Effective Date: July 7, 2026

Policy Summary (At a Glance)

• Return Window: 30 days from the date of delivery.

• Condition: Items must be new, unused, and in their original packaging with intact safety seals.

• Authorization: A Return Authorization (RA) number is required for all returns.

• Restocking Fee: A standard 5% restocking fee applies to most returns (waived for errors or defects).

• Return Shipping: Customers are responsible for return shipping costs (unless the return is due to our error or a defective product).

• Damages/Defects: Must be reported within 14 days of delivery.

1. How to Initiate a Return

To ensure a smooth return process, please follow these steps:

1. Request an RA Number: Contact us at support@medute.com or +1 (551) 255-6012. Packages sent without an RA number will not be accepted.

2. Prepare the Package: Securely pack the item in its original packaging, including all parts, accessories, and manuals. Clearly write your RA number on the return shipping label (not on the product box).

3. Ship the Item: Send the package using the shipping label provided (if applicable) or a carrier of your choice. The return address will be provided along with your RA number.

2. Return Conditions & Fees

• Shipping Costs: Original shipping costs are non-refundable. If your order received free shipping, the original outbound shipping cost will be deducted from your refund.

• Restocking Fee: A standard 5% restocking fee applies to all eligible returns. This fee covers handling and processing.

• Fee Waivers: Restocking fees and return shipping costs are entirely waived if the return is the result of a Medute shipping error or a defective product.

3. Non-Returnable Items

For health, safety, and regulatory reasons, we strictly cannot accept returns on the following items:

• Hygiene & Personal Care: Opened personal care items, bathroom safety products (commodes, raised toilet seats, shower chairs), and men's/women's health items.

• Nutrition: Opened infant formula and nutritional supplements.

• Custom & Special Orders: Custom wheelchairs, cut-to-order items, and any product labeled as a "special order" (sp).

• Clearance & Bulk: Opened cases, bulk orders, and all clearance items.

• Specific Brands: 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. (Note: Any item explicitly marked "Non-Returnable" on its product page is excluded from returns).

4. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, you must report it to us within 14 days of delivery. We will provide a full refund or replacement and cover all return shipping costs.

5. Refund Processing Timeline

Once our facility receives and inspects your return, refunds are typically processed within 5–7 business days. Please note that depending on your bank or credit card provider, it may take an additional 5–10 business days for the funds to appear in your account.

6. Warranty Claims

Many products we sell include a manufacturer’s warranty. If your item becomes defective outside of our 30-day return window, please check your product manual. We are happy to assist you with manufacturer contact information for warranty support.

Disclaimer: The products and statements on our website have not been evaluated by the Food and Drug Administration (FDA) and are not intended to diagnose, treat, cure, or prevent any disease.

Contact Us

If you have any questions or need to request an RA number, please reach out to us:

• Email: support@medute.com

• Phone: +1 (551) 255-6012

• Address: 1005 Manhattan Avenue, Brooklyn, New York 11222, United States (Note: Please do not send returns to this address; a specific return facility address will be provided with your RA number).

• Business Hours: Monday–Friday, 8:00 AM – 5:00 PM EST (Live chat available during business hours)