Return Policy - Walkin' Wheels Dog Wheelchairs Returns
It is our intention that every Walkin' Wheels user be happy with their wheelchair. If you experience problems, please call us. Often we can help with a simple adjustment. If you feel the cart is not for you, we can issue a RETURN MATERIALS AUTHORIZATION. Please note that carts returned without a return materials authorization will not receive credit.
RETURN MATERIALS AUTHORIZATION FORMS
Download and print the Return Authorization Forms:
The Front Harness, The Rear Leg Rings, and the (optional) Walkin' Lift Rear Harness cannot be returned for hygiene reasons once it has been tried on the dog. The Walkin' Lift is useful without the cart, as a lifting harness to help your dog walk. Our optional handles are useful for this.
RETURNED UNOPENED WITHIN 14 DAYS: If you return the cart to us, unopened, with a Return Materials Authorization we will refund 95% of the cost of the entire cart, less shipping charges.
REFUSED DELIVERY: Please do not refuse delivery as we do get charged for this. If you refuse delivery, you will be charged a 10% restocking fee, plus the shipping charges for the return of your product.
Our Restocking Fee
Sometimes, when an animal caretaker buys a dog wheelchair, it simply doesn't
work. There are several possible reasons for this. Some can be helped and
some can not.
Often, by looking at photos, watching videos, and drawing on our experience
with thousands of dogs, we can help you figure out how to get it to work.
This is why we need you to call us before returning it. Often, after a brief
phone call, your dog will be running and playing again.
Other times, though, there is nothing we can do. Whether it is due to the
dog's specific condition or temperament, or the wheelchair design, if the
product will not work for your dog, we invite you to return it.
The restocking charge covers some of our costs associated with making the
product ready to be used on another dog. Like any business, we either have
to cover our costs with a restocking charge or by increasing the price of
the product -- which wouldn't be fair.
Sometimes we're asked why we charge a restocking charge when the product is
returned in "new" condition. If the box has been opened we have a
responsibility to send it through our complete inspection and repackaging
process so that we know it will be safe, spotless, and hygienic for the next
dog that uses it. Obviously, if you received your products with someone
else's dog hair on it, you would not be pleased. If there is any cleaning
needed or if there are any scratches we need to repair or replace items, in
which case we deduct these costs from your refund. We take photographs of
each cart when it is received so if you have questions about a charge, we
are happy to provide you the photos showing why they were applied.
HandicappedPets.com has the highest level of customer satisfaction and the
best return policy in the industry. In addition we make every effort to make
sure that our return policy is understood by every customer before
purchasing the product, and again before unsealing the package in the big
"READ ME FIRST" label.
Our mission is to help your dog walk, and we will do whatever we can to
RETURNED WITHIN 14 DAYS: If you try the cart and it does not work for your pet because of the design or fit, call us within 14 days from the day the cart is delivered to you. If we can't correct it, we will issue you a return materials authorization and refund you up to 80% of the cart's cost (less shipping). If refurbishing is needed due to scratches or wear, this will reduce your refund.
WITHIN 5 YEARS. The cart is warranted for one year against defects in workmanship (with the exception of normal wear and tear of the harness and wheels). If something breaks, please let us know and we will repair or replace the cart (at our option). You are responsible for all shipping charges.
DISPUTES: Charge-backs from the Credit Card Company.
A Charge-back is when you contact your credit card company or payment processor and dispute a charge we have made to your card. Charge-backs are expensive for us to research and process and ALWAYS UNNECESSARY. At Handicappedpets.com, we will ALWAYS work with you to resolve any issue.
You agree, as part of these terms and conditions, that in the event you wish to file a dispute:
with 'disputed charge' in the subject.
2) to give us up to 2 working days to return your call or message, although typically we will respond immediately. If you are not available we will leave a message or email you.
3) To give us up to 3 working days after we have spoken with you and you have explained the dispute to us, and provided any documentation we need to validate your dispute.
You further agree that if you file a dispute with your credit card company or payment processor before completing this process, you will pay 25% of the purchase price of the product, including shipping, to cover the time and resources we need to process your claim with the credit card company and that you will pay the fee regardless of the outcome of the investigation.
If, after speaking with you, we cannot resolve the issue to your satisfaction and you do institute a charge-back, you agree to pay the 25% processing fee if the credit card company does not rule in your favor.