SolutionBased, Inc.
Return and Exchange Policy
Effective Date: October 27, 2026
At SolutionBased, we are committed to providing high-quality bathroom accessibility and mobility products that promote safety, independence, and comfort. We understand that selecting the right equipment is important, and we strive to make our return and exchange process as straightforward as possible.
IMPORTANT: This policy applies only to retail products purchased directly from SolutionBased. If you purchased your product through a dealer, distributor, retailer, or third-party seller, you must contact the original seller directly for returns, exchanges, and refunds. SolutionBased does not process returns or issue refunds for purchases made through third-party sellers. Manufacturer warranty assistance may still be available.
Wholesale and distributor purchases are governed by their applicable dealer agreements or other written purchase terms.
1. Return Eligibility and Timeframe
SolutionBased accepts eligible retail returns and exchanges within 30 calendar days from the date of delivery.
To qualify for a voluntary return or exchange:
- The product may have been used but must be returned in clean, sanitary, and undamaged condition.
- The product must be free from excessive wear, stains, odors, damage, or other conditions that prevent safe inspection, refurbishment, or resale.
- All original components, accessories, hardware, manuals, and other included materials must be returned.
- The product must be returned in its original manufacturer packaging, including all original protective packaging materials. Products returned without their complete original packaging will not be accepted.
- A Return Merchandise Authorization (RMA) number must be obtained before shipping the product back to SolutionBased.
All returned merchandise is subject to inspection upon receipt.
If SolutionBased determines that a returned product is damaged, dirty, unsanitary, missing components, missing original packaging, or otherwise fails to meet the return requirements, the return will be rejected and no refund or exchange will be issued, except as required by applicable law.
If a return is rejected:
- SolutionBased will notify the customer of the reason for rejection.
- The customer is responsible for arranging and paying for transportation of the rejected merchandise back to them.
- The customer must provide a prepaid shipping label or arrange a carrier pickup, commonly referred to as a "call tag."
- The customer must arrange return transportation within 30 calendar days of receiving notification that the return has been rejected.
- SolutionBased will not be responsible for the cost of returning rejected merchandise to the customer, except where required by law.
- If the customer fails to arrange pickup within the 30-day period, SolutionBased may issue a final written notice and take further action regarding unclaimed merchandise as permitted by applicable law.
These conditions apply to voluntary returns and exchanges and do not limit legal rights involving defective, damaged-on-arrival, or incorrectly shipped products.
2. Hygiene and Safety Requirements
Because SolutionBased products are designed for bathing, showering, toileting, and personal hygiene, returned merchandise must meet appropriate cleanliness and sanitation standards.
Used products may be eligible for return, provided they are thoroughly cleaned, sanitary, undamaged, complete with all original components, and returned in their complete original manufacturer packaging.
SolutionBased may reject voluntary returns exhibiting:
- Bodily waste contamination or other unsanitary conditions
- Excessive dirt, stains, or odors
- Physical damage or excessive wear
- Missing components, accessories, or hardware
- Missing or incomplete original manufacturer packaging
- Conditions preventing safe handling, inspection, refurbishment, or resale
Customers must not ship products contaminated with bodily waste or other potentially hazardous substances without first contacting SolutionBased for instructions.
All returned merchandise will be inspected. Returns failing inspection will not qualify for a voluntary refund or exchange.
Customers must arrange and pay for return transportation of rejected merchandise as described in Section 1.
These restrictions do not affect applicable warranty coverage or legally required remedies.
3. Open-Box and Final Sale Products
Products specifically identified at the time of purchase as "Open Box," "Final Sale," or "Clearance – Final Sale" are not eligible for voluntary returns or exchanges.
Final-sale restrictions do not limit applicable warranty coverage or legal rights concerning defective, damaged, or incorrectly supplied merchandise.
4. Return Merchandise Authorization (RMA)
All returns and exchanges require prior authorization.
Customers requesting a voluntary return or exchange must contact SolutionBased within 30 calendar days of delivery.
Email: info@sb.care
Phone: 1-800-337-6660
Please provide:
- Original order number
- Product name and model
- Reason for the return or exchange
- Photographs of the product and original packaging, if requested
Once the request has been reviewed and approved, SolutionBased will issue an RMA number and return instructions.
The RMA number must be clearly referenced on the shipment.
Products returned without prior authorization may be refused or experience processing delays, subject to applicable law.
Issuance of an RMA number does not guarantee a refund. All merchandise remains subject to inspection and verification of return eligibility.
5. Return Shipping Responsibilities
For voluntary returns and exchanges, including purchases made in error, changes of mind, or incorrect product selection, customers are responsible for arranging and paying return shipping costs.
Authorized returns should be shipped to:
SolutionBased, Inc.
Attn: Returns Department – RMA #[Your RMA Number]
12405 Montague Street
Pacoima, CA 91331
All voluntary returns must be shipped in their original manufacturer packaging, including all original protective packaging materials.
Customers are responsible for properly securing the product to prevent damage during transportation.
We recommend using a reputable carrier with tracking and appropriate shipment insurance.
SolutionBased is not responsible for loss or damage to voluntary return shipments before they are received at our facility, except as otherwise required by law.
When a return is necessary due to a SolutionBased fulfillment error, defective merchandise, or damage during original shipment, SolutionBased will provide appropriate instructions and cover reasonable shipping costs where required.
6. Original Shipping Costs and Refund Deductions
For voluntary retail returns, original outbound shipping costs are generally nonrefundable to the extent permitted by applicable law.
For products originally shipped with complimentary or free shipping, SolutionBased reserves the right to deduct its actual outbound shipping expense from the merchandise refund, without additional markup.
For purchases where the customer originally paid a shipping charge, that original shipping charge is generally nonrefundable for voluntary returns.
Any applicable outbound shipping deduction must be disclosed before purchase and confirmed during the return authorization process.
Shipping deductions will not be imposed when a return results from defective merchandise, an incorrect item shipped by SolutionBased, or circumstances in which applicable law requires a full refund.
7. Restocking Fees
Retail Customers
SolutionBased does not charge restocking fees on eligible voluntary returns or exchanges for products purchased directly from SolutionBased at retail pricing.
All merchandise must meet the eligibility requirements outlined in this policy. Products returned damaged, dirty, incomplete, excessively worn, or without complete original manufacturer packaging may be rejected.
Applicable shipping charges and legally permissible outbound shipping deductions are separate from restocking fees.
Wholesale Customers and Distributors
Restocking fees may apply to authorized wholesale and distributor returns.
The amount of any restocking fee, applicable conditions, and return eligibility are governed by the customer's individual dealer agreement or other applicable written purchase terms.
Wholesale customers and distributors must refer to their dealer agreement for specific restocking fees and return requirements.
8. Exchanges
SolutionBased accepts eligible retail exchanges requested within 30 calendar days of delivery.
Exchanges are subject to the same product condition, hygiene, original packaging, and authorization requirements as returns.
For voluntary exchanges:
- Customers are responsible for return shipping costs.
- Any applicable shipping charges for the replacement product will be disclosed before the exchange is processed.
- If the replacement product costs more than the original purchase, the customer must pay the difference.
- If the replacement product costs less, the applicable difference will be refunded to the original payment method, subject to any previously disclosed and legally permissible deductions.
Exchanges are subject to product availability.
SolutionBased may process an exchange as a return and separate purchase when necessary.
Defective, damaged-on-arrival, or incorrectly supplied merchandise will be handled separately under Section 10.
9. Refund Processing
Once an authorized return is received, SolutionBased will inspect the merchandise to determine eligibility.
Approved refunds will be processed within 14 calendar days following receipt and inspection, or sooner if required by applicable law.
Refunds will generally be issued to the original payment method.
Refund amounts may reflect previously disclosed and legally permissible shipping deductions.
Additional time may be required for banks or credit card providers to post the refund.
If a return is rejected, SolutionBased will notify the customer and provide instructions for arranging return transportation at the customer's expense, as outlined in Section 1.
10. Defective, Damaged, or Incorrect Products
SolutionBased is committed to addressing manufacturing defects, shipping damage, and fulfillment errors promptly and fairly.
If a product purchased directly from SolutionBased arrives defective, damaged, incomplete, or different from the product ordered, customers should contact Customer Service as soon as reasonably possible.
We request that visible shipping damage or order discrepancies be reported within five business days of delivery, whenever possible, to assist with carrier claims and prompt resolution.
Customers may be asked to provide photographs, proof of purchase, and a description of the issue.
Depending on the circumstances, SolutionBased may arrange for:
- Replacement of the affected product or component
- Repair under the applicable warranty
- Exchange for the correct merchandise
- Refund, when appropriate or required by law
SolutionBased will cover reasonable shipping costs associated with correcting its fulfillment errors and provide remedies in accordance with applicable warranties and consumer protection laws.
The original packaging requirement, voluntary return restrictions, shipping deductions, and final-sale provisions do not override legally required remedies for defective or incorrectly supplied merchandise.
11. Warranty Claims
Warranty claims are separate from voluntary returns and exchanges.
Products experiencing manufacturing defects or other covered issues after use will be evaluated under the applicable manufacturer's warranty.
Warranty eligibility, coverage periods, exclusions, and remedies are determined by the warranty applicable to the purchased product and relevant law.
Customers should contact SolutionBased for warranty assistance rather than returning merchandise without authorization.
Use of a product does not automatically invalidate an otherwise valid warranty claim.
12. Wholesale and Distributor Purchases
The standard 30-day retail Return and Exchange Policy applies only to eligible retail purchases made directly from SolutionBased.
Wholesale and distributor orders are governed by the return, exchange, restocking fee, freight, and warranty provisions contained in the applicable dealer agreement, accepted quotation, or other written purchase terms.
Restocking fees may apply to authorized wholesale returns as specified in the applicable dealer agreement.
Unless expressly authorized in writing, wholesale customers and distributors may not return unsold, excess, or slow-moving inventory under the retail 30-day return policy.
All wholesale returns require prior authorization from SolutionBased.
In the event of a conflict between this retail Return and Exchange Policy and an applicable dealer agreement, the dealer agreement will govern the wholesale transaction, subject to applicable law.
13. Purchases Through Authorized Dealers, Retailers, or Distributors
Customers who purchase SolutionBased products through an authorized dealer, retailer, distributor, or third-party marketplace must contact the original seller directly for returns, exchanges, and refunds.
SolutionBased does not process direct returns, exchanges, or refunds for merchandise purchased through third-party sellers.
Such requests are governed by the original seller's applicable return and exchange policies.
Do not ship products purchased through a dealer or distributor directly to SolutionBased. Unauthorized returns may be refused.
SolutionBased may provide manufacturer warranty assistance in accordance with the applicable warranty. Warranty service is separate from the seller's return and refund process.
Nothing in this section limits rights or remedies available under applicable law.
14. Relationship to Shipping Policy
Shipping methods, delivery restrictions, freight procedures, and shipment damage reporting are further described in the separate SolutionBased Shipping Policy.
In the event of a discrepancy, applicable law and any controlling written purchase agreement will govern.
15. Contact Information
For return authorizations on direct retail purchases, exchanges, warranty inquiries, or questions regarding this policy, please contact:
SolutionBased, Inc.
Returns Department
12405 Montague Street
Pacoima, CA 91331
Email: info@sb.care
Phone: 1-800-337-6660
Website: www.sb.care
16. Policy Updates
SolutionBased reserves the right to revise or update this Return and Exchange Policy periodically.
Changes will be published on our website and will apply to purchases made after the effective date of the updated policy, unless otherwise required by law.
Nothing in this policy limits or excludes rights or remedies that cannot legally be waived under applicable consumer protection laws.
By purchasing directly from SolutionBased, customers acknowledge the return and exchange terms presented at the time of purchase, subject to applicable law.