Refund policy

Granicare · granicare.ph
Last updated: July 17, 2026

We want your mobility scooter or wheelchair to arrive in perfect condition and work exactly as promised. Here's how returns, replacements, and refunds work.

Damaged, defective, or wrong item received

Please inspect your unit as soon as it arrives. If it was damaged in transit, has a defect, or isn't what you ordered (wrong model or color), contact us within 7 days of receiving it.

We will make it right at no cost to you with one of the following, in line with your rights under the Consumer Act of the Philippines (RA 7394):

  • Replacement of the unit or the defective part
  • Repair by our service team
  • Full refund, including any shipping fees you paid

To file a claim, send us your order number, a short description of the problem, and photos or a video showing the issue.

A tip on unboxing videos: We strongly recommend taking a short video while opening the box. It's not required to file a claim, but it helps us resolve transit-damage claims with the courier much faster.

Change-of-mind returns

Changed your mind? We accept change-of-mind returns within 7 days of delivery, as long as the unit is:

  • Unused and unridden
  • In its original packaging, complete with all accessories, charger, manuals, and any free gifts

Change-of-mind refunds are 80% of the amount you paid for the unit. The 20% deduction covers inspection, repackaging, and restocking. Return shipping is shouldered by the customer. Once the unit arrives and passes inspection, we'll process your refund.

This applies to change-of-mind returns only. Damaged, defective, or wrong items are always refunded or replaced in full, as described above.

Items we can't accept for change-of-mind returns

  • Units that have been used or ridden outdoors (for hygiene and safety reasons)
  • Special or custom orders
  • Display units sold at a discounted price

Your rights for damaged or defective items always apply, even to the items listed above.

Refunds: how and when

  • Payments by GCash, bank transfer, or card are refunded to the original payment method where possible.
  • Cash-on-delivery payments are refunded via GCash or bank transfer to your nominated account.
  • Refunds are processed within 7 to 14 banking days after your claim is approved or the returned unit passes inspection.

How to reach us

  • Phone / Viber: 0956 418 8683 · 0960 822 9134
  • Email: support@granicare.ph
  • Showroom: Granicare Showroom — Arca Warehouse, 1 Dulalia St., Lingunan, Valenzuela City 1446, Metro Manila, Philippines. Monday to Friday, 9:00 AM to 4:00 PM

Your statutory rights

Nothing in this policy limits your rights under the Consumer Act of the Philippines (RA 7394) and other applicable laws. If we're unable to resolve your concern, you may also contact the Department of Trade and Industry (DTI).