Return & Refund Policy
At Medical Supplies and Services, your satisfaction is our priority. We are committed to providing high-quality medical supplies and ensuring you receive the correct product in perfect condition. Please read this policy carefully before initiating a return.
1. Return Window
We have a 15-day return policy. The returned item must be received back at our facility within 15 days from the date you received your order. Returns that arrive after this period will not be accepted.
IMPORTANT: If you need to return an item, please do not delay — ship it back immediately so that it reaches us within the 15-day window.
2. Return Eligibility
To qualify for a return, your item must meet all of the following conditions:
| Return Eligibility Requirements |
|---|
| The item must physically arrive back at our facility within 15 days of the date you received it. |
| The item is in its original, unused condition with no cracks, scratches, signs of wear, dirt, or damage to any component. |
| The item is in its original packaging with all included accessories, components, and chargers. |
| A Return Authorization (RA) number has been issued before shipping the item back. |
Note: Items showing any signs of use will not be eligible for a refund.
3. Non-Returnable Products
Due to health, safety, and hygiene regulations, the following product categories are strictly non-returnable and non-refundable:
| Non-Returnable Product Categories |
|---|
| Bathroom Safety Equipment: Grab bars, shower chairs, bath benches, toilet safety frames, raised toilet seats, tub transfer benches. |
| Compression Stockings and Hosiery: All compression socks, stockings, sleeves, and garments. |
| Respiratory Accessories: Masks, tubing, humidifier bottles, filters, headgear, chin straps, and accessories that come into direct contact with the patient. |
| Maternity Products: All maternity support garments, braces, pillows, and related items. |
| Custom-Made or Custom-Built Items. |
| Opened or Used Consumables. |
4. Return Shipping Costs
Who is responsible for return shipping depends on the reason for the return:
| Return Situation | Shipping Responsibility |
|---|---|
| Item damaged during delivery | Medical Supplies and Services will cover the full return shipping cost. |
| Item damaged on our side | We will take full responsibility and bear all delivery and return shipping charges. |
| Wrong item sent by us | Medical Supplies and Services will cover the full return shipping cost. |
| Return due to change of mind or customer ordering error | The customer is responsible for the return shipping cost. |
Note: Original outgoing shipping fees are non-refundable in all cases.
5. Damaged or Incorrect Items
Please inspect your order immediately upon delivery. If you receive a damaged or incorrect item:
| Damaged or Incorrect Item Instructions |
|---|
| If possible, refuse the delivery at the door and notify us immediately. |
| If the item was delivered without a signature and is damaged, contact us within 48 hours of delivery. |
| We will arrange for the item to be repaired, replaced, or refunded and will cover all return shipping costs. |
| Do not discard the original packaging, as it will be required for any damage claim. |
6. How to Request a Return
Please follow these steps to initiate a return:
| Return Process Steps |
|---|
| Step 1 — Contact Us: Email info@medicalsuppliesandservices.com or call 847-696-6814. Include your order number, full name, item(s) to return, and reason for the return. |
| Step 2 — Receive Your RA Number: We will review your request and issue a Return Authorization (RA) number. Do not ship the item back without this number. |
| Step 3 — Ship the Item: Pack the item securely in its original packaging and write the RA number clearly on the outside. Ship immediately after receiving the RA number. |
| Step 4 — Inspection and Refund: Once received and approved, your refund will be issued to your original payment method within 7 to 10 business days. |
7. Rental Equipment Returns
Rental equipment is not subject to the standard return policy above, as rentals operate under a separate rental agreement.
For rental equipment, the following pickup terms apply:
| Rental Pickup Terms |
|---|
| Once your rental period is complete, our standard scheduled pickup time is 2:00 PM on your confirmed pickup date. Please ensure the equipment is ready and accessible at that time. |
| In some cases, our pickup team may experience delays beyond the scheduled time due to high order volumes and back-to-back fulfillment commitments. |
| Please do not remove the name tag attached to your rental item, as it is used by our team to identify and verify equipment during pickup. Removing it may cause delays or errors in the collection process. |
IMPORTANT (Rental Pickup):
| Important Pickup Notice |
|---|
| Standard pickup is scheduled at 2:00 PM. |
| Occasional delays may occur due to high order volumes — we will notify you if this happens. |
| Do not remove the name tag from your rental item at any time, as it is required for correct identification and pickup by our team. |
8. Restocking Fees
Certain product categories may be subject to a restocking fee which will be deducted from your refund.
Any applicable restocking fees will be communicated at the time your RA number is issued.
9. Cancelled Orders
Orders cancelled after the item has already shipped are subject to all standard return policies above.
You must accept the delivery, obtain an RA number, and ship the item back immediately to ensure it arrives at our facility within the 15-day return window.
10. Refunds
Once your return is received and approved, a refund will be issued to your original payment method within 7 to 10 business days.
Original shipping fees are non-refundable unless the return is due to our error.
CONTACT US
| Contact Information | Details |
|---|---|
| info@medicalsuppliesandservices.com | |
| Phone | 847-696-6814 |