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Return of Medical Equipment/Supplies

Can I Return My Home Medical Equipment / Supplies?
Effective 8/2015
Specialty Medical Sales

At Specialty Medical Sales (SMS) we want to make it as easy as possible to purchase your home medical equipment and supplies from us. An important part of the purchase process is the return policy. Customers want to know that if they have problem with an order, or don’t like what they received, they can return their purchased items for a full credit. We do our best to work with our home medical supply vendors to make sure customers can return products with ease.

Reason for returns
There are two main reasons for returns of home care products:


  • 1. An error on the part of SMS. Examples include: defective products and incorrect products and/or quantity shipped.

  • 2. The product was not what the customer wanted (e.g., wrong color) or will not fulfill the customer’s medical need.


We will fix any problem that was the fault of SMS without any cost to the customer and as fast as we can. We pride ourselves on not having problems with our orders, but when it does happen we fix our mistakes.



If a customer returns an unused (in original packaging) product for any other reason and it is within 30 days of the date of purchase the following applies:


  • The customer will be responsible for return freight.

  • There may be a restocking fee between 25 - 50 % depending on the product.


Non-returnable products


Some of our products by their very nature are not returnable. The general rule of thumb is that if we cannot resell the product we cannot return it. All returns must have their original packaging. Products that are sealed cannot have the seals broken.



Non-returnable products include:


  • Products provided in a sealed package cannot be returned unless they are defective. Examples: CPAP masks, Chin straps, tubing and pillows

  • Incontinence products, Orthopedic braces / supports, seat cushions.

  • Bath safety products (Examples: commodes, raised toilet seats, shower chairs, and transfer benches, also includes all hygiene products)


Special Order / Custom Items


If we make an error on your order, we will fix it at no charge to you. If you make the error on the order, unfortunately we cannot issue a full refund in order to recover our cost. Special order items will be charged a minimum 50% restocking fee. There is the possibility your item can not be returned. This is determined by the manufacturer and is out of our control.



Return process


To qualify for a return, please note the following:


  • Call our office and speak to our staff who will take the information and provide instructions on the return. If the product was shipped to your home and you paid a shipping fee, we will send a call tag to UPS / FedEx for pickup at your address. If you picked up the product in our store, you will be required to return the item to the store. In order to receive a refund for the purchase price, non-defective items must be returned unused with the original packaging and materials intact.

  • Local customers with equipment returns please call to arrange pickup or bring in so we can evaluate and test the product. Examples, Nebulizers, Rollators, Walkers, CPAP.

  • All orders are processed through our system immediately after the order is finalized. Accordingly, we are unable to cancel completed orders and such merchandise may be returned in accordance with our return policy.


Receiving a refund


Depending on your method of payment, you will receive the refund in the using the same method of payment (the only exception is if we don’t have enough cash on hand). Your credit card account will be credited back the amount of the returned purchase. Our manufacturer informs us that certain products which require inspection may take up to 25 business days.



About Product Recalls


When we're notified that an item has been recalled, we stop selling the item and notify customers who have purchased the item with the manufacturer's contact information and directions regarding the recall.



If you have a specific question regarding a product recall, please contact the product manufacturer directly. See below for some useful links to federal legal resources. These websites provide e-mail alerts on recalled products to visitors who sign up to receive them.



Please note that by clicking one of these links, you will be accessing information from or providing information to that particular website and will be subject to the policies of that website.


  • www.recalls.gov (a "one stop shop" for U.S. government recalls)

  • U.S. Consumer Product Safety Commission (CPSC)

  • National Highway Traffic Safety Administration (NHTSA)

  • U.S. Food & Drug Administration (FDA)

  • U.S. Department of Agriculture (USDA)

Note: These are provided for informational purposes only.