Returns and Refunds Policy

Effective date: October 13, 2026

Thank you for shopping at Pelegon! Here is some important information for you regarding our returns and refunds policy, that you should read prior to purchase of Products on our Online Store, and make sure that you are comfortable with these terms before you complete any purchase.

Please note that any capitalized terms used hereunder but not defined herein shall have the meaning assigned to them in the Terms of Use.

Please note, this Policy shall not apply to the extent that your use of our Online Store is reasonably suspected by us as fraud, abuse, misuse or otherwise in breach of our Terms of Use or if any of the information and representations that you make in connection with a return or a refund is fraudulent or misleading.

1.         Change-of-mind returns ("Voluntary Return"). In case of a request for return of a Product, other than for the reasons specified in Chapter 2 below ("Return of Damaged, Defective or Incorrect Products"), the following shall apply:

1.1.    You may initiate a request for return within 30 calendar days from the date of your order, subject to the conditions and exclusions set forth below.

1.2.    Voluntary Returns are subject to the following eligibility conditions:

1.2.1.                             The Product was purchased directly from us.

1.2.2.                             You return the Product in its original condition and package.

1.2.3.                             The Product package was not opened and the Product was not used.

1.2.4.                             Your request is supported by a receipt or other proof of purchase issued by us.

1.2.5.                             The return is requested within thirty (30) calendar days from the date of your order.

1.2.6.                             None of the exclusions listed below apply.

1.3.    Exclusions. The following Products are not eligible for Voluntary Returns (however, they may be subject to our Limited Warranty Policy if eligible according to our Warranty Policy):

1.3.1.                             Any Products that may come into contact with bodily fluids, including but not limited to bathroom safety (toilet safety rails, shower chairs and stools, raised toilet seats, transfer benches, commodes), braces, mattresses, pads, cushions and ice packs.

1.3.2.                             Products marked as "Final Sale".

1.3.3.                             Products for which we otherwise specifically mention in the Product page on the Online Store, that are not refundable.

1.3.4.                             Consumable Products.

1.4.    Limitation on Eligibility.

1.4.1.         Voluntary Returns are limited to one Product unit per order. If an order contains multiple Products or multiple units of the same Product, only one unit may be returned under the Voluntary Return Policy.

1.4.2.         A Product you received as replacement under a Voluntary Return process hereunder is not eligible for a further Voluntary Return.

1.4.3.         Products purchased with store credit are not eligible for a Voluntary Return.

1.4.4.         We reserve the right to decline or limit Voluntary Returns where we reasonably determine that the return request is inconsistent with personal or household use, involves resale or commercial activity, constitutes an abuse of this Policy, or is part of a pattern of excessive, repetitive, or otherwise improper return activity.

1.4.5.         We may limit repeated Voluntary Return requests by the same customer, account, household, payment method, or delivery address where reasonably necessary to prevent fraud, resale, or abuse of the Policy.

1.5.    Shipping Costs. Shipping and handling fees are non-refundable. The cost of the return shipping label and any handling fees shall be deducted from the refund.

1.6.    Restocking Fee. Voluntary Return of certain Products is subject to a restocking fee of up to 20% of the Product price. Restocking Fee, when applicable, shall be deducted from the refund. Any Product subject to such fees is marked accordingly on the applicable Product Page.

 

2.         Return or Replacement of Damaged, Defective or Incorrect Products. In case of a request for return of a Product based on the claim the Product is defective, damaged, incorrect or non-conforming with the placed Order, the following shall apply:

2.1.    If a defect, damage or non-conformity is apparent upon delivery or initial inspection, you must notify us within 30 calendar days after delivery in order to request a return, replacement, or other remedy under this Returns and Refunds Policy

2.2.    If the defect, damage or non-conformity was not reasonably apparent upon delivery or initial inspection/use, please notify us within a reasonable time after you discover it. However, in order to allow streamlined handling of your request, we recommend initiating the return process within 30 days of the date of your order. After the lapse of 30 calendar days, any covered defects in materials or workmanship will generally be handled under our Limited Warranty Policy, available on our website, subject to any additional rights or remedies available under applicable law.

2.3.    We will need your order number and proof of purchase to process the return request as well as clear photos or a short video of the reported issues. If the package appears damaged upon delivery, we recommend photographing the package before opening it and contacting us promptly.

2.4.    Where reasonably practicable, we will first seek to resolve the issue by repairing the Product, providing the applicable replacement part, or replacing the Product. If the issue cannot be resolved through repair or replacement, we will issue a refund. This process is subject to any additional rights or remedies available to you under applicable law, including any right to elect a refund where required by law.

2.5.    We may require the Product to be returned or made available for return in connection with a replacement or refund. We will provide the return shipping label and cover the applicable return shipping costs.

3.         General terms and conditions for Returns and Refunds

4.         Procedures Initiation
Before shipping any Product intended for return, proceed as follows:
To initiate a return, please call 1-800-880-4479, email us at support@pelegon.com, with your order number and the reason for the return as well as any supporting documentation (such as a photo, video etc.). You may be asked to provide any additional information to support the verification process of the Product condition.

5.         Upon approval, you will receive a Return Authorization and return instructions, including any applicable fees or deductions, to the extent applicable. Returns of Products sent without a Return Authorization may not be processed until the applicable return procedures have been completed.

6.         Refunds

6.1.    For Voluntary Returns, we will notify you once your returned Product has arrived and been inspected and inform you whether the refund was approved based on the eligibility criteria set forth in this Policy.  Products returned used, damaged, open, or incomplete or otherwise not in-line with the eligibility or exclusions included in this Policy may be refused for refund or refunded in part.

6.2.    In case of returns approved for damaged, defected or non-conforming Products, any refund or other remedy is subject to our reasonable verification of the proof of purchase as well as the reported defect, damage or non-conformity.

6.3.    If approved, you will be refunded on your original payment method within 5-10 business days, less any applicable fees or deductions stated in your Return Authorization, subject to this Policy and applicable laws. Please note that your bank or credit card company may take additional time to process the refund.

6.4.    In certain circumstances, we may offer an alternative resolution such as a partial refund, store credit, a replacement, or another accommodation. The discretion whether to accept such offer is up to you. Such offer if made is specific and limited to the specific consumer in the specific circumstance.  We shall not be obliged to make the same offer to other consumers or to the same consumer in other transactions.

6.5.    If we issue a Return Authorization, please provide the Product to the designated carrier within 14 days after the Return Authorization is issued. If you are unable to do so, please contact us. Failure to meet this timeframe may delay handling of the return or refund, or require us to reassess a Voluntary Return request, but in any case will not limit any rights or remedies available to you under our Limited Warranty or applicable law.

7.         Cancellations
Orders may be cancelled free of charge until they are shipped. Once shipped, a cancelled order is treated as a return under this policy.

8.         Product-Specific Terms
Some Products may have specific conditions such as different warranty periods, restocking fees, etc. Where they apply, these conditions are stated on the Product page on the Online Store. However, where this Policy excludes any such specific conditions in relation to returns under Section 2, (Return of Damaged Defective or Incorrect Products), the terms of this Policy shall prevail. Furthermore, Any Product-specific terms are subject to applicable law and may not limit any statutory right or remedy that cannot lawfully be waived or restricted.

9.         Changes to this Policy
We may update this policy from time to time. The version in effect on the date of completion on your order checkout completion date, applies to that order. Changes do not apply to orders already placed. Previous versions are available on request.

10.   Contact

support@pelegon.com · 1-800-880-4479 · Monday to Friday 9:00am – 7:00pm EST, Saturday and Sunday 9:00am – 5:00pm EST. 

  

Nothing in this Policy limits or excludes any rights or remedies that cannot be limited or excluded under applicable law.