We are very sorry to hear that you are considering a return. At Helavo, our goal is for every customer to be completely satisfied with their purchase. If for any reason your product does not meet your expectations, we want to make the return process as simple and straightforward as possible.
You have 30 days from the delivery date to return your product. During this time, you can inspect the item at your leisure at home. However, for us to accept a return, the following conditions must be met:
-
The product must be unused and show no signs of wear.
-
It must be in its original packaging, including all accessories, manuals, and protective materials.
We ask for your understanding that we can only accept products in new condition.
For our customers in Germany, Austria, and the Netherlands, we offer free returns. Simply send us an email at support@helavo-mobility.com with your order details. Our customer service will then provide you with a free return label and assist you with further steps.
Customers from other countries can also return their items, but the costs for return shipping to our warehouse in Germany must be borne by them. In this case, please also contact our customer service at support@helavo-mobility.com so we can assist you with the process.
Once we have received and inspected your return, we will refund the purchase amount as quickly as possible. The refund will always be issued via the original payment method you used at the time of purchase. Please note that it may take a few business days for the amount to appear in your account, depending on your bank or payment provider.
Important Notes for Returning Wheelchairs with Batteries
If you wish to return a wheelchair with a battery, please observe some important safety instructions. If the battery is damaged – for example, swollen, leaking, or visibly deformed – it must not remain in the wheelchair. In this case, remove the battery according to the manufacturer's instructions, dispose of it legally at an appropriate collection point, and return only the wheelchair. Please inform our customer service in advance that the battery is damaged so that we can prepare the return accordingly.
If the battery is undamaged, you can leave it in the wheelchair. However, make sure to completely switch off the device and, depending on the model, either unplug or secure the battery. If you are unsure, our customer service will be happy to assist you.
For both return cases, we recommend using the original packaging if possible and using the return label you receive from our team.
Further information on safe battery handling and disposal can be found here: Battery Disposal and Recycling
We are sorry that the product did not meet your expectations, and we would be grateful if you could share your feedback with us. This way, we can continuously improve our products and services.
Cancelling an Order
To cancel an order, please log in to your customer account. Use the following link: My Account.
