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DirectHomeMedical Return, Exchange & Warranty Services
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ABOUT THE PRODUCTS WE OFFER
DirectHomeMedical sells medical supplies. 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. We NEVER sell anything used.
WE ARE AUTHORIZED BY THE MANUFACTURERS WE REPRESENTDirectHomeMedical is an authorized dealer for all of the products we offer. We work directly with the manufacturers whose products we sell 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.
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.
WE CANNOT ACCEPT RETURNS ON MOST OPENED ITEMS
Due to FDA regulations regarding cross contamination and the resale of medical supplies and devices we cannot accept returns on any equipment where the original packaging has been opened. This does not effect Manufacturer's Warranties or products covered by our 30-Day Satisfaction Guarantee.
WE HONOR ALL MANUFACTURER'S WARRANTIES!
Most of the products we sell are covered by standard manufacturer's warranties. Warranty periods and conditions vary from product to product and manufacturer to manufacturer; in general though the standard warranty period on CPAP parts and supplies is 30-days, the warranty period on CPAP masks is 90-days, and the warranty period on CPAP machines, compressor systems, and oxygen concentrators is a year 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. (We also list warranty information directly on many of our receipts.)
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.
IS THERE A SATISFACTION GUARANTEE AVAILABLE ON MASKS & CHINSTRAPS?
FREE 30-DAY SATISFACTION GUARANTEE AVAILABLE
On other masks and chinstraps it is available for an added fee. If you choose a 30-Day Satisfaction Guarantee with your mask or chinstrap you can open it and try it at home; and then, if it doesn't work out the way you had hoped, you can return it, within 30-days of purchase, for a full refund of the original purchase price regardless of whether it has been opened or not.
30-Day Satisfaction Guarantees are 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 in the purchaser's order. If a 30-Day Satisfaction Guarantee is available for the mask or chinstrap you are ordering it will be presented, as an added warranty option, when adding the item to your shopping cart. 30-Day Satisfaction Guarantees must be added to the product at the time of purchase and must appear on the same receipt as the product to be valid. A 30-Day Satisfaction Guarantee cannot be added to an order once it has shipped.
DirectHomeMedical's 30-Day Satisfactiong Guarantee is a valuable tool providing our customers with a cost effective and convenient way to find their favorite CPAP mask or chinstrap. We reserve the right to refuse a 30-Day Satisfaction Guarantee to any customer we judge to be misusing or abusing it.
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.
RETURNING AN UNWANTED ITEM
We will 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.
RETURNING AN ITEM WITH A 30-DAY SATISFACTION GUARANTEE
If you decide to return a mask or chinstrap under our 30-Day Satisfaction Guarantee program you can simply send it back to the address on your invoice, with a note of your order number, name, and reason for return. (Note: The entire product including all cushions, headgear, attachments, etc. must be returned to qualify under the program.) Upon receipt we'll issue a full refund of the original purchase price back to your payment account. If you'd prefer a store credit let us know and we're happy to arrange that as well.
Not Sure if Your Product Qualifies for Our Satisfactiong Guarantee? Check for the words "30-Day Satisfaction Guarantee," next to the Manufacturer's Standard Warranty, on your mask or chinstrap invoice. Still have questions? Just ask, we're happy to help!
RETURNING 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: February 25, 2015