I received the 400lb bariatric upright walker quickly and found it to be good quality and easy to assemble. I was worried about damage due to the packaging damage (see picture attached). However, I did not see anything damaged. After assembly, my wife determined that it was just too big for her. I immediately took it apart and repackaged it so it would not get damaged. I then sent an email. I expected an answer quickly because you advertise 24/7 customer service and the item needed to be returned within 14 days to get a refund. I finally got a response 2 days later. I knew I would have to pay return shipping. I was encouraged to keep the walker because the shipping would be expensive. It was very expensive to return (almost 1/2 of the price of the walker. I think you could have made the return less costly if you had provided me a shipping label using your account, then deducting that charge from the refund. You obviously have shipping argreements that would have alleviated the cost. The product looked great and well made, just the return process was difficult to swallow.