Terms & Conditions of Sale
1. Overview
This returns policy applies to the IBIS Wheelchair-to-Car Access Hoist and the Pelican Pool Hoist purchased directly from Para Mobility or an authorised distributor unless product specific clauses are in place.
Para Mobility is committed to providing high-quality, reliable equipment. To ensure the correct fit and suitability, customers are expected to review all product information and assess compatibility prior to purchase.
2. Pre-Purchase Responsibility
Customers must be confident in their ability (or their carer’s ability) to safely use and operate the equipment before placing an order.
- Installation, usage, and compatibility guides are available via demonstration videos on our website and official YouTube channel.
- Safe Working Loads (SWL) are presented on our website and product materials, please ensure the product is suitable for you prior to purchasing.
- Returns will not be accepted on the basis that a user cannot operate the product or did not verify compatibility prior to purchase.
3. Defective Goods
Returns are accepted only where a product:
- is confirmed to be defective due to manufacturing fault, or
- does not operate as described under normal use and installation.
4. Return Authorisation
- Customers must contact Para Mobility within 14 days of receiving the item to obtain a Return Authorisation (RA) number.
- A written explanation, proof of purchase, and supporting photos or video evidence must be supplied.
- Returns will not be accepted without an RA number, please contact our team prior to any return deliveries being booked
5. Freight & Packaging Requirements
- All freight, insurance and handling costs for returned items are the responsibility of the buyer.
- Products must be returned in their original or equivalent protective packaging.
- Para Mobility is not responsible for any damage incurred during return shipping due to poor packaging.
6. Inspection & Outcome
Once received, the product will be inspected by our technicians. If a manufacturing defect is confirmed, Para Mobility will, at its discretion:
- repair the product,
- replace it with a new or reconditioned item, or
- issue a refund (excluding original freight charges).
If the product is found to be fault-free or misused, it will be returned to the customer at their cost.
7. IBIS Money Back Guarantee
During the summer launch, the IBIS Wheelchair-to-Car Access Hoist is covered by a Money Back Guarantee, subject to the following conditions:
- Online Product Training:
To help our customers an online training video consultation with a member of our team is available to assist with the successful operation of the equipment.- Online bookings can be made via our online booking portal Calendly.
- If no resolution can be found during the video training consultation, then completion of online assessment form highlighting reason for non-suitability is required.
- Valid Reasons for Return:
Refund requests under the guarantee will only be accepted where:- the IBIS hoist is not compatible with your vehicle, despite efforts to assess fitment beforehand, or
- the product has a verified manufacturing defect.
- Freight Responsibility:
In all cases, the buyer is responsible for organising and covering the cost of return freight. - Product Condition:
The product must be returned in a clean, undamaged condition with all original components and accessories.
8. Exclusions
Returns will not be accepted for:
- Change of mind, incorrect selection, or inability to operate the product.
- Damage caused by incorrect installation, misuse, modification or neglect.
- Normal wear and tear or minor cosmetic blemishes that do not affect performance.
9. Limitations of Liability
Para Mobility’s liability is limited to the remedies outlined above and does not include compensation for consequential or incidental damages, except as required by law.
10. Your Statutory Rights
This policy does not replace or limit your rights under the American Consumer Law or other applicable legislation.
Contact Details
Contact Details
For all returns and assessment enquiries, please contact:
Email: info@paramobility.com
Phone: 1 (800) 929-1484
Quoting your RA number is required for all returns.