Karman Policy

Karman Healthcare Return Policy

To process your return smoothly, please follow these guidelines carefully. Failure to comply may result in delayed processing or denial of credit.

Non-Returnable Products
The following items are non-returnable:  

  • Products purchased over 30 days from the ship date  
  • Customized wheelchairs or products made to customer specifications, including those marked as non-returnable  
  • Products returned in altered, damaged, or non-original packaging  
  • Broken or unsellable items  
  • Items restricted by state law*  
  • Seating components not sealed in original plastic bags  

*State-specific pharmacy laws apply to returns; approval is subject to Karman Regulatory Affairs.

Return Process
Refer to this policy and request an RMA for eligible returns.  

Short Shipment and Freight Damage
- For claims of shipment shortages, errors, or defects, notify Grands Mobility in writing within 5 days of receiving the shipment. Missing this deadline implies acceptance of the shipment as-is.  
- For Damages: Count all items upon delivery and inspect for obvious damage or shortages. Note any issues on the carrier’s bill of lading (BOL) and have it countersigned. Retain products in their original carton for any required inspection by the carrier.  
- Notify Grands Mobility within 2 business days of receipt for all damage or shortage claims by calling +1 304-381-0134 or contacting a sales representative.

Returns for Products Shipped in Error
- Report any shipment errors within 2 business days. Items shipped in error are returnable through the RMA process within 30 days of receipt.

RMA (Returns Merchandise Authorization) and Fees 
1. RMA Procedure: Request return authorization within 14 days of invoice date. Ship the item within 30 days, freight prepaid, with the RMA number clearly marked on the box.
2. Restocking Fees:
   - Standard returns incur a 15% handling/restocking fee, with all transportation charges prepaid by the customer.  
   - Exchanges for color or size receive a reduced 10% restocking fee.  
   - Returns outside these criteria are evaluated on a case-by-case basis, with fees from 25–50% plus a $25 minimum processing fee.  
3. Custom-Made Goods: Not eligible for return under any conditions.  
4. Freight Charges: Original freight fees are non-refundable unless due to a Grands Mobility error and if the entire order is returned.

This policy supports a smooth return experience while upholding Karman Healthcare’s product and service standards.