Return Policy
Last updated: January 1, 2025
1. Eligibility for Return
Products eligible for return must be returned within 30 days from the original purchase date.
Non-stock items (products not typically stocked in our warehouses), special order items, and bonus offers are not eligible for return.
Items eligible for return must be received unopened, in their original packaging, and in saleable condition. You are solely responsible for ensuring that any product being returned is packaged for shipment in a manner that will protect it from damage in transit.
Items must not be defaced (e.g., no handwriting or other marks on the packaging).
A copy of your original packing slip must be included in the box with the returned product(s).
2. Return Shipping Costs
If your return is not due to our error (defective, incorrect, or damaged product), you are responsible for all return shipping costs. Original shipping charges are non-refundable.
3. Damaged, Recalled, and Defective Products
Please inspect your package upon arrival. If you are returning an item that is defective, shipped in error by us, or damaged in transit to you, you must notify us within 3 business days of delivery. We will replace the product and arrange for it to be picked up by the carrier of our choice at our expense.
Returns will be authorized for any products returned as a result of a recall or defective products.
4. How to Return a Product
To return a product, sign in to your MedicalEx account to request an RMA # (Return Merchandise Authorization) from your orders or call (800) 494-5750.
You must request an RMA within 14 days of receiving the product. Orders returned without an RMA number may not be identified or recognized as a return and, in such cases, no refund will be applied.
Our staff will approve your request and send you an email with your personal RMA number and the address to ship it back to.
The RMA number must be clearly visible on each package.
If you received a defective or incorrect product, we will send you a prepaid return label.
For your safety, we recommend using a shipping service with tracking or purchasing shipping insurance.
We offer no guarantees regarding the receipt of your returned item.
5. Exchanges
We do not exchange products. We only replace items if they are defective or damaged. If you wish to exchange a product, please set up a return and place a new order for the preferred item.
Depending on your location, the time frame to receive your replacement product may vary.
Defective products will be replaced or repaired in accordance with the manufacturer’s policy.
6. Restocking Fees
Any product you return may be subject to a restocking fee. The fee varies from product to product, wholesaler to wholesaler, and manufacturer to manufacturer and ranges from 10–25% of the original price. No restocking fee is applied when returning a defective, incorrect, or damaged product.
7. Non-Returnable Products
Due to health and safety concerns, several types of products are exempt from being returned. Some items are non-returnable by nature and may state so in their description. Non-returnable products include (but are not limited to):
Bath items, incontinence items, wound care products, hospital and adjustable beds, mattresses and support surfaces, hygiene products, sheets, pillows, power patient lifts & stand-up lifts, slings, custom wheelchairs, Geri-Chairs, handcycles, socks, hose, ramps, respiratory items, wheelchair cushions, diagnostic supplies, refurbished products, and other items as indicated on the product page.
8. Credits and Refunds
Once your return is received and inspected, we will send you an email notification. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed (excluding shipping and applicable restocking fees), and a credit will automatically be applied to your credit card or original method of payment, typically within 7–10 business days.
Partial Refunds: Partial refunds may be issued for items not in their original condition, damaged, or missing parts for reasons not due to our error.
9. International Returns
If you are returning products from outside the United States, you are responsible for all international shipping fees, duties, and taxes. Please contact our customer service team before initiating an international return to confirm eligibility and instructions.
10. Denied Returns
Returns that do not comply with this policy or are received without authorization may be refused and returned to sender with no credit issued.
11. Order Cancellations
If you have placed an order and need to cancel it, please contact us immediately at (800) 494-5750. We will make every attempt to stop your order from shipping; however, we cannot guarantee it has not already shipped. A standard cancellation fee of 25% applies if your order has been processed.
If your order has shipped, you are responsible for shipping charges to and from your location. This will be considered a return and treated accordingly.
Orders for non-returnable products cannot be cancelled once shipped.
Custom orders (e.g., adjustable beds, power wheelchairs, scooters, custom wheelchairs that are built-to-order) cannot be canceled once the order is processed and assembly has begun.
12. Do Not Refuse a Parcel
Since many products must be shipped back to an address other than the original shipment address, never refuse a product. Refusing a shipment will result in restocking charges plus all shipping costs. Also, without an RMA number, the package may not be identified as a return and credit will not be issued.
13. Terms and Conditions
For all prices and products, we reserve the right to make adjustments due to errors, shipping times, product discontinuation, or typographical errors in advertisements.
14. State Law Compliance
This Return Policy is governed by the laws of the State of Illinois, United States.
15. Contact Us
If you have any questions about your return or this Return Policy, please contact us:
Email: info@medicalex.com
Phone: (800) 494-5750
Content is for informational purposes only and not a substitute for medical advice. MedicalEx USA owns all site images, logos, and product names. Other trademarks are property of their respective owners.