Returns & Warranty
Every StairAssist Walker is backed by a 1-year limited warranty and a straightforward return policy. Here's exactly how each one works.
Returns.
Changed your mind before opening it?
You can return an unopened StairAssist Walker within 30 days of delivery. A 20% restocking fee applies to the $1,149 price, and your refund is issued within 15 days of us receiving and inspecting the unit at our warehouse.
Opened or used units
Once a SAW has been assembled or used, it's a final sale and can't be returned, unless it's defective (see the warranty below).
How to start a return
Contact us to start a return. If your unit qualifies, we'll email you a prepaid return shipping label. Pack the unit and drop it off; we handle the rest from our warehouse.
Deposit refunds
Haven't paid the $950 balance yet? Your $199 deposit is refundable. If you request a refund before your balance payment, we return the deposit within 15 days.
The 1-year limited warranty.
We warrant that your StairAssist Walker is free from defects in materials and workmanship for one year from the date of purchase, when it's used and maintained per the Instructions for Use. This is a limited warranty for the original purchaser and personal, non-commercial use.
What it covers
Defects in materials or workmanship in the first year. If we confirm a covered defect, we'll repair or replace the affected part, or replace the whole device if a repair isn't practical, with a new or refurbished unit of equal function and value.
What it doesn't cover
- Normal wear and tear: rubber tips and feet, grips, wheels, seat and upholstery, and the Back Rest are wear items.
- Damage from misuse, abuse, neglect, or improper assembly or adjustment.
- Unauthorized repair or modification.
- Not following the Instructions for Use, or accidents.
- Damage from improper storage or exposure to sun, temperature extremes, or liquids.
- Cosmetic damage that doesn't affect function or safety.
- Units bought from unauthorized sellers, or used commercially, for rental, or in an institution.
If your SAW is defective.
If something's wrong with your SAW, stop using it and contact us. Have your proof of purchase and the model and serial or lot number from the frame label ready.
If we confirm a covered defect, we can send an advance replacement to keep you moving, typically within 3 to 5 business days. We include a prepaid label so you can send the original unit back. Once we receive and inspect it, if the defect is covered, there's nothing more to pay and we cover the shipping.
We don't place a hold on your card for a defective-unit replacement.
Replacement and wear parts.
Some parts are meant to be replaced over time: rubber tips and feet, grips, wheels, seat upholstery, and the Back Rest. Inspect them regularly and replace them when they're worn. Rubber tips and feet should be replaced every 6 to 12 months, or sooner if they're cracked, unevenly worn, or the screw is exposed.
Replacement parts will be available for purchase in Q4 2026. Use genuine StairAssist Walker parts only; other parts can affect safety and void your warranty.
Questions about a return or a warranty claim?
Reach the team and we'll walk you through it.
Call us:+1 (339) 675-1807
Email us:Assist@StairAssistWalker.com