Limited Warranty and Easy Returns
Two different things happen when a product comes back to us. If yours is faulty, that is a warranty claim, and we pay the shipping. If it is fine and you have simply changed your mind, that is a return, and you pay the shipping. They use different forms, so it helps to start in the right place.
- Mine is faulty, damaged, or a part has failed. That is a warranty claim. Go to the Limited Warranty section below and submit the Claim Form.
- Mine is fine and I want to send it back. That is a return. Go to the Easy Returns section below and submit the Return Request Form. You have 30 days.
Limited Warranty
Strongback Mobility USA LLC ("Strongback Mobility" or "we") provides the following limited warranty to the original purchaser of each new Strongback Mobility wheelchair/rollator. The frame of your Strongback Mobility wheelchair/rollator is guaranteed against defects in manufacturing and materials for the applicable frame warranty period identified below. The seat, footrests and any other parts of any wheelchair/rollator are guaranteed against defects in manufacturing and materials for a period of twelve (12) months after purchase.
Frame warranty periods
- Two (2) years after purchase: Models 1036DB, ES0001 and R0001.
- Five (5) years after purchase: Models 1002, 1003, 1003AB, 1012AB, 1016AB, 1017, 1017AB, 1007, 1007AB, 1010, 1010AB, 1019.
The applicable warranty period is not extended if we repair or replace a defective wheelchair/rollator or part. We may change the availability of this limited warranty at our discretion, but any changes will not be retroactive.
OUR RESPONSIBILITY FOR DEFECTIVE WHEELCHAIRS AND ROLLATORS IS LIMITED TO REPLACEMENT OR REFUND AS DESCRIBED BELOW.
Limitations on Warranty Coverage
This limited warranty does not cover defects or deterioration due to normal wear or damage due to misuse, alteration, tampering, negligence, accidents, lack of maintenance, unauthorized repair or any other cause beyond the reasonable control of Strongback Mobility.
This limited warranty extends only to the original purchaser of a new Strongback Mobility wheelchair/rollator bought from the Strongback Mobility store, including our storefront on Amazon, or bought new from an authorized Strongback Mobility retailer.
It does NOT apply to any subsequent owner or other transferee of the wheelchair/rollator, to any used wheelchair/rollator, or to any wheelchair/rollator bought used from a reseller or a private seller, for example on eBay. Only the original owner can file a warranty claim.
How to Obtain Warranty Service
All warranty claims must have a return authorization number.
Please note: Dealer purchasers must return to the place of purchase to submit a warranty claim. If you bought from our storefront on Amazon, use the Claim Form here rather than going through Amazon.
To begin your warranty claim, please visit the Claim Form.
Please make sure ALL questions and pictures requested are included with your warranty claim to help expedite the process, or delays may occur.
Once you have submitted your warranty claim form, Strongback Mobility will issue you a return authorization number, at which point you may send your wheelchair/rollator to the address provided by us. It is important to remember that warranty claim shipments to our warehouse will only be accepted with prior authorization. Please DO NOT SEND your wheelchair/rollator to Strongback Mobility without a return authorization. Any returns received by our warehouse without an issued return authorization will be ineligible for service and will be returned to you at your expense.
We pay the shipping. If your wheelchair/rollator needs to come back to our warehouse for a warranty claim, we cover the cost of shipping it to us. This is different from a return, where return shipping is paid by the customer.
You do not need the original packaging. Original packaging is required for returns. It is not required for a warranty claim. Pack it well enough to travel safely and we will take it from there.
Once the wheelchair/rollator has been received at our warehouse, we will inspect it for defects. The inspection process usually takes 7 to 10 days after the product reaches the warehouse.
Remedies for Warranty Claims
If we determine that your Strongback Mobility wheelchair/rollator has a defective frame covered by this limited warranty, you will be given the choice of a new wheelchair/rollator, if ordered through strongbackmobility.com, or a full refund. If we determine that a defective part is covered by this limited warranty, we will send you a replacement part free of charge.
Limitation of Liability
THE REMEDIES DESCRIBED ABOVE ARE YOUR SOLE AND EXCLUSIVE REMEDIES AND OUR ENTIRE LIABILITY FOR ANY BREACH OF THIS LIMITED WARRANTY. OUR LIABILITY SHALL UNDER NO CIRCUMSTANCES EXCEED THE ACTUAL AMOUNT PAID BY YOU FOR THE DEFECTIVE WHEELCHAIR/ROLLATOR, NOR SHALL WE UNDER ANY CIRCUMSTANCES BE LIABLE FOR ANY CONSEQUENTIAL, INCIDENTAL, SPECIAL OR PUNITIVE DAMAGES OR LOSSES, WHETHER DIRECT OR INDIRECT.
SOME STATES DO NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATION OR EXCLUSION MAY NOT APPLY TO YOU.
Easy Returns
If your chair or rollator is in perfect condition and you want to send it back for any other reason, you have a full 30 days. Below is exactly how it works, what we check when it comes back, and what to expect for your refund. No fine print, no surprises.
Returns at a glance
| Return window | 30 days from the delivery date |
|---|---|
| Where you bought it | Direct purchases on strongbackmobility.com only |
| Proof of purchase | Your receipt or order confirmation is required |
| Return authorization | Required before you ship anything back |
| Condition required | New and unused. No cracks, scratches, or any indications of use |
| Packaging required | The original box and all original packing materials |
| Return shipping | Paid by the customer |
| Restocking fee | None, as long as it comes back in good condition |
| Original shipping | Never deducted from your refund |
| Review turnaround | 2 to 3 business days |
| Inspection | 7 to 10 days after it reaches our warehouse |
| Refund issued | Within 2 business days of passing inspection, to your original payment method |
How the return process works
Step 1. Save your box
Please keep the original box and all packing materials until you are certain you are keeping your chair. A wheelchair is large, oddly shaped, and easy to damage in transit. The original carton is built to protect it, and it is the packaging your chair needs to come back in.
Step 2. Request a return authorization
Fill out the Return Request Form within 30 days of your delivery date. Have your order number and your receipt handy.
Step 3. Wait for your return authorization number
We review every request within 2 to 3 business days. If your return is approved, we email you a confirmation with your return authorization number and the address where you can mail your returned item.
Please do not ship your chair before you have a return authorization number. Any returns received in our warehouse without an issued return authorization will be ineligible for a refund and will be returned to you at your expense.
Step 4. Choose how to ship it back
Return shipping is the customer's responsibility. You have two options.
Option A. Use your own carrier. Book the shipment yourself with the carrier of your choice and pay them directly, then send us the tracking number. This is often cheaper if you have a preferred carrier or a drop off point nearby.
Option B. Let us provide the label. Ask us and we will email you a prepaid return label, then deduct the cost of that label from your refund. You pay nothing up front. Label cost varies by model and by where you are shipping from, so we quote you the exact amount before we send it. You will never be surprised by a deduction you did not agree to.
Step 5. Pack it and mail it
Your return authorization number must be included with the item you return. Write it clearly on the outside of the box and include it inside. Repack it the way it arrived, using the original inserts and protective material, and include everything that came with your order: accessories, hardware, tool kit, and manuals.
Step 6. We inspect it
This is the part we want to be upfront about. Everything returned is inspected when it reaches our warehouse, which usually takes 7 to 10 days after it arrives. We are confirming that it comes back in new, resalable condition: no cracks, no scratches, no marks or soiling on the upholstery, no wear on the tires, all parts present, and the original packaging intact.
We inspect because the next person to buy it deserves a new one, not someone else's. A chair that has been used outdoors, sat in for a day, or shipped back loose in a random box cannot honestly be sold as new.
Returns that pass inspection carry no restocking fee. If one does not pass, we contact you before we do anything, and it is shipped back to you at your expense.
Step 7. We issue your refund
Once it passes inspection, we refund the purchase price to your original payment method within 2 business days. Your bank or card issuer may take a few extra days to post the credit on your end.
We do not deduct the original outbound shipping cost from your refund.
What is refunded and what is not
Refunded in full:
- The purchase price
- The price of any accessories returned with it
- The original shipping you paid, if any. We do not claw back outbound shipping on returns.
Not refunded:
- Return shipping, whether you pay a carrier directly or we deduct the cost of a label we provided
No restocking fee applies to any return that comes back in good condition.
Refunds are issued at the discretion of Strongback Mobility, based on the condition of the item when it reaches us.
What we cannot accept
- Returns submitted more than 30 days after delivery
- Returns that arrive without an issued return authorization
- Anything with cracks, scratches, or any indications of use
Anything that fails inspection is returned to you at your expense, so please look it over carefully before you ship.
Can I exchange mine for a different size or color?
We do not process direct exchanges. If you need a different model, size, or configuration, return the one you have using the process above and place a new order for the one you want.
If you are not sure which size is right the second time around, call us at 757-349-7790 before you reorder, or check our Sizing Guide. We would much rather spend ten minutes on the phone than have you go through this twice.
Can I return an accessory or a replacement part?
Yes, on the same terms: within 30 days, unused, in original packaging, with a return authorization number. Return shipping on accessories and parts is arranged and paid for by the customer. We do not provide prepaid labels for accessory or parts returns.
Bought somewhere other than strongbackmobility.com?
Returns and warranty claims work differently, so it is worth separating the two.
Returns
We do not accept Amazon or retail store returns. You must return to the original purchase location and abide by their return policy window.
- Amazon orders: return through Amazon, under Amazon's return policy and window.
- Retail store or dealer purchases: return to the store you bought from, under their return policy and window. Find your dealer with our Store Finder.
Warranty
Your warranty still applies. It covers anything bought new from the Strongback Mobility store, including our storefront on Amazon, or from an authorized Strongback retailer. If you bought from our Amazon storefront, use our Claim Form rather than Amazon. Dealer purchasers submit warranty claims through the place of purchase. The warranty does not cover anything bought used, and only the original owner can file a claim.
Purchases made through the VA or another agency
If the VA or another agency paid for your chair, your return goes through them, not through us. The refund has to go back to whoever paid, so the agency has to initiate it. Contact your VA representative or the agency's purchasing contact to start the process. See our Veterans page for more.
Frequently asked questions
What is the difference between a warranty claim and a return?
A warranty claim is for something that is faulty: a defect in manufacturing or materials. A return is for something perfectly fine that you have decided not to keep. Warranty claims use the Claim Form and we pay the shipping. Returns use the Return Request Form and you pay the shipping. Both need a return authorization number before you ship anything.
Who pays shipping on a warranty claim?
We do. If your wheelchair or rollator needs to come back to our warehouse, we cover the cost of shipping it to us. Returns work the other way round: on a return, you pay the shipping.
Do I need the original box for a warranty claim?
No. Original packaging is required for returns, not for warranty claims. Pack it well enough to travel safely and that is enough.
How long is my Strongback under warranty?
The frame is covered for five years on most models, and for two years on Models 1036DB, ES0001 and R0001. The seat, footrests and all other parts are covered for twelve months. Your model number is on the label on your frame, and the full list is in the Limited Warranty section above. All periods run from the date of purchase.
Is my SEATA Rollator covered?
Yes. The SEATA Rollator carries a two year frame warranty and twelve months on the seat and all other parts, on the same terms as our wheelchairs.
What does the warranty cover?
Defects in manufacturing and materials, for the original purchaser. It does not cover normal wear, or damage from misuse, alteration, tampering, negligence, accidents, lack of maintenance, or unauthorized repair.
What do I get if my claim is approved?
For a covered frame defect, your choice of a new one, if you ordered through strongbackmobility.com, or a full refund. For a covered part defect, a replacement part free of charge.
How long does a warranty claim take?
Once it reaches our warehouse, the inspection usually takes 7 to 10 days.
I bought mine on Amazon. Am I covered?
Yes, if Strongback Mobility was the seller. Check the "Sold by" line on your Amazon order. Fill out our Claim Form here rather than going through Amazon. What is not covered is anything bought used from a reseller, on eBay or anywhere else, or anything that has changed hands. Only the original owner can file a warranty claim.
I bought mine from a dealer or retailer. Am I covered?
Yes, if you bought new from an authorized Strongback retailer. Dealer purchasers must return to the place of purchase to submit a warranty claim, so start with the store you bought from.
I bought mine used. Am I covered?
No. The warranty covers the original purchaser only. It does not transfer to a later owner, and it does not apply to anything bought used, whether from a reseller or a private seller.
How long do I have to return it?
30 days from the day it is delivered. Your Return Request Form must be submitted inside that window.
Who pays for return shipping?
You do. Either book and pay for the shipment yourself, or ask us for a prepaid label and we deduct its cost from your refund. We quote you the label cost before we send it.
Is there a restocking fee?
No. As long as it comes back in good condition, there is no restocking fee.
Do I need the original box to return it?
Yes. Products must be returned in their original packaging. Please hold onto the box until you are sure you are keeping it. Warranty claims are the exception, and do not need it.
What happens if mine shows signs of use?
Everything returned is inspected on arrival. If it is not in new, resalable condition, we contact you and ship it back to you at your expense. No refund is issued.
How long does a refund take?
We review your request within 2 to 3 business days. Once your chair arrives, inspection takes 7 to 10 days, and we issue the refund within 2 business days of it passing. Your bank may take a few more days to post the credit.
Will you refund my original shipping?
Yes. We never deduct outbound shipping from a refund.
Can I exchange mine instead of returning it?
We do not process exchanges. Return it through the normal process and place a new order for the model you want.
Do I need to register my purchase to make a warranty claim?
No. Registration is not required, but you do need your receipt.
Current data: As of September 2026 | Strongback Mobility USA
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