Terms and Conditions

1. Agreement to these Terms

These Terms and Conditions (“Terms”) are a binding agreement between you and Healthcare DME, LLC (“Healthcare DME”, “we”, “us” or “our”). They apply to every purchase, rental, insurance order and service you obtain from us, whether you order on healthcaredme.com, by phone, by email, by fax or in our store, and to your use of this website.

You accept these Terms, including the documents they incorporate, when you do any of the following:

• check the Terms acceptance box at checkout;
• sign a rental agreement, delivery ticket or order form;
• pay for an order; or
• use this website.

The following policies form part of these Terms:

• Return, Exchange & Refund Policy
• Rental Equipment Terms and Conditions (for rentals)
• Shipping Policy
• Privacy Policy
• SMS Terms

If any of those policies conflicts with these Terms, the more specific policy controls for its subject. If you do not agree, do not place an order or use this website.

2. About Healthcare DME

Healthcare DME, LLC is an accredited durable medical equipment, prosthetics, orthotics and supplies (DMEPOS) supplier located at 4012 Clark Road, Ann Arbor, Michigan 48105, United States. We sell and rent medical equipment and supplies to patients, caregivers, physician offices and facilities in the United States, and we ship certain products internationally.

3. Medical information disclaimer

Information on this website and from our staff about products, sizing and use is general information only. It is not medical advice, diagnosis or treatment and does not replace the judgment of your physician or other licensed healthcare provider.

Always follow your prescriber’s instructions and the manufacturer’s instructions for use. Ask your provider before starting, changing or stopping any therapy. In a medical emergency, call 911.

4. Prescriptions and documentation

Some items can only be dispensed with a valid prescription, a written order, or documentation of medical necessity. You agree to provide accurate and complete information, including:

• patient information;
• prescriber information;
• insurance details; and
• shipping information.

We may hold, cancel or refuse an order if required documentation is missing, incomplete or cannot be verified. If we cancel for that reason, any amount you paid is refunded in full. See also our Prescription Policies.

5. Accounts and eligibility

You must be at least 18 years old, or the parent, legal guardian or authorized representative of the patient, to place an order. You are responsible for keeping your account login confidential and for all activity under your account.

If you order on behalf of another person, you confirm that you are authorized to do so and to share that person’s information with us.

6. Orders, pricing and availability

Your order is an offer to buy or rent. A contract is formed when we confirm acceptance by shipping the item, making it available for pickup, or delivering it. An order confirmation email confirms that we received your order; it does not by itself confirm acceptance.

We may limit quantities or refuse or cancel an order for any of these reasons:

• suspected fraud;
• a pricing or description error;
• the product is unavailable;
• documentation cannot be verified; or
• regulatory restrictions.

If we cancel, you receive a full refund of any amount charged.

Prices are in U.S. dollars. Online prices apply to online orders; in-store pricing and availability may differ. Applicable sales tax, shipping and delivery charges are shown at checkout. Product images are illustrative, and manufacturers may change packaging or specifications without notice.

7. Payment and authorization

We accept the following payment methods, as available at checkout:

• credit and debit cards, Apple Pay and Google Pay (processed by Stripe);
• PayPal;
• Affirm and CareCredit financing (subject to the financing provider’s own terms and approval); and
• insurance billing, where eligible.

By submitting payment you confirm that:

• you are authorized to use the payment method; and
• the billing information you provide is accurate.

You also authorize us to charge the total shown at checkout, including tax, shipping and delivery charges. For rentals you also authorize the charges described in our Rental Terms, including deposits, extensions and damage charges.

We may place a temporary authorization hold to verify your payment method.

8. Payment processing fees on refunds

When you pay, our payment processor charges us a transaction fee. That fee is not returned to us when a payment is refunded. Therefore, when an order is cancelled or refunded at your request or for reasons that are not our error, the amount refunded is the eligible refund amount minus the non-refundable processing fee for your payment method:

Example: you pay $200.00 by card and cancel before shipment. The processing fee is $6.10 (2.9% × $200.00 + $0.30), and the refund is $193.90.

No processing fee is deducted when:

• the item is defective or damaged in transit;
• we shipped the wrong item;
• we cancel the order or cannot fulfil it;
• a refund is due because of our error; or
• applicable law or Medicare rules require a full refund.

Processing fees are separate from, and in addition to, any restocking fee, return shipping cost or rental cancellation fee described in our Return Policy and Rental Terms.

You confirm that this fee was disclosed to you before purchase, at checkout and in your order confirmation, and that you agreed to it.

9. Order cancellations

To cancel, contact us by phone at (734) 975-6668 or by email at info@healthcaredme.com, quoting your order number. A cancellation is effective only once our team confirms it in writing (email is sufficient).

• Before shipment, pickup or delivery: refunded to the original payment method, less the processing fee in Section 8.
• After shipment, pickup or delivery: treated as a return under our Return Policy. Return eligibility, the restocking fee, shipping charges and the processing fee apply.
• Special-order, custom-made, drop-shipped and made-to-measure items cannot be cancelled once ordered from the manufacturer, except where the item is defective or not as ordered.
• Rentals follow the cancellation schedule in our Rental Terms.

Approved refunds are submitted within 3 business days. Your bank or card issuer may take 5–10 business days to post the credit.

10. Returns, exchanges and refunds

Returns, exchanges, restocking fees and non-returnable items are governed by our Return, Exchange & Refund Policy. In summary:

• Unopened, resaleable items may be returned within 10 days of delivery, with prior authorization, subject to a 15% restocking fee and the processing fee.
• Many personal-care and hygiene items cannot be returned once they leave our facility.
• Defective, damaged or incorrect items must be reported within 48 hours of delivery.

11. Insurance, Medicare and patient responsibility

When you ask us to bill insurance, you authorize us to verify coverage and to submit claims on your behalf. We may request information from your insurer and prescriber.

Coverage decisions are made by your insurer, not by us. Any estimate we give is not a guarantee of payment. You are responsible for:

• deductibles, co-payments and co-insurance;
• non-covered items; and
• any amount your insurer denies, reduces or later recovers, as permitted by your plan and applicable law.

Where a claim is denied, we will notify you before collecting payment except where you agreed in advance to pay for a non-covered item.

For Medicare beneficiaries, we comply with the Medicare DMEPOS Supplier Standards (42 C.F.R. § 424.57). A copy of the Supplier Standards is available on request. Among other things, we:

• honor applicable warranties;
• accept the return of items that are substandard or unsuitable for the beneficiary as required by those standards;
• explain rental and purchase options for equipment where applicable; and
• maintain a complaint resolution process.

12. Shipping, delivery and risk of loss

Shipping methods, timing, international orders and charges are described in our Shipping Policy. Title and risk of loss for purchased items pass to you when the item is delivered to the address you provided or collected from our store. Rental equipment remains our property at all times.

Please inspect deliveries promptly. Report visible damage, shortages or the wrong item within 48 hours, with photos where possible, so we can file a carrier claim and replace the item at no cost to you.

Carrier tracking showing delivery to your address is treated as proof of delivery. If an order shows as delivered but you cannot find it, notify us within 7 days so we can open a carrier investigation.

13. Equipment rentals

All rentals are governed by our Rental Equipment Terms and Conditions and any rental agreement you sign. These cover:

• rental periods, extensions and charges;
• security deposits;
• delivery and pickup;
• care, repairs and damage;
• return condition; and
• cancellations and refunds.

By renting equipment you also agree to those terms.

14. Warranties

New products carry the manufacturer’s warranty, if any. Warranty claims are decided by the manufacturer under its own terms, and we will help you arrange warranty service. Manufacturer warranties generally exclude misuse, accident, unauthorized repair and water damage.

Except for the manufacturer’s warranty and any warranty that cannot be excluded by law, products are provided “as is”. To the maximum extent permitted by law, Healthcare DME disclaims all other warranties, express or implied, including merchantability and fitness for a particular purpose.

Extended warranty plans, where offered, are governed by their own agreement.

15. Billing disputes and chargebacks

If you have any concern about a charge, a delivery or a product, please contact us first at (734) 975-6668 or info@healthcaredme.com. We respond within 2 business days and will work with you in good faith to resolve the issue, including by refund where this policy provides for one.

You agree to give us that opportunity before disputing an authorized charge with your bank, card issuer, PayPal, Affirm or another provider.

If a dispute or chargeback is filed, we will provide the payment provider with the records of your transaction. These may include:

• your order details;
• your acceptance of these Terms, including the date, time, policy version, IP address and device;
• the refund and processing-fee disclosures shown to you;
• delivery confirmation and tracking;
• signed rental or delivery documents; and
• our communications with you.

You remain responsible for amounts validly owed. Where a dispute is decided in our favor, the original charge stands. We may suspend further orders or rentals while a dispute is open.

16. Electronic acceptance and records

You agree that checking the acceptance box at checkout, clicking to place an order, or signing electronically is your electronic signature. Under the U.S. Electronic Signatures in Global and National Commerce Act (E-SIGN) and the Michigan Uniform Electronic Transactions Act, that electronic signature has the same legal effect as a handwritten signature.

You consent to receive these Terms, order confirmations, receipts, rental agreements and other records electronically. We keep a record of each acceptance, including:

• the date and time;
• the version of these Terms;
• your IP address and browser information; and
• the order it relates to.

Our records are evidence of your acceptance. You may request a paper copy of any record at no charge.

17. Communications

By providing your email address and phone number, you agree that we may contact you about your orders, deliveries, rentals, insurance claims, payments and account. Text messages are sent only if you opt in, as described in our SMS Terms. You can opt out of marketing messages at any time; transactional messages about an active order or rental may still be sent.

18. Use of this website

We grant you a limited, revocable, non-transferable licence to use this website for personal, lawful purposes. You may print or download pages for your own records.

You must not:

• copy, reproduce or commercially exploit our content without written permission;
• attempt to gain unauthorized access;
• interfere with the website’s operation or security;
• use automated tools to scrape it;
• place fraudulent orders; or
• use it for any unlawful purpose.

Content, logos and images belong to Healthcare DME or its licensors. Links to third-party websites are provided for convenience only; we are not responsible for their content, products or practices.

19. Disclaimers and limitation of liability

The website and its content are provided “as is” and “as available”. We do not warrant that the website will be uninterrupted, error-free or free of harmful code. Product information comes in part from manufacturers, and we do not guarantee that it is complete or current.

To the maximum extent permitted by law, Healthcare DME, its owners, employees and suppliers are not liable for any indirect, incidental, special, consequential or punitive damages, or for lost profits, data or business, arising out of or related to these Terms, our products, our services or this website. Our total liability for any claim related to an order or rental is limited to the amount you paid us for that order or rental.

Some states do not allow certain exclusions or limitations, so some of the above may not apply to you. Nothing in these Terms limits liability that cannot be limited by law, including for gross negligence or wilful misconduct.

20. Indemnification

You agree to indemnify and hold harmless Healthcare DME and its owners, employees and agents from claims, losses and expenses (including reasonable attorneys’ fees) arising from any of the following:

• your breach of these Terms;
• your misuse of products or rental equipment;
• information you provide that is false or unauthorized; or
• your violation of law or the rights of a third party.

21. Governing law and dispute resolution

These Terms are governed by the laws of the State of Michigan and applicable U.S. federal law, without regard to conflict-of-law rules.

Before starting any legal proceeding, each party agrees to try to resolve the dispute informally by written notice and good-faith discussion for at least 30 days.

Any dispute not resolved informally will be brought exclusively in the state or federal courts located in Washtenaw County, Michigan, and you consent to their jurisdiction. Either party may bring an individual claim in small claims court.

To the extent permitted by law, claims must be brought individually and not as a plaintiff or class member in a class or representative action.

22. General terms

Changes. We may update these Terms from time to time. Changes apply to orders placed after the updated Terms are posted. The version you accepted applies to your order, and the version number and date appear at the top of this page.

Severability. If any provision is found unenforceable, the remaining provisions stay in effect.

No waiver. Our failure to enforce a provision is not a waiver.

Entire agreement. These Terms and the policies they incorporate are the entire agreement between you and us about their subject matter.

Force majeure. We are not responsible for delays caused by events beyond our reasonable control, such as carrier delays, severe weather, supply shortages or government action.