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 3.5% 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 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 manufacturer or the FDA (Food & Drug Administration); Case Pack items; Contour Products (pillows, body positioners, etc.); and MOXI and Prius Mattress products. Mattress or Bathroom products that have been put into use are NOT eligible for return. Custom or Made-to-Order items NOT eligible for return include, but are not limited to: Recliners from Winco, Lumex, and some Pride Lift Chairs; Beds from Big Boyz Beds, Dawn House, Dynarex, Flexabed, Med-Mizer, and Transfer Master; and Mattresses from *Flexabed, Med-Mizer, Moxi Mattresses, and Transfer Master. Recliners are Non-Returneable if they have been unboxed and/or assembled, which includes but is not limited to: Drive Medical, Dynarex, Invacare, Lumex (Made-to-Order models are not returnable under any circumstances), Pride (Made-to-Order models are not returnable under any circumstances), and Winco (Made-to-Order models are not returnable under any circumstances). Patient Lift products are Non-Returneable, which include, but are not limited to: BestCare, Drive Medical, Invacare, Traxx Mobility, Protekt, and Lumex. *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 20%. 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%); Flexabed (20%); Lumex/Graham Field (25%); Invacare (25%); Pride Lift Chairs (25%); Prius (20%); Protekt Mattresses (25%); Rhythm Healthcare *20 Day return policy (20%); 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 you received your order *If your item is not classified as a "Non-Returnable" item, or the manufacturer stipulates a different return window period. 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 retail packaging. *Manufacturers will not grant return authorization if the original box and packaging has been discarded because the retail packaging is necessary to be able to resell the merchandise as "New."

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.

Description

We are sorry that you are experiencing problems with your Protekt product and understand how frustrating this must be for you. Please reviews the two warranty claim options below to determine your preferred submittal process.

Option 1: Warranty Claim Procedure for Advance Fulfillment (quickest process)

Based on your report to the NewLeaf customer service team, the issue you are experiencing with your Protekt product may be covered under Proactive's manufacturer warranty. Please note that your troubleshooting efforts were conducted with our help over the phone, but only a physical review of the unit by the manufacturer, Proactive, can determine whether a product replacement is covered by their warranty.

If you opt for this "Proactive Warranty Claim for Advance Fulfillment" option, an "Advance Fulfillment Order" will generated and shipped to you immediately. Choosing this warranty claim option assumes that the issue you have reported is covered under Proactive's manufacturer warranty pending a physical review of the product. It is important to know that choosing this warranty claim option assumes that the issue you have reported is covered under Proactive's manufacturer warranty pending a physical review of the product. The Protekt replacement will be shipped to you in advance of Proactive's physical review of your current item. A credit card is required to complete this Advance Fulfillment option, which will be entered as a new order in the amount shown based on the model selected in Step 1 above. IMPORTANT: A payment will NOT be processed to your card pending the manufacturer's physical review. If Proactive's physical review confirms that your issue is covered under warranty, the order amount balance will be changed to $0.00, and no payment will be processed.

By clicking "Add to Cart" and completing this Proactive Warranty Claim for Advance Fulfillment Order, you agree to:

1.) Return the unit for which you have reported experiencing an issue to Proactive Medical within 7 business days of the arrival of your Advance Fulfillment replacement. Failure to ship the original unit within the allotted time will result in the Advance Fulfillment Order amount being processed to your credit card. IMPORTANT: Credit card numbers sometimes change or are canceled. You are still responsible for this charge via an alternative method of payment if we are unable to process payment to the credit card provided for this order.

2.) In the event that Proactive's physical review determines that: a.) your original Protekt unit is fully operational or; b.) the unit is not covered under Proactive's warranty due to product misuse, damage not associated with its original shipping, or for other reasons identified by Proactive to be unrelated to the manufacture of the product; you grant NewLeaf Home Medical permission to process the Advance Fulfillment "order" amount to your credit card. In this event, you will have the option of having the original unit returned to you "as is," or receive a quote for repairs. Return shipping cost will be the responsibility of the customer. IMPORTANT: The Advance Fulfillment replacement unit you receive will not be eligible for return if it has been used.

Option 2: Standard Warranty Claim Inspection Procedure (slightly longer process)

The "Standard Warranty Claim Inspection Procedure" does not require a credit card. Please see the steps below regarding this option:

1.) Your unit will need to be shipped to the manufacturer for immediate inspection. If the physical review confirms that your issue is covered under warranty, your Protekt unit will either be repaired and returned, or a new Protekt replacement issued at no cost to you. IMPORTANT: Responsibility for making arrangements for a temporary sleep surface while your warranty inspection is being conducted and outcome resolved is the responsibility of the customer. This process may take 5 to 10 business days to complete once the item has been received by the manufacturer.

2.) If the manufacturer's review determines that your Protekt unit is fully operational, or found to not be covered under their warranty due to product misuse, damage not associated with its original shipping, or for other reasons unrelated to the manufacture of the product, we will provide you with a manufacturer's quote to repair the unit to working condition. If you approve the repair, your unit will be returned to you in 5 to 10 business days.

3.) To proceed with this "Standard Warranty Claim Inspection Procedure," you will need to call NewLeaf customer service at 888.739.4330 to request a Return Authorization for Warranty Inspection and return instructions. When you call, please be ready to provide the following information about the Protekt product reported to be experiencing issues:

PRODUCT NAME/MODEL

SERIAL NUMBER

CUSTOMER NAME

RETURN ADDRESS

Once a Return Authorization number has been generated, our customer service team will provide return shipping instructions to have your unit inspected by Proactive. Cost of shipping your unit to Proactive for inspection are your responsibility. Exception: In some cases, such as when the issue is classified by Proactive as certain to be covered under the manufacturer's warranty, a pre-paid return label may be issued for use to return the unit for inspection.