Returns, Cancellations & Exchange Policy

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Your satisfaction as our customer is our top priority. And we want you to be completely satisfied with your purchase. Because many of the items offered at NewLeafHomeMedical.com are considered "Medical Devices," there are a few strict guidelines that need to be followed for medical compliance and hygienic reasons.

Cancellations

Because we at NewLeaf strive to deliver customer orders as quickly as possible, most orders are processed and shipped the day they are ordered. Please note that orders cancelled after they have shipped are subject to any applicable manufacturer restocking fees, return shipping and original shipping costs as outlined below.

Return Timeframe

You have 30 calendar days to return an item from the date your received it. If you need to return or exchange your purchase, please contact our Customer Care Team at 888.739.4330. It is important to note that:

Items must be returned in new, unused and resalable condition, and in its original packaging.

Medical devices like Feeding Tubes, Catheters, Oxygen Tubing/Masks, Bathroom, Bedding or Mattress, and other products with "hygienic" classifications are only eligible for return if the item packaging is unopened.

Non-Returnable Items

There are certain products that are inherently Non-Returnable due to the nature of the product, sterile/hygienic concerns, or for custom-built reasons. These products include: Mattresses; Mattress Pads; Bath Lifts; Incomplete Case Packs; and other items that may have medical device return restrictions from the manufacturer. If a Case Pack item packaging has been opened, or if a Mattress or Bathroom Product has been put into service, it is NOT eligible for return. Custom build products like Winco and Lumex recliners, Big Boyz Beds, Flex-A-Bed Adjustable Beds, Traxx Mobility and Lumex Patient Lifts are Non-Returnable, as stated on those product pages.

Restocking Fees

The following supplier-sourced items are subject to restocking fees, to be deducted from an eligible return credit based on the percentage indicated: Drive Medical (15%); Lumex/Graham Field (25%);  Invacare (25%); and Pride Lift Chairs (15%).

While many of our products are offered with Free Shipping, the actual "ship-to" costs will be deducted from the eligible return refund, as these costs cannot be recouped from the shipping companies. Original shipping costs may be waived if exchanging for another item of same or greater value.

Return Instructions

Step 1: Obtain RMA
Before returning anything, you must first obtain a Returned Merchandise Authorization (RMA) number. You can obtain an RMA by calling our Customer Care Team at 888.739.4330. It is important that the RMA number is clearly written on the return shipping label. Unauthorized packages returned without an RMA number will be refused. Return instructions will be provided to you once an RMA number has been generated.

Step 2:Verify Return Address
Many of our products are shipped to you directly from the manufacturer or fulfillment warehouse, and the return address will vary. We will provide you with the appropriate return address at the time we confirm your RMA. Failure to follow the return instructions and ship your return to the appropriate warehouse will result in delays with your credit being issued, and could jeapordize your return all together. It is very important that you follow the instructions completely and ship your item back as directed to receive credit.

Step 3: Arrange Return Shipping
Return shipping costs are the responsibility of the customer unless the return items was damaged during shipment to you, or the item you received is not what you ordered. It is recommended that you save your tracking information once your return has been shipped. NewLeaf Home Medical will not be responsible for packages that are lost or sent to the wrong warehouse due to customers not following the Return Instructions provided. Returns that are sent to our corporate office without prior approval will not be honored, and will be returned to customer at their expense if so requested. 

Step 4: Receive Refund
If you paid for the purchase with a credit card or PayPal, your appropriate account will be credited back the amount of the purchase, minus any applicable restocking and/or original shipping fees once the returned item has been received and processed by our supplier.

Please note that returns can take 10 to 15 business days to be processed once they have been shipped. If you paid with a check or money order, please allow 1 to 2 weeks from the time we receive the returned product to receive your refund check from NewLeaf Home Medical.