Returns and Exchanges
You must read all of our policy information below before filing a return or exchange. Failure to comply to our policies can result in restocking fees, cancellation of return, or delays in refund.
Our return policy generally lasts 30 days from your order ship date. However, products from certain manufacturers will require a return policy of less than 30 days. If you are requesting a return past our policy, unfortunately we can’t offer you a refund or exchange.
If we, Dansons Medical, or any of our vendors, have made an error on your order, your order will be fixed at no expense to you. If you need to ship an order back to us, we will provide a return shipping label, otherwise the shipping cost will be credited through a discount code, on top of your full refund. We strive to provide the best service to our customers, so feel free to contact us if anything goes wrong!
Manufacturers with less than 30 days return policy:
- Karman Healthcare - return must be within 14 days of shipping.
If an item is within the eligible date, mentioned above, it must also meet the following requirements:
- Product must be in the same condition it came in. No scratches, dust, marks, or indication of usage should be visible.
- It must be shipped back in its original box and packaged correctly like how it came.
- Received from filling out the link above, an RMA form is required to be printed and inside the box AND the RMA # is required to be either written on the outside of the box or on the shipping label.
- After receiving an RMA, you must ship your product back within 14 days
For hygienic reasons, the following items are not returnable:
- Slings (after being used)
For logistical reasons, the following items are not returnable:
- Patient Lifts and Stand Assist Lifts - Unless damaged upon arrival
- Beds - Unless damaged upon arrival
There are more eligibility requirements that differ between manufacturers of your product. You can view them here:
Partial Refunds/Stocking Fees
Why would I get a partial refund?
You will receive a partial refund if you incur any re-stocking fees.
What is a re-stocking fee?
Re-stocking fees are deducted from the customer's refund/credit if there are any problems with re-stocking the product(s) they returned, given that they originally did not have missing parts or defects. Reasons for incurring a re-stocking fee include, but are not limited to:
- Forgetting to include parts or packaging items in the return shipment
- Not packaging the product properly
- Damaging or wearing down the product before returning
How much are the re-stocking fees?
Depending the condition, returned items are subject to a minimum restocking fee of 15% or more. There are some products that have a higher restocking minimum fee:
- Patient Lifts: 25% minimum fee and/or shipping fee
Damaged Products/Missing Parts
If your order came damaged or arrived with missing parts, we will fix it at no expense to you. Simply file a return as usual and specify your reason.
If you are missing parts, please specify, as best you can, the quantities you need, part names, and part numbers. We will automatically order the right parts for you and may contact you if needed.
If your product was damaged, you will need to ship back your product to us. Please understand that we can only reimburse the cost of shipping the product back to us through a discount code of the same amount. This is on top of the full refund for your order.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, which can take up to a week for banks to process.
If you applied for credit, we will email you back with a specialized discount code for the amount of your refund. This code is the fastest method, never expires, and is good for one use only.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Exchanges (if applicable)
If you would like a new size or a different product, we will accept exchanges. Like a refund, the customer is fully responsible for their own shipping.
If the new item requested is more expensive:
After receiving your product and accepting your exchange, we will apply credit to your new item (minus re-stocking fee if incurred) and then send you an invoice for the new product. The price of the product will have the credit applied as a discount and you will only have to pay the difference. This way, you will be fully aware of the charge to your bank or card.
If the new item requested is the same price:
After receiving your product and accepting your exchange, we will automatically order your new product requested for you. Through email, you will receive a confirmation of this order placed and no action will be necessary.
If the new item requested is cheaper:
After receiving your product and accepting your exchange, we will automatically order your new product requested for you. You will receive a confirmation email of the order placed as well as an email confirming that the difference has been refunded to your original payment method.
Unless we, Dansons Medical, or any of our vendors, had initially made an error with your order, you will be responsible for paying for your own shipping costs for returning your item.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Please be sure to carefully follow all return-shipping instructions that are included with your Return Authorization (RMA) number. If an item is returned to the wrong address, Dansons Medical reserves the right to charge for any additional shipping fees associated with shipping the item to the correct location.
Orders that have been canceled after package has been shipped can not be refused. You must treat them as a normal return and file for an RMA number.