Merits Policy

Merits Health Products Return Policy

General Return Guidelines
Authorized Merits Health Products providers may return products within 30 days of receipt. All items must be in new condition, in their original boxes and packaging. A 20% restocking fee and all freight charges (both original and return) apply, including when items were shipped under Merits’ Free Freight Policy.

Return Procedure
1. Call +1 304-381-0134 to request a Return Authorization (RA) number, which is required for all returns.
2. Provide the customer service representative with:
- Product serial number
- Order number
- Original order date
3. Ship all returns to:
Merits Health Products, Inc.
4245 Evans Avenue, Ft. Myers, FL 33901

Returns Due to Grands Mobility Error
- No restocking fee will be applied.
- Merits will issue a call tag for pickup and cover return shipping costs. The freight company will make three pickup attempts; if unsuccessful, the customer is responsible for shipping the item back.

Returns Not Due to Grands Mobility Error
- A 20% restocking fee and return freight both ways are charged to the customer.

Order Cancellations and Refused Deliveries
  • Canceled Orders (after shipment): Standard return policy applies, with a 20% restocking fee and both-way freight charges. Accept the delivery, obtain an RA, and ship to Merits.
  • Refused Deliveries: A 20% restocking fee applies, and the customer is responsible for both-way freight charges.


Damaged Shipments
If an item is damaged in transit, contact the Bionic Trove and file a Freight Damage Claim within 3 business days. Note all discrepancies on the delivery receipt and ensure it’s signed as “short.” Failing to report within the timeframe will place freight costs on the customer.

Pilot Navigator Returns
All sales of the Pilot Navigator and custom-built products are final and cannot be returned.

Important Return Notes
- Customers are responsible for any shipping damage on returns, so insurance is recommended.
- All returns are inspected upon receipt, and credits are typically issued within 30 days.

MERITS HEALTH PRODUCTS, INC. WARRANTY POLICY

Merits Health Products, Inc. will repair or replace the following item(s) that have a manufactured defect. Credit will be given following inspection by an authorized representative of Merits Health Products, Inc. into the material or workmanship. Part(s) purchased outside of warranty have 30 days to report manufactured defect.

5-Year Warranty from the original date of consumer purchase:

  • Frame

18-Month Warranty from the original date of consumer purchase:

  • Joystick
  • Charger 
  • Gearbox 
  • Transaxle
  • Electrical Harness
  • Motor Brake

Assembly 13-Month Warranty from the original date of consumer purchase: 

  • Seat Post
  • Caster Forks
  • Power Seat Actuator
  • Metal Seating Frame
  • Caster Beam
  • Anti Tipper Forks
  • Armrest Bracket (metal part only)
  • 31ah or above batteries

6-Month Warranty from the original date of consumer purchase: 

  • Bearings 
  • Swivel Seat Mechanism
  • Front Riggins 
  • Batteries less than 31 ah supplied by Merits Health Bushings Products, Inc.

Warranty Exclusions: The following item(s) are excluded from warranty:

  • Tires and tubes 
  • Upholstery including seating/arm pads/padding
  • Plastic and rubber part(s)
  • Painted surfaces including shrouds/fenders
  • Fuses and bulbs 
  • Battery cases
  • Motor brushes 
  • Brake pads

Warranty becomes invalid on any parts damaged from:

  • Acts of nature, lost, or stolen 
  • Commercial use
  • Neglect, improper operation, and/or maintenance or repair 
  • Units altered or serviced by an agency not authorized by Merits Health Products, Inc.
  • Serial numbered products if the serial number has been removed or defaced

Warranty Service:

Merits Health Products, Inc. retains the right to replace warranted part(s) with either refurbished or new part(s) at their discretion. Any costs related to labor, service calls, transportation, freight, or other charges associated with the installation of warranted part(s) are the responsibility of the consumer/dealer. This warranty gives you specific rights and you may also have other rights which may vary from state to state