Return Policy
Our return policy works in conjunction with guidelines for infection control. If you have purchased soft goods and they are still in the original, unopened packages, we will accept a return.
RETURN POLICY
We want you to be 100% satisfied with your purchase. If you are not completely satisfied, let us know and we will work with you to make it right. If you are still not satisfied with you purchase, you may return the item within 30 days after purchase according to the below policy.
1) Unused, unopened items can be returned for a full refund minus the applicable shipping charges to you. In the event an item had Free Ground Shipping, we will calculate the actual shipping charge and subtract that amount from the purchase/rental price of the item. This amount will be found on fedex.com or usps.com depending on the carrier the item was shipped to you. We will inspect all items once they have returned for signs of use.
2) Any product(s) showing signs of wear, use or soiling will not be accepted for exchange or return.
3) If you purchased refurbished equipment, you can return the items. A 20% restocking fee will apply plus the shipping cost plus the cost of any disposables used with the equipment (pad kits, garments, sleeves, etc…). Pricing of the disposables can be found on the website.
4) You are responsible for the cost of the return shipping. If you would like us to coordinate the return shipping (return label, scheduling pickup, etc..) we can for the cost of the return shipping which will be subtracted from the refund.
5) Exchanges are given on a case by case basis in the event the wrong size or product was ordered. The restocking fee is waived on exchanges but additional shipping charges may apply.
6) All “cold therapy” products cannot be returned unless there is a problem with their function. If the unit is still within its warranty period, a new unit will be sent to replace the defective one. We will also include a return shipping label for you to return the defective unit. Health regulations disallow us to redispense these items once they have reached the customer.
7) All custom garments are non-refundable. The custom garments do have a one-year warranty against manufacturing defects. Wear, tear or abuse do not qualify as defect.
8) If you return a rental before the specified time, that is your right. However, the early return of a rental product will not result in a refund for the “unused” time. For example, the knee CPM rental is $375 for two weeks and $100 each additional week. If you rent the machine for four weeks ($575) and return it after three weeks, you will not get the remaining $100 back. Please consult with your doctor and our patient care representatives if you have questions about how long you should need the machine.
9) If you purchased/rented an item with FREE GROUND SHIPPING and cancel the order after the item has shipped, we will calculate the actual cost of the shipping and subtract that amount, plus a 15% restocking fee from the refund.
Refund Processing:
The time of the refund can take up to four weeks from when the product is picked up from you, however, you may receive it sooner. It will take up to 5 business days for the product to arrive back to our warehouse. Once the product has returned to the warehouse an inspection will be completed within 48 hours. After the inspection is completed and the item is deemed returnable, the refund request will be entered into our system. Please allow five business days for the refund to process through our system. Once this has occurred, you will receive email notification of the refund. Once you receive the notification, your bank/credit card company will take between 5-10 business days to put the money back in your account. All refunds are posted to the same card used to purchase the item less the restocking fee and shipping charges.