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Our family goal is that you are completely satisfied with your purchase. We take pride in the quality of the products we sell and offering great customer service is our top priority. However, occasionally you may order a product that doesn’t work for you. If you are not completely satisfied with your purchase, please follow the guidelines detailed below and we will be happy to assist you in returning the product.

In order to expedite a return, please contact our Customer Service department at (888) 929-3633 ext. 3 or send an email to customerservice@emedstores.com for a Return Merchandise Authorization (RMA) number. eMed Hospital Beds cannot accept any unauthorized return without a previously issued RMA number.

When requesting an RMA, please provide the representative with your Purchase Order Number (PO), Model/Serial Number (when applicable), reason for return, and a valid email address. RMA numbers expire after 15 days of issuance. RMA numbers not verified as returned will be discarded after 45 days. To ensure receipt of your package, you may email Customer Service with a return tracking number from the carrier of your choice. We will be happy to trace the item back to the manufacturer and follow up as necessary. 

Because we drop ship all items directly from the manufacturer, all returns will be processed through the appropriate returns facility designated by the vendor.

Return Policy

Most merchandise can be returned within 30 days in unused, like-new, 100% saleable condition and in the original manufacturer's packaging for a full refund via credit in any of our stores. If you choose not to accept store credit, applicable restocking fees will be applied.
All returns must be returned at the customer’s expense and must meet the following conditions:

  • Product must be in unused, like-new, 100% saleable condition
  • Product must be returned in original manufacture’s packaging
  • A Return Merchandise Authorization (RMA) number must be requested from eMed Stores within 30 days of receipt.
  • Once a RMA number has been received, products must be received within 15 days. 

If you are uncertain as to how your specific purchase is reflected in this policy, please email us at customerservice@emedstores.com or call us at (888)-929-3633.

Restocking Fees

It is very important to our family to keep our customer's costs as low as possible, even when they return an item. eMed Hospital Beds has the lowest restock fee for any medical supplier online. A small 15% restocking fee is applied to products being returned to the manufacturer.

*Custom orders cancelled after production starting are subject to a 15% order cancellation fee. Please call us as soon as possible to avoid production

**For hygienic reasons, opened mattresses and slings are non-returnable.

Shipping & Handling 

Unless an error was made by eMed Hospital Beds, return freight is the customer's responsibility. We will be happy to help you determine which shipping method to use once you have requested your Return Merchandise Authorization (RMA) number. We highly recommend insuring larger items for their retail value to protect against shipping damage.

Please be sure to carefully follow all return-shipping instructions that are included with your RMA number. If an item is returned to the wrong address, eMed Stores reserves the right to charge for any additional shipping fees associated with shipping the item to the correct location.

Cancelled or Refused Items 

Orders cancelled after the item has shipped are subject to all standard return policies. You must accept delivery, obtain a Return Merchandise Authorization number and ship the item back to the correct address. 

This policy is the same for Refused Delivery orders. If delivery of an item is refused (unless refused due to damage), return shipping costs are deducted from the issued credit and applicable restocking fees will be applied. Expedited and Guaranteed shipping costs will not be credited if delivery is refused.

Damaged / Defective Items

If you discover an item has been damaged in shipping, please refuse delivery. Then immediately contact us at (888) 929-3633 or email us at customerservice@emedstores.com. A Return Merchandise Authorization number is still required for refused deliveries.

All damage/ shortage claims must be made within 72 hours of receiving the product (Please note all damages on the Bill of Lading). 

This will allow us to report to the manufacturer the damage and inform them the product is being returned.  Additionally, it allows us to immediately replace and re-ship a new product or credit you for the return.

If your item is defective, please call us at (888) 929-3633 or email us at customerservice@emedstores.com. We will arrange for the item to be repaired or replaced promptly.

Credits


Once your return is received, eMed Stores will issue a credit to the original form of payment. Please allow up to 30 days for your credit to be issued. If you paid by check or money order, we will issue a check within 30 days.