Return Policy

Return & Refund Policy

Last Updated: May 7, 2026

At Universal Aide, we want to ensure you are fully satisfied with your mobility purchase. Because we carry specialized medical equipment, we have established the following guidelines to ensure safety, hygiene, and transparency.

Policy Summary

  • Return Window: 30 days from delivery.
  • Return Method: Mail-in (RMA required).
  • Item Condition: New, unused, and in original packaging.
  • Restocking Fee: 25% (for inspected medical equipment).
  • Return Shipping: Paid by the customer.

I. Cancellation Policy

  • Standard Cancellations: Any order cancelled after 48 hours of placement is subject to a $20 administration fee.
  • Shipped Orders: Orders that have already left the warehouse cannot be cancelled. You must follow the Return Policy below, and the customer will be responsible for all original and return shipping charges.
  • Custom Orders: Orders for custom-built or finished-to-order products are subject to a restocking fee of 25% once the manufacturing process has begun.

II. Return Policy

1. Return Window: You have 30 days from the date of delivery to request a return for standard products.

2. Return Eligibility: To qualify for a return, the item must:

  • Be in new and unused condition. For hygiene and safety reasons, mobility items that have been "test-driven" or used outdoors cannot be returned.
  • Be in the original factory packaging with all manuals, chargers, and accessories included.

3. Non-Returnable Items: * Hygiene-sensitive items (slings, cushions, or bathroom safety products).

  • Items where the original hygienic seal is broken.
  • Customized orders or "Special Order" items.
  • Items marked as "Final Sale."

4. Restocking Fees: All eligible returns are subject to a 25% restocking fee. This fee covers the manufacturer's cost of technical inspection, sanitization, and repackaging of medical-grade equipment to ensure it meets safety standards for future use.

III. How to Process a Return

Do not ship items back to our Los Angeles administrative office. Returns shipped without an RMA number will be refused.

  1. Request an RMA: Email Admin@universalaide.com or call (323) 421-7083 to obtain a Return Merchandise Authorization (RMA) and the correct warehouse return address.
  2. Shipping: The customer is responsible for all return shipping/freight costs. We recommend using a trackable and insured method (UPS, FedEx, or LTL Freight) as Universal Aide is not responsible for items lost or damaged in return transit.
  3. Refunds: Once the manufacturer inspects and approves the return, we will process your refund within 5–7 business days. The refund will be credited to your original payment method, less the restocking fee and the actual original shipping costs incurred by Universal Aide.

IV. Damages & Warranty Claims

  • Shipping Damage: You must inspect your delivery upon arrival. Visible damage must be noted on the delivery receipt (Bill of Lading) before the driver leaves.
  • Hidden Damage: If you discover damage after unpacking, you must report it to us with photos at Admin@universalaide.com within 48 hours of delivery.
  • Warranty: Universal Aide honors all manufacturer warranties. If a product is defective, we will facilitate the replacement of parts or the unit at no cost to you.

V. Contact Information

  • Universal Aide Phone: (323) 421-7083
  • Email: Admin@universalaide.com
  • Support Hours: Monday – Friday, 9:00 AM – 5:00 PM (PST)