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Refund policy

Our Commitment to your Satisfaction is simple: We do not believe in shelfware. Our stuff gets used! 

Our Customer Testimonials attest to this. If you are dissatisfied for any reason Contact Us within 15 days of original delivery so we can work with you to troubleshoot the problem or identify a more appropriate solution. Leaving 10 to 15 days to arrange exchanges, process refunds back to your credit card, etc. within the maximum 30 days.
 
By making a purchase, you are agreeing to our policies described below. Be sure to review our policies and contact us if you have any questions or concerns.

Damaged Shipment or Merchandise

If an order arrives damaged, the shipper (i.e. FedEx, UPS, USPS, DHL, etc.) MUST be notified within 24 hours or 1 day. If delivered by LTL Truck Freight, document the damage with the driver before they leave. The product and all packaging material must be retained in the manner it was received until the matter is resolved.  After notifying the shipper, please contact us so we may coordinate return of the damaged item(s) for repair or replacement if appropriate.

Shipping Discrepancies and Substitutions

Please inspect your order upon reception and contact us within 7 days of receipt of any discrepancies between what was ordered and received so we can evaluate the issue and make it right. Due to ever-changing demands, certain parts or components may be discontinued. If a substitution of a similar item must be made, it will be of equal value. Our products are continually being improved and so the appearance of the product in the photo may differ slightly from what you receive.

Defective Merchandise

Please notify us within 15 days of receipt of any faulty items. Free Technical Support is available by phone or email. We will attempt to troubleshoot the problem.  Many problems we can resolve over the phone or through remote control and avoid returns or having to ship the items back and forth.  In the event the item is determined to be defective, we will discuss options such as return for repair or exchange and issue a return authorization if appropriate.

Returns and Refunds Policy

You have 30 days after receiving your item to request a return. You will need the receipt or proof of purchase. To be eligible for a return, your item must be received back in the same condition that you received it: new, unworn or unused, with tags, and in its original packaging so we can resell it.  If we receive it in any other condition, where we must discount it to resell it, it may be subject to restocking fees at our discretion. You will be responsible for paying for your own shipping costs for returning your item. 

How to Submit a Return Request

  1. Log in to your account at https://account.inclusiveinc.org
    • In the Email field, enter your email address, and then click Continue.
    • In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
    • Go back to the online store, and then enter a six-digit verification code.
  1. Click the order that you want to submit the return for.
  2. If your order has more than one item, then select the items that you want to return.
  3. Select a return reason and add a note for the store.
  4. Click Request return.

If your return request is approved and requires shipping, you receive an email with shipping instructions and a return shipping label. After the product is returned, you receive a refund.Click the profile icon in the top right corner of our site's navigation.

If your return is accepted, we will email you a return shipping label as well as instructions on how and where to send your package. The discounted cost of return shipping label(s) will be subtracted from your refund. Please do not send your purchase back without first obtaining return authorization and instructions, as different items need to be sent to different locations. Items sent back to us without first requesting a return may not be accepted or incur fees.

If you are shipping an item over $99, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item, and remains your responsibility until we receive it.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded minus any fees on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us.

Situations where a fee applies or only partial refunds are granted:

  • Cost of return shipping label(s) will be subtracted from your refund.
  • Cost of shipping the product(s) to you is non-refundable.
  • Any item not in its original condition or packaging, is damaged, missing parts, or has obvious signs of use.
  • Any item that is returned more than 30 days after delivery.

Returning Equipment Funded by a 3rd Party, Grant, or Gift

We want to make sure your solution meets your needs as effectively as possible.  For products shipped directly to you, follow the normal return procedure. You will receive a store credit for the value of your return so you can purchase, with our guidance, what does meet your needs. We cannot issue you a cash refund for equipment funded by a 3rd party, grant or gift as this would be inappropriate. If the funder had the order shipped to themselves to give to you later, we will follow the same policy unless the funder requests the return and refund themselves rather than an exchange for something more appropriate through store credit.

Exceptions / Non-returnable Items

Certain types of items cannot be returned, including:

  • Personal care, hygienic, or intimate goods (such as catheters, Sip-n-Puff, or sexuality products) 
  • Custom products (such as special orders or personalized items)
  • Special Order, non-stock items can only be returned to the supplier or manufacturer, at their discretion. Our policies including this one do not apply to them. We will refund you based on their acceptance and refund of the returned item.
  • Items marked as clearance or special sale or final sale items.
  • Gift cards, downloads, software, or store credit in any form.
  • Perishable goods (such as food, candy, plants, or supplements)
  • Hazardous or flammable materials, liquids, or gases such as used or failed batteries. Please contact us if you have questions or concerns about your specific item.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Warrantee

Most products Inclusive offers, including those manufactured by Broadened Horizons and distributed by Inclusive are warranted for 1 Year unless otherwise specified in the product description.  If you believe your product is under warranty, review our Warranty Policy.  Follow the Return Request process.  We work very hard to ensure complete customer satisfaction.  If you have a problem with any product delivered or service rendered, please contact us and we will do our best to resolve it. 

Purchase Agreement

By completing a purchase you agree to our full purchase agreement and in summary that you are purchasing this product for its intended purpose for personal use, that of a family member or friend, or for use by a client if you are practicing as a professional assisting individuals with disabilities (not for resale). Further you certify that if you intend to resell this product at a value add markup, that you have registered as a qualified value added reseller or dealer and received permission to provide our products to your customers. Finally, you agree you are not purchasing for the purpose to copy, reverse engineer, or otherwise manipulate our products or intellectual property to offer, introduce, or  sell a competitive or alternative solution for financial gain, or use our products in any way that would degrade Broadened Horizons brand or customer perception of quality.

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