Warranty Policy

John Dawson USA – Warranty & After-Sales Policy

At John Dawson USA, we are committed to providing high-quality mobility solutions and dependable after-sales support. All customers enjoy access to our 24/7 U.S. Support Team and comprehensive warranty services designed to protect your purchase and ensure long-term confidence.

I. Warranty Coverage

1. Frame Warranty – 3 Years

Your electric wheelchair frame is covered by a three-year structural warranty, protecting against manufacturing defects or structural failures under normal use.

2. Battery Warranty – 1 Year Replacement

Your lithium battery is protected by a one-year free replacement guarantee for any performance failure or quality-related issue.

3. Tire Warranty – 1 Year Replacement

Your tires are covered by a one-year replacement warranty against material defects or premature failure.

4. 30-Day Free Return & Exchange (Wheelchairs Only)

Within 30 days of delivery, customers may request a free return or exchange for wheelchairs due to quality issues.

5. 24/7 U.S. Customer Support

Our American service team is available 24 hours a day, 7 days a week at
📞 +1 470-246-0470
for technical assistance, troubleshooting, and warranty help.

II. Warranty Claim Process

To request warranty service, please submit the following:

  1. Proof of purchase (order number, purchase channel, and date).

  2. Product serial number (if applicable).

  3. Photos or videos clearly showing the defect or issue.

  4. In some cases, the product or defective part may need to be returned for inspection.

  5. Unauthorized or incorrect returns may void replacement eligibility.

Our technical team will evaluate your submission and provide repair, replacement, or return instructions within 24 hours.

III. Buyer-Paid Shipping Situations

In the following cases, the buyer is responsible for shipping costs:

  1. Returns for non-quality-related reasons (wrong size, changed mind, etc.).

  2. Warranty claims requiring cross-border returns (outside the original purchase country).

  3. Accidental or incorrect returns initiated by the buyer.

  4. Products found to be functional after inspection.

  5. International shipping for any return or replacement.

  6. Unauthorized returns not processed through our official RMA/Warranty system.

IV. Warranty Exclusions

The warranty does not cover the following:

  • Products without valid proof of purchase.

  • Lost or stolen items.

  • Products beyond the warranty period.

  • Non-quality issues reported after 30 days of purchase.

  • Free gifts or promotional items.

  • Products modified or repaired by third parties.

  • Damage caused by:

    • Misuse or improper operation

    • Accidents, falls, or impact

    • Water damage or extreme environments

    • Improper storage or lack of maintenance

  • Damage occurring during non-quality-related shipping.

  • Items purchased from unauthorized resellers or second-hand channels.

V. Disclaimer

  • John Dawson USA is not responsible for personal items accidentally shipped with returned products.

  • We are not liable for any data, accessories, or attachments lost during unauthorized repairs or returns.

  • For non-quality-related returns, the buyer assumes all liability for damage occurring during transit. Refunds cannot be issued for products damaged in transit due to improper packaging or misuse.

VI. Policy Scope

This warranty policy applies exclusively to purchases made through:

  • JohnDawsonUSA.com

  • Official authorized platforms

  • Official Amazon or Walmart stores operated by John Dawson USA