MedShop Direct — Return & Refund Policy
Last updated: [7/3/2025]
Thank you for shopping with MedShop Direct. We want you to be completely informed about how returns and refunds are handled. Due to the specialized nature of medical equipment, strict hygiene standards, and manufacturer requirements, we maintain clear policies to protect all customers. Please read this carefully.
RETURN REQUEST TIMEFRAME
You must submit your return request within 7 calendar days of receiving your order. Requests made after this period will not be eligible for return.
Once your return is approved and a Return Merchandise Authorization (RMA) is issued, the item must be received back to the address provided within 30 days. Returns received after this timeframe may be refused.
You must contact us first to obtain a Return Merchandise Authorization (RMA) at support@medshopdirect.com or 833-499-4450.
Returns sent without an authorized RMA will be refused and no refund will be issued.
ELIGIBILITY & CONDITION REQUIREMENTS
To qualify for a return:
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The item must be new, unused, unassembled, and in original packaging, with all original parts, manuals, tags, and accessories intact.
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Indications of use include, but are not limited to: scratches, cracks, dirt, pet hair, odors, signs of installation, wear to cushions, rails, or fabric, or missing accessories.
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Any item that has been installed, assembled, used, modified, or damaged is not eligible for return and will be refused.
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For hygiene and patient safety reasons, certain products are non-returnable once opened, including but not limited to: mattresses, cushions, slings, bedding, incontinence supplies, bath safety items, compression garments, or any product that contacts the body or bedding.
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Custom-built or special-order items are final sale and non-returnable once production has begun.
RETURN PROCESS
Request an RMA within your 3-day window by emailing support@medshopdirect.com or calling 833-499-4450. Include your order number, name, and the item you wish to return.
Once an RMA is issued, you must ship the item to the address provided within 14 days. Returns received after that timeframe may be refused.
Returned products will be inspected for damage and signs of use. If an item shows any signs of use or damage, no refund will be issued. If your item is not eligible for return after inspection, we will contact you. You will be responsible for return shipping if you want it shipped back to you.
RETURN SHIPPING & COSTS
Return shipping is your responsibility. We strongly recommend using a trackable, insured method.
If your order included “free shipping,” our original outbound shipping cost will be deducted from your refund.
If we arrange a prepaid return label at your request, that cost will also be deducted from your refund.
Outgoing freight and delivery service fees (Next-Day, Overnight, White Glove Delivery, or Tech Set-Up) are not refundable.
Missed scheduled carrier pickups may incur a $10 fee per missed pickup.
RESTOCKING FEES
All approved returns are subject to a minimum 20% restocking fee. Some manufacturers may charge higher restocking fees in line with their policies.
Restocking fees cover inspection, processing, and repackaging costs.
UNAUTHORIZED RETURNS
Returns sent without an authorized RMA number will not be accepted or refunded.
If an unauthorized return is received, you must pay for return shipping back to you within 3 days or the item will be disposed of without credit.
EXCEPTIONS — NON-RETURNABLE PRODUCTS
Certain products are custom-built, special-order, or final sale per manufacturer policy and are non-returnable once an order is placed or production has begun. Examples include but are not limited to:
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Fully electric or custom-configured hospital beds
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Bariatric or specialty beds with non-standard sizing
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Adjustable or custom lift chairs with upgraded fabrics, heat and massage, PowerPillow, extended footrests, or non-standard controls
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Icare branded products (all Icare beds and accessories are final sale)
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Certain scooters, power chairs, and patient lifts with custom add-ons
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Stairlifts, vehicle lifts, or other installation-based equipment
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Open-box or clearance items
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Parts that have been installed, assembled, or used
For hygiene and patient safety reasons, the following products are non-returnable once opened, even if unused:
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Bath safety equipment (e.g., commodes, grab bars, shower chairs)
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Mattresses, mattress overlays, or bed cushions
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Slings, patient transfer aids, or other body-contact lifting devices
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Seating products, support cushions, and backs
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Any product that comes into direct contact with skin, bedding, or bodily fluids
Returned products that are eligible for refund are subject to a minimum 20% restocking fee. Restocking fees may be higher (up to 50%) for certain manufacturers or special-order items. Items that commonly carry restocking fees include but are not limited to:
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Hospital beds and related bed parts
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Lift chairs
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Scooters and power wheelchairs
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Standard manual wheelchairs (excluding custom-built, which are non-returnable)
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Rehab shower commode chairs
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Parts and accessories
DAMAGED OR DEFECTIVE PRODUCTS
If your item arrives damaged or incorrect, inspect it immediately.
If the product is visibly damaged or incorrect, please refuse delivery.
If delivered without a signature, notify us within 3 days at support@medshopdirect.com.
If damage is verified and covered by the manufacturer’s warranty, we will arrange for prompt replacement or repair.
Damage due to misuse, neglect, or unauthorized modifications is not covered.
REFUND TIMELINE
Refunds will be processed only after the item is received, inspected, and approved.
Please allow up to 14–30 business days from receipt for inspection and refund processing.
Refunds may take 1–2 billing cycles to appear on your credit card statement.
Refunds will be issued minus the restocking fee, our original shipping cost (if your order included free shipping), any prepaid return shipping costs, and payment processor fees (typically 2.9% + $0.30).
CANCELLATIONS
Orders cancelled after the item has shipped are subject to all standard return policies.
Orders in fulfillment may be subject to a 10% cancellation fee.
Custom-built or made-to-order items generally cannot be cancelled once production has begun.
CREDITS
Approved refunds will be issued to the original payment method.
If you paid by check or money order, refunds will be issued by check within 30 days.
QUESTIONS
If you have any questions about this policy or wish to request a return:
support@medshopdirect.com
833-499-4450
POLICY UPDATES
MedShop Direct reserves the right to update this policy at any time to reflect manufacturer requirements and industry best practices. By placing an order, you acknowledge and agree to these terms.
