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DirectHomeMedical Return, Exchange & Warranty Services
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WE ARE AUTHORIZED BY THE MANUFACTURERS WE REPRESENTDirectHomeMedical is an authorized dealer for all of the products we offer. We source our products directly from the manufacturer to ensure that we always offer the latest and best products to our customers at the lowest prices at all times. 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.
WE HONOR ALL MANUFACTURER'S WARRANTIES!
The products we sell are covered by standard manufacturer's warranties. Warranties vary from product to product and are generally displayed on each product page and on our printed receipts. 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.
In the unlikely event that you need to return an item for servicing or repair, during the period covered by the manufacturer's warranty, we will work with you to expedite the process. We can often handle minor repairs and replacements directly in our facility so 2-3 day turnaround times are common. Larger items, like oxygen concentrators and sleep therapy devices, may need to be returned to the manufacturer for some warranty services. DirectHomeMedical works directly with manufacturers to ensure that repair times are kept to a minimum; however manufacturer repair times may extend for 2-3 weeks depending on each individual manufacturer's policies and lead times. (Due to the current global pandemic, manufacturer's warranty repair times may, in select cases, be extended by several weeks. Such extensions are beyond our control.)
EXCLUSIVE MONEY BACK GUARANTEE ON MANY OF OUR MOST POPULAR PRODUCTS!
Our Money Back Guarantee is available on a product by product basis. The guarantee covers the item purchased with the guarantee only and does not include other items that may be included on the order. If a Money Back Guarantee is available for the item you are ordering it will be presented, as an added warranty selection, when adding the item to your shopping cart.
DirectHomeMedical's exclusive Money Back Guarantee is a valuable tool providing our customers with a cost effective and convenient way to find their favorite CPAP Mask, Machine or Oxygen Concentrator without the worry of wasted money and a poor therapy experience. Our Money Back Guarantee is designed for consumer home trials. We reserve the right to refuse to honor our Free Money Back Guarantee for any customer, or company, we judge to be misusing or abusing the program.
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HAVE YOU RECEIVED AN INCORRECT ITEM?
At DirectHomeMedical our shipping department is second to none; but even the best people make mistakes sometimes. 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.
HAVE YOU RECEIVED A DAMAGED ITEM?
We ship all orders with our preferred carriers UPS and the US Postal Service. All of the items we sell are guaranteed to be in full working order when you receive them. 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.
WOULD YOU LIKE TO RETURN AN ITEM FOR A REFUND?
Does Your Receipt Indicate Your Item Includes a Money Back Guarantee? If so then you can return your item for any reason, within the timeframe specified, whether it has been opened or not for a full refund! Just repackage the item and send it back to the address indicated on your invoice. If you're not sure where to send it, or if you would like to discuss alternative items that may work better for you just get in touch and we'll be happy to help.
If your item does not include a Money Back Guarantee, that's okay too. We are happy to accept returns on unopened items, for any reason, within 30-days of purchase as long as the manufacturer's packaging has not been opened or damaged and the item and packaging are returned in saleable condition. Simply send the unwanted item back to the address on your invoice, with a note of your order number, name, and reason for return. Upon receipt we'll issue a refund, minus 15% restocking fee, back to your original payment account. If you'd prefer a store credit we're happy to arrange that too. Shipping costs are not refundable.
HOW ARE REFUNDS ISSUED?
In most cases refunds are issued directly back to the original payment account. If you would prefer a refund issued as a store credit, towards future purchases, just let us know and we can arrange that too. In situations where a refund cannot be processed directly to the original payment account, for instance if the account was closed after the original order was placed, a refund can be offered by check. Refunds issued by check incur a 5% service fee in addition to any standard restocking fees.
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WOULD YOU LIKE TO RETURN AN ITEM FOR WARRANTY REPAIR OR REPLACEMENT?
Do you think your product may be malfunctioning or have a manufacturer's defect? Please email us or call 888-505-0212 and a care team member will be happy to assist with troubleshooting and diagnosis.
To arrange a warranty repair or replacement, use the form linked below. (Depending on the circumstances of your return a nominal shipping and handling charge may be required.) Once your return authorization order has been submitted simply send the malfunctioning item to the address indicated on the invoice. Please include your return invoice number in the package for tracking purposes.
This policy was last updated: June 19, 2020