upbeds): 25% restocking fee 


Exceptions


The Luxe Elite Scooter can be returned within 15 days and it must be in the original packaging. If it arrives damaged or defective please contact our Customer Service within 3 days of receiving the product by calling 800-958-8324 or by emailing luxescooter@journeyhl.com. A restocking fee of 20% will apply.

*** IMPORTANT *** SHIPPING CHARGES INCLUDED IN THE PURCHASE PRICE OF THE MERCHANDISE ARE NON-REFUNDABLE. CUSTOMER IS RESPONSIBLE FOR RETURNING MERCHANDISE AT THEIR OWN EXPENSE *** IMPORTANT *** 

______________________________________________________________

 

Due to the nature of some of our products, those products are not eligible for return, unless they arrive damaged or defective:

  • Perfect Sleep Chair, UPbed, and UPbed Independence: are not eligible for returns. At our option, we will either repair or replace items that arrive damaged or defective. If an order for is cancelled once it has already shipped, there is a $800 restocking fee for Perfect Sleep Chairs and $1000 restocking fee for UPbeds to cover the cost of shipping and return shipping.
  • All Bathing, Toilet and Personal Items: are not eligible for returns due to sanitary reasons. The only exceptions are new, unused items that are damaged or defective upon arrival.
  • All sales of our Certified Pre-Owned (CPO) products: are final sale and cannot be returned.  At our option, we will either repair or replace items that arrive damaged or defective.


Canceled Orders


Orders canceled after the item has shipped are subject to all of the terms defined in this Return Policy, including the inclusion of an RMA number. Please contact us at the number above to receive an RMA number before sending back your canceled order. 


Special UPS Pickup Service for Selected Items


For certain categories of merchandise, such as those with extra weight, unwieldy size or the restrictions of battery inclusion during shipping, Journey will be happy to assist with these returns by arranging for a UPS pickup. Such items include the Zinger and Zoomer Chairs, as well as our wheelchairs and scooters. After we issue you your RMA number, check with Customer Service to establish whether your return item qualifies for our UPS pickup service.


Returns that we schedule for you via UPS shipping must be ready for pickup the morning of the third business day following the day your RMA number was emailed to you. UPS will make up to three attempts to pick up your return item, and will provide you address labels when making the pickup. Return shipping costs are the responsibility of the customer: You will be charged the actual amount of the UPS charges, which will be deducted from your refund. UPS pickup is to your and our advantage, considering battery-shipping regulations. Again, if there were hazmat papers and decals in a clear pouch attached to the outside of the box when you received your purchase, they must remain attached to the box when you return the item. The hazmat decals that came on the carton must be intact and legible.


Credits


After we receive your returned merchandise, we will issue a credit back to your original method of payment, less the original shipping fee and the cost of return shipping if arranged by us. However, if we receive the merchandise back and it is damaged, we will deduct the cost of repairs up to and including the full amount of the sale. Returns are typically processed within three business days of receipt of your item. If you paid by money order, we will issue a credit via a mailed check within seven business days. Restocking fees will also be deducted from the refund.


Please be sure to follow carefully all return shipping instructions. Journey Health & Lifestyle® reserves the right to change the terms of this Return Policy at any time without prior notice.

 

This return policy applies to direct to consumer purchases of our products.  Return policies for wholesale vendors may differ.

 

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