At Medute.com, we strive to ensure our customers receive high-quality products that meet their needs. However, we understand that there may be occasions when you need to return an item. Below are the terms and conditions that constitute our Return Policy.

1. How to Initiate a Return

Before proceeding with a return, please ensure that your purchase is eligible for return by reviewing the policy below.

Steps to initiate a return:

1. Check eligibility – Review the return policy details to confirm that your item qualifies.
2. Request Return Authorization (RA) – Contact our Returns Department to receive a Return Authorization (RA) Number.
3. Prepare the return – Repackage the item in its original packaging with all parts and accessories included.
4. Ship the return – Use the provided return label (if applicable) or arrange return shipping.
5. Refund processing – Once the item is received and inspected, refunds will be processed within 5-7 business days.

Returns Email: support@medute.com
Returns Phone: +1 (917) 564-6763

2. Medute Return Policy & Conditions

• Return Window: Items must be returned within 30 days of delivery.
• Product Condition: Items must be in new, unused condition, fit for resale. Safety seals must be intact and unopened.
• Packaging: All returns must include original packaging, parts, and accessories.
• Shipping Fees:
  • Original shipping costs are non-refundable.
  • Return shipping costs are the customer's responsibility, except in cases of shipping errors or defective products.
  • If your order qualifies for free shipping, the original outbound shipping cost will be deducted from your refund.
• Restocking Fees: All eligible returns are subject to a 5% restocking fee (See details below).
• Damaged, Defective, or Incorrect Items: Must be reported within 14 days of delivery for a full refund, including return shipping costs.

Important Exclusions & Limitations

• Non-returnable items (see Section 3 below).
• Items that have left the U.S.A. are non-returnable and may have voided manufacturer warranties.
• Wire transfer fees are non-refundable.
• We do not guarantee delivery for international orders. If an international order is lost, we will submit a claim with the carrier but cannot reprocess the order until the issue is resolved.

3. Non-Returnable Products

Certain items cannot be returned due to health, safety, and regulatory reasons. Please carefully review the list below before making a return request:

Hygiene & Medical Equipment

• Opened personal care items (e.g., razors, toothbrushes).
• Oxygen concentrators (eligibility for our Buy-Back program may apply).
• Men’s health items (e.g., erection pumps, tension bands, incontinence clamps).
• Bathroom safety items (e.g., raised toilet seats, commodes, shower chairs, transfer benches, toilet risers, toilet frames).

Custom & Special-Order Items

• Custom wheelchairs.
• Cut-to-order items (e.g., EZ Ramps, Span-America Mattresses).
• *All special-order (sp) items.

Bulk & Clearance Items

• Opened cases or bulk orders.
• All clearance items.

Specific Brands & Products

• Body Up Evolution Transfer Lift Chair
• Celox Dressings
• Silipos Brand Items
• Smart Caregiver Products
• Pacey Cuffs
• Health Smart Products
• AirFree Products
• Life Corporation Products
• Surgical Appliance and Truform Products
• Hollander Sleep & Decor
• Protect-A-Bed Items

Note:- Products marked as “Non-Returnable” in their descriptions are also ineligible for return.

4. Refund Processing Timeline

Once your return is received and verified, refunds are typically processed within 5-7 business days.

Estimated Refund Timeline:

1. Transit Time: 7-10 business days for return shipping.
2. Processing Time: 5-7 business days upon receipt of the return.
3. Bank Processing: 5-10 business days for funds to reflect in your account.

⏳ Total estimated refund time: 12-24 business days

💡 Restocking Fee Structure: A 5% restocking fee applies to most returned items unless due to a shipping error or defect.

5. Return Authorization & Shipping Labels

How to Obtain a Return Authorization (RA) Number

• Step 1: Contact us at support@medute.com or call +1 (917) 564-6763.
• Step 2: Receive an RA Number via email.
• Step 3: Clearly write the RA Number on the return shipping label before sending the package.

Note:- Packages without an RA Number will not be accepted.

Return Shipping Options

• If eligible, a return shipping label will be provided via email.
• If you receive a Call Tag, FedEx or UPS will bring the shipping label directly to you. This process may take up to 10 business days.
• Customers must drop off the package at the nearest FedEx or UPS location.

6. Warranty Claims & Manufacturer Support

Most products sold on Medute.com include a manufacturer’s warranty. If you need warranty service, we can assist you in contacting the manufacturer.

Contact: +1 (917) 564-6763

Note:- Warranty coverage varies by manufacturer. Please refer to your product documentation for details.

7. Important Disclaimers

• We reserve the right to update or modify this policy at any time based on market conditions or regulatory changes.
• Pricing errors, product descriptions, and images may not always reflect the actual item. Contact our support team if you have any questions.
• Leg Rests and Footrests are not included with wheelchairs unless specifically stated.

Note:- By placing an order on Medute.com, you agree to the terms outlined in this Return Policy.

8. Contact Us

For any additional questions about our Return Policy, feel free to contact us:

Address:
1005 Manhattan Avenue,
Brooklyn, New York, 11222,
United States (Not for Return Address)

Phone: +1 (917) 564-6763
Email: support@medute.com
Customer Support Hours: Monday – Friday, 08:00 AM – 5:00 PM (EST)