When we launched the GRIT website and started selling the GRIT Freedom Chair online, we realized that we wanted to do more than simply offer a new type of all terrain wheelchair; we wanted to change the entire shopping experience for our customers.
We engineered the GRIT Freedom Chair to help people. To us, that means selling the GRIT Freedom Chair to people who will be able to use and enjoy it, not tricking people into buying it in order to make a quick buck. The truth is, the Freedom Chair isn't going to be the right mobility aid for everyone, and we're okay with that.
The first tough decision we had to make was whether or not we should sell the GRIT Freedom Chair through dealers, or a direct-to-consumer model where we sold exclusively through our online store. Ultimately, we chose to the direct-to-consumer model because it would allow us to avoid the retail markup (often 2x!) that we would need if we decided to sell through dealers, and keep our price as low as possible.
While we do attend events across the country to facilitate test rides, we're a small team of four, so we can't travel as often, or to as many places, as we'd like. The only way to ensure that every single person who buys a Freedom Chair is 100% satisfied with their purchase, is to allow customers the opportunity to test out the Freedom Chair at home without any risk.
Our current 30 day Satisfaction Guarantee allows customers to return the Freedom Chair, in the original packaging, for a full refund within 30 days of its arrival on your doorstep. We even decided to pay for the cost of return shipping so that our customers wouldn't be stuck with any additional costs if they decided the Freedom Chair wasn't a good fit for them.
We want people to be able to try the GRIT Freedom Chair outdoors in their own environment, and we know that scratches and dings will probably happen. Even though that means we can't resell a returned GRIT Freedom Chair as new, we think it's worth it. We can still use those models as demo chairs, test platforms for product development, and rentals. We want customers to be confident that they'll never regret their purchase. That's also why we chose to eliminate the restocking fees that most other equipment dealers charge.
We don't think restocking fees and strict rules about returns are the right way to treat our customers. To us, the best way to prevent returns is to be completely transparent about the Freedom Chair 100% of the time, whether that means sharing detailed information about the design, connecting potential customers with current riders for unbiased feedback and reviews, or answering any and all questions we get in as much detail as we possibly can.
No single piece of adaptive equipment is going to be perfect for everyone: we know that returns are part of the business, but we do absolutely everything within our power to make the Freedom Chair work for as many people as possible, whether that means creating special customizations free of charge, offering payment plans and financing, or facilitating an easy and stress-free return process.
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The GRIT Freedom Chair is the most versatile chair on the market, designed from the ground up to handle any terrain. From trails to grass to snow, the Freedom Chair is built for you to push yourself. Born out of research at MIT, the Freedom Chair's patented easy-push levers reduce shoulder strain and put you in control of your mobility. Ready to hit the trails? Learn more about the GRIT Freedom Chair atwww.gogrit.us