All customers and individual transactions will fall under this policy unless dismissed by a written, signed, and notarized agreement, including any specific terms and conditions for returned goods. We reserve the right to abrogate any return that does not comply with the terms set forth in this policy.
Non-returnable Items:
- Custom Items, Patient Home Direct, Kaumographed, Embroidered and/or Altered Textiles, Cubicle Curtains & Accessories, Shower Curtains & Accessories, Carts, cart covers, Laundry Bags, Capital and Sanitary Equipment, Mattresses, and all Made-to-Order items CAN NOT be returned.
Defective Items / Items Shipped in Error:
- A product found to be defective or shipped in error may be returned. Any items that are damaged will require special inspection and/or documentation that would allow Medical Supply Pros to file a claim with the respective carrier/manufacturer.
Any and all other returns MAY be subject to a restocking fee as listed in the chart below.
Returned Goods Authorization (RGA) is required for all returns. Any items received without prior notice/authorization will be subject to review by an agent, and a credit may not be issued. To receive an RGA customer must email the support department. If you should decide to keep your product once the RGA number is issued, please notify us by contacting the support department, and we will gladly cancel the RGA.
A determination will be made once the item is received in our warehouse or our vendor’s warehouse, and the returns may be rejected due to the physical condition of the item/items. The following terms and conditions apply when returning products that are not defective, damaged, or a shipping error:
- All items must be received in unopened cases and be intact with the original packaging.
- Items with “piggyback labels” will not be accepted (such items fall under the “made to order category”).
- The expiration date on all nutrients have a shelf life of not less than six months from the date received in our warehouse.
- Expired items may not be returned, and
- If the items are received at the warehouse which is not in salable condition due to any improper storage, spoilage, or damaged packaging are not returnable.
All returns that are not for the reason of defect, damage, or error will be subject to the following restocking amount, based on the date of the original invoice:
| RETURN FROM DATE OF INVOICE | RE-STOCKING FEE |
|---|---|
| 0 – 30 Days | 10% |
| Over 30 Days | Not returnable |
Your RGA authorization will be provided with instructions on contacting the carrier, costs relating to freight, and/or restocking fees as applicable. These fees will be deducted from the credit issued. All quality issues, damaged products, or returns that are the result of a shipping error will be returned at our expense.
A qualified refund will be issued to the original form of payment within 15 days of receiving the returned item at our warehouse.
Order Cancellation Policy
All orders are automatically processed on our secure merchant processor and sent for shipment as soon as they are placed. During this process, we incur irreversible fees. Therefore, while we understand that orders might need to be changed sometimes, we are unable to do it free of charge after a certain point. We strictly adhere to the following cancellation policy:
- If you cancel your order BEFORE it has been shipped, you will be assessed a 10% cancellation fee before credit is issued.
- If you cancel your order AFTER it has been shipped, the cancellation will have to be treated as a Return with all applicable fees.
- Orders that are REFUSED AT DELIVERY will be assessed all of the applicable fees listed above – including restocking, cancellation, and other applicable fees.