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Refund & Return Policy

We stand behind every product we ship. Learn how returns and refunds work at Caremedx LLC.

📦
Return Window
30 Days
✅
Condition Required
Unused & Sealed
💳
Refund Processing
5–7 Business Days
📞
Start a Return
+1 (469) 952-8189

1. Overview

At Caremedx LLC, patient satisfaction is our priority. We are committed to delivering high-quality durable medical equipment (DME) that meets your healthcare needs. If for any reason you are not satisfied with your order, we want to make the return process as simple and transparent as possible.

Please read this policy carefully before initiating a return. Due to the nature of medical equipment and strict hygiene and safety regulations governing the DME industry, our return eligibility criteria are specific and non-negotiable.

Important: Returns must be initiated within 30 days of the delivery date. After this window, we are unable to accept returns or process refunds.

2. Return Eligibility

To be eligible for a return, your item must meet all of the following conditions:

  • The return request is made within 30 days of the confirmed delivery date.
  • The product is completely unused — not worn, applied, or fitted to the body.
  • The product is in its original packaging, with all tags, instructions, and accessories intact.
  • The product has not been altered, modified, or customized in any way.
  • You have a valid order confirmation or proof of purchase from Caremedx LLC.

We reserve the right to inspect all returned items before authorizing a refund. Items that do not meet the above criteria will be returned to the sender at their expense.

3. Non-Returnable Items

Due to federal and state regulations governing medical equipment and patient safety, the following items are not eligible for return or refund under any circumstances:

  • Any product that has been worn, used, or fitted to the patient's body.
  • Products with broken seals, removed tags, or missing original packaging.
  • Items designated as single-use or marked non-returnable on their product page.
  • Products that were custom-fitted or specially ordered for a specific patient.
  • Items that show signs of damage due to misuse, neglect, or unauthorized repairs.
  • Products returned outside the 30-day return window.
⚠️ Once a medical brace or support device has been worn or applied to the body, it cannot be resold and is therefore ineligible for return. This policy exists to protect all patients from receiving previously used medical equipment.

4. How to Initiate a Return

To begin a return, please follow these steps:

  1. Contact our customer support team by phone at +1 (469) 952-8189 or email us at info@caremedxllc.com within 30 days of delivery.
  2. Provide your order number, the product name, and the reason for your return request.
  3. Our team will review your request and, if approved, issue a Return Merchandise Authorization (RMA) number and return instructions.
  4. Package the item securely in its original packaging and include the RMA number clearly marked on the outside of the box.
  5. Ship the item to the address provided in your return instructions. We recommend using a trackable shipping method.

Please do not return items without first receiving an RMA number. Unauthorized returns will not be processed and may be refused or discarded.

Return shipping costs are the responsibility of the customer unless the return is due to an error on our part or a manufacturer defect.

5. Refunds

Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund request within 2–3 business days.

If approved, your refund will be processed within 5–7 business days through the original payment method. Please note:

  • Credit/debit card refunds may take an additional 3–5 business days to reflect on your statement, depending on your bank.
  • Original shipping fees are non-refundable unless the return is due to our error.
  • Partial refunds may be issued for items returned in a condition inconsistent with the original, or missing accessories.

If you have not received your refund within 10 business days of approval, please contact us directly so we can investigate promptly.

6. Insurance-Billed Orders

For orders billed to Medicare, Medicaid, or private insurance, the return and refund process involves additional steps to comply with applicable billing regulations.

If your order was partially or fully covered by insurance:

  • We are required to notify your insurance provider of any returned items.
  • Refunds will only be issued for any out-of-pocket amounts you personally paid (co-pays, deductibles, etc.).
  • Insurance reimbursements paid on your behalf will be returned directly to the insurer and not to you.

Please contact us directly to discuss return options for insurance-billed orders, as each case may be handled differently based on your coverage and the applicable payer's rules.

7. Damaged or Defective Items

If you receive a product that is damaged, defective, or incorrect, please contact us within 5 business days of delivery. We will arrange a replacement or full refund at no additional cost to you.

To expedite the process, please have the following ready when you contact us:

  • Your order number and delivery date.
  • A description of the damage or defect.
  • Photographs of the damaged item and its packaging (if applicable).

We take product quality seriously and will work with our suppliers to address any recurring quality issues.

8. Exchanges

We currently do not offer direct product exchanges. If you need a different size, model, or product, please initiate a return for the original item (if eligible) and place a new order separately.

Our team is happy to assist you in selecting the correct product before your order is placed. Please call us or message us on WhatsApp if you have any questions about sizing or product compatibility.

9. Contact Us

For any questions about returns or refunds, please reach out to our team: