Shipping - Return | diamondrx.com

Shipping - Return | diamondrx.com
Shipping Returns

We work hard to help you select the right product the first time. However,  you may occasionally receive a product that doesn't work for you. If you need to return an item, please review our Return Policy below and submit an online Return Request. Some products have specific return criteria which is indicated on the product’s information page. 

Return Policy

Many items may be returned within 30 days of shipment for a full refund. They must be returned at the customer’s expense in their original packaging and meet the following conditions:

  • Product must be in new condition.  For example, scratches, dirty or marked tires, broken plastic or any indications of usage. 
  • Product must be returned in its original packaging. You can purchase new packaging for lift chairs and scooters by calling our office. 
  • A return authorization must be requested from Diamond within 30 days of delivery of the product.
  • Once a Return Authorization has been received, the product must be returned within 14 days.

There are certain products that are custom-made by the manufacturer and are non-returnable. These include:

  • Ultralightweight wheelchairs
  • Sport wheelchairs
  • Handcycles
  • Lift Chairs with custom fabrics and/or heat and massage
  • Golden Technologies PR-502 lift chairs
  • Tracer IV Custom heavy-duty wheelchair
  • Open-Box Items

For hygienic reasons, the following products are non-returnable:

  • Bath safety equipment (Excluding select Rehab Shower Commode Chairs)
  • Mattresses

Some products require a 15% restocking fee for returns. These include:

 

All returned products require a Return Authorization number. Returns received without this number will not be credited. The easiest way to request an RA number is by completing our easy online Return Authorization Form.

You may also call us at 1-800-977-3002 or email us at customerservice@diamondrx.com to request an RA number. Please include your order number, name and the item number you are returning. 

NOTE: Products returned without an RA number will not be credited. To receive full credit, items must be shipped within 14 days from the day the RA Number and shipping information were provided by Diamond.

Return Shipping

Unless Diamond made an error, return freight is the customer's responsibility. We will be happy to help you determine which shipping method to use once you have requested your RA number. We highly recommend insuring larger items for their retail value to protect against shipping damage.

Please be sure to carefully follow all return-shipping instructions that are included with your Return Authorization number. If an item is returned to the wrong address, Diamond reserves the right to charge for any additional shipping fees associated with shipping the item to the correct location. In addition, if a scheduled pickup with a delivery carrier is missed, Diamond may institute a $10 fee per missed scheduled pickup.

Cancelled Orders

Orders cancelled after the item has shipped are subject to all standard return policies. You must accept delivery, obtain an RA Number and ship the item back to the correct address. If delivery of an item is refused, return shipping costs are deducted from the issued credit and a 25% restocking fee (minimum $25) will apply. Second-Day and Next-Day shipping costs will not be credited if delivery is refused.

Credits

Once your return is received, Diamond will issue a credit to the credit card used for the purchase. Please allow up to 4 weeks for your credit to be issued.  If you paid by check or money order, we will issue a check within 30 days.

If your item is defective or was damaged in shipping, please call us at 1-800-977-3002 or email us at customerservice@diamondrx.com. We will arrange for the item to be repaired or replaced promptly.

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