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Return Policy

Can I Return My Home Medical Equipment or Supplies?

Updated 2020

At Specialty Medical Sales, we want to make it as easy as possible for you to purchase your home medical equipment and supplies from us. An important part of the purchase process is the return policy. 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 Specialty Medical Sales. 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 needs.

We will fix any problem that was the fault of Specialty Medical Sales 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, Chinstraps, Tubing and Pillows
  • Incontinence Products
  • Orthopedic Braces/Supports
  • Seat Cushions.
  • Bath Safety Products. Examples: Commodes, Raised Toilet Seats, Shower Chairs and Transfer Benches. This also includes all hygiene products.
  • Special Order / Custom Items


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. Please refer to our non-returnable product list to be sure your item is not excluded.
  • Local customers with equipment returns please call or bring in so we can evaluate and test the product. Examples: Nebulizers, Rollators, Walkers and 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 a refund in the same method of payment (we no longer carry cash). Your credit card account will be credited back the amount of the returned purchase. Our manufacturer informs us that certain products that 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.

Note: These are provided for informational purposes only.

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