Returns or Damage
In the event you need to request a return authorization for an item you purchased with us - please go to the bottom of each page under My Account and select Request a Return. You may return an item for a refund of the merchandise total less applicable restocking fees within 30 days of the date you received the product. We must be notified within 7 days of receiving your item that you wish to return it. Any return requests begun after 7 days of receipt will need special approval from the manufacturer. Return shipping of an item is at your discretion. You may choose the return shipper of your preference but tracking numbers are required to be provided to us at the time the item is shipped back. Return credits are issued within 7 business days once the item is received and inspected. Orders over $2000, which require more handling, will be subject to an additional re-stocking fee that will not exceed 25% of the order. Shipping charges will be deducted from your refund if you have us facilitate return shipping. We will do our best to accommodate these requests but are not able to assist in all return shipments.
For certain items, we have more specific details below. Please note that no return will be accepted if used, without the original packaging or past the 7-day window of return request. All items returned must be received back to the appropriate manufacturer within 30 days after which a return authorization expires and the return will be rejected.
Any custom built item that is built to non standard specifications is ineligible for return. Any installed item is also ineligible for return.
For hygiene reasons, all bedding, slings and wearable products are ineligible for return.
There is a minimum restock fee of $15 for any return. Manufacturers set restock fees for medical equipment between 15% and 25% depending on their individual policies.
For some products, we offer a modified version of our return policy. If you are ordering one of these items, please click the link below to learn more about its return policy:
For hygienic reasons, the following products are non-returnable:
- Bath Safety
- Compression Hosiery
- Any item that has direct skin contact
If your item arrived damaged or defective, we are happy to arrange for a prompt replacement.
Items must be in new condition and in the original packaging to qualify for a refund (please do not assemble or modify the product in any way). The few exceptions that cannot be returned include:
- Clearance/Open-Box Items - they are sold "as is"
- Gift Certificates
- Personalized Items
- Items Marked “Non-Returnable” (clearly indicated on the sale page before placing your order)
- Custom built or made to order items
How to Make a Return
1. Contact us
To start a return, Request RMA
2. Get a Return Authorization
Follow the steps to set up the return. Select the items you would like to return, the reason and any photos.
3. Ship the Item
It's very important you are able to package the item back to safe or original condition. You may request that we take care of the shipping for you and deduct from your return. For most returns, you will receive a FedEx shipping label along with your return authorization number. Remove or mark out the original labels, then securely tape one completed ARS label to each package. If you item was shipping Freight LTL you will need to be able to put the item back on a pallet securely in which we will send you a BOL for LTL pickup. You will also need to provide a date and window for pickup.
What if My Order Arrives Damaged?
We package all of our products well so they arrive on your doorstep snug, safe, and secure. We double-box many items, and we refuse to sell products that are easily damaged during shipping. If an item does arrive damaged or with parts missing, please notify us within 30 days. We're happy to send you replacement parts as soon as possible.
- For instructions on how to order replacement parts, please see "Ordering Replacement Parts."
- If you ordered by Truck Freight or White Glove, please note the instructions below.
Our Truck Freight and White Glove return policy
- When you sign for the delivery, even if the package appears only slightly damaged, please write "Package Damaged." If the package looks significantly damaged, you may refuse delivery. In this case, please notify us so that we can expect the return shipment. Once the package returns to us we will send you a new one right away.
- If you have already accepted the package and notice missing or damaged parts, please contact us right away and we will ship you replacement parts free of charge. We usually only have a 48-hour window to file freight claims. If we cannot replace the parts, our carrier will pick up the original package and we will send you a full replacement.
- If you decide you do not want parts or a replacement unit, you can return the item under our standard return policy.
- If you received a damaged product or the wrong product and we cannot solve the issue with either a full replacement or replacement parts, we will pay to return the item us, on top of the refund.
- If your product has a manufacturer's defect, we can either replace the defective part, or, if necessary, the entire unit.
- We select only the most reliable, highest quality products and the most reputable manufacturers to work with.
Retail Store Sales
Any sales sold from one of our retail stores should be returned to that store. If the item was purchased online the return should be initiated and approved from the website, the store does not accept any online returns without approved RMA stating it can be returned to a Med Mart store. If you purchased in store, check with the store on the return policy. Please contact the store where you made the purchase. The store's phone number is located on your receipt or on our store locator.
Due to the many variations in monitors and browsers, color samples may appear different on different monitors. Computer monitors are not all calibrated equally and color reproduction on the Internet is not precise. Since it is not possible to guarantee our online colors will look the same on all computers, we do not guarantee that what you see accurately portrays the color of the actual window treatment. We do our very best to make sure our samples are as close to the exact product as possible, but cannot guarantee that what you see is an exact sample. If it is important that the sample be exact, it is highly recommended that you order a sample first, before placing the order for your window treatments. After you receive your samples, keep in mind that even the actual sample can have minimal color variations from the finished product as stated by our manufacturers.
For most items, you are not required to return the free merchandise/gift card with the qualifying purchase item. However, the amount of the refund will be reduced by the prorated value of the free merchandise or the amount charged for the promotional gift card. The free merchandise can be returned alone, but you'll only receive the prorated value of the free gift. Your receipt shows return values of each item if returned individually and states, "All items must be returned for full refund."
All beds are exempt from a return in the event they have been unpackaged due to hygienic reasons. Mattresses and foundations that have shipping damage upon receiving are 100% eligible for repair or replacement and we ask that you contact us by phone or email at email@example.com immediately for the expeditious remedy. Defects after 72 hours of delivery will be covered by the manufacturer's warranty.
Under no circumstances do we accept returns of new items that have been installed or used. Check your item for compatibility prior to installation and use. Returns that include items that show evidence that they have been installed or used in any manner will be rejected and no credit will be issued. It will be the responsibility of the customer to pay for return shipping of the used item back to the customer. Authorized returned electrical items such as mobility scooter joystick controllers and control modules may be tested for functionality before credits are issued.
*Batteries are considered parts that are not returnable for any reason.
*If your item arrives damaged or there is a manufacturer defect your battery will be replaced the same size as ordered.
As with all parts - please call one of our helpful advisers to get assistance on parts compatibility prior to ordering. Have the serial number of your unit handy and add to your order for verification of compatibility.
Under no circumstances do we accept returns of new items that have been installed or used. Check your item for compatibility prior to installation and use. Returns that include items that show evidence that they have been installed or used in any manner will be rejected and no credit will be issued. It will be the responsibility of the customer to pay for return shipping of the used item back to the customer.
Under no circumstances do we accept returns of new items that have been installed or used. Check your item for compatibility prior to installation and use. Returns that include items that show evidence that they have been installed or used in any manner will be rejected and no credit will be issued. It will be the responsibility of the customer to pay for return shipping of the used item back to the customer. If the lift is canceled and/or returned before installation a 15% restocking fee and the customer is responsible for shipping item back.
Upon receipt of your lift chair, you have 10 days to inspect it for damages or defects. If any damages or defects are found, it will be repaired or replaced at no charge. The lift chair must be in like new condition. As these are considered Medical Devices by the FDA their guidelines apply. The customer is responsible for freight costs both ways plus a 15% restocking fee unless the chair is defective. Chairs returned due to being refused by the customer or deemed undeliverable by freight carrier are subject to fees for freight both ways and a 15% restocking fee. Stock chairs canceled prior to shipment subject to $50 cancellation fee. Builder chairs with custom features such as leather or any special options are Non-Returnable and cannot be canceled once in production.
Modular Ramp Systems are not eligible for return for any reason. If an item is received damaged you will need to provide images and those items will be replaced. Modular ramps canceled during production will incur a 15% cancellation fee. Modular ramps canceled during shipment or refused at time of delivery will incur a 25% restocking fee and all associated shipping costs.
Open Box Items
Open Box merchandise are products that have been purchased and delivered to other customers, and then returned to Med Mart. Open Box products are sold considerably under cost. Med Mart tests Open Box products for basic functionality only. Due to the varying quality of products returned to Med Mart, Med Mart makes every attempt to supply the original accessories for Open Box products. However, regardless of what the product description says, Med Mart only guarantees that you will receive the product itself, accessories may or may not be included. Additionally, the product may exhibit cosmetic imperfections as a result of its having been previously opened. All Open Box sales are final.