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. You'll find our complete Return, Exchange & Warranty Services Policies outlined on the page below. If you have any questions about our policies please contact us and we'll be happy to assist.
DO YOU NEED TO ARRANGE A RETURN?
If you need to return a product to us for any of the reasons specified in and covered by our policies please use form linked below to arrange the return. Once your return authorization order has been submitted send your item(s) back to the address indicated on the invoice. Please include the new return invoice number in your package for tracking purposes. Thank you and take care.
Click Here To Submit A Return or Warranty Services Form
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THE ITEMS WE SELL
DirectHomeMedical 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 masks is 90-days, and the warranty period on CPAP 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 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 SATISFACTION GUARANTEE below for exceptions to this rule for some CPAP masks and chinstraps.)
30-DAY SATISFACTION GUARANTEE (FOR MASKS & CHINSTRAPS)
At DirectHomeMedical we understand that there are many CPAP mask and chinstrap choices available to our customers and it is sometimes difficult to determine whether a mask or chinstrap will work without first trying it on and sleeping with it for a few nights.
The 30-DAY SATISFACTION GUARANTEE program is offered, for an additional charge, as an added warranty option on most of the masks and chinstraps we sell. It is designed to enable customers to try masks and chinstraps at home and still be able to return them to DirectHomeMedical for a refund. Adding a 30-DAY SATISFACTION GUARANTEE to the Standard Manufacturer's Warranty on your mask or chinstrap means you may return the -- for any reason -- within 30 days of purchase for a full refund of the original purchase price, of the mask or chinstrap, regardless of whether it has been opened or not.
Items covered by the 30-DAY SATISFACTION GUARANTEE 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.
The 30-DAY SATISFACTION GUARANTEE program is available on a product by product basis. It covers the item purchased with the program only and does not include other items that may be in the purchaser's order. The 30-DAY SATISFACTION GUARANTEE must be added to the product at the time of purchase and must appear on the same receipt as the product to be valid. 30-DAY SATISFACTION GUARANTEE fees are non-refundable and cannot be added to, or removed from, an order once it has shipped.
All of the products offered by DirectHomeMedical 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 or chinstraps unless a 30-DAY SATISFACTION GUARANTEE 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 elsewhere on this site.
This policy was last updated: May 16, 2013
