How Do I Request a Return?

What You Need to Know About Returning an Item to Med Mart

At Med Mart, we want you to feel confident when making a purchase. If something doesn’t work out, we do accept returns on eligible items—but due to the nature of medical equipment, there are some strict rules and timeframes.

Please read carefully to ensure your item qualifies for a return and follow the correct steps to avoid delays or rejection.

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Step 1: Start a Return Request

You must request a return within the required window:

• Most items: Request must be made within 7 days of delivery

• Lift chairs: Request must be made within 3 days of delivery

• Some items (e.g., Golden Technologies lift chairs, Bestcare products) are non-returnable

How to request a return:

1. Log in to your Med Mart account

2. Scroll to the bottom of any page and select “Request a Return” under My Account

3. You may also contact us directly to request a Return Authorization (RMA):

   • Phone: [phone]

   • Email: [e-mail]

Request a return - RMA Request

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Step 2: Get Return Authorization

Once your request is submitted:

• Our team will review it and issue a Return Authorization (RA) if your item is eligible

• You’ll be required to return the item in its original condition and packaging

• Do not send anything back until you’ve received an RA number—unauthorized returns will be refused and are non-refundable
  
  

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Step 3: Ship the Item

You are responsible for:

• Packaging the item securely for safe return

• Using a shipping service with tracking

• Providing us with return tracking information

If the item shipped by freight, we’ll provide you with a Bill of Lading (BOL) for pickup. You’ll need to safely re-palletize the item and schedule a pickup time.

Optional: We can arrange return shipping for you and deduct the cost from your refund.

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Refund & Return Policy Overview

• Items must be new, unused, and in original packaging

• Refunds are processed within 30 days after the manufacturer inspects and approves the return

• Restocking fees between 15%–30% apply depending on the manufacturer (minimum fee: $15)

• Shipping charges are non-refundable (this includes the free shipping we covered when you ordered)

• Items returned used, damaged, or missing parts may be denied or refunded partially
  
  

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Items That Cannot Be Returned

• Items under $25

• Bedding, cushions, slings, mattresses, or any item with direct skin contact

• Custom-built or personalized items

• Any item that has been installed, assembled, or used

• Clearance or open-box items

• Golden Technologies lift chairs (per manufacturer policy)

• Bestcare products

• Any item without original packaging or documentation
  
  

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What If My Order Arrives Damaged?

If your item is damaged or missing parts:

• Notify us within 3 days of delivery

• For truck freight deliveries, note any visible damage on the delivery slip

• If a product is defective or we sent the wrong item, we’ll cover return shipping and send a replacement or full refund
  
  

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Important Notes

• Unauthorized returns are non-refundable. Always request an RA before sending anything back.

• Returns must arrive to the manufacturer within 30 days of the RA being issued

• If you return an item and we cannot verify its condition, refund eligibility may be reduced or denied

• Rejected returns must be reclaimed within 3 days or will be discarded
  
  

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Questions?

We’re here to help. If you're unsure whether your item qualifies or need assistance with the process:

Call us at 844-408-0166
Email: [e-mail]

You can also view our full return policy for product-specific rules.