Return Authorization Request Form
Use this form to start a return for a wheelchair, rollator, accessory, or part bought on strongbackmobility.com. Submit it within 30 days of your delivery date. We review every request within 2 to 3 business days and email you a confirmation with your return authorization number and the address where you can mail your returned item.
Please do not ship anything back 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.
Is this the right form?
This form is for something in perfect condition that you have decided not to keep. If yours is faulty or arrived damaged, that is a warranty claim and it uses a different form.
| Your situation | Where to go |
|---|---|
| It is fine, you changed your mind, within 30 days | This form |
| It arrived damaged or has a defect | Claim Form |
| You want a different size or color | Return here, then place a new order |
| Bought on Amazon | Return through Amazon |
| Bought from a dealer or retail store | Return to that store. Find your dealer |
| The VA or an agency paid for it | Contact them. The refund goes back to whoever paid |
| More than 30 days since delivery | Email usa@strongbackmobility.com |
Before you fill out the form
Have these ready:
- Your order number and receipt. Both are on your order confirmation email.
- Your original box and packing materials. Products must be returned in their original packaging.
- The reason for your return. It tells us whether you actually need the Claim Form instead, and it helps us build better chairs.
Return Request Form
What happens after you submit
- We review your request and respond within 2 to 3 business days.
- We email your return authorization number along with the warehouse address to ship to. If you would like us to provide a prepaid return label, reply and ask. We quote you the cost, which varies by model and by where you are shipping from, and deduct it from your refund once you approve it. You can also book and pay for the shipment yourself with any carrier you like.
- You pack and ship it in its original box, with the return authorization number written on the outside and included inside. Include everything that came with your order: accessories, hardware, tool kit, and manuals.
- We inspect it when it reaches our warehouse, to confirm it is new, unused, and resalable, with no cracks, scratches, or indications of use, all parts present, and the original packaging intact. Inspection usually takes 7 to 10 days after it arrives. If it does not pass, we contact you first, and it is returned to you at your expense.
- We refund your original payment method within 2 business days of a passed inspection. No restocking fee, and we do not deduct your original outbound shipping. Your bank may take a few extra days to post the credit.
Full details, including what we look for during inspection, are on our Warranty and Easy Returns page.
A few things to know
- Returns submitted more than 30 days after delivery will not be authorized.
- Return shipping is the customer's responsibility.
- Products must be returned in their original packaging, and have no cracks, scratches, or any indications of use.
- A return authorization must be requested, and the return authorization number must be included with your return.
- We do not accept Amazon or retail store returns. You must return to the original purchase location and abide by their return policy window.
Questions before you start a return?
Call 757-349-7790, 10am to 3pm EST, Monday through Friday, or email usa@strongbackmobility.com.
If you are not certain a return is the right move, talk to us first. Sometimes a seat width change, a footrest adjustment, or a different cushion solves the problem, and you keep the chair you already have.
Current data: As of September 2026 | Strongback Mobility USA