Return and Refund Policy
Cancellations & Refunds: At Medical Recovery Store we pride ourselves on having the best return policies in the industry. Cancel your order any time before it ships completely free of charge (exceptions apply such as custom orders, see below).
If you have questions, please send an email to support@medicalrecoverystore.com or call us at (206) 202-2206
Cancellations (Before Order Ships)
If you need to cancel an order, please contact us as soon as possible so we can refund you in full before your order leaves the warehouse. Reach agents during business hours at (206) 202-2206, the chat in the bottom right, or email support@medicalrecoverystore.com any time.
Cancellations of Custom Orders
Custom or made-to-order products cannot be canceled or refunded as these products are put into production specifically for your order. Custom order brands including but not limited to SHOPRIDER, Bestcare.
These units are custom-made to your specification or created once you order. Once you place your order they start building your unit. Your warranty will guarantee you a fully functional and operational product. If it is not clear whether your order is custom or made to order, please message or call us.
All sales are final for Custom made and Made-to-order products.
Refunds and Returns.
At Medical Recovery Store, our goal is to ensure that you find the precise product that meets your needs. If you're uncertain about a product, we encourage you to consult us at (206) 202-2206 to guarantee you have the exact solution.
We understand that occasionally a product might not meet your needs or an error might occur during the order process. Should you need to return an item, kindly refer to the guidelines below:
Most items can be returned within 30 days of receipt for a refund, with some exceptions. They must be returned in their original packaging and meet the following conditions:
- The product must be in new condition, devoid of any cracks, scratches, dirt, or signs of usage.
- It should be returned in its original packaging.
- A Return Authorization (RA) must be requested from Medical Recovery Store within 30 days of the product's delivery. Returns without this number will not be credited. You can request an RA by emailing support@medicalrecoverystore.com or calling (206) 202-2206. Please include your order number, name, the item number (SKU) you're returning, and the reason for return. Products must be returned within 14 days of receiving the RA.
If the return doesn’t stem from a manufacturing defect, the total refund will have the return shipping cost, credit card or PayPal processing fee, and applicable restocking fees deducted. If you're exchanging the product for another item, we might assist in covering a portion of the expenses, depending on the specific product.
Exceptions:
- Best Care Patient Lifts are non-returnable.
- For hygienic reasons, the following products cannot be returned:
- Patient Slings
- Bath safety equipment, including shower chairs and lifts
- Hygiene Equipment
- Mattresses
- Custom Orders
Additionally, certain products incur a 15%-30% restocking fee for returns, such as:
- Vehicle lifts
- Wheelchairs and Scooters
- Beds
- Patient Lifts
- Pool Lifts
- Vertical Platform Lifts
- All Ramps
- Slings (only those complying with the hygienic return policy)
- Parts and Accessories
Please be aware that these sections may not encompass all the individual brand return policies. For detailed brand-specific return information, kindly refer to the product page.
Shipping Times
We promise to do our best to get your order to you as soon as possible. We provide estimated shipping times on the product pages. All orders are dispatched within 1-2 business days and delivered within 5-7 business days.
Order delays have proven to be unavoidable and outside of Medical Recovery Store control. While this might be frustrating, we ask you to please be patient and understanding with us in these tough times. We thank you for your business and appreciate your patience.
Please Read the Following
When you are making a purchase from Medical Recovery Store, you are acknowledging the following of the Exchange Agreement:
- I understand I am to inspect the package upon delivery, and notate and take pictures if there is any damage and provide it to the Medical Recovery Store within 24 hours of the product being delivered.
- I understand that I am responsible for the cost of return shipping and the cost of a new product shipping in the case of a refund or exchange.
- I understand that products need to be returned unopened and unused. An additional restocking fee may occur.
- I understand that if my order has left the warehouse, I am unable to receive a full refund.
- I understand that if I return my order once it has shipped, I will be responsible for paying any return shipping fees and restocking fees, which vary by product, but are usually around 25%.
Damages
Please inspect the packaging of your item(s) when they arrive, if you notice any damage, you should make note of it when signing for delivery. If your item(s) arrive damaged please send photos of the damage, box, and SKU, along with a brief description of the damage to support@medicalrecoverystore.com and we will process an insurance claim on your behalf. Photos and videos must be sent for freight damage within 24 hours of arrival or the freight damage claim will not be valid. Any punctures or visible signs of exterior damage must be reported within 24 hours.
Warranty
Warranties vary depending upon the manufacturer - see individual product pages for details. Warranty damages occur over time and from use. If an item was damaged upon arrival, and not reported within 30 days, that is not a warranty claim.
Returns
The Medical Recovery Store default is that customers will be responsible for all return shipping charges or re-consignment fees caused by customer error, unless otherwise stated on the product page.
All of our products have guaranteed warranty policies - meaning that you will 100% get a fully functional, operating product that you paid for without any extra expenses incurred on your end - please see individual product pages for details.
BOGO Promotions
In the event of a BOGO promotion, both items must be returned for a full refund. If one of the two items is returned, you will get a replacement of that item or store credit for the value of that item when purchased on its own. If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges and depending on the manufacturer, potentially a restocking fee. Refunds will only be issued to the original credit card that you used when placing your order.
All customers agree that they have read, understand, and agree to the terms and conditions above.
Individual items will have varying refund and return policies depending on the manufacturer. Please see individual product pages for details or contact support@medicalrecoverystore.com.
Chargebacks
Our team of agents is here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe they are the top in the industry. We are on your team. We are immediately responsive and will do all that we can to help you out and provide the best resolution.
Given this, any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product, or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together. Thank you for shopping with us!
Contact support@medicalrecoverystore.com for any questions.
BY USING THE SITE, YOU AGREE TO THESE TERMS OF USE; IF YOU DO NOT AGREE, PLEASE DO NOT USE THE SITE.