Wheelchair returns policy 2025
There are 4 scenarios where you may wish to return the wheelchair. This policy outlines 4 scenario's and the return policy for each one. If you feel you have another scenario that isn't covered, please contact us via email at [email protected]
Please contact us prior to returning or exchanging goods so we are aware of your incoming products. Contact must be made by email of your intention to return or exchange the product within 5 business days of receiving the goods. Goods sent back without prior notification may not be accepted for refund. The product must be returned within 10 business days. In the case of a postal delay, a courier receipt or email with tracking number sent on the day you returned the item is sufficient that it has been sent back to us within accepted time frames.
For items purchased via this website, refunds will be reversed onto the credit card used to make the purchase. This may take up to 5 business days to process. For items purchased via invoice, please provide the bank details on the form below for refund. We will notify you when the refund has been processed. Exchange or warranty claim items will be sent to the original postal address unless notified otherwise by email prior to dispatch.
How to return items:
- I've changed my mind, or my dog doesn't want to use it: Unfortunately, we are unable to refund due to change of mind or lack of patient acceptance. Over the years, less than a handful of dogs that we've sold wheelchairs to have refused to use them. Generally by utilising treats, time and acclimatisation, most dogs will decide the wheelchair is a great thing to use. We do leave it up to owners to assess if they think their dog will like using a wheelchair or not. Dogs with anxious personalities, and sometimes stubborn dogs may refuse to use them.
- My dog has passed away before it arrived, or within a few days of it arriving. I haven't even opened the box yet: We are able to provide you a refund if you haven't opened the box or any of the packaging inside for this reason. As long as it arrives back to us in the same, untouched and undamaged condition we will be able to refund you. Please take note of the insurance available with the courier company you use to return the wheelchair as we do not take any responsibility for damage of goods in transit coming back to us. We do not refund courier costs in this scenario.
- It seems to be the wrong size: Please get in touch with us asap if you feel something is amiss with the sizing. We can help guide the fitting online, via photos and email, which may resolve the issue. Alternatively, we are able to exchange the wheel/strut size to a more appropriate size if that is required. The frame size is determined by the dog's body weight, and armpit to rump (for small dogs (under 12kg)) and is your responsibility. However, we are happy to exchange strut/wheel combinations as long as they haven't been used outside at all. We do ask everyone to ensure all fittings take place inside in case this is needed. If we have sent the wrong size for the correct measurements we will cover the courier costs. If the measurements are wrong, we will forward the courier costs onto you. In order for a product to be exchanged the product must be in the original packaging, be intact and must not show any signs of wear and tear, including all hair being removed. It must not have been used outside (ie; wheelchairs when trying on must be inside).
- You wish to make a warranty claim: The Walkin’ Wheels wheelchair frame has a five year material and workmanship warranty from the date of purchase. If a wheelchair frame breaks under normal usage, please let us know and we will repair or replace the wheelchair at the manufacturer's option. The wheelchair warranty applies to the original owner only and is non-transferable. All soft goods (Ie: harness) have a 3 month manufacturer warranty from the date of purchase. If you feel you have a warranty claim, please get in touch via our form below and include photos. The more information we can send to the manufacturer, the faster we will receive a decision. Please note they are closed Mondays due to different time zones. We will let you know as soon as possible of the manufacturer's decision. Please be aware that use in sand is acceptable and does not void a warranty unless you do not wash the wheelchair down thoroughly after each use. It just needs to be washed down with water. Sand will get into the wheel bearings and rub, causing abnormal wear of the struts if it is not adequately washed after every beach useage.
Please contact us prior to returning or exchanging goods so we are aware of your incoming products. Contact must be made by email of your intention to return or exchange the product within 5 business days of receiving the goods. Goods sent back without prior notification may not be accepted for refund. The product must be returned within 10 business days. In the case of a postal delay, a courier receipt or email with tracking number sent on the day you returned the item is sufficient that it has been sent back to us within accepted time frames.
For items purchased via this website, refunds will be reversed onto the credit card used to make the purchase. This may take up to 5 business days to process. For items purchased via invoice, please provide the bank details on the form below for refund. We will notify you when the refund has been processed. Exchange or warranty claim items will be sent to the original postal address unless notified otherwise by email prior to dispatch.
How to return items:
- Contact us within 5 business days of receiving your order to notify us on the intention to return your item and the reason why. The item must be returned within 10 business days.
- Complete and return the Product return form for Red Dog Rehabilitation products below either online or manually.
- Place item back in it's original packaging ideally with receipt or invoice copy. If you don't have access to the receipt or invoice, please write your name and details on a piece of paper to place inside the package to avoid confusion on arrival. Ensure it is hair, dirt, saliva and damage free.
- Please contact us for the return address. Please return by courier or economy courier. Returns must at least have a tracking number to trace. If the parcel is valuable, please check the option you choose has insurance in case of damage during transit. We are not responsible for any lost or damaged product in transit back to us. The product must return to us in it's original and resalable condition in order for us to process a refund or exchange.
- If a refund is required, they will be processed within 10 business days of the product arriving back on site. We will notify you when the refund is completed.
