Warranty, Repairs and Returns

Warranty

Equipment we supply carries the manufacturer’s warranty. We will tell you the warranty terms for your item at delivery and they are stated on your paperwork.

As a Medicare-enrolled supplier we are required to honor all warranties under applicable state law, and to repair or replace, free of charge, Medicare-covered items that are under warranty (supplier standard 6).

Rented equipment

Anything we rent to you, we maintain. Under supplier standard 14 we must maintain, and repair or replace at no charge or repair cost to you, any Medicare-covered item we have rented to you. Call (800) 304-7030 and we will arrange service.

Returns

Under supplier standard 15 we accept returns of items that are substandard — less than full quality for that item — or unsuitable, meaning inappropriate for you at the time it was fitted, rented or sold.

Some categories cannot be returned once opened for health and safety reasons: incontinence products, ostomy and urological supplies, wound dressings, enteral formula, and anything that contacts the body. That is a safety rule, not a sales policy. If an item is wrong or defective, call us and we will make it right.

Rent versus buy

Supplier standard 5 requires us to tell you when you may rent rather than buy an inexpensive or routinely purchased item, and to tell you about the purchase option on capped-rental equipment. We will raise it with you; if we have not, ask.

Recalls

If a manufacturer recalls a product we supplied you, we will contact you and arrange replacement or correction. This is one of the reasons we keep accurate delivery records, and one of the reasons it matters that we have a current phone number for you.