Reply from Easwe Mobility LLCSep 25, 2026
Update:
Thank you for your additional information.
Based on the name provided in your review, we believe we may have located your order, and it appears that the purchase was made through Amazon rather than directly through the EASWE website.
Our team here mainly handles after-sales support for orders placed through the official EASWE website. However, we have already forwarded your case to the colleagues responsible for Amazon orders and asked them to follow up with you regarding the details of your return and refund.
Regarding the returned wheelchair, our warehouse team has reviewed the available inspection records and the provided usage video. Based on their assessment, they did not find a confirmed product quality issue with the returned unit. Therefore, according to the applicable return policy, the return shipping cost was handled as a customer return cost.
That said, we completely understand your concerns regarding the deduction and refund process. We have asked our team to continue communicating with you directly by email, review the details of your case again, and provide further assistance.
We appreciate you bringing this matter to our attention. Our goal is always to ensure customers receive clear explanations and proper support.
Kind regards,
EASWE Mobility After-Sales Team
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Thank you for taking the time to share your experience. We’re truly sorry to hear that you were disappointed with your wheelchair and refund. We understand how frustrating this must have been, and we would genuinely like the opportunity to look into what happened and help.
We have carefully checked our available records, but unfortunately, we have not yet been able to identify the order based on the information in this review, including the $1,899 purchase and the $259 deduction.
If you could kindly provide us with your order number, the email address used for the purchase, or the platform where you placed the order, our after-sales team will be happy to locate the order and review the case for you.
You also mentioned that the wheelchair had a quality or safety issue. If you could let us know the wheelchair model and the specific issue you experienced, this would help our technical team understand the situation and investigate it properly.
We would also like to clarify our return policy. When a return is due to a confirmed product quality issue or damage caused during transportation, the applicable return shipping costs are covered by us. For returns unrelated to product quality, such as a change of mind or the wheelchair no longer being suitable for the customer’s needs, the shipping responsibilities are outlined in our return policy:
https://easwe.com/refunds-returns/
Regarding the $259 deduction, we would especially like to understand what happened, as we have not yet been able to match this amount to an order in our records. If you send us the order information, we will gladly check the transaction and explain the refund and any applicable charges clearly.
We genuinely want to make sure every customer is treated fairly. We also understand that misunderstandings can sometimes occur during the return process, which is why we aim to explain any applicable costs and responsibilities before a return is completed.
Please contact our after-sales team at [email protected] with your order details. We would be very grateful for the opportunity to review your case personally and work with you toward a fair resolution.
Thank you again for bringing this to our attention.
Easwe Mobility After-Sales Team
