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RETURNS & EXCHANGES |
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| We care about you as a customer and will make every effort to work with you if you need to return or exchange an item. Our return and exchange policies are stated below for your reference and review: THE ITEMS WE SELL Direct Home Medical sells medical supplies for use with Sleep and Oxygen Therapy. All of the items we sell are brand new and supplied in their original packaging from the manufacturer or JCAHO (Joint Commission on Accreditation of Healthcare Organizations) Accredited supplier. INCORRECT ITEMS If you receive an incorrect item in any order due to an error on our part we will replace it without additional charge. Please contact us within 10-days of receipt of incorrect items to arrange replacement. DEFECTIVE OR DAMAGED ITEMS & WARRANTIES All of the items we sell are guaranteed to be in full working order when you receive them. In addition many of the products we sell (including all masks, interfaces and machines) are covered by standard manufacturer's warranties. If an item you purchase is damaged during shipment you may return it for replacement with the exact same item. Please contact us within 10-days of receipt to arrange replacement. Warranty periods vary from product to product and manufacturer to manufacturer. In general though the standard warranty period on mask and machine parts is 30-days, the warranty period on CPAP/BiPAP masks is 90-days, and the warranty period on CPAP/BiPAP machines and oxygen concentrators is 2-years or more. If you are unsure of what warranty is offered on the product you are purchasing please let us know and we'll be happy to provide the information. If you purchase an item and find that it is defective within the warranty period we will gladly repair or replace it based on the manufacturer's policies. To arrange a warranty repair or replacement please contact us using the information at the top of this page. Shipping charges may apply on select warranty replacements. DirectHomeMedical.com is an authorized dealer for ResMed, Philips Respironics, Fisher & Paykel, Puritan Bennett, Hans Rudolph, Covidien, Cardinal Medical, DeVilbiss, SeQual, Inogen, and other manufacturers. With the exclusion of warranty coverage, all services provided by DirectHomeMedical -- including advertisement, ordering, sale, delivery, instruction, and setup of products -- are performed by DirectHomeMedical, and employees or contractors thereof, independently of equipment manufacturers. MISTAKEN OR UNWANTED ITEMS If you placed an order by mistake or would like to return an item for any reason you may do so within 30-days of purchase as long as the manufacturer's packaging has not been opened and the item is returned in saleable condition. Once your item has been received at our offices, inspected and approved for return you will receive credit for the original purchase price, minus a 15% restocking fee. Shipping costs are not refundable. OPENED EQUIPMENT Due to FDA regulations regarding cross contamination and the resale of medical supplies and devices we cannot accept returns on any equipment where the manufacturer's or supplier's packaging has been opened. (See 30-DAY COMPLETE RETURN PROTECTION below for exceptions to this rule for some CPAP/BiPAP masks.) 30-DAY COMPLETE RETURN PROTECTION At Direct Home Medical we understand that there are many CPAP/BiPAP mask choices available to our customers and it is sometimes difficult to determine whether a mask will work without first trying it on and sleeping with it for a few nights. The 30-DAY COMPLETE RETURN PROTECTION program is offered, for an additional charge, as an added warranty option on most of the masks we sell. It is designed to enable customers to try masks at home and still be able to return them to Direct Home Medical for a refund. Adding 30-DAY COMPLETE RETURN PROTECTION to the Standard Manufacturer's Warranty on your mask means you may return the it--for any reason--within 30 days of purchase for a full refund of the original mask price regardless of whether it has been opened or not. Masks covered by the 30-DAY COMPLETE RETURN PROTECTION program may be opened and used as directed by the manufacturer however making material changes to the product, such as cutting cushions or modifying headgear, may void the return protection plan. 30-DAY COMPLETE RETURN PROTECTION is available on a product by product basis. It covers the mask purchased with the program only and does not include other items that may be in the purchaser's order. 30-DAY COMPLETE RETURN PROTECTION must be added to the mask at the time of purchase and must appear on the same receipt as the mask to be valid. 30-DAY COMPLETE RETURN PROTECTION cannot be added to an order once it has shipped. All of the products offered by Direct Home Medical are brand new and supplied in their original packaging from the manufacturer or JCAHO (Joint Commission on Accreditation of Healthcare Organizations) Accredited supplier. NOTHING OFFERED ON OUR WEBSITE HAS EVER BEEN USED PREVIOUSLY. Because of our strict policy of only selling new equipment we cannot accept returns on opened masks unless 30-DAY COMPLETE RETURN PROTECTION has been purchased at the time the original order is placed. QUESTIONS We hope this Return & Exchange Policy has helped you, but if you still have questions please contact us using the information at the top of this page. This policy was last updated: October 15, 2008 |
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