Return PolicyOne of our foremost goals at XS Medical is for you to be happy with your purchase. We understand that there may be occasions when a customer needs to return an item. Therefore, we will accept most (see below for exceptions) NEW, UNUSED items in their original packaging returned within 30 days from the date of purchase under the following conditions:
1. Item must be in new, UNUSED, resalable condition in the original packaging (no dirty tires, scuff marks, scratches, etc).
2. There is a 25% restocking fee for all returned items. Shipping fees will not be refunded.
3. Returned merchandise must have an RA (return authorization) number and be shipped prepaid freight (all collect items will be refused).
4. Item must be returned within 30 days of ship date. NOTE: Several items, such as all Karman products, require that an RA number be requested within 14 days of purchase or the item cannot be returned.
5.Exchanges may be permitted on a case by case basis and may be subject to shipping fees and price differences for new product/modifications.
NOTICE: Due to hygiene reasons certain products can not be returned, even if they have not been used. These products include, but are not limited to, bath safety items & commodes.
DEFECTIVE PRODUCTS: Item will be replaced with an exchange of the same type of product. Item will be shipped in the same manner the original item was sent (Ground, 2nd Day, etc.).
CANCELLATIONS: Certain items that are made-to-order (custom or semi-custom), such as recliners, have a 15% cancellation fee if cancelled prior to shipment.. There are NO cancellations or returns for other made-to-order items, such as lifts and PVC products.
SPECIAL ORDER ITEMS: Several of our products, such as lifts, PVC products, some recliners, Karman standup wheelchairs (XO-101, XO-202, XO505), and all special-order items. These items cannot be returned. If you have a question regarding whether the item you would like to order is returnable please contact us before ordering.
INTERNATIONAL SHIPMENTS: No returns on international shipments.
PARTS: No returns on parts.
An RA (Return Authorization) number must be obtained prior to returning an item to ensure you receive credit for the item. E-mail us at Service@XSMedical.com and include your full name, phone number and/or order/invoice number. Many items are drop shipped directly from the manufacturer and in the case of a return must be sent to that manufacturer. When contacting us for an RA number you will be given the appropriate return address for your return.
Many items ship the same day they are ordered. An item may not be returned until you have received it and obtained an RA number from XS Medical. If you refuse an item without an RA number this could result in additional restocking fees and delay of any refund owed.
If you have any questions regarding these policies please feel free to call or e-mail us at: