Return policy
Custom-built.
Not returnable — but adjustable.
Every chair sold through wheelchair.direct is built to order, to your exact measurements and configuration. Because of that, orders are non-returnable. Most fit concerns after delivery can still be worked out through adjustment — read on for what that does and doesn’t cover.
Why chairs are non-returnable
Wheelchairs sold here are not stock items pulled off a shelf. Each one is custom-built by the manufacturer to the frame size, seating, and options selected during configuration — a specification unique to the person it’s built for. Because it’s built to order rather than held in inventory, it can’t be resold to another customer, so returns and refunds aren’t offered once an order has been placed and built.
Adjustments after delivery
A custom fit doesn’t always land perfectly on the first try, and most ultralight chairs have real adjustability built in. If something feels off after delivery, reach out — Daryl personally helps work through what’s adjustable, which typically includes things like:
- Axle position (fore/aft and height), which changes the balance and rolling resistance
- Rear seat-to-floor height and seat angle/slope, within the frame’s built-in range
- Footrest and armrest height
- Backrest tension and angle, on adjustable backrests
- Caster and front-end alignment
This is included, no-charge support — the same after-delivery follow-up call that comes with every order is where most of this gets dialed in.
What isn’t adjustable: frame dimensions
Seat width and seat depth are set when the frame is built. These aren’t adjustable after the fact — changing them means a new frame. If a frame dimension needs to change after delivery, that new frame is built and billed at the customer’s expense, the same as an original order.
This is exactly why the free fit consult before you order exists — getting seat width and depth right up front is the single biggest factor in avoiding this. Daryl personally reviews every configuration before it’s sent to the manufacturer to catch anything that looks off.
Damaged or incorrect orders
If a chair arrives damaged in shipping or doesn’t match what was ordered, that’s on us to make right — contact Daryl right away and he’ll work directly with the manufacturer to get it resolved.
Questions before you order
The best way to avoid a fit problem is to talk it through before you buy. The fit consult is free, with no obligation to purchase.
Have a question about this policy?
Talk it through before you order.
Whether it’s about fit, adjustability, or anything else — reach out directly and Daryl will help you get it right the first time.