Return, Exchange & Refund Policy

1. Returns we accept

Our patients rely on receiving products that are new, sealed and sanitary. To protect them, we accept a return only when all of the following are true:

• the return is requested within 10 calendar days of delivery (or of in-store pickup);
• the item is new, unused, unopened and in its original, undamaged manufacturer packaging, with all parts, manuals and seals intact, and can be resold;
• the item is not on the non-returnable list in Section 2; and
• we have issued a Return Merchandise Authorization (RMA) number.

Items returned without an RMA, after the return window, opened, used, damaged or missing parts will be refused or returned to you at your cost, and no refund will be issued. The only exception is where Section 7 or Section 9 applies.

2. Non-returnable items

For health and safety reasons, the following cannot be returned or refunded once they leave our warehouse or facility, unless they are defective or incorrect (Section 7):

• Single-patient-use items
• Surgical supplies
• Hospital and facility items
• Respiratory supplies
• Urological supplies and catheters
• Ostomy supplies
• Compression stockings and garments
• Custom, special-order and made-to-measure items
• CPAP / BiPAP supplies and masks
• Blood glucose testing supplies
• Bedding (pillows, linens, etc.)
• CBD products
• Wound care supplies
• Hospital beds
• Wheelchairs and cushions
• Commodes and raised toilet seats
• Bath products and shower chairs
• Suction supplies and equipment
• Patient aids
• Breast pumps and accessories
• Items fitted, adjusted or set up for a patient
• Items marked “final sale” or “non-returnable”

This list is not exhaustive. Call us before ordering if you are unsure whether an item can be returned.

We may occasionally accept a non-returnable item case by case, at our sole discretion. Any such acceptance is confirmed in writing and may carry a restocking fee higher than 15%.

3. How to return an item

1. Contact us within the return window at (734) 975-6668 or info@healthcaredme.com. Give your order number, the item and the reason.
2. If the item qualifies, we email you an RMA number and return instructions.
3. Pack the item securely in its original packaging and write the RMA number on the outside of the shipping box, not on the product box.
4. Ship it within 7 days of receiving your RMA using a trackable, insured service, or drop it off at our Ann Arbor store.

Return shipping is your responsibility, except under Section 7. Items lost or damaged in return transit remain your responsibility until we receive them.

4. How refunds are calculated

When an approved return is received and passes inspection, we refund the price paid for the item, minus each of the following:

The restocking fee covers the cost of receiving, inspecting, repackaging and returning the item to inventory. It applies to every customer-initiated return, including items ordered by mistake and returns made instead of an exchange.

Refunds go to the original payment method only, within 3 business days of approval. Your bank or card issuer may take 5–10 business days to post the credit. We do not issue cash refunds for card payments.

5. Payment processing fees

Our payment processors keep their transaction fee when a payment is refunded. When you cancel or return an order for reasons that are not our error, the following fee is deducted from your refund:

Example: a $200.00 card purchase is cancelled before shipment. The processing fee is $6.10, so $193.90 is refunded.

If the same $200.00 item is returned unopened within 10 days, the refund is $163.90. That is $200.00 less the $30.00 restocking fee and the $6.10 processing fee.

No processing fee, restocking fee or shipping charge is deducted when:

• the item is defective, damaged in transit or incorrect;
• we cancel the order; or
• a full refund is required by law or by Medicare rules.

6. Cancelling before shipment

You may cancel an order that has not yet shipped, been made ready for pickup, or been ordered from the manufacturer for you. To cancel, call (734) 975-6668 or email us. Your cancellation is effective only once we confirm it in writing.

The refund is the amount paid less the processing fee in Section 5.

Special-order, custom-made, drop-shipped and made-to-measure items cannot be cancelled once ordered from the manufacturer. Once an order has shipped, it can no longer be cancelled and is handled as a return.

7. Damaged, defective or incorrect items

Please inspect your delivery when it arrives. If an item arrives damaged, is defective out of the box, or is not what you ordered, contact us within 48 hours of delivery with:

• your order number; and
• photos of the item, packaging and shipping label.

Keep all packaging until the claim is resolved.

We will send a prepaid return label or arrange collection, and then, at your choice and subject to availability, either:

• replace the item; or
• refund it in full, including the original shipping, with no restocking or processing fee.

Defects found after 48 hours are handled under the manufacturer’s warranty (Section 10).

8. CPAP mask fit exchange

When a CPAP mask is fitted for a patient by a Healthcare DME technician, we offer a complimentary mask-fit guarantee for 10 calendar days from the date of service:

• If the mask does not work for the patient, we will exchange it for a similar mask at no additional cost, up to 2 exchanges.
• A maximum of 3 mask fittings is included per patient. After that, a new mask must be purchased, and our technician will still fit it at no additional cost.
• CPAP masks are exchange-only and are not returnable or refundable.

9. Insurance and Medicare orders

Items billed to insurance cannot be returned for a refund once dispensed or delivered to the patient. This is because the claim has already been submitted to the payer.

As a Medicare-enrolled supplier, we follow the Medicare DMEPOS Supplier Standards (42 C.F.R. § 424.57). Accordingly, for Medicare beneficiaries we will:

• accept the return of an item that is substandard (less than full quality for that item) or unsuitable (inappropriate for the beneficiary at the time it was fitted and rented or sold);
• replace or repair items under warranty at no charge; and
• handle any refund or claim correction as required by Medicare.

The same applies to other insurance patients where their payer’s rules require it.

Any co-payment, deductible or private-pay amount you paid is refunded to you as required in those cases.

10. Manufacturer warranties

Many products, such as mobility equipment, sleep therapy devices, oxygen equipment and nebulizers, carry a manufacturer’s limited warranty. If your product malfunctions within the warranty period, contact us at 1-877-240-7DME (7363). We will confirm warranty status and issue an RMA.

Warranty decisions are made by the manufacturer. Repair or replacement can take 4–6 weeks depending on the manufacturer’s process. Except where Section 7 or Section 9 applies, you are responsible for shipping the product to our office.

Warranties do not cover misuse, accidental damage or water damage. If the manufacturer finds that the failure was caused by one of these, you may choose to:

• have the product returned to you at no cost;
• pay for a manufacturer repair, which is quoted and collected before work begins; or
• buy a new product at the current price.

11. Rentals

Rental cancellations, refunds, deposits and returns are governed by our Rental Equipment Terms and Conditions.

12. Refused, undeliverable and unclaimed orders

If you refuse a delivery, provide an incorrect address, or do not collect a pickup order within 14 days, the order is treated as a customer return. The refund will be reduced by:

• the original and return shipping costs;
• the 15% restocking fee; and
• the processing fee.

International refused or abandoned shipments are handled under our Shipping Policy.