Invacare Consumer Service Policy
May 01, 2024
Section A: Customer Satisfaction
Invacare Corporation (Invacare) is committed to providing a high level of service. For questions or concerns, please contact the Invacare Customer Service group through the website located here.
Section B: Ordering Products
1. Invacare will accept orders from consumers via the Shopify platform.
Invacare does not accept orders and will not process credit card information provided via email or telephone. For your protection, credit card or other sensitive personal information (e.g., passwords, social security numbers) should never be sent via Email.
2. Products, service specifications, and availability are subject to change without notice.
3. Updates to your order will be viewable under “My Account”, Order History.
4. Once an order has been submitted to Invacare, changes (e.g., additions, deletions, quantity, or item changes) to the order will not be accepted.
Section C: Shipping Information and Guidelines
1. Invacare's goal is to ship orders for stock products as soon as possible. Most in-stock orders will ship within 2-4 business days.
2. Updates to your order status can be made or reviewed at Invacare’s Shopify storefront, under My Account>Order history.
3. Invacare will ship to the 48 US contiguous states, Hawaii, Alaska, and the District of Columbia. We are currently unable to ship internationally.
4. All shipments from Invacare are F.O.B. Origin, Freight Prepaid. Title of products transfer to the customer at the time the product is loaded on the carrier’s truck at the Invacare distribution center or manufacturing location, and Invacare prepays the transportation charges. If a delivery cannot be completed on the first attempt, the customer will be responsible for all charges associated with the re-delivery direct with the carrier.
5. Invacare reserves the right to ship a product from its choice of location. Invacare has several distribution centers located across the United States.
6. All shipments requiring a freight carrier to deliver will be sent with a liftgate. The Carrier will then be able to offload the shipment onto the customer’s property. The carrier will not bring products into the residence unless the customer selects “Inside delivery” at the time of checkout.
7. If you require an inside delivery, it must be selected at the time of checkout. There is an additional charge for an inside delivery. Inside delivery means the driver will bring the shipment into the first safe location inside the residence. (Example: garage).
8. Freight carriers will not install or setup the new equipment.
Section D: Freight and Handling Charges
Invacare Equipment and Service Parts Handling Fee:
Except as provided in Section C, products ordered via Shopify will have no shipping or handling charges.
Section E: Proof of Delivery Information
Customers may obtain a Proof of Delivery directly from the carrier, or Invacare Customer Service. All requests for a Proof of Delivery must be made within one hundred and twenty (120) days of the invoice date.
Section F: Wear and Tear
1. Invacare takes pride in providing the best quality products for its customers. Although we strive to deliver the best-in-class parts and equipment, we recognize that certain items are considered wear items by nature and will not be covered under the applicable product warranty, except for defects in materials or workmanship. Specific items and components include but are not limited to; all upholstery items including seats and back upholstery, arm and calf pads, mattresses, cushions, wheels, tires, and casters, all types of batteries, all types of filters including TSS and concentrators, ambulatory rubberized tips such as canes and crutches, joystick overlays and inductive rubberized protective boots.
2. Invacare reserves the right to ask for any item back that has an alleged defect in materials or workmanship. Refer to the user manual for specific information concerning a certain product.
Section G: Limited Warranty Information
1. Invacare warrants its products to be free from defects in materials and workmanship for various time periods. Refer to the warranty packaged with each product to determine the exact coverage for that particular product. Service parts are covered under a six (6) month limited warranty unless specified otherwise.
2. During the warranty period, any defective product will be repaired or replaced, at Invacare's option. The warranty does not include any labor or freight incurred in the replacement part installation or repair of a defective product.
3. A copy of the Bill of Sale issued to the purchaser of a product may be required prior to processing a warranty claim.
4. Invacare does not warrant products or parts that have been misused from their intended purpose, not properly maintained as per the user manual or abused. Refer to the Returning Products section of this Service Policy and product warranty for complete details.
5. Invacare disclaims all other express or implied warranties, including the implied warranties of merchantability or fitness for a particular purpose.
Section H: Service Repair for Warranty and Non-Warranty Repairs
1. Invacare provides technical phone troubleshooting and support. Invacare does not employ service technicians in the field.
2. In the event a product is needing repaired, it will be the responsibility of the customer to contract with a technician to repair or setup a product.
3. Invacare Customer Service can help locate service providers in the customer’s area. The service center locator is available for use on the website.
Section I: Receiving Products / Freight Damage Handling / Claims
1. Before signing for a shipment, inspect all cartons for visible damage and verify that the “quantity received” and “damaged” notations on the delivery receipt are correct. Accept the shipment even if there are damaged goods.
2. If a shipment includes damaged goods:
a. Indicate the quantity and nature of the damage (for example, carton torn or crushed) on the delivery receipt.
b. Have the delivery driver sign the receipt.
c. Contact the carrier within five (5) business days of receipt with findings.
d. Failure to give such notice shall constitute acceptance of product and waiver of claims process.
e. Failure to note damages upon delivery will lead to denial of credit.
f. Retain all original cartons and packaging materials. Invacare will arrange for the freight carrier to inspect any freight-damaged products and will order replacement products, at your request.
g. Invacare will process a credit or replacement based on the freight carrier’s findings.
Section J: Refused Shipments
1. It is the responsibility of the customer to contact Invacare within two (2) business days of the attempted delivery to inform that a shipment has been refused. Refusing a shipment in full or part does not guarantee a credit to the customer.
2. If the customer refuses the shipment, the carrier will return the product back to the original shipping location.
3. The shipping location will forward the refused shipments to the Invacare Central Returns Center.
4. The refused shipment will undergo one or all of the following:
a. ACR assignment in accordance with Invacare’s ACR assignment policy
b. Returned to customer when (and only if) applicable.
c. Allow for thirty (30) days to process any ACR associated with a refused shipment order.
d. If a reconsignment of shipment is necessary, and it is found to be solely caused by Invacare’s negligent acts or omissions, then Invacare will pay reconsignment charges and have the freight delivered to the original specified location.
e. If a reconsignment is necessary, and it is found to be the fault of the customer, then the customer must accept and receive delivery of the shipment. Once the shipment is received, the customer can negotiate a redelivery of the product at the customer’s expense.
Section K: Returning Products
1. PLEASE NOTE: All returned product will be subject to full evaluation. Credit issuance will be based on returned product evaluation findings. Product abuse or no fault found cases may result in a credit denial.
2. Only products in full, complete, and unopened cases with original packaging can be returned. All such products must be returned within thirty (30) days of invoice date but are subject to a 25% restocking fee.
3. An ACR return number is required for all returns and may be obtained by contacting Invacare Customer Service. The customer has thirty (30) days from the date of invoice to request an ACR number to return unopened, unused stock product in original packaging.
4. Any product returned to Invacare for credit without initiating an ACR return will be refused. All returns must be initiated through Invacare’s Shopify storefront. Upon evaluation, returns may be rejected because of the physical condition of the products.
5. Products that have been used cannot be returned unless it is perceived to be an alleged complaint in the form of a product defect. In this case, Customer Service reserves the right to request that the product be returned for full product evaluation and documented in Invacare’s Quality System.
6. Once an ACR is issued, it is valid for thirty (30) days from the date of issue. The ACR number must be clearly and legibly printed on the outside of all return packaging and should be referenced on packing slip and/or bills of lading. Invacare will only accept returns of items for which the ACR number was issued.
7. Credit denials: In the event of credit denial, the customer will be notified immediately. In turn, the customer will have ten (10) business days to respond as to whether they prefer the product be shipped back at their cost. Invacare will not assume the return cost of shipping. If no response is received after 10 business days, Invacare Returns reserves the right to discard product.
Section L: Customer Obligations
1. Customer will promptly report to Invacare any product complaints involving injury or death, quality, durability, reliability, safety, effectiveness, or performance. Customer will cooperate with Invacare in Invacare’s investigation and resolution of such complaints and take reasonable steps to preserve the product. Customer will retain or return products to Invacare in cases of alleged injury, malfunction, or property damage.
2. Customer will cooperate with Invacare in diligently implementing product recalls or field corrective actions, including promptly arranging for the removal, repair, or replacement of the affected products in the field, as required by Invacare, without charge to the purchaser or end-user of products.
3. Customer will not make any unauthorized alterations, modifications, or changes to any product, its packaging or labeling. Doing so will void all warranties.
Note:
This Service Policy version supersedes and replaces all previous Service Policy versions issued by Invacare Corporation. Invacare Corporation reserves the right to change this policy and any terms and conditions herein without prior notification.
Version 05.01.2024