Returns & Refund Policy

RETURN POLICY

Last Updated: 9/16/2022

At MedicalSource, customer satisfaction is our top priority. While we stand by the quality of our products, we understand that there may be instances where a return or exchange is necessary. Please read our return policy carefully to ensure you fully understand our guidelines before making a purchase.

GENERAL RETURN POLICY

MedicalSource allows returns on eligible items under the conditions outlined below. To qualify for a return, items must meet the following requirements:

✔️ The item must be unused, unopened, and in its original condition.
✔️ The item must be in its original packaging with all labels and tags attached.
✔️ Returns must be initiated within 30 days of the original purchase date.
✔️ A valid proof of purchase (receipt or order confirmation) is required.
✔️ The customer is responsible for all return shipping fees.
✔️ A restocking fee of up to 50% may apply to certain returns.

If these conditions are met, you may be eligible for a refund or store credit, depending on the nature of the return and the condition of the returned product.

HOW TO INITIATE A RETURN

If you would like to return an eligible item, please follow the steps below to ensure your return is processed smoothly:

  1. Contact Customer Support:

    • Email our customer service team at info@medicalsource.com with the subject line: Return Request – Order #[Your Order Number].
    • Provide your full name, order number, and reason for return.
    • Our team will review your request and issue a Return Merchandise Authorization (RMA) number if your return is approved.

  2. Prepare Your Return Package:

    • Securely package the item in its original box with all accessories, manuals, and original tags attached.
    • Include a copy of the return form (provided upon RMA approval) inside the package.
    • Clearly write the RMA number on the outside of the package.

  3. Ship Your Return:

    • Mail your return to the following address using a trackable shipping service:

      MedicalSource
      Attn: Returns (RMA #)
      88 Broadway
      Hicksville, NY 11801
      United States

    • Note: Customers are responsible for all return shipping fees. MedicalSource is not responsible for returns lost or damaged in transit.

  4. Return Processing Time:

    • Once we receive your return, please allow 14 business days for processing.
    • Refunds may take 1–2 billing cycles to appear on your credit card statement, depending on your financial institution.
    • You will receive an email confirmation once your return has been processed.

NON-RETURNABLE ITEMS

For health, safety, and regulatory reasons, the following items cannot be returned under any circumstances:

❌ Opened Personal Care Items (e.g., lotions, creams, bath safety items)
❌ Flammable Liquids (e.g., sanitizers, cleaning solutions, alcohol-based products)
❌ Custom Wheelchairs (designed or modified to individual specifications)
❌ Raised Toilet Seats and Commodes (due to hygiene regulations)
❌ Any Item That Has Been Opened, Used, or Tried On
❌ Disposable Medical Products (e.g., face masks, syringes, gloves)
❌ Incontinence Products (e.g., adult diapers, underpads)
❌ Sale Items (all discounted items are considered final sale)
❌ COVID Test Kits (cannot be returned for safety reasons)
❌ Wheelchairs (non-returnable once shipped)

If your order includes any of the items listed above, it is final sale, and no return or refund will be issued.

ORDER CANCELLATION POLICY

If you need to cancel your order, please review the following guidelines:

✔️ Orders can be canceled within 3 business days from the date of purchase, provided the order has not yet been shipped.
✔️ If a cancellation request is made after 3 business days, a 10% cancellation fee will be applied.
✔️ Customers will receive a 90% refund of the total order value if the order is successfully canceled before shipment.
✔️ Once an order has been shipped, it cannot be canceled, and the sale is final.

To request a cancellation, email info@medicalsource.com with your order number and reason for cancellation.

DAMAGED OR DEFECTIVE ITEMS

If you receive an item that is damaged, defective, or incorrect, please follow these steps to request a replacement or refund:

  1. Contact Us Immediately:

    • Email info@medicalsource.com within 48 hours of receiving the item.
    • Provide clear photos of the damaged or defective product.

  2. Return Processing for Defective Items:

    • If your claim is approved, we will send you a return shipping label (for defective items only).
    • Once we receive and inspect the defective item, a full refund or replacement will be issued.

  3. Exceptions for Damage Claims:

    • We cannot process damage claims if they are submitted more than 48 hours after delivery.
    • If a package appears damaged upon arrival, do not accept delivery, and report the issue to the courier immediately.

RESTOCKING FEES

MedicalSource reserves the right to charge a restocking fee of up to 50% on returned items. The following criteria determine the applicable restocking fee:

✔️ 0–20% Restocking Fee – If the item is in new, unopened condition and returned in its original packaging.
✔️ 21–50% Restocking Fee – If the item is returned in damaged or non-original packaging, missing accessories, or appears tampered with.

Please note: Restocking fees are deducted from the final refund amount and are non-negotiable.

EXCHANGES

We do not offer direct exchanges. If you need a different product, please return the original item (if eligible) and place a new order.

REFUND PROCESSING TIMES

  • Refunds may take 14 business days to process once the return is received.
  • Refunds will be issued to the original payment method used at checkout.
  • If you do not see a refund reflected within 2 billing cycles, please contact your bank or credit card provider.

CONTACT US

If you have any questions regarding our return policy, please feel free to reach out:

📧 Email: info@medicalsource.com

We appreciate your business and thank you for choosing MedicalSource!