How do I return my iWALK? What is the return policy?

PLEASE NOTE, IF YOU PURCHASED FROM AN AUTHORIZED RESELLER OR ON AMAZON, WALMART, OR EBAY YOU WILL HAVE TO GO THROUGH THE PLATFORM FROM WHICH YOU PURCHASED IT. Since you purchased your iWALK elsewhere we are unable to provide you with a refund because we did not originally receive your payment. 

We’re so confident that you will love hands-free / pain-free mobility that, in addition to our standard 120-day warranty, we provide a 30-day satisfaction guarantee. If you are not completely satisfied with your iWALK crutch, you can return it within 30 days. Exclusions may apply, so please read the entire policy below for details. 

Due to the temporary usage nature of the device, iWALKFree cannot make exceptions after the 30-day period.

 

IWALK CRUTCH 30 DAY SATISFACTION GUARANTEE RETURN POLICY

Conditions:

• This 30-day return policy applies to item(s) purchased directly from iWALKFree, Inc. This specifically excludes purchases from our resellers, as they set their own policies which may differ from ours.
• The return policy applies only to items shipped within the same country that the order originated from. Items shipped or otherwise transported outside of the order origination country are specifically excluded.
• The return period starts on the day your order is placed. You then have 30 days to request a return. We will process your return request and provide you with a Return Authorization Number (RA Number) and instructions for repackaging and where to send your return.

You can click here to request a return.

• Your RA number must be included with your return and displayed prominently on the outside of the package. Please understand that the RA number is the only way for us to identify your return and thereby process your refund. If there is no RA number, we have no way of determining who the return is for and we will be unable to process a refund.
• RETURN TO SENDER / REFUSE DELIVERY – Return to Sender is prohibited: We are unable to process your return if you refuse delivery and / or return to sender. Please note that we ship from third-party fulfillment warehouses that are located throughout the country. These warehouses process only outgoing shipments and are not capable of receiving incoming shipments. When we provide your RA number we also provide the address of our returns processing facility. It is essential that you ship to this location in order for us to be able to identify your return and issue your refund. Refunds are generally processed within 1 business day of being received at our return processing facility.

• All returns of crutch products must be repackaged according to iWALKFree’s repackaging instructions, which are automatically provided when you obtain your Return Authorization Number. We strongly recommend you use the original iWALK crutch carton for your return. Larger cartons result in higher shipping costs.   Costs associated with shipping damage are your responsibility, however, we will waive any charges associated with shipping damage if your return is repackaged according to our instructions.

You can click here to find the iWALK3.0 repackaging instructions. 

• Return items must be shipped within 15 days of issuance of your Return Authorization.
• YOU ARE RESPONSIBLE FOR COSTS FOR RETURN SHIPPING. We find that USPS Priority Mail or USPS First Class mail tend to be the least expensive methods. Other options may be presented when your RA number is issued.
• Refunds apply to the purchase price of the product and applicable state sales tax only.  Original shipping costs are not refunded.
• This return policy is intended so that you can return the crutch in the event that you cannot adapt, or otherwise use the crutch.  Excessive wear and tear, missing or broken parts, clear evidence of use beyond a reasonable trial period could result in additional fees, deductions or exclusion of the refund amount.
• When your merchandise is returned it will be inspected and if not damaged or abused, your original payment method will be refunded for the cost of the product.

Exclusions

• Claims made after the 30 day period has expired will not be processed.
• Returns received without an RA number will not be processed (please understand that we cannot identify your return without a Return Authorization number).
• iWALKFree is not responsible for returns due to refused delivery or using return to sender as the return shipping method. The facility that shipped your order does not accept incoming shipments – returns must be shipped to our returns processing center address.
• Improperly packaged returns, returns with missing parts, returns exhibiting signs of neglect or usage beyond a reasonable trial period may be excluded in the sole discretion of iWALKFree.
• Original shipping costs are excluded from the refund