Return & Refund Policy

At Medical Supplies and Services, your satisfaction is our priority. We accept returns for both defective and non-defective products. Items must be shipped back to us within 30 days of the date your order is delivered. Eligible items must be unused and in their original packaging. Return shipping is paid by the customer for change-of-mind returns; if an item is defective, damaged, or incorrect, we cover the full cost of return shipping. Approved refunds are issued to your original payment method within 7 to 10 business days.

1. Return Window

You have 30 days from the date of delivery to return an item. The item must be shipped back to us (postmarked) within 30 days of the date your order was delivered.

A Return Authorization (RA) number is required before shipping. Please contact us as early as possible within the 30-day window  we issue RA numbers within 1 business day of your request. Items shipped more than 30 days after delivery cannot be accepted.

2. Return Eligibility

To qualify for a return, your item must meet all of the following conditions:

• The item is shipped back (postmarked) within 30 days of the delivery date.
• 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.

The unused-condition requirement applies to change-of-mind returns. Items that are defective, damaged in transit, or incorrectly shipped remain eligible for a refund or replacement even if they have been used.

3. Non-Returnable Products

For health, safety, and hygiene reasons, the following product categories cannot be returned once opened or used:

• 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 any accessory that comes 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.

Unopened items in these categories, still sealed in their original packaging, may be returned under the standard 30-day policy. If any item  including items in these categories  arrives defective, damaged, or is not what you ordered, it is always eligible for a replacement or refund.

4. Exchanges

We accept exchanges within 30 days of delivery for items that are unused and in their original packaging  for example, exchanging a walker or wheelchair for a different size or model.

To request an exchange, contact us at info@medicalsuppliesandservices.com or 847-696-6814 with your order number and the item you would like instead. We will issue a Return Authorization (RA) number and arrange the exchange. For change-of-mind exchanges, the customer pays the return shipping cost. If the item was defective, damaged, or incorrect, we cover all shipping costs. Products listed as non-returnable in Section 3 are not eligible for exchange once opened or used.

5. Return Shipping Costs

The cost of return shipping depends on the reason for the return:

Return Situation	Who Pays Return Shipping
Item damaged during delivery	Medical Supplies and Services pays the full return shipping cost.
Item damaged or defective on our side	Medical Supplies and Services pays all delivery and return shipping charges.
Wrong item sent by us	Medical Supplies and Services pays the full return shipping cost.
Change of mind or customer ordering error	The customer pays the return shipping cost.

Original outgoing shipping fees are non-refundable unless the return is due to our error.

6. Damaged or Incorrect Items

Please inspect your order immediately upon delivery. If you receive a damaged or incorrect item:

• 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 we will cover all return shipping costs.
• Please keep the original packaging, as it is required for any damage claim.

7. How to Request a Return

Step 1 — Contact us. Email info@medicalsuppliesandservices.com or call 847-696-6814. Include your order number, full name, the item(s) you wish to return, and the reason for the return.

Step 2 — Receive your RA number. We will review your request and issue a Return Authorization (RA) number. Please do not ship the item back without this number.

Step 3 — Ship the item. Pack the item securely in its original packaging, write the RA number clearly on the outside, and ship it (postmarked) within 30 days of your delivery date to:

7080 N. McCormick Blvd, Suite #W19G, Lincolnwood, IL 60712

Step 4 — Inspection and refund. Once your return is received and inspected, an approved refund will be issued to your original payment method within 7 to 10 business days.

8. Restocking Fees

A restocking fee of 15% of the purchase price applies to change-of-mind returns of the following categories: hospital beds, lift chairs, mobility scooters, and power wheelchairs. The fee is deducted from your refund.

No restocking fee applies to items that are defective, damaged in transit, or incorrectly shipped.

9. Order Cancellations

Orders cancelled before shipping are refunded in full to the original payment method.

Orders cancelled after the item has shipped follow the standard return policy above: accept the delivery, request an RA number promptly, and ship the item back (postmarked) within 30 days of the delivery date. Return shipping for cancelled-after-shipping orders is paid by the customer unless the cancellation was due to our error.

10. Refunds

Once your return is received and approved, your refund will be issued to the original payment method within 7 to 10 business days. Depending on your bank or card issuer, it may take additional days for the refund to appear on your statement.

If a returned item arrives with missing accessories, damage, or clear signs of use beyond what was disclosed, we may issue a partial refund reflecting the reduced value, or return the item to you at your expense.

Original outgoing shipping fees are refunded only when the return is due to our error.

11. Rental Equipment

Rental equipment is not covered by this return policy. Rentals operate under a separate rental agreement, including scheduled pickup at the end of your rental period. Please see our Rental Agreement for full rental terms, or contact us with any questions.

Contact Us

Medical Supplies and Services
7080 N. McCormick Blvd, Suite #W19G, Lincolnwood, IL 60712
Email: info@medicalsuppliesandservices.com
Phone: 847-696-6814