Return Policy

Not completely satisfied with your byACRE product?

This return policy applies to USA and Canada.

We want you to be satisfied every time you shop with us. But should you for any reason be unhappy with the goods you have purchased, you may return them to byACRE within 30 days of receiving the product.

The following terms and conditions apply:

  • Customer pays for freight to return the product to our warehouse.
  • The product should be in the condition it was received, unused, and in the original box and/or packaging.
  • Please do not write anything on packages to be returned.
  • Credit will be given for the product but not the original freight.
  • Standard freight policy applies to new orders.
  • Demo rollators and used spare parts are exempt cannot be returned.

A 25% restocking fee applies to returns between 31 and 60 days after the invoice date, unauthorized returns, undeliverable addresses, and delivery refusals when the package is undamaged.

Test it – but please save the original packaging

Test it – but please save the original packaging

Test it – but please save the original packaging

Within these 30 days you can test it all you want – but you do have to return it in the original packaging and in a condition where it can be resold. This means that the rollator must show no signs of scratches or other marks from usage, the seat remain unstained, the wheels wiped clean from dirt.

We will not accept return of any non-standard products, i.e. products modified to the customer’s request.

How does it work?

If you wish to return your rollator then please contact us at with the following information:

  1. Original order number of the order which you want to return
  2. Exact list of items being returned (rollator model and accessories, if any)
  3. What is the reason for the return

Then, you will be given a link to our shop where you can buy a 100$ return label which you can use to return your package to us.

– you can also arrange your own shipping if you prefer.

Return address:

Von-Galen-Str. 35
47906 Kempen

Take pictures before returning

When making a return, we recommend documenting the condition of the walker with a series of pictures.
That will support your case in the event the walker is damaged when arriving at the warehouse.

Please use the picture format shown below, as it shows the walker from important angles that will best support your refund claim: