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Return Policy

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 wheelchair is not for you, we can issue a RETURN MATERIALS AUTHORIZATION. Please note that wheelchairs returned without a return materials authorization will not receive credit.

RETURN MATERIALS AUTHORIZATION FORMS 
Download and print the Return Authorization Forms:


Microsoft Word Format 

or
Adobe Acrobat Format.

If necessary, you can get Adobe
Acrobat Reader free here:

RETURNED WITHIN 14 DAYS: If you try the wheelchair and it does not work for your pet because of the design or fit, call us within 14 days from the day the wheelchair is delivered to you. If we can't correct it, we will issue you a return materials authorization and refund you up to 80% of the wheelchair's cost (less shipping). If refurbishing is needed due to scratches or wear, this will reduce your refund.

RETURNED UNOPENED WITHIN 14 DAYS: If you return the wheelchair to us, unopened, with a Return Materials Authorization we will refund 95% of the cost of the entire wheelchair, less shipping charges.

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 the shipping charges for the return of your product.

Our Restocking Fee 

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.

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 wheelchair 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.

HandicappedPets.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 understood by every customer before purchasing the product, and again before unsealing the package in the big "READ ME FIRST" label. 

Our mission is to help your dog walk, and we will do whatever we can to accomplish that.

WITHIN 5 YEARS. The wheelchair is warranted for five years 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 wheelchair (at our option). You are responsible for all shipping charges. Warranty is non-transferable. The air tires and soft goods have a 3 month warranty.

 

DISPUTES: Charge-backs from the Credit Card Company.
A Charge-back is when you contact your credit card company or payment processor and dispute a charge we have made to your card. Charge-backs are expensive for us to research and process and  ALWAYS UNNECESSARY. At Handicappedpets.com, we will ALWAYS work with you to resolve any issue.
You agree, as part of these terms and conditions, that in the event you wish to file a dispute:
1) to contact us and allow us to resolve the issue. If representatives are unavailable, you agree to leave a message referring to a "disputed charge" or email This email address is being protected from spambots. You need JavaScript enabled to view it.with 'disputed charge' in the subject. 
2) to give us up to 2 working days to return your call or message, although typically we will respond immediately. If you are not available we will leave a message or email you.
3) To give us up to 3 working days after we have spoken with you and you have explained the dispute to us, and provided any documentation we need to validate your dispute.
You further agree that if you file a dispute with your credit card company or payment processor before completing this process, you will pay 25% of the purchase price of the product, including shipping, to cover the time and resources we need to process your claim with the credit card company and that you will pay the fee regardless of the outcome of the investigation.
If, after speaking with you, we cannot resolve the issue to your satisfaction and you do institute a charge-back, you agree to pay the 25% processing fee if the credit card company does not rule in your favor.

Walkin' Wheels for Handicapped Pets

HandicappedPets.com

105 Route 101A, Suite 18

Amherst, NH 03031

(888) 811-PETS

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