Healthcare DME Online Return/Exchange Policy
Healthcare DME Return Policy is to protect the integrity of our services and products as well as our loyal customers. Customers have an expectation that the products received are compliant and sanitary and our goal to meet those expectations. Healthcare DME will accept returns on any unopened product within 10 days of the original purchase date with a 15% Restocking Fee (see below) if and only if the product is resellable (New & Unopened). All Insurance orders are nonreturnable & nonrefundable, with no exceptions that can be made once the item has been dispensed or delivered to the patient. All equipment returns will be applied with a monthly rental charge. Online prices only available on our website, instore pricing and availability differ. Contact our office to clarify if you have any questions or concerns.
CPAP Supplies Exchange Policy:
When a CPAP mask is fitted onto a patient by Healthcare DME technician, we offer a complimentary mask fit guarantee for a period of 10 calendar days. If the CPAP mask does not work for the patient we are able to switch it out to another similar mask without any additional cost to the patient up to 2 attempts maximum. There is a total of 3 maximum Mask refits allowed per patient, after that the patient will be responsible to pay out of pocket to purchase a new CPAP mask and our technician can fit the patient at no additional cost. However, CPAP masks are not returnable or refundable, we can only exchange them if there is a fitting issue, & it must be done within 10 calendar days from your date of service. For an Item to qualify for acceptable returns the product must be in the original UNOPENED manufacturer’s packaging.
Healthcare DME provides a variety of products some of which are personal healthcare items that cannot be resold once the product has left our warehouse or facility. Therefore these items cannot be returned and will not be refunded. The following list are general items and may not include all items that fall under the category of NON-Returnable/Unacceptable Returns. You may contact our office by calling 1-877-240-7DME (7363) to confirm if a specific item is returnable or not.
- Single patient use items
- Surgical supplies
- Hospital/Facility Items
- Respiratory supplies
- Urological supplies
- Ostomy supplies
- Compression Stocking
- Custom Items
- CPAP supplies
- Blood glucose testing supplies
- Bedding (pillows, linens, etc.)
- Wound care (dressings, etc.)
- Hospital Beds
- Wheelchair & cushions
- Commodes & Raised Toilet Seats
- Bath products
- Suction supplies and equipment
- Patient Aids
Healthcare DME has adopted a 15% Restock Fee charge due to the costs incurred related to shipping, packaging, and inventory. Restocking Fee will apply on all returns (incorrectly ordered, returning instead of replacing per our policy, etc.). Some items noted as “non-returnable” may be accepted on a case-by-case basis, and will be subject to a higher restocking fee.
Most products such as Mobility, Sleep Therapy units, Oxygen, Nebulizers, and others may carry a standard limited manufacturer warranty. If your purchase malfunctions or is defective, please contact our office at 1-877-240-7DME (7363) to verify the item is still under warranty. If so, please contact Healthcare DME to arrange a Return Merchandise Authorization number. Warranty claim decisions are solely at the discretion of the manufacturer. The customer is responsible for shipping the product to our office. Repair or replacement of the product can take up to 4-6 weeks depending on the manufacturer & their specified RMA procedures..
Manufacturers do not warranty against misuse or water damage. If water damage or misuse is determined to be the cause of the malfunction, you will have a choice to have it returned to you at no cost, have the machine repaired by the manufacturer (repair costs will be communicated and collected before repairs are completed), or purchase a new product at current prices displayed on the website.
Questions, Comments, Concerns?
Please feel free to contact us at any time with your questions or concerns. We are available via email at firstname.lastname@example.org, or via telephone at 1-877-240-7DME (7363). You may fax your request if preferred to our HIPPA Compliant Secure Fax Line (734) 975-6678.
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