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Returns

Easy Returns

Common Sense Return Policy

 Our Common Sense Return Policy means a convenient way to return or exchange any purchase.

At Medical Supply Depot and Repairs, our goal is that you are completely satisfied with your purchase. We take pride in the quality of the products we sell and offering great customer service is our top priority. However,
occasionally you may order a product that doesn’t work for you. If you are not completely satisfied
with your purchase, please follow the guidelines detailed below and we will be happy to assist you in

In order to expedite a return, please contact us for a Return Authorization (RA). Medical Supply Depot and Repairs cannot accept any unauthorized return without a previously issued RA.

When requesting an RA, please provide the representative with your Purchase Order Number (PO),
Model/Serial Number (when applicable), reason for return, and a valid email address. RA’s expire after
30 days of issuance.

Return Policy
Most merchandise can be returned within 30 days in unused, like-new, 100% saleable condition and in
the original manufacturer's packaging for a full refund via credit in any of our stores. If you choose not
to accept store credit, a small 10% restocking fee will be applied.

A refund will be issued to the original form of payment within 5-7 business days of receiving the
returned item at our warehouse.

All returns must be returned at the customer’s expense and must meet the following conditions:
Product must be in unused, like-new, 100% saleable condition - no cracks, scratches or dirty tires marks
on ramps.

Product must be returned in original manufacture’s packaging.

A Return Authorization (RA) must be requested from Medical Supply Depot and Repairs within 15 days of delivery of the product.

Once a Return Authorization has been received, products must be returned within 15 days.
If you are uncertain as to how your specific purchase is reflected in this policy, please contact us.

Total Refund Processing Time Includes:
5-10 business days for us to receive return from shipper
5 - 7 business days for us to verify and process your return
3-5 business days for the bank to post the credit back to your account.

Some products require a 25% restocking fee for returns. These include and are not limited to:
  • Lift chairs*
  • Power wheelchairs
  • Power Mobility – Scooters*
  • Hospital Bed Frames
  • Custom lightweight wheelchairs*
  • Unopened Cushions and Backs**
  • Unopened Bath Products**
  • Vehicle Lifts
  • Parts

*Special orders cancelled after 24 hours of purchase are subject to a 15% order cancellation fee.

Non-Returnable Items
  • Labor, Delivery and/or installation services
  • Custom-made items
  • Ultra Lightweight Wheelchairs
  • Sport Wheelchairs
*Special orders cancelled after 24 hours of purchase are subject to a 15% order cancellation fee.

**For hygienic reasons, the following products are NON-RETURNABLE:
  • Bath safety equipment (Including Rehab Shower Commode Chairs)
  • Bath lifts
  • Commode products
  • Mattresses, Overlays and Bedding.
  • Clothing and Shoes
  • Open or Used Cushions and Backs
  • Any food or supplements opened, whether individual or by the case.
  • Health and Beauty items
  • Diabetic supplies: Cannot be returned. All sales are final. Please contact the manufacturer if you have
  • any questions regarding defective items. Check your package for the manufacturer's name and contact
  • information.
Prescription medications and equipment: Please contact us if you have a question about returning
items requiring a prescription or if you have any questions regarding defective items.

PLEASE NOTE: Products returned without a Return Authorization number will NOT be credited.

Return Shipping
Unless an error was made by Medical Supply Depot and Repairs, return freight is the customer's responsibility. We will be happy to help you determine which shipping method to use once you have requested yourReturn Authorization number. We highly recommend insuring larger items for their retail value to protect against shipping damage.

Please be sure to carefully follow all return-shipping instructions that are included with your Return Authorization number. If an item is returned to the wrong address, Medical Supply Depot and Repairs reserves the right to charge for any additional shipping fees associated with shipping the item to the correct location.

Cancelled or Refused Items
Orders cancelled after the item has shipped are subject to all standard return policies. You must
accept delivery, obtain a Return Authorization number and ship the item back to the correct address.

This policy is the same for Refused Delivery orders. If delivery of an item is refused (unless refused due
to damage), return shipping costs are deducted from the issued credit and applicable restocking fees
will be applied. Second-Day and Next-Day shipping costs will not be credited if delivery is refused.

PLEASE NOTE: All Refused orders are subject to a standard $25 minimum return shipping fee that will
be charged in addition to any applicable restocking fees on all orders over $100 being shipped via
ground services (UPS, FedEx. Etc). A $100 minimum return shipping charge will be assessed in addition
to any applicable restocking fees to items traveling via LTL Freight.

Damaged / Defective Items
If you discover an item has been damaged in shipping, please refuse delivery. Then immediately contact us. A Return Authorization number is still required for refused deliveries. This will allow us to report to the manufacturer the damage and inform them the product is being returned.  Additionally, it allows us to immediately replace and re-ship a new product or credit you for the return.

If your item is defective, please contact us. We will arrange for the item to be repaired or replaced promptly.

Oversided Items
Oversized items such as lift chairs, clinical recliners, hospital beds, mattresses and power mobility products must be shipped via freight. To return an oversized item, please contact us and an associate will help you with the return process.

To ensure that your oversized item return is processed correctly, please follow these packing
instructions:
  • Box the item safely and securely.
  • Include the packing slip, all original packaging and all accessories.
  • Tape the box shut and secure it to the pallet it was previously delivered on (if applicable).
  • Follow the return instructions given to you by the returns department associate.
  • When the item is received at the warehouse, we will process your return request.

    If you are not requesting a replacement item, you will be credited less the applicable restocking fee and freight charges. If there was an error on our part related to your order, we will waive all restocking fees and applicable shipping charges and credit your account back in full.

Once your return is received, Medical Supply Depot and Repairs will issue a credit to the original form of payment within 5-7 business days. If you paid by check or money order, we will issue a check within 20 days.

Credits are submitted to the accounting team Thursday afternoons and processed weekly on Friday.  

Total Refund Processing Time Includes:
  • 5-10 business days for us to receive return from shipper
  • 5 - 7 business days for us to verify and process your return
  • 3-5 business days for the bank to post the credit back to your account.
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