Refund and Return Policy

At Moose Balance, we are committed to providing quality mobility and home care equipment, clear purchasing information, and dependable customer service.

We understand that purchasing mobility and home care equipment is an important decision. Our Refund and Return Policy is designed to help you understand your options if you need to cancel an order, return a product, or request a refund.

Please review this policy before placing an order. Certain products may have additional return restrictions or manufacturer-specific requirements, which will be disclosed on the applicable product page.

1. Order Cancellations

1.1 Standard Order Cancellations

Standard orders may be canceled free of charge within 24 hours of order placement, provided the order has not shipped.

To request a cancellation, please contact our Customer Service Team as soon as possible with your order number.

Phone: 1-833-513-8662

Email: sales@moosebalance.com

If your cancellation request is approved before shipment, a full refund will be issued to your original payment method.

Cancellation requests received more than 24 hours after order placement are subject to review and cannot be guaranteed.

Once an order has shipped, it is no longer eligible for cancellation under our standard cancellation policy. You may request a return after delivery, subject to the conditions outlined in this policy.

1.2 Custom and Made-to-Order Cancellations

Custom and made-to-order products are manufactured, assembled, modified, or configured according to individual customer specifications.

These orders may be canceled free of charge within 24 hours of order placement, provided production has not started and the order has not shipped.

Once production has started or the 24-hour cancellation period has expired, the order is no longer eligible for cancellation under our standard policy.

Custom and made-to-order products are generally final sale and are not eligible for change-of-mind returns.

Please carefully review all product specifications, measurements, configurations, and selected options before completing your purchase.

This restriction does not eliminate any rights or remedies available for defective, damaged, incorrect, or otherwise nonconforming products under applicable law.

2. General Return Policy

2.1 30-Day Return Period

Eligible products may be returned within 30 days of the delivery date.

To qualify for a standard change-of-mind return, the following conditions must be met:

• The return request must be submitted within 30 days of delivery.

• The product must be unused, uninstalled, and in its original condition.

• The product must be returned in its original packaging, including the manufacturer's box, protective materials, and shipping pallet.

• All original accessories, components, manuals, and included items must be returned.

• The product must not fall within a non-returnable category.

• Return authorization must be obtained from Moose Balance before the product is shipped back.

Products returned with missing components, damaged packaging, or other condition-related issues may be subject to additional review.

Returns that do not meet the applicable eligibility requirements may be declined, subject to applicable consumer protection laws.

2.2 Product-Specific Return Conditions

Certain products may have additional return requirements or restrictions based on their design, configuration, or manufacturer.

Where applicable, product-specific return conditions will be disclosed on the individual product page before purchase.

If you are unsure whether a product is eligible for return, please contact our Customer Service Team before placing your order.

3. How to Request a Return

To request a return, please follow the steps below.

Please do not ship a product back without receiving return authorization. Unauthorized returns may be refused or delayed.

4. Restocking Fees

A 25% restocking fee applies to eligible standard change-of-mind returns across all brands.

The restocking fee is calculated based on the purchase price paid for the returned product, excluding separately stated taxes and shipping charges.

The applicable restocking fee will be deducted from the approved refund amount.

Example of a Standard Return

The standard 25% restocking fee does not automatically apply to approved returns involving incorrect, defective, or damaged products.

Any additional charges must be disclosed and comply with applicable law.

5. Return Shipping Costs

5.1 Change-of-Mind Returns

Customers are responsible for return shipping costs when returning an eligible product because they no longer want or need it.

Return shipping costs vary depending on the product's size, weight, shipping method, and return destination.

Oversized products and items requiring freight transportation may incur higher return shipping charges.

Return shipping charges are separate from the 25% restocking fee.

5.2 Incorrect, Defective, or Damaged Products

Moose Balance will cover the applicable return shipping costs for approved returns involving products that were delivered incorrectly, arrived damaged, or were confirmed to be defective.

Please contact our Customer Service Team before arranging return transportation.

Our team will review your request and provide the appropriate return instructions or other available resolution.

Do not independently arrange freight transportation or return shipping without authorization if you expect Moose Balance to cover the associated costs.

Nothing in this section limits any rights or remedies available under applicable law.

6. Non-Returnable Products

The following products are not eligible for standard change-of-mind returns.

6.1 Custom and Made-to-Order Products

Products manufactured, assembled, modified, or configured according to individual customer specifications are generally final sale.

6.2 Specified Hygiene-Related Products

Certain hygiene-related products may be ineligible for return after their original packaging has been opened or the product has been used.

Any applicable hygiene-related return restriction will be identified on the individual product page before purchase.

6.3 Other Product-Specific Restrictions

Additional return restrictions may apply to specific products where clearly disclosed before purchase.

These restrictions apply to standard change-of-mind returns and do not automatically eliminate rights or remedies relating to defective, damaged, incorrect, or otherwise nonconforming products.

7. Damaged, Defective, or Incorrect Products

Please inspect your order upon delivery.

If you notice visible damage to the packaging or product, document the condition with photographs and note the damage on the delivery receipt or Bill of Lading, where applicable.

For freight deliveries, we recommend inspecting the visible condition of the shipment before signing the delivery documentation whenever reasonably possible.

7.1 Reporting Shipping Damage

We request that customers report visible shipping damage within 24 hours of delivery whenever possible.

Prompt reporting helps us investigate the issue with the shipping carrier and manufacturer.

7.2 How to Report a Problem

Please email sales@moosebalance.com and provide the following information, if available:

• Your order number.

• The product name and model number.

• A description of the damage, defect, missing components, or incorrect item.

• Photographs of the product and packaging.

• Relevant shipping or delivery documentation.

Please retain the original packaging and delivery documentation when reasonably possible until our team has reviewed the issue.

Our Customer Service Team will review your request and provide instructions regarding the appropriate next steps.

Depending on the circumstances and applicable requirements, the resolution may involve a repair, replacement, refund, or another appropriate remedy.

For approved returns involving incorrect, defective, or damaged products, Moose Balance will cover the applicable return shipping costs.

8. Exchanges

Moose Balance does not offer direct product exchanges.

If you wish to replace a product with a different model, size, or configuration, you may request a return of the original product and place a new order.

The original product must meet the applicable return eligibility requirements.

Standard change-of-mind returns are subject to the 25% restocking fee and applicable customer-paid return shipping charges.

A replacement purchase is processed as a separate order.

This policy does not restrict any replacement or other remedy that may be required for defective, damaged, incorrect, or otherwise nonconforming products under applicable law.

9. Refund Processing

Refunds are processed after the returned product has been received, inspected, and approved.

Once your return has been inspected, our Customer Service Team will notify you of the outcome.

For approved returns, Moose Balance will issue the applicable refund within 10 business days after completion of the return inspection.

Refunds will generally be issued to the original payment method.

For standard change-of-mind returns, the refund amount will reflect the applicable 25% restocking fee and any authorized return-related deductions.

The time required for the refunded amount to appear in your account may vary depending on your bank, credit card issuer, or payment provider.

If your return is not approved, our Customer Service Team will contact you regarding the outcome and any available next steps.

Where applicable law requires a shorter refund period or a different refund procedure, the applicable legal requirement will take precedence.

10. Shipping and Delivery

Moose Balance currently ships to the 48 contiguous United States.

10.1 Free Shipping

Free shipping is available on eligible orders over $99 within the 48 contiguous United States.

The free-shipping threshold is calculated using the order subtotal after discounts and before taxes.

10.2 Order Processing

Orders are typically processed within 1–2 business days, excluding weekends and U.S. holidays.

10.3 Estimated Delivery

Standard parcel delivery typically takes 5–7 business days after shipment.

Freight delivery typically takes 7–14 business days after shipment.

Custom and made-to-order products may require additional production and processing time.

Delivery estimates may vary depending on product availability, manufacturer requirements, carrier scheduling, and delivery destination.

If we cannot ship your order within the applicable promised timeframe, we will provide the required notice and cancellation or refund options in accordance with applicable law.

10.4 Shipping Address Changes

A $150 address correction fee applies to customer-requested shipping address changes after an order has shipped.

Address changes are subject to carrier approval and may not be possible once a shipment is in transit or approaching delivery.

The fee does not automatically apply when Moose Balance or its shipping partners are responsible for an incorrect address.

For complete information about shipping destinations, delivery services, freight appointments, and additional charges, please review our Shipping Policy.

11. Manufacturer Warranties

Manufacturer warranty coverage varies by product and manufacturer.

Warranty periods, covered components, exclusions, and claim procedures may differ depending on the product.

Please review the applicable warranty information before purchasing.

11.1 Warranty Assistance

If you experience an issue with a product during its applicable warranty period, please contact our Customer Service Team with your order number, product details, and a description of the issue.

We can help you identify the applicable manufacturer warranty information and available claim procedures.

Warranty claims are subject to the manufacturer's written terms and applicable law.

A manufacturer warranty does not automatically cover accidental damage, misuse, normal wear, or every product-related issue. Coverage depends on the specific warranty.

Nothing in this policy limits any rights or remedies available under applicable law.

12. International Shipping and Warranty Assistance

Moose Balance currently ships to the 48 contiguous United States only.

We do not offer international shipping or international warranty assistance.

If you intend to transport a product outside the United States after purchase, please review the applicable manufacturer's warranty terms before doing so.

Warranty coverage and service availability may vary depending on the manufacturer and the country where the product is used.

Moose Balance does not independently guarantee international warranty coverage or service.

Nothing in this section limits any rights or remedies available under applicable law.

13. Payment Disputes

If you experience an issue with your order, payment, delivery, or refund, we encourage you to contact our Customer Service Team.

Please provide your order number and a description of the issue so we can review your concern and work toward an appropriate resolution.

Nothing in this policy limits your right to dispute a transaction through your payment provider or exercise any other rights available under applicable law.

14. Policy Updates

Moose Balance may update this Refund and Return Policy to reflect changes in business operations, product availability, manufacturer requirements, or applicable laws.

The policy applicable to an order will be determined by the terms disclosed at the time of purchase, subject to applicable law and any subsequent changes agreed to by the customer.

We recommend reviewing the current policy before placing an order.

15. Contact Us

If you have questions about cancellations, returns, refunds, manufacturer warranties, or an existing order, please contact our Customer Service Team.