Refund policy

Return Policy for Stabilized Steps, LLC

At Stabilized Steps, LLC, we are committed to providing our customers with high-quality medical equipment that meets their needs for comfort, safety, and mobility. Please read the following return policy carefully to ensure a smooth and transparent return process.

1. Return Window for Private Pay Returnable Products:
   • Returns or exchanges for private pay equipment purchased from Stabilized Steps, LLC will be accepted within 10 days of the original date of delivery.
   • After 10 days, no returns or exchanges will be accepted under any circumstances.
2. Return Window for Medicare or Insurance-Covered Products:
   • Returns or exchanges for Medicare or insurance-covered equipment will only be accepted if: the product is defective, damaged, or incorrect.
   • Medicare guidelines do not allow returns for used or opened items unless there is a manufacturing defect or a shipping error on our part.
   • If the return is due to a manufacturing defect or error on our part, we will cover the return shipping costs.
3. Non-Returnable Items:
   • Due to health and safety regulations, the following items cannot be returned or exchanged
     under any circumstances:
     • Any products with fabric material
     • Durable Medical Equipment (DME), including but not limited to:
       • Commodes (including folding steel commodes)
       • Therapeutic mattresses, cushions, and pillows.
   • Any items are considered personalized, hygiene-sensitive, or health-regulated and cannot be returned once opened or used for safety and sanitary reasons.
4. Condition of Returned Items:
   • All items being returned must be in new, unused, and resealable condition. Items must be free of any signs of use, damage, or alteration.
   • Items should be returned with their original packaging when applicable (or if packaging was provided). If the packaging was not provided or if the packaging is not applicable (such as for local deliveries where we remove packaging), the return will still be subject to inspection and approval.
   • Items that are used, damaged, or soiled will not be accepted for return or exchange.
5. Return Process:
   • To initiate a return, please contact our customer service team at (844) 691-7837 within 10 days for returnable products as explained above.
   • If the product will be shipped, you will be provided with a Return Authorization Number (RA#) and further instructions on how to return the item.
   • Returned items must be shipped to the following address:
     • 5051 Castello Drive, Unit 44/45, Naples, FL 34103
6. Refunds:
   • Refunds will be issued to the original payment method once the returned item has been received, inspected, and approved.
   • Please note that shipping fees are non-refundable.
7. Shipping Fees:
   • The customer is responsible for all shipping fees associated with the return of the product, unless the return is due to a mistake on our part or a manufacturing defect, in which case, we will provide a pre-paid return shipping label.
   • Customers residing in Southwest Florida (SWFL) have the option to have us pick up the returned item for a $25 fee, they can opt to pay for return shipping, or schedule a drop off with the customer service team.
8. Restocking Fee:
   • A restocking fee of 15% will apply to all returnable items, except for those that are damaged, defective, or incorrectly shipped. This fee helps cover the costs associated with inspecting, repackaging, and restocking returned products.
9. Exchanges:
   • At this time, we do not accept exchanges. If you wish to exchange an item, you will need to return the original item for a refund and place a new order for the desired product.
10. Damaged or Defective Items:
    • If your item arrives damaged or defective, please contact our customer service team immediately on receipt and email pictures of damaged products to office@stabilizedsteps.com, and we will assist you with a replacement or full refund.
    • Please retain all packaging and take photos of the damage for a smooth resolution process.

By purchasing from Stabilized Steps, LLC, you acknowledge and agree to abide by this return policy. We strive to provide the best possible experience, and if you have any questions or concerns, please reach out to our Customer Service Team at (844) 691-7837. Thank you!