Refund Policy

21-Day Return Policy

We're sorry if an item or accessory you purchased did not meet your expectations. We strive to make the return process as simple and convenient as possible for our customers.

If your purchase arrives damaged during shipping or in a defective condition, please contact us at hosen.support@gmail.com. We will promptly arrange for the item to be repaired or replaced. All returns must be initiated within 21 days of delivery.

Before initiating a return, please ensure that:

• Your return request is submitted within 21 days of delivery.

• The item is in "like new" condition. If the item is damaged, applicable repair costs may be deducted from your refund.

• The item is returned in its original packaging, including all original inserts and materials.

• You have contacted us within 21 days of delivery to request a Return Merchandise Authorization (RMA) number, which is required for all returns. You can request an RMA number by emailing hosen.support@gmail.com. Returns without an RMA number may not be processed.

Restocking Fee

Please note that a 25% restocking fee applies to all products to cover shipping and return processing costs.

Original shipping charges are non-refundable. Return shipping costs are the customer's responsibility.

Return Policy Exceptions

Certain products are not eligible for return unless they arrive damaged or defective.

If an item arrives damaged or defective, we will arrange for a repair or replacement.

If an order is canceled after it has shipped, the following restocking fee will apply to cover shipping-related costs:

• Electric Wheelchairs: $200

Certified Pre-Owned (CPO) Products:

All sales of certified pre-owned products are final and are not eligible for return.

If a certified pre-owned product arrives damaged or defective, we will arrange for a repair or replacement.

Parts & Accessories:

Parts and accessories are non-returnable.

If your item arrives damaged or defective, please notify our Customer Service team within 5 days of receipt by emailing hosen.support@gmail.com. We will arrange for a repair or replacement.

If you have any questions regarding the return eligibility of your specific item, please contact our Customer Service team at hosen.support@gmail.com.

Canceled Orders

Orders canceled after the item has shipped are subject to the terms outlined in this Return Policy, including the requirement to obtain a Return Merchandise Authorization (RMA) number.

Please contact us to obtain an RMA number before returning a canceled order.

Special FedEx Pickup Service for Selected Items

For large or battery-powered products, such as electric wheelchairs, we can assist in arranging a FedEx pickup for your return.

After we issue your RMA number, please contact our Customer Service team to confirm whether your item qualifies for this service.

Your return must be ready for FedEx pickup by the morning of the third business day after your RMA number is issued.

Return shipping costs will be deducted from your refund.

If your item was originally shipped with hazardous materials documentation or warning labels, these documents and labels must remain attached to the packaging and clearly legible.

FedEx pickup helps ensure safe and compliant return shipping, especially for products containing batteries.

Refund Processing

Once we receive your returned item, we will process your refund within 30 days.

Refunds will be issued to your original payment method, minus any applicable deductions, including:

• Original shipping charges.

• Return shipping costs.

• Applicable restocking fees.

• Repair costs if the returned item is damaged.

For orders paid by money order, refunds will be issued by check and will follow the same 30-day processing period.

Please ensure that you follow all return shipping instructions.

Hosen reserves the right to modify the terms of this Return Policy at any time without prior notice.

This Return Policy applies to direct-to-consumer purchases of our products. Return policies for wholesale vendors may differ.