Regular Returns
HV Supply prides itself with its high focus on customer satisfaction. We will gladly accept returns providing that goods are returned in their original packaging, in salable condition within 30 days from the date of the invoice.
Regrettably, we cannot offer a refund or exchange once the product has been opened and used unless the product is defective or damaged.
For defective or damaged products, please email us at info@hvsupply.com to arrange a refund or exchange.
- A 15% restocking fee will be charged for all returns.
- Sale items are FINAL SALE and cannot be returned.
Pride Equipment Returns & Cancellations
1. CANCELLATIONS
STANDARD ITEMS – Orders cancelled after an item has shipped are subject to all standard return policies. The customer may reject the item upon delivery to the registered address, however all standard return policy fees will apply. The customer will be responsible for a $115.00 freight charge along with 25% of the original item price as applied restocking fee. After the deduction of these penalty costs, the customer will be refunded the remainder of the purchase price.
Orders cancelled before an item has been shipped will have no additional penalty cost and a full refund will be issued.
2. RETURNS
NOTE: For return requests, customers are responsible for a 25% re-stocking fee of the original item price along with a $115.00 freight charge. Exclusions may apply if the delivered products is obviously damaged/ malfunctioning upon delivery.
Return policies will vary depending on the time lapsed after delivery, condition of item upon delivery and condition of item after delivery. All return requests for capital products (whole units) require a prior authorization from a representative of Pride Technical Service
a. Receiving a Faulty/ Damaged product
Upon receiving the product, the customer has 24 hours to inspect for obvious damage and malfunctions of the item. If any are noted, it is the customer’s responsibility to get in touch with the supplier either via phone or email to report the issue.
After the issue is reported a field service request will be submitted to address the issue with a service visit from a technician (this is covered by a 1-year warranty that comes with the purchase of the product).
If the issue is reported within 24 hours of receiving the item and there are no obvious signs of use on the product, then the product is a viable for a consideration for return with a full refund issue.
However, please note that an alternative solution before a return is a field service repair or part replacement to get the unit fully operational.
b. Receiving a Fully Functional Product
If a customer receives a fully functional product, uses it then changes their mind then please note that the product is NOT viable for any return options. All mobility devices are considered healthcare equipment and cannot be re-sold after skin-to-skin contact is made.
If a customer receives a fully functional product, DOES NOT use it and changes their mind about product, then the product is viable for return with an additional $115.00 freight charge along with 25% of the original item price as applied restocking fee. The customer will then be refunded the remaining balance of the original purchase amount. The product must be completely unused and in its original packaging for the return request to be accepted.
Restricted items
The following items cannot be returned or exchanged:
- Aerosol-type products or medications in pressurized spray cans, such as: hairspray, shaving cream and deodorant.
- Products that contain flammable, volatile or corrosive chemicals, such as: fragrance, nail polish and nail polish remover.
- Medical Hazard Equipment: This refers to a category of medical devices or equipment that, due to their potential to cause harm to health or the environment, cannot be returned once sold. This is typically because the equipment has come into contact with bodily fluids or potentially infectious material and therefore poses a risk of transmitting diseases. This equipment may also pose a risk due to radiation, strong magnetic fields, or other harmful effects. NOTE: Pride Power Recliners are considered to be Medical Hazard Equipment.
Return Instructions
To return an item, please email customer service at info@hvsupply.com to obtain a Return Merchandise Authorization (RMA) number. After receiving a RMA number, place the item securely in its original packaging and include your proof of purchase, and mail your return to the following address:
HV Supply
Attn: Returns
RMA #
6573-F Cochran Rd
Solon, OH 44139
United States
Questions
If you have any questions concerning our shipping & return policy, please contact us at:
info@hvsupply.com