At Castle Mobility, we specialize in heavy, medical-grade mobility equipment that requires careful handling, inspection, and coordinated shipping. To continue offering free shipping built into our product pricing, competitive prices, and reliable service, we follow a clear and fair policy that protects both our customers and our business. By placing an order with Castle Mobility, you agree to the terms below.
Our Approach
Castle Mobility is an independent, specialty mobility retailer, not a rental or trial service. We support cancellations, returns, refunds, replacements, exchanges, and store credit only when there is a valid reason and when the conditions below are met. These guidelines help keep pricing fair for all customers, absorb shipping costs into product pricing, avoid unnecessary losses that increase prices, and allow us to operate sustainably. This policy is a mutually agreed contract designed to be transparent, fair, and practical.
Order Cancellations
Orders may be canceled only if they have not entered processing, fulfillment, or shipment preparation. Once processing or fulfillment begins, an order may no longer be eligible for cancellation, even if a tracking number has not yet been generated. Approved cancellations are subject to non-refundable payment processing fees charged by financial institutions. Custom or made-to-order items cannot be canceled once processing begins.
Return, Replacement & Exchange Window
All return, replacement, and exchange requests must be submitted within 14 calendar days of delivery. Requests outside this window cannot be accepted. Replacements and exchanges follow the same 14-day window and eligibility rules as returns.
Return Authorization Required
A Return Authorization (RA) is required for all returns, replacements, and exchanges. Items sent without authorization will be refused. Return instructions and the approved return address are provided only after authorization.
Item Condition Requirements
To qualify, items must be new, unused, unassembled, and in original packaging with all original components. Returns may be denied for reasons including scratches, cracks, or frame damage, dirty or used tires, wear on seats, armrests, or controls, damage to charging ports, remotes, or accessories, or missing chargers, batteries, manuals, tools, or packaging.
Inspection & Refund Decisions
All returned items are inspected upon receipt. Castle Mobility reserves the right to approve, partially approve, or deny any refund. Partial refunds are not guaranteed. If a return is denied or partially approved and the customer requests the item back, additional return shipping costs apply.
Restocking Fees
Approved returns, exchanges, and eligible replacement requests are subject to a 10%–30% restocking fee based on product category and condition.
Return Shipping Responsibility
Customers are responsible for all return shipping costs. Insured and trackable shipping is strongly recommended for high-value items. Any damage or loss during return shipping is the customer’s responsibility and may void refund eligibility.
Replacements & Exchanges
Replacements or exchanges may be approved for items received damaged, items received incorrectly, or unused and unopened items that meet return conditions. All replacements and exchanges must be coordinated and approved in advance with a Return Authorization and are subject to inventory availability. Identical replacements are not guaranteed if a model is discontinued. If an identical item is unavailable, a comparable item or store credit may be offered. Shipping costs apply unless the error or damage was caused by Castle Mobility.
Store Credit
Store credit may be issued in place of a refund when applicable. Store credit is valid for 12 months from the date of issue, is non-transferable, and cannot be redeemed for cash.
Non-Returnable / Final Sale Items
Unless explicitly stated otherwise on the product page, the following items are non-returnable: used or assembled items, custom or made-to-order products, open-box or clearance items, all replacement parts, and hygiene or medical-contact products including bathroom safety items, cushions, slings, mattresses, and incontinence products.
Refused Deliveries & Address Errors
Refused deliveries are treated as returns. Customers are responsible for original shipping costs, return shipping costs, and applicable restocking fees. Orders returned due to incorrect or incomplete addresses are subject to re-shipping and service charges.
Shipping & Service Fees
All shipping and service fees are non-refundable once an order ships, including original shipping, expedited shipping, inside delivery, white glove delivery, and setup or technical services.
Damaged or Incorrect Items
Damaged or incorrect items must be reported within 48 hours of delivery. Photos are required. Castle Mobility will review the claim and determine whether a replacement, refund, or store credit applies.
Refund Processing
Once a refund is approved and issued, please allow 7–10 business days for the funds to appear. Refunds are issued only to the original payment method used at checkout. Processing times vary by financial institutions and are outside of our control.
Chargebacks & Disputes
Customers must follow this policy before initiating a chargeback. Chargebacks may void return eligibility. Castle Mobility reserves the right to dispute chargebacks that do not comply with this policy.
Manufacturer Warranty
Returns and refunds are handled by Castle Mobility under this policy. Manufacturer warranties, repairs, and post-use defects are handled directly by the manufacturer.
Carrier Delays & Force Majeure
Delays caused by carriers, weather, holidays, labor disruptions, or events beyond our control do not qualify for refunds or cancellations.
Abuse & Fraud Protection
Castle Mobility reserves the right to refuse returns, replacements, exchanges, or future service in cases of abuse, fraud, or excessive return behavior.
Contact Us
For questions or authorization requests, contact info@castlemobility.com.