Returns Policy
Walkin Wheels Dog Wheelchair
*Walkin Wheels Wheelchairs come with a 1 year warranty included on hardware covering manufacturers defects and 90 days on harnesses and tires due to general wear and tear.
HandicappedPetsCanada.com has the highest level of customer satisfaction and the best return policy in the industry. In addition we make every effort to make sure that our return policy is available to be understood by every customer before purchasing the product.
Our mission is to help your dog walk, and we will do whatever we can to accomplish that.
It is our intention that every Walkin’ Wheels user be happy with their wheelchair. If you experience problems, please call us. Often we can help with a simple adjustment. If you feel the cart is not for you, we can issue a RMA# and print off the RETURNS AUTHORIZATION FORM. Please note that carts returned without a return materials authorization number and signed form will not receive credit and will be returned to sender.
| RETURNED UNOPENED WITHIN 14 DAYS: |
| If you return the cart to us, unopened with seal in tacked with a RETURNS AUTHORIZATION FORM we will refund 95% of the cost of the entire cart, less any shipping fee’s and charges including return shipping fee’s and charges. |
| CART RETURNED WITHIN 14 DAYS: |
| If you try the cart and it does not work for your pet because of the design or fit, call us within 14 days from the day the cart is delivered to you. If we can’t correct it, fill out our RETURNS AUTHORIZATION FORM including the return materials authorization # we issue you and we will refund you up to 80% of the cart’s cost (less any and all shipping). If refurbishing is needed due to scratches or wear, this will reduce your refund, cart must be packaged with original packaging for the return to reduce the risk of damage during your return shipping. The Rear Leg Rings, and the (optional) Walkin’ Lift Rear Harness cannot be returned for hygiene reasons once it has been used on the dog. The Walkin’ Lift is useful without the cart, as a lifting harness to help your dog walk. Our optional handles are useful for this. |
Any returned cart must have a return postal ship date within 1 week of RMA # issue date.
Sometimes, when an animal caretaker buys a dog wheelchair, it simply doesn’t work. There are several possible reasons for this. Some can be helped and some can not. Often, by looking at photos, watching videos, and drawing on our experience with thousands of dogs, we can help you figure out how to get it to work. This is why we need you to call us before returning it. Often, after a brief phone call, your dog will be running and playing again. Other times, though, there is nothing we can do. Whether it is due to the dog’s specific condition or temperament, or the wheelchair design, if the product will not work for your dog, we invite you to return it.
1.Policies, Procedures and Returns
| Time Frame for Returns |
|
| Discounted Items |
| Items that have been discounted for any reason, including clearance, sale items, or used items, are a final sale and are non-refundable. |
| New Unopened Refund |
| New unopened products returned because they were no longer needed and are still in original packaging with the seal in tacked will have a 5% restocking fee (not including shipping) and must be returned with our RETURNS AUTHORIZATION FORM including the RMA# issued during a telephone or email correspondence. (778-809-7421) |
| No Refund |
| If the product has been used, soiled, or damaged (even just a few scratches or scuffs from being tried on) or our staff feels it’s just too gross to clean, or is otherwise not resell-able, we will consider donating the product to a shelter. If you specify, we will donate the product in your pet’s name. Items ordered from other companies through HandicappedPetsCanada.com (Carts, Ramps, Steps, etc.) are warrantied through the manufacturer and cannot be returned to HandicappedPetsCanada.com.
The best way to Assess the condition of the product you are returning is to think if you received this product from HPC in this condition and it had some fur or any damage on it would you accept this as a new product? If the answer is no then your product is more than likely not returnable as this is how we access returns when we receive them from you and we appreciate your understanding. If you send a product back to us, you may specify that the product be returned to you if a refund is not available. You will be asked to pay shipping. If you decide to refuse the package we will need to charge you for the return shipping |
REFUSED DELIVERY: Please do not refuse delivery as we do get charged for this. If you refuse delivery, you will be charged a 10% restocking fee, plus any and all shipping charges for outbound and the return of your product to our Canadian warehouse.
Our Restocking Fee:
The restocking charge covers some of our costs associated with making the product ready to be used on another dog. Like any business, we either have to cover our costs with a restocking charge or by increasing the price of the product — which wouldn’t be fair.
Sometimes we’re asked why we charge a restocking charge when the product is returned in “new” condition. If the box has been opened we have a responsibility to send it through our complete inspection and repackaging process so that we know it will be safe, spotless, and hygienic for the next dog that uses it. Obviously, if you received your products with someone else’s dog hair on it, you would not be pleased. If there is any cleaning needed or if there are any scratches we need to repair or replace items, in which case we deduct these costs from your refund. We take photographs of each cart when it is received so if you have questions about a charge, we are happy to provide you the photos showing why they were applied.
The cart is warranted for one year against defects in workmanship (with the exception of normal wear and tear of the harness and wheels). If something breaks, please let us know and we will repair or replace the cart (at the manufacturers option). You are responsible for all shipping charges.
Return policy amended 04/09/2018, all refunds prior to this date are finalized under and according to the prior returns policy.
Finally
If we have not acted in accordance with the terms and conditions stated here, please let us know immediately and we will do whatever we can do make things right.
