Veteran-Owned & SDVOSB Certified  |  No Sales Tax — Excludes NY  |  HSA/FSA & FLEX Accepted

Refund policy

Return and Refund Policy

Effective Date: September 16, 2026

This policy applies to all purchases made through IndependentLivingSuperstore.com, operated by BAE Solutions LLC, doing business as Independent Living Superstore ("ILS," "we," "us").

We're a veteran-owned, family-run business, and we want you to be happy with what you buy. If something isn't right, contact us first and we'll work with you to find the best solution.

Customer Service
Email: Support@IndependentLivingSuperstore.com
Phone: (844) 795-2930
Address: 385 Lake Avenue, Wallkill, NY 12589

1. Quick Summary

  • Request a return within 30 days of delivery for most items.
  • Items must be new, unused, and in the original packaging with all parts and accessories.
  • All returns require a Return Authorization (RA) number from us before shipping anything back.
  • Change-of-mind returns are subject to return shipping costs and, on many items, a manufacturer's restocking fee (see Section 5).
  • Damaged, defective, or incorrect items are replaced or refunded in full, and we cover the shipping.
  • Some items are final sale for safety, hygiene, or custom-build reasons (see Section 4).
  • Some manufacturers have their own return terms that take precedence (see Section 9).

2. How to Start a Return

  1. Contact us within 30 days of delivery. Email Support@IndependentLivingSuperstore.com or call (844) 795-2930 with your order number, the item you'd like to return, and the reason.
  2. We'll issue a Return Authorization (RA) number and return instructions, including the correct return address. Some items return to us and some return directly to the manufacturer, so please wait for instructions before shipping.
  3. Pack the item in its original carton with all foam inserts, accessories, manuals, chargers, hardware, and any free gifts. Write the RA number on the outside of the box. If the shipment arrived with hazmat (lithium battery) labels or paperwork, those must stay attached.
  4. Ship within 10 days of receiving your RA. Use a tracked carrier (UPS, FedEx, or DHL). For freight items, we will arrange the pickup for you (see Section 6).

Returns sent without an RA number, to the wrong address, or after the return window may be refused or subject to a reduced refund.

3. Return Eligibility

To qualify for a return, an item must be:

  • Requested within 30 days of delivery
  • Unused and in new, resalable condition — no wear, scuffs, dirt on tires, pet hair, odors (including smoke), or signs of assembly
  • In the original packaging with all inserts, labels, and tags
  • Complete, with all parts, accessories, and documentation
  • Accompanied by your order number as proof of purchase

Items returned used, damaged, incomplete, or without original packaging may be refused or refunded at a reduced amount based on their condition (see Section 7).

4. Non-Returnable Items

The following are final sale and cannot be returned unless they arrive damaged or defective:

  • Custom or made-to-order products, including lift chairs built with upgraded or non-stock fabrics, heat and massage, or other factory options; custom-configured wheelchairs; and any item built to your specifications
  • Mattresses, mattress overlays, and cushions once removed from their sealed packaging (hygiene)
  • Bathing, toileting, incontinence, and personal care items once opened (hygiene)
  • Items delivered by White Glove or in-home setup service once the delivery has been signed for and accepted
  • Certified pre-owned, open-box, clearance, and final-sale items
  • Gift cards
  • Products marked "non-returnable" or "final sale" on their product page

Please read the product page carefully before ordering. If you're unsure whether an item is returnable, call us before you buy — we're glad to help you choose the right fit.

5. Restocking Fees and Refund Deductions

Change-of-mind returns (the item works as described but isn't what you need):

  • Restocking fees are set by each manufacturer and typically range from 10% to 25% of the item price. Where a manufacturer charges a restocking fee, it is noted on the product page, and we will confirm the exact amount when we issue your Return Authorization — before you ship anything back.
  • Unopened, unused small items and accessories are generally not subject to a restocking fee.
  • Original shipping and delivery fees are non-refundable.
  • Return shipping is the customer's responsibility. If we arrange the return pickup for you, the actual carrier cost will be deducted from your refund.

Damaged, defective, or incorrect items: No restocking fee, no shipping deductions. We cover everything (see Section 8).

6. Freight and Large-Item Returns

Lift chairs, hospital beds, adjustable beds, scooters, power wheelchairs, and patient lifts ship by freight carrier. For these items:

  • We will schedule a freight pickup for you after your RA is issued. Please have the item fully repackaged in its original carton and on the pallet (if it came on one) and ready at your curbside or garage on the scheduled day.
  • Freight carriers will make up to two pickup attempts. Missed pickups may result in additional charges.
  • Lithium-battery products (folding power chairs, travel scooters) must ship with the original hazmat labels and paperwork attached. We will provide instructions.
  • If original packaging has been discarded, contact us — replacement packaging may be available for a fee, or the return may not be possible.

7. Refunds

  • Refunds are issued after we (or the manufacturer) receive and inspect the returned item. Inspection usually takes 3–5 business days after arrival.
  • Approved refunds are issued to the original payment method within 7 business days of approval. Your bank or card issuer may take an additional 5–10 business days to post it.
  • Financed orders (Shop Pay Installments or Affirm): The refund is sent to the lender, which will adjust or cancel your remaining payments. Any payments already made are refunded by the lender according to its terms.
  • HSA/FSA purchases: Refunds are returned to the HSA/FSA card used at checkout.
  • Partial refunds may be issued for items returned used, damaged, incomplete, without original packaging, or outside the return window. We'll email you the inspection results and the adjusted amount before processing.
  • Exchanges: We don't process direct exchanges. To exchange an item, start a return and place a new order for the item you'd prefer. This gets your new item to you fastest.

8. Damaged, Defective, or Incorrect Items

Please inspect your delivery before signing. For freight deliveries, note any damage to the carton or product on the delivery receipt, or refuse the delivery if the damage is significant. This protects your claim.

If you discover damage, a defect, or a wrong item after delivery:

  • Contact us within 3 days of delivery at Support@IndependentLivingSuperstore.com or (844) 795-2930.
  • Send photos of the damage, the product, the box, and the shipping label. Video is helpful for defects.
  • Keep all packaging until the claim is resolved.

We will arrange a replacement part, replacement unit, repair, or full refund at no cost to you, including return shipping. Concealed damage reported after 3 days may be handled as a warranty claim rather than a shipping claim, so please check your order promptly.

Lost or missing shipments: If tracking shows your order should have arrived and it hasn't, contact us and we'll open a carrier trace. If the carrier confirms the shipment is lost, we'll send a replacement or issue a full refund.

Warranty: All products carry the manufacturer's warranty. After the return window, defects are handled under warranty. We'll help you file the claim and coordinate with the manufacturer, but repair timelines and parts availability are set by the manufacturer.

9. Manufacturer-Specific Return Terms

Some of the brands we carry set their own return rules for their products. When they do, the manufacturer's terms take precedence over Sections 3–5 above. These terms are noted on the product page and summarized here. Please always contact us first — we'll handle the return with the manufacturer on your behalf.

Journey Health & Lifestyle (Zinger, Zoomer, So Lite, Air, Luxe Elite, Perfect Sleep Chair, UPbed)

  • Returns must be requested within 21 days of delivery (Luxe Elite: 15 days) and shipped in the original carton with foam inserts and hazmat labels intact.
  • Restocking fees: 10% on Zinger, Zoomer, So Lite, Air, and Air Elite; 20% on Luxe Elite; 25% on other Journey items.
  • Perfect Sleep Chair and UPbed are not returnable. Orders cancelled after shipment incur an $800 (Perfect Sleep Chair) or $1,000 (UPbed) fee to cover round-trip freight.
  • Original shipping is non-refundable; return shipping is the customer's responsibility.

Products fulfilled by partner brands (Shopify Collective)

Some items on our site ship directly from the brand that makes them. Their return terms are shown on the product page. We'll coordinate the return with the brand for you; refunds for these items follow the brand's processing timeline.

If you need a supplier's full return policy, contact us and we'll send it to you.

10. Order Cancellations

  • Before shipment: Cancel for a full refund by emailing or calling us. Orders often ship within 24–48 hours, so please contact us as soon as possible.
  • After shipment: The order is treated as a return under this policy, including any restocking fee and shipping deductions. Please do not refuse a delivery to cancel an order unless the item is damaged — refused shipments are charged return freight.
  • Custom or made-to-order items cannot be cancelled once the manufacturer has started production.

11. Your Rights

This policy does not limit any rights you have under applicable federal or state consumer protection law.

12. Questions

We'd rather answer a question before you order than process a return after. Call (844) 795-2930 or email Support@IndependentLivingSuperstore.com — a real person will help you.

By placing an order on our website, you agree to this Return and Refund Policy. Independent Living Superstore reserves the right to update this policy; the version posted at the time of your order applies.

BAE Solutions LLC d/b/a Independent Living Superstore
385 Lake Avenue, Wallkill, NY 12589