The standard Rehabmart return window is 30 days unless otherwise published and the standard restocking fee is 30% unless otherwise published. However, there are many return and restocking exceptions listed below. Additionally, all Rehabmart Policies including the Pricing Error Policy, Order Cancellation Policy, Damaged Merchandise Policy, Prescription Policy and other General Policies are listed here, section by section, on our official policy notifications page.
Summarized Rehabmart Return Policy Found At Shopping Cart/Order Checkout:
I agree that upon placing my Rehabmart order and checking this confirmation box, I am accepting the terms & conditions of the Rehabmart Return Policy, Shipping Policy, Order Cancellation Policy, Prescription Policy, Product Restocking Fees Policy and all other Rehabmart policies found online at https://www.rehabmart.com/returns/ I understand that there is a restocking fee for many items, and that cross-contamination laws prevent the return of all bodily worn items. Some medical devices are non-returnable and are clearly marked as so on the product end page. I understand that I am responsible for emailing the Rehabmart Returns Team at returns@rehabmart.com to obtain a Return Authorization Number (RA#) and return shipping instructions. If there is no response from Rehabmart after 2 business days, there is a chance that your email was trapped in a SPAM filter, so please make sure to call Rehabmart Returns at 1-800-827-8283 to verify receipt of your Return Authorization email request. Furthermore, I understand that the cost of shipping an item back to the distribution warehouse is my responsibility and that all returned items must be received in new, resalable condition. Click here to view all Rehabmart Policies
Order Cancellation Policy:
All orders, which are canceled by the customer, will incur warehousing vendor restocking fees. When the customer
places an order with Rehabmart, often it ships the same day from the warehouse and within hours of the order being placed.
If the customer calls to cancel an order, but your goods are already in transit, then a restocking fee along with all
inbound/outbound shipping charges will apply. This is necessary because the item has already been manufactured, picked, packed, and
has left the warehouse on a delivery vehicle.
Orders which ship via LTL (Less Than Truckload) freight cannot be cancelled after the item has departed the warehouse.
Please allow us to explain the complexities and high costs of shipping freight over-the-land across vast
distances within the Unites States of America. Freight companies charge hundreds, even
thousands of dollars to ship an LTL item one way on freight trucks. Therefore, attempting to cancel an order
shipped via overland freight after the item has left the warehouse on a truck is not possible without incurring
significant freight charges, redirection return fees, and warehouse restocking fees. Rehabmart Policy informs that the customer
shall assume full responsibility for all inbound/outbound Freight Fees plus Warehouse Product Restocking Fees for any items
shipping via LTL/Freight which are canceled by the customer. When you agree to the purchasing and shipping of a freight
item on the Rehabmart.com website, you are agreeing to this policy when you tick the policies agreement tickbox
during the shopping cart checkout process.
Just in Time Manufacturing Cancellation Policy:
Just in Time Manufacturing products are custom manufactured per customer specifications.
All custom orders which are in the production cycle at the manufacturing facility cannot be canceled.
For example, when you order a custom medical furniture item, your chosen specifications, your chosen options,
your fabric choice and your color choices are all unique to your individual needs.
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 delivery if the merchandise is damaged. If,
after accepting/signing for a product, you discover damaged merchandise, please
call 1-800-827-8283 within 48 hours to report the damage and initiate the return
authorization request. Failure to report shipping damages within 48 hours of product
delivery will result in Rehabmart not being able to replace, return, or refund your damaged goods.
The freight company normally requires the customer to sign a document which verifies goods were
delivered in acceptable, undamaged condition.
Please take photos and document your products' shipping damage thoroughly, as this will allow Rehabmart,
the manufacturer or distributor
to file an insurance claim with the freight/logistics shipping provider to initiate reimbursement
for your freight-damaged item.
If the insurance claim is denied because the customer signs the proof of delivery, as being clean, with no
exceptions and
without notating any damage, please be aware that
the freight company will typically deny such claims. If the insurance claim is denied by the freight carrier,
then the customer shall be responsible for the full purchase price of the damaged product and the replacement product.
Again, we want to reiterate that you should never sign a proof of delivery form, without first documenting any
damage that is present both to the exterior product packaging and/or to the product itself.
The product replacement process begins with Rehabmart obtaining, then issuing you (the Customer),
a Return Authorization Tracking 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 may not.
Please wait for return instructions which we will send out via email. If you are issued
a damaged-goods call tag, and the warehouse subsequently discovers that item is not damaged or
defective, you will be charged for the call tag plus any applicable restocking fees.
Occasionally, a manufacturer will make minor 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 variations in color that
may exist in certain products as each web-browser is unique and will display
colors on the spectrum with a slight degree of uniqueness.
Disposing of Damaged Merchandise Policy:
There are instances when the manufacturer or product vendor will review images and information surrounding
freight-damaged merchandise. While the manufacturer may repair or replace merchandise which is damaged during shipping,
they may or may not authorize the return of the damaged merchandise. This decision is made at the sole discretion of
the manufacturer, vendor, or freight-carrier and is not something that Rehabmart has control over.
If the manufacturer, vendor or freight-carrier does not authorize the return of the damaged merchandise,
the customer may discard, dispose, donate, or up-cycle the damaged merchandise
as they see fit.
Rehabmart does not reimburse customers for any costs associated with discarding, disposing, donating, or up-cycling
the damaged merchandise. Please do not discard, dispose of, donate, or up-cycle any damaged merchandise until you
have been instructed to do so, because the freight-damage claim process may require up to 120 days to achieve
final resolution. During the investigation and settlement phase of the freight claim, the damaged merchandise
must remain in the possession of the customer/consignee.
Freight Inspection Insurance Policy:
Sometimes during freight transit, concealed product damage occurs. To protect your purchase, it's important to follow these rules:
Take these steps BEFORE you sign:
When you sign the paper at the end of the delivery, you are legally signing a "Release of Liability Waiver", meaning that you have inspected your order at the time of delivery to ensure there is no damage. Please DO NOT SIGN any delivery forms presented by the delivery provider until you have thoroughly inspected your products and packaging.
If you decide to sign and receive the product, you must document any product damage on the "Delivery Ticket". Your written documentation on the "Delivery Ticket" should explain any damages, defects, rips, tears, or missing parts. Of course, if you are uncomfortable with any excessive shipping damages, you have the right to refuse delivery and request that the freight company return the shipment.
Please be advised that if you choose to not take these steps (inspect and document), your insurance policy is voided.
Explaining the "Legalese": The fine print on freight "Delivery Tickets" states that everything is received in perfect condition. If you sign the "Delivery Ticket" without first inspecting the package and its contents, there will be no way to sucessfully file an insurance claim with the freight provider. If you notice concealed damage later but you did not inspect and document at the time of delivery, then the burden of the product replacement or any repair fees are your responsibility. Thank you for making sure we can protect your investment for you by taking these steps.
Lost/Misplaced Items Policy:
If a shipping or freight company reports an item as being lost, frequently this means
that the item has been misplaced as it is moving across a complex supply chain which is
impacted by global pandemics and other geopolitical factors. If the customer receives communication
from a freight/shipping provider that the item is lost or misplaced, the customer should contact
Rehabmart immediately. Rehabmart will then file a Tracking Claim to locate the misplaced/undelivered items.
Normally, we can locate the item within 72 hours and achieve resolution. If the item is deemed to
be permanently lost, we will work with the warehouse to have the product expediently replaced
and delivered to the customer.
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 missing merchandise to Rehabmart within 48 business hours. Failure to report shipping/packaging errors within 48 hours of product delivery will result in Rehabmart not being able to replace your missing goods. All returned products require a Return Authorization Number (RA#). Please confirm that your RA# is clearly marked on the outside of the box. Returned product boxes, absent an RA#, will be refused by the warehouse and returned to the sender.
Non-Refundable Outbound Shipping Charges
Outbound shipping and freight charges are non-refundable. This includes the Rehabmart $9 flat rate
shipping fee and any additional freight charges which may apply to your Rehabmart order.
Return Instructions:
If you decide you need to return an item that meets the criteria for
return, we are happy to assist you through the return authorization process.
You are responsible for all return shipping costs except for when goods arrive damaged,
in which case Rehabmart will file an insurance claim with the shipping provider (ex: UPS, FedEx, or US Mail).
You will need to obtain a Return Authorization number from us. You will then need
to ship your 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!
Exchange Policy:
Due to our complex network of warehouses, Rehabmart does not allow for direct product exchanges.
The Rehabmart Exchange process requires that we follow these 4 steps:
1. The customer must place a new order for the new size, new color, or replacement item that is desired.
2. Email: returns@rehabmart.com
to receive a Return Authorization Number (RA#) and return shipping address for the product you would like to return. The return address varies, so please wait for instructions before shipping the item back to one of our designated warehouses.
3. After receiving your RA# and a warehouse shipping address, you must then mail or ship your return-item back to the
designated return warehouse.
4. After the returned item has been received and processed by the designated return warehouse,
your credit card will then be credited (minus any applicable restocking fees).
Restocking Fees - General Information:
Rehabmart (RM) restocking fees and our 30% restocking policy was established with a goal
of achieving alignment with our 3rd
party warehousing, distribution, and manufacturing partners. The restocking fee
policy is published in plain site and we honestly communicate our restocking fees prior to checkout.
All RM customers are pre-notified and must acknowledge via opt-in
tick-box, agreeing to the restocking fee policy at the time of shopping-cart checkout. RM does not
sell many commoditized items - we sell unique, hard to source medical
devices. The held quantities are low and this makes the distribution, logistics,
warehousing, stocking, and fulfillment more complicated and expensive as compared
to a traditional online seller. The restocking
fee percentage was not established to gouge any customer or person. In fact,
RM incurs operational losses with each and every restocking. RM pays 3rd party warehouse restocking fees, call tag fees,
financial reversal fees, and we pay teams of associates to manage the entire process.
Whenever a customer reaches out to our Customer Care
Team, our internal RM Team strives to work
with each customer using patience and empathy to achieve a mutually agreeable resolution.
Bottom line, we request that you contact us first, prior to contacting a 3rd party complaint
website. If you do so, an RM associate will do his/her best to work with you to reach a fair,
amicable resolution. RM's goal is to achieve goodwill with each
customer's return experience.
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.
Package and Parcel Delivery Refusal Policy:
After placing the Rehabmart order, if the customer refuses delivery of a package or if
the package is returned as undeliverable to the delivery address the customer provided,
then the customer will be responsible for refusal shipping charges, return shipping charges,
and product restocking fees of up to 50%, unless the item was non-returnable.
Non-returnable items that are refused by the customer, at the time of delivery, will not be refunded.
Please ensure that you understand how the ordered
item(s) will be delivered and make arrangements to receive the order when it arrives at the
ship to address that is provided with the Rehabmart order. This policy applies to all
Rehabmart orders and is applicable to both freight deliveries and standard ground
deliveries.
Unauthorized Product Returns:
Unauthorized Returns are essentially products which are returned to a Rehabmart Distribution
Facility/Partner without a Return Authorization (RA) number. Unauthorized Product Returns are very
costly because the product may not be returnable or acceptable by the distribution partner,
the product may have been sent to an incorrect distribution center location, or the
referenced product may be outside of its allowable return time-frame window. In light of
these factors, it is Rehabmart policy to not issue a refund for unauthorized product returns. Again,
unauthorized product returns are non-refundable.
Please contact Rehabmart to obtain a Return Authorization (RA) number, prior to mailing a product
back to a service center location. Rehabmart reserves the right to refuse delivery
of product(s) which do not have a Return Authorization (RA) number clearly listed on
the outside of the package.
The Following Manufacturers/Vendors have a less than 30-day Return Window
Higher Restocking Fees are in place for these specific Manufacturers/Vendors:
After a non-returnable product has departed the warehouse, the item cannot be returned.
Items Under $25 Are Non-Returnable:
Rehabmart does not accept returns on items that cost less than $25. For
example, a 27" reacher costs $16.95 on the website. This item falls
beneath the $25 online price threshold, so the 'reacher' is non-returnable.
We have implemented this No Return policy on low-price items because it simply
costs the customer, the manufacturing distributor and the company
too much to accept returns on under $25 items.
Custom Built Products are Non-Returnable:
Custom built items using the "Just in Time" manufacturing process are non-returnable.
Custom Manufacturing and Just in Time Manufacturing is designed to keep your costs lower.
However, with these cost savings, the resulting policy requires that all custom built products be non-returnable.
Products manufactured by these Vendors are Non-Returnable:
Product Categories that are Non-Returnable:
Hygiene Products are Non-Returnable:
Hygiene products which relate to personal hygiene and self care are
non-returnable. Hygiene products, toileting products,
bathroom products, body braces, foam cushions, wheelchair cushions,
medicine preparation products, 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. Performance Health 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.
Worn Items are Non-Returnable:
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, foam cushions, 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:
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 at the manufacturers discretion. All written product warranties will be honored by the product manufacturer.
Ramp Policy for Custom Ramp Design and Build Configurations:
Custom Built Ramps are non-returnable. Custom Built Ramps often incorporate platforms,
turns, and rise over run height and pitch calculations which tend to be complex.
Custom Ramps are designed by engineers who use length, width, and dimensional data that is
provided by the Rehabmart Customer. Ramps normally ship via overland freight transfer trucks
and are very expensive to move around the country. While our engineers make every effort to
quote all the pieces that may be needed for ramp installation, it is common for an assembly
person to discover during the installation process, an additional component or part that is
needed to complete the final ramp assembly. During these instances, our Quotes Team will work
with the customer and the Manufacturer's Ramp Engineer to source additional parts. After the
additional parts are identified, the Rehabmart Quotes Department will send out an Additional Parts Quote
to the Rehabmart Customer.
Prescription Items Policy:
Certain items sold on the Rehabmart site require a Physician's prescription. If a product is marked
as prescription required, then the customer is required to email or fax the Physician's
prescription prior to product shipment. Hospitals, Nursing Homes, and Medical Clinics are generally
exempt from such requirements. Licensed healthcare facilities can purchase most prescription items up front, and the prescription would then be required when the prescription item is being delivered or administered to a patient. Prior to purchasing an Oxygen Concentrator, it is advised that you meet with your doctor and discuss your condition. If he/she deems it appropriate, your doctor may prescribe oxygen therapy. During instances, such as with the sale of an Oxygen Concentrator, Rehabmart is acting as the selling agent, and the prescription requirement is ultimately the responsibility of the patient; specifically, when and if the patient is using oxygen for medical purposes.
Vendors Who Will Not Ship to International Destinations:
International Orders Cannot Be Returned:
International orders which are paid via wire-transfer payment or certified bank check payment
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.
FedEx CrossBorder International Orders Cannot Be Returned:
FedEx CrossBorder is our third party
international logistics partner. FedEx CrossBorder allows verified international customers to use
their personal credit cards at checkout within the dedicated FedEx CrossBorder international shopping cart.
Additionally, FedEx CrossBorder
allows their customers to aggregate packages from multiple e-commerce companies located in the USA.
Due to the complexity surrounding international tariffs, taxes, duties, customs, clearing, and logistics,
FedEx CrossBorder policy dictates that FedEx CrossBorder International Orders cannot be returned.
Per Rehabmart policy and FedEx CrossBorder policy, all sales are final with
respect to FedEx CrossBorder International Orders. When international customers checkout via the FedEx CrossBorder
international shopping cart, FedEx CrossBorder becomes the merchant, not Rehabmart.
Our company, Rehabmart, LLC adheres to a standard 30-day return policy on domestic
(USA) orders, however this is not possible with international orders due to the aforementioned complexity.
FedEx CrossBorder provides shipping insurance on all international FedEx CrossBorder orders
to cover shipping damages which may occur to products during
international shipment. If your product is damaged, notify FedEx CrossBorder upon
arrival of the product. FedEx CrossBorder will file an insurance claim so that the damaged
product(s) can be replaced.
Click here for FedEx CrossBorder's complete Legal and Policy info
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.
Installation Policy:
Rehabmart is working to build the first national installation network of licensed and
insured professional medical device installation technician's. After the customer submits and
purchases a product
installation order, our Rehabmart Install-Pro Coordinators work tirelessly to schedule your
installation with up to five different parties. This service is all about custom manufacturing,
logistics, planning and coordination. As a result of this complexity, expense, and the significant
coordination investments made on your behalf, Rehabmart has adopted the policy that Returns and
Installation Cancellations
are prohibited after the customer has chosen to purchase the
Custom Installation Service. Product Installations cannot be canceled after the custom manufacturing
process has been initiated and logistical planning with the Installation Contractor has begun. This
entire process normally begins shortly after you order has been placed.
If during the installation process it is discovered that a manufacturers' warranty claim needs to be filed due
to a non-working or malfunctioning part or component, it is the Customer's responsibility to contact the
Manufacturer's Warranty Support Department and coordinate the filing of a warranty claim or warranty repair
with the Product Manufacturer.
Manufacturer's Warranty Policy:
Rehabmart supports its customers by offering to provide manufacturer contact information for warranty claims
with the product manufacturer. Customers should complete the mail-in the warranty support card (if provided)
on each manufacturer-warrantied product purchase. Rehabmart is happy to assist customers with manufacturer
contact information including the manufacturer's warranty support telephone number.
There are certain manufacturers who require Rehabmart to serve as the liaison between the Customer and the Manufacturer when a Manufacturer's Warranty Claim is filed.
Rehabmart is designated as the Warranty Support Interfacing Agent for the following manufacturers: Airos Medical, Bestcare, and Handicare.
If you purchased a product from one of the preceding manufacturers, please contact the Rehabmart Returns & Warrant Support Team. To initiate a warranty claim, email warrantyclaim@rehabmart.com and include your order number, serial number and lot number of the product needing warrantied service. A warranty ticket will be created for your reference and records. Customers should complete the mail-in the warranty support card (if provided) on each manufacturer-warrantied product purchase.
The product manufacturer may require the customer to ship the product back to their specific Distribution Facility for the product to be evaluated. The customer/claimant is required to pay for return shipping and any technician service fees if this is required by the Manufacturer's Warranty Policy. Depending on circumstances of the specific case, the manufacturer may decide to troubleshoot the product via customer/claimant interaction using phone or video call support. If the item is deemed to be defective by the manufacturer within the warrantable period, the product manufacturer will then decide whether to repair, replace, or refurbish the warrantied item. Often, the Manufacturer will choose to ship out replacement parts if they deem a specific part to be defective. However, this does not include the cost of a technician service visit which may be necessary to install the warrantied part. If you choose to hire a technician to install the warrantied replacement part(s), any service fees associated with the service visit are the responsibility of the customer/claimant.
If Assembly/Installation was purchased at checkout our contract with the third party Assembly Company requires the technician to assemble the product with specificity, step by step, per the manufacturer's instructions. The technician is required to demonstrate a fully functioning and operational product before leaving the job site. The customer is asked to sign the work order confirming a fully functioning and normally operating device. However, if you discover operational issues shortly after the departure of the Assembly Technician, this could indicate that specific part(s) could be defective. If so, this will likely be covered by the Manufacturers' Warranty. Please contact a Rehabmart Assembly Team Coordinator to alert us of the issue and we will create a Warranty Claim Case ID between the customer/claimant and the manufacturer to notify the manufacturer of the potential warranty issue.
Disclaimer Regarding Website Errors & SKU Pricing Errors:
We make every effort to ensure that descriptions, dimensions,
pictures and prices are accurately presented within our database. Should a pricing error
arise we will make every attempt to promptly inform the customer. When applicable, Rehabmart will promptly refund your
transaction if a pricing error has occurred. However, Rehabmart reserves the right to supply or not to supply a product.
If a quote is sent out with a substantial database pricing error, Rehabmart reserves the right to modify the quote
and/or refuse to honor the quote in these rare circumstances. Products may vary slightly in design and/or color from the
illustrations due to upgrades, modifications, and new version releases that are common with medical devices.
Bottom line: unless product functionality is directly impacted, a refund will not be given.
Prices on the Rehabmart site are subject to change without notice.
Email: returns@rehabmart.com
to receive a Return Authorization Number (RA#).
Rehabmart Phone#: 1-800-827-8283
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 50% re-stocking fee; unless you have been authorized by Rehabmart customer service to refuse delivery of the product.
