Refund & Return Policy – Brotherhood of Humanity

At Brotherhood of Humanity, our mission is to help every customer find comfort, mobility, and confidence through our products. We want you to be completely satisfied with your purchase.
This Refund & Return Policy outlines how we handle returns, exchanges, and refunds for products purchased from brotherhoodofhumanity.com.

1. General Return Eligibility

We accept returns for most products within 14–30 days of delivery (depending on the item type), provided that the item meets the following conditions:

✅ Unused and in original condition
✅ In original packaging (including manuals, parts, and accessories)
✅ Accompanied by proof of purchase (order number or receipt)
✅ Not a final-sale or non-returnable product

⚠️ For health, safety, and hygiene reasons, certain medical and personal-care products are non-returnable once opened.
This includes items like toilet and bathroom aids, cushions, and hygiene-related accessories.

2. Non-Returnable Items

Due to regulatory and health standards, we cannot accept returns on:

  • Opened or used bathroom safety products (e.g., commodes, raised toilet seats, bath benches)

  • Medical or hygiene-related items that cannot be resold safely

  • Batteries and electrical components (if installed or used)

  • Customized or special-order items

  • Clearance or final-sale products

If you are unsure whether your item qualifies, please contact us before returning it.

3. How to Request a Return

To start a return or refund request:
📧 Email us at contact@brotherhoodofhumanity.com with:

  • Your full name and order number

  • Product name and reason for return

  • Photos of the product (if damaged or defective)

Our customer support team will review your request and respond within 3–5 business days with further instructions.

4. Return Shipping

  • If the return is due to our error (e.g., wrong or defective product), we will cover the return shipping costs.

  • If returning for other reasons (e.g., change of mind, incorrect size, or customer error), the customer is responsible for return shipping fees.

We recommend using a trackable shipping method and retaining proof of postage.

Note: Unauthorized or unapproved returns may be rejected and sent back to the sender.

5. Damaged or Defective Products

If your item arrives damaged or defective:

  1. Contact us within 48 hours of delivery at contact@brotherhoodofhumanity.com.

  2. Include clear photos or videos of the damage/defect.

  3. We will investigate and offer one of the following:

    • A replacement at no extra charge

    • A repair (if applicable)

    • A full refund

We may request that the defective product be returned for inspection.

6. Refund Processing

Once your return is received and inspected:

  • We’ll notify you by email of approval or rejection.

  • Approved refunds will be issued to your original payment method within 5–10 business days.

Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.

If you used Shop Pay Installments, Klarna, or Afterpay, your refund will be applied toward your outstanding balance.

7. Exchanges

We only replace items if they are defective, damaged, or incorrectly shipped.
If you need an exchange for a different model or size (where applicable), please contact our team — additional charges may apply if there is a price difference.

8. Cancellations

  • Orders can be cancelled within 24 hours of placement if not yet shipped.

  • Once the order has been dispatched, cancellations are not possible; the order will need to follow the standard return process.

9. Large or Freight Item Returns

For large mobility products such as wheelchairs, scooters, or lift chairs:

  • Returns must be arranged with our logistics team.

  • These items may be subject to a restocking fee (up to 20%) to cover inspection and repackaging costs.

  • Freight returns require prior authorization and scheduling.

10. Restocking Fees

A restocking fee of up to 15–20% may apply in cases where:

  • The product has been opened but not used

  • Packaging or accessories are missing

  • The item requires inspection or repackaging

We’ll inform you of any applicable restocking fees before completing the return.

11. Contact Us

For questions about returns, refunds, or replacements, please reach out to:
📧 contact@brotherhoodofhumanity.com
🌐 www.brotherhoodofhumanity.com

Our customer service team is here to ensure your experience is handled with compassion and efficiency.

12. Our Promise

At Brotherhood of Humanity, we understand that assistive equipment is more than just a product — it’s a part of your daily independence.
We strive to handle every return and refund with care, understanding, and fairness.

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