Return & Refund Policy

Effective date: September 23, 2026

This Return & Refund Policy explains how Royal Pro Solutions Inc., doing business as Medute (“Medute,” “we,” “us,” or “our”), handles returns, exchanges, refunds, and defective items for orders placed on medute.com. By purchasing from Medute, you agree to the conditions below. This policy works together with our Shipping Policy, Payment Policy, and Terms of Service.

1. Our goal

We want every order to arrive complete and usable. When something is wrong—or when an eligible unused item needs to be returned—we provide a clear process with a Return Authorization (RA), inspection, and refund timeline. Please contact us before shipping anything back so we can issue an RA and give you the correct return instructions.

2. Return window

Eligible returns must be started within 30 days of the delivery date shown on the carrier tracking record. The return must arrive at our return address within a reasonable time after the RA is issued. Returns requested after 30 days are not accepted except for manufacturer-warranty referrals described below.

3. Condition requirements

To be eligible for return, items must be:

  • New and unused;
  • In the original packaging with all inserts, labels, and accessories included;
  • With manufacturer and safety seals intact; and
  • Free of patient exposure, clinical use, writing, stickers, or damage caused after delivery.

Opened sterile packaging, broken seals, missing components, or used devices are not eligible for return unless we shipped the wrong item or the item is defective and we authorize the return.

4. Return Authorization (required)

You must obtain a Return Authorization number before sending a package back.

  1. Email support@medute.com or call +1 (551) 255-6012.
  2. Provide your order number, SKU or product name, quantity, and reason for return.
  3. Wait for the RA number and packing instructions.
  4. Write the RA number clearly on the outside of the carton.

Packages without a valid RA number are not accepted and may be refused or returned to you at your expense. Do not send returns to any address other than the return address we provide with the RA.

5. Return address

Unless your RA email states a different temporary address, ship authorized returns to:

Royal Pro Solutions Inc.
56 Central Ave
Lodi, NJ 07644
United States

Include a packing slip or note with your order number, RA number, and contact email inside the carton.

6. Restocking fee

Eligible returns are subject to a 5% restocking fee, calculated on the merchandise price of the returned items (excluding tax). The restocking fee is waived when:

  • We shipped the wrong item; or
  • The item is defective as confirmed after inspection.

7. Who pays return shipping

  • Customer-initiated returns (changed mind, ordered wrong size/model, no longer needed): you pay return shipping and insurance.
  • Our error or a confirmed defect: we pay return shipping or provide a prepaid label when we authorize the return.

We recommend using a trackable, insured service. Medute is not responsible for return packages lost in transit before they are scanned into our receiving process.

8. Original outbound shipping

The original outbound shipping charge is not refunded on customer-initiated returns. If your order received free shipping, the original outbound shipping cost will be deducted from your refund so the refund reflects the true merchandise credit.

9. Items we cannot accept

For hygiene, safety, and manufacturer restrictions, the following are non-returnable except when we shipped the wrong item or the item is defective and we authorize the return:

  • Opened hygiene and personal-care items, including bathroom safety products and men’s or women’s health items.
  • Opened infant formula and opened nutritional supplements.
  • Custom wheelchairs, cut-to-order items, and products marked special order.
  • Opened cases, bulk orders, and clearance items.
  • Products from Body Up Evolution, Celox, Silipos, Smart Caregiver, Pacey Cuffs, Health Smart, AirFree, Life Corporation, Surgical Appliance, Truform, Hollander Sleep & Decor, and Protect-A-Bed.
  • Any item marked non-returnable on its product page.

10. Damaged, defective, or incorrect items

Report damaged, defective, or incorrect items within 14 days of delivery. Email photos, your order number, and a short description to support@medute.com. After we confirm the issue, we will refund or replace the item and cover authorized return shipping. Do not discard packaging until we tell you it is safe to do so when a carrier claim may be required.

11. Exchanges

We do not automatically exchange items for a different model or size. For an eligible unused item, request an RA for return and place a new order for the replacement product so inventory and shipping are accurate. If we shipped the wrong item, we will arrange the correct shipment after confirmation.

12. Refund method and timing

Refunds are issued to the original payment method used at checkout (card, Shop Pay, Google Pay, or other method shown on the order). After the return arrives and passes inspection:

  • We process the refund within 5–7 business days; and
  • Your bank or card issuer may take an additional 5–10 business days to post the credit.

Partial returns receive a partial refund for the accepted items only, less any applicable restocking fee and non-refundable outbound shipping adjustments described above.

13. Cancelations after payment but before shipment

If your order has not yet been processed for shipment, you may request cancellation within 12 hours of placement by emailing support@medute.com. Approved pre-shipment cancelations are refunded in full for the canceled merchandise and related shipping that was not used. After shipment, this Return & Refund Policy applies instead.

14. Manufacturer warranty after 30 days

A defect reported more than 30 days after delivery is handled under the manufacturer’s warranty when one applies. We will provide the manufacturer’s contact information and reasonable assistance identifying the product, but warranty service, repair, or replacement is controlled by the manufacturer’s terms.

15. Chargebacks

Please contact us before filing a payment dispute so we can resolve shipping, return, or refund issues directly. Filing a chargeback while a return is in progress may delay resolution. We respond to disputes with order, tracking, RA, and communication records.

16. Policy updates

We may update this policy when our return process, carrier rules, or legal requirements change. The effective date at the top is the current version. Product pages may add item-specific non-returnable notices that also apply.