Frequently Asked Questions
DOES HUGO® QUALIFY FOR MEDICARE REIMBURSEMENT?
Yes, your Hugo Walker is covered in most of the country under your Medicare Part B benefit. However, as of July 1, 2008, if you reside in or visit one of the Competitive Bidding areas, in order for Medicare to reimburse you for your walker, you must purchase your walker from a contract supplier.
HOW DOES HUGO® HANDLE RETURNS AND EXCHANGES?
WITHIN 30 DAYS OF INVOICE
We gladly accept products for exchange or refund within 30 days of invoice date with a valid Returned Materials Authorization (RMA) number. Product must be returned in new, resalable condition without any markings. Please call 1-866-321-4846 for an RMA number and have your invoice available for reference Monday through Friday from 9AM to 5PM EST. Claims related to shipments and orders must be reported within 30 days of invoice date.
AFTER 30 DAYS OF INVOICE
Please call Customer Care at 1-866-321-4846 for authorization on all returns and exchanges made after 30 days of invoice and have your invoice available for reference. Products returned after 30 days of invoice must meet the standards outlined above.
We cannot accept any product returned or exchanged after six months from the date of invoice. No discontinued product will be accepted for return.
Return Authorization Numbers will be valid for a period not to exceed 30 days from the date of issuance. Merchandise returned after the expiration date of the RMA number will not be accepted for credit. Care should be taken in packing return items to ensure that they will be received in the same condition as the original shipment. Damaged merchandise will not be accepted for return or exchange. Any product received without a valid RMA number will be returned to sender.
For warranty service, you have two options:
1. Return your rollator to the Vendor where the unit was bought.
2. Call AMG’s Consumer Info Line at 1-866-321-4846 for a return authorization number.
Please ensure you provide us with the following information when you call:
Date of Purchase and Serial Number (on bar underneath the seat).
Our Customer Service Team will provide you with a return authorization number as well as all necessary shipping instructions. Note that with your return you will be required to include a copy of the original bill of sale.
WHAT ABOUT BACK ORDERS?
You will be notified within 48 hours if an item you have ordered is out of stock.