Refund policy
At Phoenix Home Medical Supply, we are committed to ensuring the satisfaction of our customers while maintaining the highest standards of hygiene and product integrity. Please review our return policy carefully before making a purchase.
Return Window
- Items are eligible for return within 30 days from the date of delivery or in-store pickup.
- A restocking fee of 15% of the original purchase price applies to all returned items.
Non-Returnable Items
To comply with health and safety regulations, we cannot accept returns on the following categories of products:
- All bathroom-related items, including but not limited to commodes, shower chairs, toilet seat risers, and bedpans.
- Any items that come into direct contact with the skin, such as compression garments and wound care supplies.
- Opened or used products, or products not in their original packaging, unless the item is defective or we sent the wrong item.
Return Conditions
- Returned items must be unused, in their original packaging, and in resalable condition.
- A valid proof of purchase (receipt or invoice) is required for all returns.
- Shipping charges are non-refundable, and customers are responsible for return shipping costs unless the item was defective or shipped in error.
Clarifications
- Unopened vs. opened items: Unopened items in their original packaging can be returned within 30 days, subject to the 15% restocking fee. Opened or used items cannot be returned unless the item is defective or we sent the wrong item.
- Rentals: Rental equipment is covered by our Rental Terms. No restocking fee applies to rental returns; deposits are handled as described in the Rental Terms.
- Consignment items: Consignment items are sold as-is and are final sale.
- Return pickup for local-delivery items: For items available only by local delivery (such as lift chairs, hospital beds, patient lifts, scooters, and power chairs), return pickup is charged at our standard local delivery rates: $100 within 25 miles of our Madison showroom, $150 up to 50 miles, and $150 plus $2.50 per mile beyond 50 miles.
How to Initiate a Return
To begin a return, please contact our customer service team at (608) 400-5219 or phoenixhomemedicalsupply@gmail.com with your order details. We will provide return instructions and address any questions you may have.
