Return Policy
Last updated: September 1, 2026
In short
You have 14 days from the date your order is delivered to request a return, by emailing info@southafricanwheelchairs.co.za. If you simply changed your mind, you cover return shipping and get the product price refunded (not the original delivery fee). If we sent you a faulty, damaged, or wrong item, we cover everything and refund you in full — no cost to you either way. Refunds go back to your original payment method within 5-7 business days of us receiving the return.
Your return questions, answered directly
Is it 14 days from delivery or from purchase?
14 days from the date your order is delivered to you — not from when you placed the order.
How do I request a return?
Email us with your order number and reason for return. We do not process return requests by phone alone — we need it in writing so there's a clear record.
What email do I contact?
info@southafricanwheelchairs.co.za
Who pays for return shipping?
If you're returning an item because you changed your mind, you pay the return shipping cost. If the item is faulty, damaged on arrival, or the wrong item was shipped, we cover return shipping in full.
Does the item have to be unopened or sealed?
It must be unused, uninstalled, and in its original packaging with all accessories and manuals included. A small number of hygiene-sensitive items (see below) cannot be returned once the packaging has been opened, for health and safety reasons — this doesn't apply if the item is faulty.
How quickly will I get my refund?
Within 5-7 business days of us receiving and inspecting the returned item.
How is the refund issued?
To your original payment method. We don't issue cash refunds or store credit unless you specifically request store credit instead.
Are shipping fees refundable?
The original delivery fee is refunded only if the return is due to our error (faulty, damaged, or wrong item). For change-of-mind returns, the original delivery fee is not refunded — only the product price.
What if my item arrives damaged?
Contact us within 48 hours of delivery with photos of the damage and the packaging. We'll arrange a free replacement or a full refund (including original shipping), at no cost to you. You won't need to pay for return shipping.
What if I receive the wrong item?
Contact us within 48 hours of delivery. We'll arrange free collection of the incorrect item and send the correct one, or issue a full refund — whichever you prefer. There is no cost to you.
Return Eligibility
To be eligible for a change-of-mind return, your item must be:
- Reported to us within 14 days of the delivery date
- Unused and not installed, assembled beyond basic setup, or ridden/driven
- In its original packaging, with all accessories, manuals, and parts included
- Not modified, damaged, or missing parts due to customer handling
Faulty, damaged-on-arrival, and wrong-item returns are not held to the “unused” requirement above — contact us and we'll handle those directly, regardless of condition.
Items We Cannot Accept as Returns
For hygiene and safety reasons, we cannot accept change-of-mind returns on the following once their packaging has been opened:
- Commodes, shower chairs, and toileting aids
- Slings and other items that come into direct contact with skin
- Wheelchair and seating cushions once the cover has been removed or the cushion used
- Batteries once installed and used
- Custom-ordered or made-to-measure items
This does not apply if the item is faulty or was not what you ordered — in those cases, contact us and we will resolve it at no cost to you.
How to Request a Return
- Email info@southafricanwheelchairs.co.za within 14 days of delivery, with your order number and the reason for the return.
- We'll confirm by email whether your item is eligible and explain the next steps.
- For change-of-mind returns, you'll need to pack the item securely (ideally in its original packaging) and send it to: South African Wheelchairs, 35 View Road, Manors, Pinetown, KwaZulu-Natal, 3610, South Africa, at your own cost, using a courier or drop-off service of your choice.
- For faulty, damaged, or incorrect items, we will arrange collection at no cost to you — you won't need to organise or pay for shipping yourself.
- Once we receive and inspect the item, we'll email you to confirm your refund or replacement.
Refunds
Once we receive and inspect your return:
- Refunds are issued to your original payment method — we do not process refunds to a different card or account
- Processing takes 5-7 business days from the day we receive and inspect the item
- For change-of-mind returns, the product price is refunded; the original delivery fee is not
- For faulty, damaged, or wrong items, the full amount is refunded, including any delivery fee you paid
- You'll receive an email confirmation once your refund has been processed
Damaged or Defective Items
If your item arrives damaged or develops a fault, contact us at info@southafricanwheelchairs.co.za within 48 hours of delivery, with photos of the damage and the packaging it arrived in. We will arrange a free replacement or a full refund (including delivery fees) at no cost to you. Please keep the original packaging until the issue is resolved.
Wrong Item Shipped
If we shipped you the wrong item, contact us within 48 hours of delivery. We will arrange free collection of the incorrect item and either send you the correct one or issue a full refund, whichever you prefer — at no cost to you.
Exchanges
We don't currently process direct product-to-product exchanges. If you'd like a different product, please request a return (following the process above) and place a new order for the item you'd prefer.