We want you to feel confident shopping with Medical Device Depot and we want the return process to be simple, transparent and hassle free.
*Returns Eligibility
Items may be returned within 30 days of delivery if they:
- Are unused and in original condition
- Include all original packaging and accessories
- Have not been opened if classified as sterile or single-use
Returns & Exchanges Policy
All returns and exchanges require pre-approval from Medical Device Depot. To begin the process, please contact Customer Service at 877-646-3300.
How to Request a Return or Exchange
You must receive a Return Authorization Number (RA#) from Medical Device Depot before sending any product back. Returns will not be accepted without an RA#.
When contacting Customer Service, please be ready to provide the following information:
- Order Number
- Reason for return
- Whether the item is used or unused
- Whether the original packaging is available
- Images of the item for reference
Once we receive this information, we will contact the manufacturer and confirm the applicable return policy for your specific product. If your return is approved, we will provide your RA# along with detailed return instructions.
Products must be returned directly to the manufacturer. After receiving your RA# and instructions, please ship the item back as directed.
Refunds
Refunds are issued only after Medical Device Depot receives a credit note or refund from the manufacturer. For pre-approved returns, refunds will be processed once the product has been received, inspected, and approved by the manufacturer.
Your refund will be issued to the original form of payment once all return steps have been completed
Restocking Fees
Most standard returns are subject to a restocking fee between 10–30%, depending on the manufacturer. We do not charge restocking fees for:
- Incorrect items shipped by us
- Defective products
- Orders damaged during transit
Non-Returnable Items
Though we wish we could accept all product returns, for safety and manufacturer compliance, the following items cannot be returned:
- Opened medical or sterile products
- PPE and disposable items
- Special-order or custom products
- Products marked “non-returnable”
- Restricted manufacturer brands**
Please check product pages or contact us before ordering if you are unsure whether an item is returnable. A more detailed list can be found below**
Shipping Costs
Original shipping charges are non-refundable unless the return is due to our error.
Customers are responsible for return shipping unless the item was defective, damaged, or incorrectly shipped.
Damaged or Defective Orders
If your order arrives damaged or defective, please contact us within 3 business days of delivery. If possible, please include photos of the item and packing. We will work with you to replace the item or provide a resolution as quickly as possible.
For freight deliveries, any visible damage must be noted on the Bill of Lading (BOL) or delivery receipt at delivery. Customers should inspect shipments before signing, document any damage or missing items on the BOL, and take photos immediately. Failure to note damage at delivery may result in the carrier denying the claim, limiting our ability to provide a refund or replacement.
Order Cancellations
We offer free order cancellation within 24 hours of order placement. If an order has already shipped or entered manufacturer processing, cancellation fees of 10% may apply.
Refund Processing
Refunds are issued after returned items are received and inspected.
Most refunds are processed within 20 business days to the original payment method.
*Return Fees may apply
** Non-Returnable Items: All Masimo, Midmark, Hemocue, Laerdal, TrippNT, Roche, and Health O Meter products are ineligible for return. Refrigerators/Freezers, Filters, mouthpieces, face masks, wound care dressings, rectal tubes, thermometer probe covers, otoscope urinary catheters, gloves, gowns, nasal cannulas, face shields, vaginal speculums, wipes, ostomy supplies, tracheostomy tubing, Parts, cables, spirometry mouthpieces, spirometry filters, test kits, pillows, bolsters, rapid tests and custom-made items are not eligible for return. Please note that due to the FDA regulations and restrictions related to COVID-19, some products are not eligible for return. This policy specifically applies to all the products mentioned above, which are non-returnable. This is not a complete list and may change from time to time based on the guidance from the manufacturers.