What is your return policy?
We understand that for whatever reason, sometimes orders just don't work out. Fortunately, we do our best to ensure a quick and easy return process.
Most merchandise may be returned for any reason within 30 days of delivery. The merchandise must be unused and in 100% restockable condition, in its original packaging, with all applicable components included. Items that have been opened or damaged, or show visible signs of use, may be denied a refund or exchange. Medex Supply reserves the right to deny return requests at our discretion.
IMPORTANT NOTE: please contact us before returning any items. Products that are returned without a return authorization number will not be accepted. To receive a return authorization number, send us an e-mail with your order number, preferred contact information, and the reason for the return. You should receive a response within 1 to 2 business days.
Once a return authorization number as been assigned to you, ship the item back to us via traceable method with the shipper of your choice. Please note that, with the exception of a delivery error or defective item, the customer is responsible for the cost of return shipping.
Merchandise credits and refunds will be issued for the original purchase price once the item(s) are received and processed. Original shipping fees are not refundable.
The following items are not eligible for return or exchange:
- Hygienic items (i.e. toilet accessories, pillows, commodes, braces, etc)
- Refrigerated items
- Custom-made products, including narcotics cabinets and exam room furniture
- Special order items
- Clearance items
- Items with expiration dates (i.e. diabetic test strips, sterile wipes)
- Items that are classified as hazardous material
- Oversized item that ship via freight
- Items purchased with store credit
Products that are non-returnable are marked as such on our website. If you are unsure whether or not a product is returnable, contact our customer service department before placing an order.
Defective Items If your item isn't working properly, please check the product manual. You can usually find troubleshooting and "getting started" information there. However, if troubleshooting doesn't work, please send us an e-mail with your order number, contact information, and a description of the defective item. We will do our best to assist you.
If it has been more than 30 days since you received your order, or if you need replacement parts, service, warranty information, MSDS forms, or any other additional assistance, please contact the manufacturer directly.
Exchanges When making an exchange, your return refund will automatically be calculated and applied to your exchange order. Your exchange item will be shipped once the return has been received and credited. You'll just need to obtain and RMA to send your original item back within 30 days after it's received.
We currently only offer exchanges for items of the same price. If the item you wish to return doesn't have an exchange return option, you will need to return the original item and place a new order.
Items Received in Error If you receive a wrong item, please send us an e-mail with your order number, contact information, and the item number of the product you received for further assistance.
International Returns We will accept returns within 30 days after an order has been received. E-mail us to set up a return, as returned items cannot be accepted without prior approval. Please see our standard return policy for more information.
Calculating Refunds Any product that you purchase may be subject to a restocking fee. Listed below includes, but not limited to, a list of vendors that charge a restocking fee.
Return Restocking Fees by Vendor
- Bed Wetting Store: 25%
- Bierley Electrons: 15%
- Brondell: 15%
- Carex: 25%
- Comfort Line: 15%
- Detecto: 25%
- DeVilbiss: 25%
- Duromed: 20%
- Graham Field: 25%
- Health Craft: 20%
- HomeCare Products: 15%
- Honest Green: 15%
- Huntleigh: 15%
- Invacare: 25%
- Joerns: 30%
- Juzo: 15%
- MDF Instruments: 15%
- Medi USA: 20%
- Medline: $25 minimum
- Millenial Medical: $10 minimum
- MJM: 15%
- Pet Stores: 15%
- Posey: 25%
- Salter Labs: 25%
- Seca: 30%
- Smiths Medical: 20%
- Span America: 25%
- Truform: 20%
- iWalk: 40%
- Drive Medical: 15%
Refund Processing Time: How long it will take to receive your refund depends on the method of payment.
- Credit Card: 3 to 5 business days
- Check: 10 to 14 business days
- Gift Certificate/Store Credit: 3 to 5 business days
- PayPal: 3 to 5 business days
- Google Wallet: 3 to 5 business days