Return & Refund Policy
Effective Date: March 18, 2026
1. Overview
At Accessible Home Co, we are committed to providing thoughtfully curated, high-quality products that support comfort, safety, and independence at home. If something isn’t right with your order, we’re here to help.
This Return & Refund Policy applies to all purchases made through our website: https://accessiblehomeco.com/
2. Contact Us
If you have any questions or would like assistance with a return, please contact our Customer Care team:
- Email: support@accessiblehomeco.com
- Phone: (803) 618-0995
- Address: 6650 Rivers Ave. Ste 100, Charleston, SC 29406
- Hours: Monday to Friday, 8:00 AM to 5:00 PM (ET)
3. Returns & Eligibility
Eligible products may be returned within 14 days of delivery, subject to the requirements, exclusions, and product-specific conditions outlined in this policy. Certain large, heavy, freight-delivered, special-order, made-to-order, or customized products may have additional return restrictions or may not be eligible for return.
3.1 Return Requirements
To be eligible for a return:
- Items must be unused, undamaged, and in the same condition as received
- Items must be returned in original packaging, with all tags, accessories, and documentation included
- A receipt or proof of purchase is required
4. How to Initiate a Return
4.1 Requesting a Return
To begin a return:
- Contact us within 14 days of receiving your order
- Provide your order number and reason for return
Once approved, we will provide return instructions and, if applicable, a Return Merchandise Authorization (RMA).
4.2 Preparing Your Return
- Securely package the item in its original packaging
- Include all accessories, manuals, and included items
- Attach the provided return label, if applicable
4.3 Shipping Your Return
- Do not ship a return until you have received return instructions from Accessible Home Co.
- Approved returns must be shipped using the method and destination provided in your return authorization.
- Large, heavy, or freight-delivered products may require specialized freight return arrangements and cannot be returned using standard parcel shipping.
- Unless the return is due to damage, defect, or an incorrect item, the customer is responsible for applicable return shipping or freight charges.
5. Return Shipping Costs
- For change-of-mind returns, customers are responsible for return shipping costs
- For verified defective, damaged, or incorrect items, Accessible Home Co. will work with you to provide an appropriate resolution. When a return is authorized as part of that resolution, applicable return shipping or freight costs will be covered by Accessible Home Co.
6. Return Scenarios
6.1 Change of Mind
- Must be requested within 14 days of delivery
- Items must meet all return eligibility requirements
- Approved change-of-mind returns may be subject to applicable restocking or manufacturer fees, which will be disclosed before the return is authorized.
6.2 Damaged or Defective Items
- Inspect your order as soon as possible after delivery. If there is visible damage to the packaging or product at the time of delivery, note the damage on the carrier's delivery receipt when possible and contact Accessible Home Co promptly.
- Report damaged, defective, or missing items to us within 48 hours of delivery, whenever reasonably possible, and provide photographs or video of the product, packaging, and shipping label so we can evaluate the issue.
- If damage or a defect is discovered after unpacking, contact us promptly so we can review the circumstances and determine the appropriate resolution.
- For verified damage, defects, or fulfillment errors, Accessible Home Co will work with you to provide an appropriate resolution, which may include repair, replacement, replacement parts, or a refund, depending on the circumstances.
6.3 Incorrect Item Received
- Notify us as soon as possible
- We will work with you to arrange an appropriate resolution, including return shipping when required, at no cost to you.
6.4 Item Not Received
- Contact us promptly if your order does not arrive within the expected delivery timeframe.
- Accessible Home Co will work with the carrier to investigate the shipment status and determine whether the order has been delayed, misdirected, or lost.
- If the shipment is confirmed lost, we will work with you to provide an appropriate resolution, which may include replacement of the order or a refund.
6.5 Order Cancellations
- Orders may be canceled for a full refund before the order has entered processing or fulfillment.
- Once an order has entered processing, fulfillment, production, or preparation for shipment, cancellation may no longer be possible. Any applicable cancellation fees or non-refundable charges will be disclosed to the customer before a cancellation is finalized.
- Custom, personalized, made-to-order, or special-order products may not be canceled once production or fulfillment has begun.
- If an order has already shipped, it cannot be canceled and will be subject to the applicable return provisions of this policy.
7. Non-Returnable Items
The following items are not eligible for return or refund:
- Custom or personalized products
- Made-to-order or special-order products once production or fulfillment has begun
- Products specifically identified as final sale or non-returnable on the product page or at the time of purchase
- Products that have been installed, assembled, used, altered, or damaged after delivery, except where the return relates to a verified product defect
- Gift cards
- Downloadable or digital products
8. Refunds
8.1 Approval Process
- For returned products, refunds are issued after the item is received and inspected.
- Refunds for cancellations, lost shipments, or other approved circumstances will be processed once the applicable claim or request has been reviewed and approved.
- You will be notified once your return is approved or declined
8.2 Refund Method & Timing
- Refunds are issued to the original payment method
- Please allow up to 14 business days for refund processing after the returned product has been received and inspected, or after an applicable cancellation or claim has been approved.
- Your financial institution may require additional time to post the refund
8.3 Partial Refunds
Partial refunds may be issued, when appropriate, for an otherwise eligible return if:
- The returned product is missing original packaging, accessories, parts, manuals, or other included materials
- The product is returned in a condition different from the condition in which it was delivered, provided the return has been approved by Accessible Home Co
- Other circumstances result in a reduction in the product's value and a partial refund has been agreed upon as part of the approved return
9. Exchanges
For verified defective, damaged, or incorrect items, Accessible Home Co will work with you to determine an appropriate resolution, which may include repair, replacement parts, replacement, exchange, or refund, depending on the circumstances.
To request an exchange, please contact: support@accessiblehomeco.com
- For approved exchanges resulting from our error, verified damage, or a verified defect, Accessible Home Co will cover applicable return shipping or freight costs.
- For approved discretionary exchanges, customers are responsible for applicable shipping or freight costs.
10. Processing Timelines
- Return requests for eligible products must be submitted within 14 days of delivery.
- Once a return is approved, the product must be shipped or tendered to the authorized carrier within 7 days, unless different arrangements are provided by Accessible Home Co.
- Approved refunds will generally be processed within 14 business days after the returned product has been received and inspected, or after the applicable cancellation, loss, or other claim has been approved.
11. Your Rights
This policy is provided in accordance with applicable U.S. consumer protection laws and does not limit any rights you may have under state or federal law.
12. Questions
For additional support:
- Contact our Customer Care team at support@accessiblehomeco.com or (803) 618-0995
Accessible Home Co
6650 Rivers Ave. Ste 100, Charleston, SC 29406
support@accessiblehomeco.com
(803) 618-0995