WHILL Product Return Policy
Please examine your order carefully upon delivery to make certain everything is in perfect condition. If you have a question or concern about your order, please contact us immediately at support.us@whill.inc within 5 days of delivery. We’ll resolve your issue as quickly as possible or arrange to get you a replacement where appropriate.
Review the following information and return policy details:
- The Return Policy is neither a trial period nor an extension of any warranty or damage claim period.
- WHILL accepts returns for products purchased on www.whill.inc/us within 30 days of purchase. Returned products must be in new, unused condition, free from scratches, wear, or signs of use, and include all original packaging, parts, and manuals.
- Device (wheelchair or scooter) must be returned in its ORIGINAL PACKAGING, new and unused, with all included parts, accessories, and manuals. We recommend keeping the original device packaging for at least 30 days. A device returned without its original packaging will not be accepted.
- Certain items, such as replacement parts, accessories, and custom orders, may not be eligible for return. Please confirm eligibility with our Support team before initiating a return.
- Non-returnable items for hygienic reasons: Cushions (seat and back support) and arm pads.
Return Process
To initiate a return of a product purchased on whill.inc/us, contact our support team to request a Return Authorization (RA).
Email: support.us@whill.inc
Phone: 844-699-4455
Provide the customer service representative with the following information:
- Name
- Order number
- Item(s) you are returning
- Reason for return
Note: All returns must have an RA number to be processed. Returns received without this number will not be credited.
- A Return Authorization (RA) form and return shipping information will be provided via email.
- Items must be returned within 14 days of receipt of a Return Authorization (RA) number and shipping label.
- Upon receipt, we will inspect the returned item for damage and signs of use. If the product shows any signs of use, a refund will not be issued, or a fee will be deducted from the refund amount. In the event your item is not returnable, we will contact you to allow you to have it shipped back. You will be responsible for shipping fees to get the item back to you.
- Upon approval, your refund, less any applicable restocking and shipping fees, will be refunded to your original form of payment. Refunds can take up to 30 days following our receipt and approval of your returned item.
Restocking and Shipping Fees
- A 20% restocking fee applies to all returns unless explicitly waived by WHILL in writing.
- Outgoing and return shipping costs, and delivery service fees, such as WHILL Concierge+ white glove delivery, are not refundable.
Cancelled Orders
Orders cancelled after the item has shipped are subject to standard return policies and processes. If delivery of an item is refused, return shipping costs will be deducted from the issued credit, and a 20% restocking fee may apply. In the event you wish to cancel an order after the item has shipped, you should accept delivery of the item(s), obtain an RA number, and ship the item(s) to the specified address by WHILL. You are responsible for payment of return shipping costs.
Product Defect or Error
In the event a product is returned due to a manufacturing defect, damage during transit, or an error (such as receiving the wrong item(s)), we will cover all return shipping costs and provide a replacement or full refund. In such cases, restocking fees do not apply.
Risk-Free Trial
If your WHILL device was purchased under a risk-free trial, view return policy details below:
Trial Terms:
You must contact WHILL within 14 days of your chair being delivered to request a return authorization (RA) to qualify for the free trial. After 14 days, your return falls under the standard return policy and conditions.
- A shipping label will be emailed to you shortly after requesting the RA.
- Repackage your chair in the original box.
- Ship the item back within 10 days of receiving the shipping label.
- Upon inspection and approval of your return, you will be issued a full refund (less any premium delivery service charges if those were selected at time of purchase such as Concierge+ or applicable charges due to marks, scratches, dirt or visible signs of use).
Trial Conditions:
- Device must be shipped back in the original packaging. Devices without original packaging will not be accepted for return or refunded.
- All accessories, chargers and items that were included in the box must be returned.
- Device should be in new condition with no marks, scratches, dirt or visible signs of use.
- Premium delivery fees are not refundable.
- The item must be shipped back to the address noted on the RA/shipping label within 10 days of receipt of said label.
- Once returned and inspected, if all trial conditions are complied with, your refund will be issued to your original form of payment.
- If the 14 day window has passed, the standard return policy below applies:
- This item has a 20% Restocking Fee.
- You are responsible for the cost of return shipping. The product must be new and unused and in the original packaging.
- All accessories and items that were included in the box must be returned.
- Items canceled after the product has already shipped will be considered a return.
- Delivery and service fees are not refundable.
- An RA (Return Authorization) from WHILL must be requested within 14 days of delivery.
- The item must be shipped back to the address noted on the RA within 14 days.
- Once approved, your refund, minus any restocking and shipping fees, will be issued to your original form of payment.
WHILL Shipping Information
Standard Shipping
Standard ground shipping is free for all orders shipped within the continental United States. Orders shipped to Alaska and Hawaii are subject to additional shipping charges. Most orders are fulfilled within 2-3 business days of confirmation and take 3-5 days in transit. International shipping is not available at this time. We cannot ship to the US Virgin Islands, Puerto Rico, or Guam.
- Delivery surcharges may apply to rural zip codes and to orders shipped to Alaska and Hawaii. Delivery times may take longer in transit to these locations.
Expedited Shipping
Second Day and Overnight Shipping may be available on most items, excluding li-ion batteries. To get a quote or place an order with expedited shipping, please contact our customer service department at us.sales@whill.inc with the product(s) you are interested in purchasing and your shipping address.
Second Day or Overnight Shipping will expedite the delivery of your products once they are ready to ship but will not shorten the processing time. Expedited shipping is available for delivery Monday thru Friday only.
Concierge+
White glove delivery is offered as part of the WHILL Concierge+ plan. Learn more.