Return Policy

Your Satisfaction is Our Top Priority

At Family Care DME, we prioritize your satisfaction. If your return is due to an error on our part, we will refund the full purchase amount along with any return shipping costs. Please note that we cannot be responsible for re-shipments if an incorrect address or a P.O. Box was provided. To ensure timely processing, all shipping errors must be reported within 14 days of delivery.

Full Return Policy

• Returns Authorization: All returns must include a return authorization (RA) number.
• Return Window: Products eligible for return can be sent back within 30 days of delivery.
• Condition of Products: Items must be in new, resalable condition, with safety seals unbroken. All parts and accessories must be included in their original packaging.
• Shipping Costs: Original shipping fees are non-refundable. If your order originally shipped for free and you return it, the outbound shipping costs will be deducted from your refund.
• Restocking Fees: Return orders may incur a restocking fee of up to 25%.
• Non-Returnable Products: Certain items are non-returnable due to health and safety regulations. These include:
  
  • Opened, used, or tried-on items (e.g., personal care products)
  • Bulk orders
  • Men’s health items (e.g., erection pumps)
  • Specific medical devices (e.g., mattresses, oxygen concentrators)
  • Custom or special order items
  • Clearance products

We reserve the right to update product descriptions and policies based on changing market conditions or errors.

Initiating a Return

To initiate a return, please contact us at info@familycaredme.com.

Refund Timing

Once we receive and inspect your return, you will be notified of the refund status. Provided you follow our return guidelines, you can expect your refund within four weeks. This timeframe accounts for shipping (7-10 business days), processing (5-7 business days), and bank processing (5-10 business days). If you have not received your refund after 20 business days, please reach out to us.

Return Shipping

When returning an item, you may receive either a return shipping label or a call tag, which can take up to 10 business days to arrive. If the return is due to our error, we will cover the shipping costs. Please repackage the item in its original condition, and wait for the return label before shipping.

Obtaining a Return Authorization Number

You will receive your RA number via email. If you lack email access, we will accommodate you in other ways. To process your return, write your RA number on the return label and affix it to your package before pick-up.

Expiration Dates

While we strive to stock products with reasonable expiration dates (6 to 12 months), we cannot guarantee longer periods. Requests for returns based on expiration will incur return shipping costs.

Issues Upon Receipt

Please inspect your order immediately upon receipt. If you discover any defective, damaged, or incorrect items, contact us right away for assistance.

Warranty Information

Before making a warranty claim, please review the warranty details provided on the product listing or literature. For help with obtaining warranty service, call us at 1-833-422-7328. We do not provide in-home repair services, and any repair costs will be borne by the customer.

Restocking Fees

Returns may incur a restocking fee of up to 25%.

Exchanges

We do not facilitate exchanges due to varying manufacturer policies. If you wish to exchange an item, please initiate a return and place a new order.

Please note: Proof of delivery may prevent reshipment or refund requests for orders with photographic evidence.