Return Policy

Reliance Pro, Inc. Return Policy & Product Warranties

Reliance Pro, Inc. believes in our customers and truly cares about their journey toward independence.Our goal at Reliance Pro is to always provide our customers with excellent service. Our Return Policy is designed to make it easier for you to expedite returns and take care of warranty issues.

Do not return any items without written consent from the company.

New or Unused Product Returns and 25% Restocking Fee

New or unused products can be returned within 30 days from the invoice date with a 25% restocking fee. The following terms and conditions apply:

• Customer pays for freight to return the product.
• Products should be in the condition they were received: unused, and in the original box and/or packaging (except for Bath Safety products). The original packaging for Bath Safety products must not have been opened and have remained sealed.
• Please do not write anything on the retail packages. The issued RMA should be clearly marked on the return shipping box.
• Used products or products out of original packaging cannot be returned.
• Credit will be issued for the product but not for the original freight.
• Standard freight policy applies to new orders.
• After 30 days, products cannot be returned.

Product Damaged in Shipping

If a product is damaged upon arrival, the bill of lading for truck shipments or carrier manifest for smaller packages must be marked “Damaged”. Marking the product as damaged and contacting Reliance Pro, Inc. immediately upon receipt will significantly reduce the time it takes to receive full credit.

Within seven (7) days of accepting delivery, customers should inspect all items and contact Reliance Pro’s Customer Service Department at (408) 274-1453 or email [email protected] to report the damage. Reliance Pro will issue an RMA, notify the shipper to arrange for a return, and process a replacement order. Replacement orders will be billed to the customer’s account, and a credit will be issued based on the carrier’s findings.

Please be prepared to provide the item number, pictures of the damaged product, and if available, a serial number.

Product Warranties

• All product frames: Lifetime Warranty
• Hand Brake System: 5-Year Warranty
  (Includes brake housing, cable wire, brake handle, cable cover, brake shoe, brake spring)
• All other parts: 1-Year Warranty
  (Includes seat, wheels, hand grips, tips, height adjustment knob and screw, foam backrest, seat clips, dust caps, forks, etc.)

Parts and Repairs

Our manufacturer stocks all parts and can ship them directly to the store, customer, or caregiver. Our customer support line can assist with all repair needs.

How to Submit a Return

To expedite a return, contact our Customer Service Team at (408) 274-1453 or send an email to [email protected] to request a Return Merchandise Authorization (RMA).
When requesting an RMA, please provide the Reliance Pro Representative with:

• Your customer account number
• Contact name
• Purchase order
• Model
• Serial number (if applicable)
• Quantity
• Reason for return
• Picture of damaged product
• A valid email address

RMA numbers expire after 15 days of issuance. Reliance Pro cannot accept any unauthorized returns without a previously issued RMA.