Freight & Return Policy

GENERAL RETURNED GOODS POLICY and RESTOCK FEES

Effective February 9, 2024

In order to process your return as efficiently as possible, and prevent delays on possible credits, please carefully follow the instructions below:

GENERAL RETURNED GOODS

• Products may be returned to Sunrise only with advance authorization from Sunrise Medical Customer or Technical Service in the form of a Returned Material Authorization (RMA) number.
  • Concord, ON 1.800.263.3390
  • Montreal, QC 1.888.548.8688
• If you are a dealer, all requests for a Returned Material Authorization (RMA) must include the following:
  • Reason for return
  • Item number and quantity
  • Invoice number, original sales order number or original purchase order number and date
  • Serial number(s) if applicable
• The Returned Material Authorization (RMA) number must appear on the outside of the package in a clearly visible manner and location. Sunrise now sends out RMA reminder letters and the information on the bottom of that document can be cut off and used as an address label to be returned to the designated location.
• All approved returns must be shipped at dealer's expense using their preferred carrier. Product or parts returns which are not pre-paid will not be accepted by Sunrise.
• No returns will be accepted by Sunrise Medical if the item(s) is not returned within 60 days after a Returned Material Authorization (RMA) is issued.

PRODUCT FOR RESTOCK

• All of the information in General Returned Goods above applies.
• No returns for restock will be accepted by Sunrise Medical if the request to return the products or parts is made beyond 180 days of the original ship date.
• Custom made (Built-4-Me) wheelchairs, custom (Built-4-Me) product and modified Jay Cushions are not eligible for return regardless of order date.
• Product must be saleable (not a discontinued item and not used) and must be properly packaged (original packaging required). Product or parts returns which are not approved will not be accepted by Sunrise.
• Returned merchandise is subject to a restocking fee.

WARRANTY RETURNS

• All of the information in General Returned Goods above applies.
• If you are the end user of the product, your return must be channeled through an authorized Sunrise Medical supplier (dealer). Please contact the dealer who supplied you with the product.
• All seating components must be returned inside sealed plastic bags.
• All products returned for evaluation must be cleaned and disinfected (using commercially available product appropriate for that item) prior to shipping to Sunrise.
• Replacement product is always sent out At Charge and a credit issued if the returned product is approved for warranty coverage after Sunrise evaluation. We appreciate your cooperation in getting the products returned in a timely manner.
• In order to ship out a replacement, Sunrise requires a PO number from the dealer for tracking purposes.

RETURNED GOODS FOR REPAIRS

• All product returned for repair must be cleaned and disinfected (using commercially available product appropriate for that item) prior to being returned to Sunrise. If a product is not at an acceptable level of cleanliness when received, it will be returned to the dealer unrepaired. This applies to wheelchairs, scooters, patient lifters, air floatation systems and parts of these units as well.
  • If the dealer wishes to proceed with the repair, then a cleaning fee of $250.00 (plus tax) will be applied.
• DO NOT return the wheelchair seating with the wheelchair when it is sent in for repair. Sunrise does not accept any responsibility for loss or damage to the seating components if they are returned with the wheelchair.

RESTOCKING FEES

• Product or parts returns for warranty (i.e. product defects) are subject to Sunrise evaluation but not subject to a restocking fee.
• Products or parts returns for non-warranty items (e.g. dealer error, overstock) are subject to Sunrise evaluation and are subject to a restocking fee based on the following schedule:
  • Non-warranty orders shipped within 90 days of request for return authorization = 20% restocking fee
  • Non-warranty orders shipped beyond 90 days but within 180 days of request = 50% restocking fee
  • Restocking fee amounts are calculated based on the invoiced value of the product.

HANDLING FEES

• Sunrise Medical Canada Inc. will refund the Handling Fee on any product returns which are due to a Sunrise error and if the entire invoice is being returned.

FREIGHT

• Sunrise Medical Canada Inc. will refund freight charges, paid by the dealer, on any returns which are due to a Sunrise error and if the entire invoice is being returned.

REGULATORY REQUIREMENTS

Sunrise Medical Canada Inc. takes its regulatory responsibility seriously. As per Health Canada regulations (SOR/98-282) that relate to Complaint Handling, we need to receive product back to perform a proper evaluation. Therefore, you will be requested to send product with suspected issues back to Sunrise each and every time. Health Canada regulations state the following for complaint handling: 57. (1) The manufacturer, importer and distributor of a medical device shall each maintain records of the following:

(a) Reported problems relating to the performance characteristics or safety of the device, including any consumer complaints, received by the manufacturer, importer or distributor after the device was first sold in Canada; and

(b) All actions taken by the manufacturer, importer or distributor in response to the problems referred to in paragraph (a).

58. The manufacturer, importer and distributor of a medical device shall each establish and implement documented procedures that will enable the manufacturer, importer or distributor to carry out

(a) An effective and timely investigation of the problems referred to in paragraph 57 (1)(a);

(b) An effective and timely recall of the device.