30 Day Rehabmart Return Policy / Vendor Restocking Fee Policy:

Restocking Fee is 30% unless otherwise published. Details below:

Damaged Merchandise Return Policy:
When you receive RehabMart merchandise from the shipping company, please examine it carefully. If you receive a damaged box, examine the contents immediately and refuse the delivery if the merchandise is damaged. If, after accepting the product you discover damaged merchandise, please call 1-800-827-8283 or email us at returns@rehabmart.com to report the damage. A product replacement will be sent out at no additional charge.  You will normally be instructed to return the damaged product to the manufacturer at the manufacturer’s expense. But first, RehabMart will need to issue you a Return Authorization Number and a specific return shipping address. The return shipping address varies. We have warehouses all over the country. Most manufacturers issue return-call-tags, but some do not. Occasionally, a manufacturer will request that you discard a product if it is damaged beyond repair. The manufacturer may not want the product back, and under this “rare” circumstance, it is Rehabmart policy that it will be the customer's responsibility to discard or recycle the product at a local waste management facility. We ask however, that all customers wait for instructions from Rehabmart before discarding any product. The customer must have the product in possession to prove that damage has occurred in order to initiate a damaged merchandise return.  Occasionally a manufacturer will make changes to a product shown online at RehabMart.com;  Rehabmart is not responsible for minor manufacturing / manufacturer design changes that may occur with a product. Rehabmart is not responsible for slight variations in color that may exist in certain products.

NON-Damaged Merchandise Return Policy:
Products cannot be returned if they have been used, soiled, or if the packaging is destroyed.  The product must be in new, resalable condition.  
Please check merchandise when received and report any damage to the shipping company and to Rehabmart within 48 hours.  All returned products require a Return Authorization Number (RA#).  Without an RA# clearly marked on the outside of the box, returned products will be refused and returned to the sender.

Hygiene Products are Non-Returnable:
Hygiene products which relate to personal hygiene and self care are generally non-returnable.   Hygiene products, toileting products, bathroom products, body braces, eggcrate cushions, wheelchair cushions, stockings, splints and products that come in contact with the body; cannot be returned - they are single use patient items.  No hygiene product can be returned if the package has been opened per Public Health Policy and per Rehabmart Policy.  Additionally, our distribution partner, Sammons Preston does not accept returns on any medical hygiene product whether the package is opened or not.  Sammons-Preston hygiene products which are non-returnable are indicated as non-returnable on the product-end-web-page at the time of purchase.   Rehabmart will make every effort to provide detailed descriptions and disclaimers regarding the return policy for each hygiene product that we offer in the product description box.

Email:  returns@rehabmart.com  to receive a Return Authorization Number (RA#).
Rehabmart Phone#: 800-827-8283

Products ordered and then refused by a customer at their address or returned without contacting Rehabmart for a Return Authorization Number will incur an automatic 35% re-stocking fee; unless you  have been authorized by RehabMart customer service to refuse delivery of the product.

The RehabMart restocking fee is 30% unless otherwise published.  But, there are many manufacturer exceptions listed below:

Special Vendor Restocking Fees:
Access-Able, Fabrication Enterprises, Invacare Corporation, Sunrise Medical Corporation, Healthcraft Corporation and others listed below charge RehabMart an exceptional re-stocking fee on all items. RehabMart could not stay in business and serve it's customers if it were to incur exceptional losses with re-stocking fees. This is why we must pass these restocking fees along to our customers.

Higher Restocking Fees are in place for these unique Manufacturers/Vendors:
Restocking Fee for Access-Able (AA) is 50% if not used and in new condition.
Restocking Fee for Fabrication Enterprises Inc. (FEI) is 35%
Restocking Fee for Graham-Field (GF) is 35%
Restocking Fee for Hausmann Industries (HAU) is 35% if returnable - Most Hausmann products are custom-order-items and are therefore; non-returnable.
Restocking Fee for Clinton Industries (CLI) is 35% if returnable - Most Clinton products are custom-order-items and are therefore; non-returnable.

Non-Returnable Manufacturer Product Lines: Products manufactured by these Vendors are Non-Returnable:
Drive Medical (DRV) no longer accepts returns on their products.
Responsive Respiratory (RRI) no longer accepts returns on their products.

Many of our Medical Product Manufacturers' reserve the right to refuse the return of open box items:
If the box and/or packaging have been opened; some manufacturers will refuse return of the product. This primarily applies to products which are worn or those items which come in contact with the human body. Returned items must be in new, resalabe condition.

Returns Not Accepted on Under $20 items:
RehabMart does not accept returns on items that cost less than $20. For example, a 27" reacher costs $16.95 on the website. This item falls beneath the $20 cost line -- So the 'reacher' is non-returnable. We have implemented this return policy on low-price items because it simply costs our company too much to accept returns on these items. We have very small margins on these "low-cost" items and to accept returns on small items, we would incur operational losses which are impossible for the company to absorb if it is to stay in business and continue serving patients, clients, and customers. Of course, we will always accept a return on items that are damaged or defective upon delivery. 

Return Instructions:
If you decide you need to return an item that meets the criteria for return, we are happy to help you through the return process. You will need to obtain a Return Authorization number from us. You will then need to coordinate shipping the products back to a warehouse address that we have provided. It's really a simple process. Please use the following steps to help us take care of you!

1. To receive your Return Authorization number, please send an e-mail to returns@rehabmart.com or give us a call at (800) 827-8283. Be prepared to tell us:
       A.  Your Order Number (found in the email invoice confirmation) 
       B.  Name of the Product and Quantity you would like to return
   
   We will honor your return so long as the date of your e-mail or call is within 30 days of the date of your purchase.  Unless we sent you the wrong merchandise, you will be responsible for return shipping charges. There are a few items which are non-returnable secondary to federal law and vendor restrictions.  See the specific non-returnable item list below. 
2. Upon receipt of your e-mail or speaking with you, we'll promptly give you a Return Authorization number and the shipping address of the vendor or manufacturer warehouse. (The return shipping address does vary with each product - so be sure to inquire about the proper address to use.) Remember to email us @ returns@rehabmart.com   
3. We cannot accept any package without a Return Authorization number on the outside label of the package!  
4. For your protection, return the merchandise via a traceable form of shipping (UPS, FedEx, USPS with Delivery Confirmation, etc.) in new, resalable condition; containing (in New Condition) all of the manufacturers' original packaging, accessories, warranties, instruction manuals, etc. As a precaution, you may want to purchase shipping insurance - because we are not responsible for product damages incurred during the return of a shipment. 
5. Once the product has been received by the Rehabmart vendor or manufacturer-warehouse, we will credit your bankcard/credit card, minus any applicable re-stocking fees. Please allow approximately four weeks for the credit to appear on your credit card statement.
6. There are return policy exceptions which apply to the sale of the items listed below. Please see the section listed below to read about return policy exceptions. Other exceptions are listed beside individual product descriptions on the product's respective web page. 

Vendors and Manufacturers who do not allow product returns. Below is the list of non-returnable items and manufacturers who do not accept returns:

1. Lift chairs  - (cannot be returned - special order item)
2. Hospital beds -  (cannot be returned - special order item)
3. Overlay Mattresses (which overlays on a bed)  -- (cannot be returned)
4. Bed Mattresses - (cannot be returned - special order item)
5. Scooters - (cannot be returned - special order item)
6. Oxygen Concentrators - (cannot be returned - special order item)
7. Patient Lifts - (cannot be returned - special order item)
8. Hoyer Lifts - (cannot be returned - special order item)  
9. CPAP machines / BIPAP machines - (cannot be returned)  
10. Hygiene products / Toileting products / Bathroom products / body braces / eggcrate cushions / wheelchair cushions (used) / stockings / splints / products that come in contact with the body - (cannot be returned - they are single use patient items). Cross-Contamination Law is enforced.
11. Body-Solid Products are non-returnable. If you receive damaged items, they will be replaced by the manufacturer: Body Solid. Items covered by warranty will be repaired by a qualified service technician. Service appointments will be coordinated by Body Solid and Rehabmart.
12. Furniture pieces by Clinica are non-returnable as they are special order products.
13. Furniture piecs by Hausmann are non-returnable as they are special order products.
14. Products by IPU and MJM are non-returnable as they are custom built per customers specifications.
15. Furniture by ICC are non-returnable as they are custom built per customers specifications.

Additionally, RehabMart.com cannot accept returns on any product that has been worn on a human body.  Items such as hand splints, heel protectors, stockings, neoprene wraps, egg crates, and bed-overlay mattresses are single-use patient items and cannot be returned because of state and federal laws preventing such.

For all product return request's, the customer has 30 days from the delivery date, to contact Rehabmart.com. RehabMart will then contact the manufacturer of the product. The manufacturer reserves the right to repair the damaged or defective product in one of three ways: 

1. The manufacturer may send you out a replacement part to repair the malfunction,
2. The manufacturer may send out a service technician to assist in the repair,
3. The manufacturer may issue a return authorization number and have the product returned to the factory.

Lift chairs and scooters are special order items. Lift Chairs, scooters, and Hospital Beds cannot be returned just because they do not match the customer's satisfaction (i.e. color). They may only be repaired or returned @ the manufacturers discretion. All written product warranties will be honored by the product manufacturer. 

International Orders Cannot Be Returned:
International orders cannot be returned - all sales are final with respect to International orders.  We have a 30 day return policy on domestic (US) orders, but this is not possible with International orders.  Rehabmart purchases shipping insurance on all international orders to cover shipping damages which may occur to products during international shipment.  If your product is damaged, notify us upon arrival of the product.  We will file an insurance claim with the shipping vendor so that the damaged product(s) can be replaced.  If a product is returned as unclaimed on an international shipment; shipping fees and product restocking fees will apply.  International customers are responsible for customs, taxes, and levies which may be assessed by the local government upon importation of the product into the customers respective country. 

Rehabmart Parts Replacement Policy:
Rehabmart reserves the right to refer the customer to the actual product manufacturer when replacement parts are needed. Rehabmart will provide its customers with manufacturer contact information and when directed by Rehabmart to do so, the customer will need to speak directly with the product manufacturer in order to obtain replacement parts that were mistakenly omitted from a shipment, damaged during shipment, or to replace parts that malfunction while covered by a manufacturers warranty.

Manufacturer's Warranty Policy:
Rehabmart does not support or endorse any products' manufacturer warranty.  Manufacturers warranties are offered solely and explicity by the manufacturer of a particular product.  Customers should complete and mail-in the warranty support card on each product purchased when applicable.  Customers should call the product manufacturer directly when requesting product warranty support. 

Disclaimer Regarding Website Errors:
We make every effort to ensure that descriptions, dimensions, pictures and prices are accurate in our database. Should a pricing error arise we will make every attempt to inform the customer.  However, Rehabmart reserves the right to supply or not to supply a product.  Products may vary slightly in design and/or color from the illustrations and are subject to change without notice.  Prices are subject to change without notice.