Return And Refund Policy
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
We provide a 30 days return window. 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.
DELIVERY ACCEPTANCE
Once a product has been delivered and accepted at the specified delivery address, the sale is considered final regardless of who accepted delivery at that location. Customers are responsible for:
- Being available at delivery or ensuring authorized recipients are present
- Coordinating with all parties at the delivery location prior to delivery
- Any delivery accepted by anyone at the delivery address
Products delivered to addresses provided by the customer, or accepted by any person at the delivery location, are considered successfully delivered and are subject to standard return restrictions per manufacturer and company policy.
ELIGIBILITY & CONDITION REQUIREMENTS
To qualify for a return:
The item must be new, unused, unassembled, and in original packaging, with all original parts, manuals, tags, and accessories intact.
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.
Any item that has been installed, assembled, used, modified, or damaged is not eligible for return and will be refused.
Custom-built or special-order items are final sale and non-returnable once production has begun.
RETURN PROCESS
Request an RMA within your 7-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.
DAMAGED OR DEFECTIVE PRODUCTS
Please inspect your product carefully upon delivery. If the item is visibly damaged or the wrong item was sent, please refuse delivery with the carrier whenever possible.
If your item was delivered without a signature and you discover it is damaged or incorrect, notify us within 3 days at support@medshopdirect.com or 833-499-4450 so we can help you arrange for a prompt replacement or repair if eligible under the manufacturer's warranty.
For Truck Freight and White Glove Deliveries:
- When signing for delivery, note "Package Damaged" on delivery receipt if package appears damaged, even slightly
- If package appears significantly damaged, you may refuse delivery - notify us immediately so we can expect the return shipment
- If you accepted delivery and later discover missing or damaged parts, contact us immediately for free replacement parts (we typically have only a 48-hour window to file freight claims)
- If we cannot replace parts, our carrier will pick up the original package and send a full replacement
Products reported as damaged or defective after the 3-day inspection period may not be eligible for replacement.
If damage is verified and covered by the manufacturer's warranty, we will work with you to arrange for the product to be repaired or replaced at no charge.
Damage due to misuse, neglect, improper handling, or unauthorized modifications is not covered and may void your warranty.
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 minimum $75 fee per missed attempt, or the actual carrier charge, whichever is greater.
RESTOCKING FEES
All approved returns are subject to a minimum 30% restocking fee. Some manufacturers may charge higher restocking fees in line with their policies.
Higher Restocking Fees are in place for these specific Manufacturers/Vendors:
- Graham-Field (GF) - Restocking Fee is 35% if the product is returnable. If the manufacturer does not authorize the return, the item is non-returnable and no refund will be issued.
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.
HOSPITAL BEDS AND MATTRESSES
All hospital beds are exempt from return upon delivery due to hygienic reasons and manufacturer policies. Mattresses, mattress overlays, and bed foundations that have shipping damage upon delivery are eligible for repair or replacement - contact us immediately at support@medshopdirect.com or 833-499-4450. Defects reported after 72 hours of delivery will be covered under the manufacturer's warranty terms.
PARTS AND ACCESSORIES
Under no circumstances do we accept returns of parts that have been installed, assembled, or used. Verify compatibility prior to installation and use. Returns showing evidence of installation or use will be rejected with no credit issued, and return shipping costs will be charged to the customer.
Batteries are considered consumable parts and are not returnable for any reason. If your battery arrives damaged or has a manufacturer defect, we will replace it with the same specifications as ordered.
Authorized returned electrical items (such as controllers and control modules) may be tested for functionality before credits are issued.
For parts compatibility assistance, call 833-499-4450 with your unit's serial number. We can only provide parts support for products originally purchased from MedShop Direct.
EXCEPTIONS — NON-RETURNABLE PRODUCTS
Products Under $25 Are Non-Returnable:
MedShop Direct does not accept returns on items that cost less than $25. We have implemented this policy because the costs associated with processing returns on low-price items exceed the item value for all parties involved.
Products manufactured by these Vendors are Non-Returnable:
- Accessibility Professionals (ACC) will not accept product returns
- Access-Able (AA) does not accept product returns
- Air Hawk (AIRH) does not accept product returns
- Aqua Swivel (AQS) does not accept product returns
- Bemis Independence (BEM) does not accept product returns
- BLZ Technology Co, Ltd (BLZ) does not accept product returns
- Intensive Therapeutics Inc (ITI) does not accept product returns
- jFit (JFT) does not accept any product returns
- HealthPedal (HEP) does not accept product returns
- Kyrios Suit (KYR) does not accept product returns
- LIFE Corporation (LFC) does not accept product returns
- Mackworth USA (MAC) does not accept product returns
- MedaCure (MCR) does not accept product returns
- Meditrac (MTR) does not accept product returns
- MJM International (MJM) does not accept product returns
- MOBB Health Care (MOB) does not accept product returns
- Precision Medical (PM) does not accept returns after the product package has been opened
- RCAI - Restorative Care of America (RC) will not accept returns if the package has been opened
- Responsive Respiratory (RRI) does not accept any product returns
- Skil-Care (SKC) does not accept returns, due to the products being hygiene oriented single patient use products
- The Independence Beds / Customatic Technologies (IND) does not accept product returns
- Trionic (TNC) does not accept returns on any items
- Tivasol (TIVI) does not accept returns on any items
Product Categories that are Non-Returnable:
- Accessories/Parts/Replacement-Parts - (cannot be returned - special order item)
- Custom Ordered Ramps - (cannot be returned - special order item)
- Anything open, used, or tried-on - (cannot be returned)
- Hygiene products / toileting products / bathroom products / body braces / foam cushions / wheelchair cushions / stockings / splints - Products that come in contact with the human body cannot be returned as they are single-use patient items per cross-contamination laws
- Bed Mattresses, Low Air Loss & Alternating Pressure Mattresses - (cannot be returned - special order item)
- CPAP machines / BIPAP machines - (cannot be returned)
- Custom Wheelchairs - (cannot be returned - special order item)
- Custom Strollers - (cannot be returned - special order item)
- Hospital Beds - (cannot be returned - special order item)
- Hoyer Lifts - (cannot be returned - special order item)
- Lift Chairs - (cannot be returned - special order item)
- Open Box Items - (cannot be returned as they are discounted and designated as final sale items)
- Overlay Mattresses - (cannot be returned - due to hygiene laws)
- Oxygen Concentrators - (cannot be returned - special order item)
- Patient Lifts - (cannot be returned - special order item)
- Raised Toilet Seats and Commodes - (cannot be returned - due to hygiene laws)
- Shower Chairs and Bath Seats - (cannot be returned - due to hygiene laws)
- Scooters - (cannot be returned - special order item)
- Clinical furniture items - (cannot be returned - special order 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:
Fully electric or custom-configured hospital beds
Transfer Master branded products (all Transfer Master beds and accessories are final sale)
Bariatric or specialty beds with non-standard sizing
Adjustable or custom lift chairs with upgraded fabrics, heat and massage, PowerPillow, extended footrests, or non-standard controls
Icare branded products (all Icare beds and accessories are final sale)
Certain scooters, power chairs, and patient lifts with custom add-ons
Stairlifts, vehicle lifts, or other installation-based equipment
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:
Bath safety equipment (e.g., commodes, grab bars, shower chairs)
Mattresses, mattress overlays, or bed cushions
Slings, patient transfer aids, or other body-contact lifting devices
Seating products, support cushions, and backs
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 30% 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:
Hospital beds and related bed parts
Lift chairs
Scooters and power wheelchairs
Standard manual wheelchairs (excluding custom-built, which are non-returnable)
Rehab shower commode chairs
Parts and accessories
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 may be cancelled within 8 hours of placing the order, provided the order has not already entered fulfillment.
After the initial 8-hour window, your order is considered in fulfillment and may be subject to a 30% cancellation fee if cancellation is still possible.
Transfer Master beds, hospital beds, and other custom medical equipment cannot be cancelled once production has begun per manufacturer policy.
Once an order has entered fulfillment, standard return policies and restocking fees apply if the item is eligible for return.
WEBSITE ACCURACY AND PRICING ERRORS
We make every effort to ensure product descriptions, dimensions, images, and prices are accurate. However, if a pricing error occurs, we will promptly notify affected customers. MedShop Direct reserves the right to cancel orders or modify quotes if substantial database pricing errors are discovered.
Products may vary slightly in design or color from website images due to manufacturer upgrades, modifications, or new version releases. Unless product functionality is directly impacted, refunds will not be issued for minor aesthetic variations.
All prices are subject to change without notice.
COLOR ACCURACY DISCLAIMER
Due to variations in computer monitors and display settings, color samples may appear different on various devices. We cannot guarantee that colors displayed on your screen accurately represent the actual product colors. We recommend ordering fabric samples when available for color-critical purchases. Even physical samples may have minimal variations from the finished product per manufacturer specifications.
PROTECTION PLANS
Protection Plans are non-refundable once the item has been delivered. Please carefully review Protection Plan terms and conditions before purchase.
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.
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