Return Policy
Return Policy
Products should be returned within 30 days from receipt of shipment. All items returned must be in new condition, in the original boxes and have original packaging. A 20% restocking fee and freight/shipping charges both ways will apply for most returns (see below for exceptions). If product was shipped with Merit’s Free Freight Policy, customer will pay original freight out, return freight and the restocking fee.
Merits Health Products Return Procedure:
Call Innucare Health and Returns at 855-729-2134 and receive an RA (Return Authorization) number. All returns must have an RA number to be processed.
Provide the customer service representative with the following:
Serial Number of the product(s)
order number for the product(s)
date of the original order
All returns must be sent to:
Merits Health Products, Inc
4245 Evans Avenue, Ft. Myers, FL 33901
For returns that were the result of an error by Merits Health products:
There is no restocking fee. Merits will issue a call tag to have the item picked up and Merits will pay the freight charged for the return. The freight company will make 3 attempts to pick up the item. After 3 attempts, it will then be the responsibility of the customer to ship the item to Merits at their cost.
For items returned that are not an error by Merits Health Products:
Customer will be charged a 20% restocking fee. Customer pays return freight both ways.
If an order is canceled after the item has shipped:
Merits standard return policy applies with a 20% restocking fee and freight both ways. You should accept delivery of the item(s), obtain an RA number, and ship the item(s) to Merits at the above address.
If delivery of an item is refused:
Merits will assess a 20% restocking fee. Customer pays freight both ways.
If item is damaged during shipment:
The customer should call Innucare Health or Merits Shipping Department and file a Freight Damage Claim within 3 business days of receipt. All shipments must be checked for shortages. Discrepancies must be noted on the delivery receipt and signed as “short” and then reported to the Merits Shipping Department. If not reported within the time limits, customer pays return freight.
Pilot Navigator Returns:
All sales are final. Custom‐built products are not eligible for return.
Customers returning products are responsible for any shipping damages; we suggest that you always insure your returns.
All returns are inspected when received; customer credit is issued within 30 days.
Warranty
Warranty
5-Year Warranty from the original date of consumer purchase:
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.
