Order Cancellations
Because NewLeaf strives to deliver customer orders as quickly as possible, most orders are processed and shipped the day they are ordered. Orders that are cancelled after they have shipped are subject to any applicable manufacturer restocking fees, return shipping and original shipping costs as outlined below.
Orders that have been paid for by credit card, debit card, or PayPal may be subject to the non-recoverable 3% processing fee that is assessed by the credit card company when a transaction is processed.
Returns & Exchange Policy
Your satisfaction as our customer is our top priority. And we want you to be completely satisified with your purchase. Because many of the items offered at NewLeaf Home Medical are considered "Medical Devices," there are a few strict guidelines that need to be followed for medical compliance and hygenic reasons.
Non-Returnable Items
There are certain products that are inherently Non-Returnable due to the nature of the product, sterile/hygienic concerns, or for custom-built reasons. The following products do NOT qualify for a return if the product has been put into use: Mattresses; Mattress Pads; Bath Lifts; Bathroom Safety Products; Bedding Products. Items NOT eligible for return if the product packaging has been opened include, but are not limited to: Products classified as a "Medical Device" by the FDA (Food & Drug Administration) or manufacturer; Case Pack items; Contour Products (pillows, body positioners, etc.). Mattress or Bathroom products that have been put into use are NOT eligible for return. Custom build recliners from Winco, Lumex, and some Pride Lift Chairs, made-to-order products like Big Boyz Beds, *Flexabeds, and Moxi Mattresses are Non-Returnable. Patient Lifts like those from, but not exclusive to BestCare, Drive Medical, Invacare, Traxx Mobility, Protekt, and Lumex are Non-Returnable. *Flexabed mattresses may be exchanged for another mattress type within 30 days. Shipping fees an packing costs will apply. Mattresses must be returned in New condition.
Restocking & Shipping Fees
The standard restocking fee for many, but not all, items sold at NewLeaf Home Medical is 15%. However, the following supplier-sourced items are subject to restocking fees that are dictated by the manufacturer: Contour Products *Non-Returnable if product packaging has been opened, otherwise (25%); Drive Medical (25%); Dynarex (20%); Flex-A-Bed (20%); Lumex/Graham Field (25%); Invacare (25%); Pride Lift Chairs (25%); Protekt Mattresses (25%); and Traxx Mobility (25%).
While many of our products are offered with "Free Shipping," the actual incurred ship-to costs cannot be recouped from the shipping company once your item has shipped. As a result, this cost will be deducted from your eligible return refund. Original shipping costs may be waived if exchanging for another item of same or greater value.
Orders that were paid for by credit card, debit card, or PayPal may be subject to a non-recoverable 3.5% processing fee that was assessed by the payment processor when your transaction was processed.
Return Shipping
Return shipping costs are the responsibility of the customer unless the return item(s) was damaged during shipment to you, the item you received was not what you ordered, or the return is due to a warranty issue.
Return Timeframe & Requirements
You have 30 calendar days to return an item from the date your received it *If your item is not classified as a "Non-Returnable" item. If you need additional details or have questions about a product before placing your order, or if you would like to return or exchange your purchase, please contact our Customer Care Team at 888.739.4330. It is important to note that:
Items must be returned in new, unused and resalable condition.
Return items must be shipped back in the original shipping carton with manufacturer packaging. *Manufacturers will not grant return authorization if the original box and packaging has been discarded.
Medical devices like Feeding Tubes, Catheters, Oxygen Tubing/Masks, Bathroom, Bedding or Mattress products, and other items with "hygienic" classifications are only eligible for return if the item packaging is unopened and unused.
How Do You Request a Return?
Please see Return Instructions by this link to the Returns, Cancellations & Exchange Policy page.
