Return Policy

This return policy applies to most orders made in the USA.

We want you to be satisfied every time you shop with us. Therefore, we offer free returns in most states. 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.

Good to know in advance:

  • Free returns in most states.
  • Demo rollator walkers and used spare parts are exempted from return.
  • The return of accessories is always paid for by the customer. Unless they are packed together with a rollator.
  • 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.
  • We are unfortunately unable to offer free returns in the following regions, where you must arrange the return yourself: Hawaii, Alaska, Puerto Rico, Canada, Mexico, Chile, Colombia, Ecuador, Peru, and Venezuela.
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Try it out!

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But be considerate.

It must stay in a condition where it can be resold as it still wants to bring joy to others.

This means that the rollator must show no signs of scratches or other marks from usage, the seat remains unstained, and the wheels are wiped clean from dirt.

The return must be in the original package.

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

How do I return my order for free?

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✓ Contact us at: assistance@byacre.com with the following information:

  • Order number
  • List of items to be returned – use product name & rollator walker model
  • Reason of return

 

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✓ Once your return is approved, you will receive a return label by email, with instructions on how to use it.

✓ If returning from exempted regions:

  • Arrange the return shipping on your own (don’t forget to notify us about it)
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✓ Pack up the product carefully in its original package

Note: Please, don’t write directly on the package!

✓ Send to:
byACRE
c/o Relentless Fulfillment
12693 Old Virginia Road
Reno, NV 89521
USA

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✓ Drop off at the designated delivery service

(or when arranged on your own: at your chosen delivery service)

Tip: 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 angle shown below. It shows the walker from all the important angles that will best support your refund claim:

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