Clear, Fair, and
Easy to Understand

If an item arrives damaged in shipping, defective out of the box, never arrives, or is different from what you ordered, contact us right away. We will resolve it at no cost to you.

• Report visible or concealed shipping damage within 72 hours of delivery
• If your order never arrives, contact us within 30 days of the expected delivery date — we will investigate with the carrier and either reship or issue a full refund at no cost to you
• If the wrong item was sent, contact us immediately — we will arrange a correct replacement or full refund
• Send photos of the packaging and product when reporting damage
• Include your order number in your email or call
• We will arrange prepaid return shipping or freight pickup where applicable
• Once confirmed, you may choose a full refund or replacement
• Manufacturer resolution: For defective items, the resolution — repair, replacement, or refund — is ultimately determined in coordination with the manufacturer. Some manufacturers dispatch a technician or send replacement parts rather than accepting a full return. We will communicate clearly with you throughout the process and advocate on your behalf.

Most mobility scooters, power wheelchairs, and large products ship via freight carrier on an 18-wheeler truck. Please read the following carefully before ordering.

• 18-wheeler access is your responsibility. You must ensure that a freight truck can safely reach your delivery address. If access is not possible — narrow streets, low bridges, tight driveways — you may need to arrange to meet the driver at a nearby accessible location.
• Failure to accept a scheduled delivery may result in storage fees, return shipping costs, and restocking fees being deducted from any refund.
• Refused shipments without prior authorization from OzzoCare are treated as returns and subject to all applicable fees.
• Most products go through a pre-shipment inspection at the manufacturer before leaving the warehouse. Despite this, damage can occur in transit — always inspect packaging before signing.
• Contact us before ordering if you have any concerns about delivery access at your address.

Most standard returns are accepted within 30 days of delivery, provided all return conditions are met.

• Item must be in new, unused condition
• Original packaging, parts, manuals, and accessories must be included
• RA number must be obtained before returning anything
• Return shipping is the customer's responsibility for change-of-mind returns
• Return shipping insurance: You are responsible for insuring your return shipment. If the item is damaged or lost during return transit and is not insured, the cost of repair or the lost value will be deducted from your refund. We strongly recommend using a tracked, insured freight or courier service.
• Expedited, express, or special shipping charges paid on the original order are non-refundable once service has been arranged
• Orders cancelled after shipment are treated as returns and subject to all applicable fees

The following items cannot be returned under any circumstances due to manufacturer restrictions, hygiene requirements, or the custom nature of the order.

• Custom-built or made-to-order products — any product assembled, modified, or configured specifically for your order
• Lift chairs with customizations, including:
  • Upgraded or non-standard fabrics
  • Heat and massage options
  • Power headrest or lumbar upgrades
  • Footrest extensions
  • Left-hand controls
  • Non-stock sizes such as XL or XXL
• Mobility scooters with custom configurations, including:
  • Afikim scooters and other custom-built units
  • Scooters ordered with canopies or similar structural add-ons
  • Scooters ordered with Shabbat mode or similar special programming
  • Scooters ordered with non-standard motor, throttle, or seat configurations
• Opened shower chairs, bath seats, commodes, transfer benches, and similar hygiene-sensitive items
• Incontinence and personal care items
• Products showing signs of use, modification, or damage caused after delivery
• Returns sent without a valid RA number — these may be refused and returned to sender
• Returns shipped to the wrong address without prior authorization

From time to time, certain products are available for pre-order when temporarily out of stock. Pre-ordering reserves your unit from the next available shipment.

• Cancellation fee: All pre-orders cancelled before shipment are subject to a 4% cancellation fee to cover non-refundable payment processing costs incurred at the time of ordering
• Ship dates are estimates: Estimated ship dates provided at checkout are subject to change based on manufacturer production schedules and freight availability — they are not guaranteed
• Once shipped: Standard return policy applies from the date of delivery
• You will be notified by email when your pre-order ships, including tracking information

Parts returns are evaluated case-by-case based on compatibility, condition, and whether a serial number was provided at the time of purchase.

Serial number requirement: Most scooters, power wheelchairs, and lift chairs undergo version updates over time. When version updates occur, parts can become incompatible with older models. Because compatibility depends on the specific serial number of your product, we strongly advise providing your product's serial number when ordering any part. If no serial number was provided at time of purchase, the part order will not be eligible for return.

The following parts are generally not eligible for return in most cases:

• Refunds go back to the original payment method — no store credit substitutions unless requested
• Credit card refunds typically appear within 5–10 business days after processing
• PayPal refunds are typically faster
• Shop Pay Installments refunds: Orders placed using Shop Pay Installments that qualify for a return are still subject to the applicable restocking fee. The restocking fee must be collected separately by credit card or check before the installment arrangement can be cancelled and the remaining balance refunded. Please contact us to coordinate this process.
• Original outbound shipping charges and optional In-Home Setup & Assembly Service fees are non-refundable once service has been arranged
• Expedited, express, or special shipping fees paid on the original order are non-refundable
• Product specifications, colors, and designs are subject to minor changes by manufacturers without notice. OzzoCare is not responsible for slight variations in specifications or appearance that fall within normal manufacturer tolerances.