Your satisfaction as our customer is our top priority, and we want you to be completely satisfied with your purchase. Because many of the items offered at NewLeafHomeMedical.com are considered "Medical Devices," there are a few strict guidelines that need to be followed for medical compliance and hygienic reasons.
We strive to deliver customer orders as quickly as possible. As a result, many orders are processed and shipped within hours of being ordered. Please note that an order cancelled after it has been processed or shipped is 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.
You have 30 calendar days to return an item from the date you received it, unless otherwise stipulated by the manufacturer. If you need to return or exchange your purchase, please contact our Customer Care Team at 888.739.4330. It is important to note that:
Save your packaging. Items must be returned in New, Unused and Resalable Condition, and in its Original Manufacturing Packaging. Manufacturers will not grant returns if the original packaging has been discarded.
Medical devices like Feeding Tubes, Feeding Pumps, Catheters, Oxygen Tubing/Masks, Bathroom, Bedding or Mattress, and other products with "hygienic" classifications are only eligible for return if the item packaging is unopened.
There are certain products that are inherently Non-Returnable due to the nature of the product, sterile/hygienic concerns, or for custom-built reasons. These products include: Mattresses; Mattress Pads; Bath Lifts; Incomplete Case Packs; and other items that may have medical device return restrictions from the manufacturer. If a Case Pack item packaging has been opened, or if a Mattress or Bathroom Product has been put into service, it is NOT eligible for return. Custom build recliners from Winco and Lumex, made-to-order products like Big Boyz Beds, Flexabeds*, and Moxi Mattresses, and Patient Lifts from BestCare, Drive Medical, Invacare, Traxx Mobility, Proactive, and Lumex are Non-Returnable, as stated on those product pages. *Flexabed mattresses may be exchanged for another mattress type within 30 days. Shipping fees will apply. Mattresses must be returned in new condition.
The standard restocking fee for many, but not all, items sold by NewLeaf is 20%. However, the following supplier-sourced items are subject to varying restocking fees that are dictated by the manufacturer: Contour Products *Non-Returnable if product packaging has been opened, ortherwise (25%); Drive Medical (25%); Dynarex (20%); Flex-A-Bed (20%); Lumex/Graham Field (25%); Invacare (25%); Pride Lift Chairs (25%); Prius (20%); and Protekt (25%); Rhythm Healthcare *20 Day return policy (20%); and Traxx Mobility (25%).
While many of our products are offered with Free Shipping, the actual "ship-to" costs may be deducted from the eligible return refund, as these costs cannot be recouped from the shipping companies. 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 originally processed.
Step 1: Obtain RMA
Before returning anything, you must first obtain a Returned Merchandise Authorization (RMA) number. You can obtain an RMA by calling our Customer Care Team at 888.739.4330. It is important that the RMA number is clearly written on the return shipping label. Unauthorized packages returned without an RMA number will be refused. Return instructions will be provided to you once an RMA number has been generated.
Step 2:Verify Return Address
Many of our products are shipped to you directly from the manufacturer or fulfillment warehouse, and the return address will vary. We will provide you with the appropriate return address at the time we confirm your RMA. Failure to follow the return instructions and ship your return to the appropriate warehouse will result in delays with your credit being issued, and could jeapordize your return all together. It is very important that you follow the instructions completely and ship your item back as directed to receive credit.
Step 3: Arrange Return Shipping
Return shipping costs are the responsibility of the customer unless the return item was damaged during shipment to you, or the item you received is not what you ordered. It is recommended that you save your tracking information once your return has been shipped. NewLeaf Home Medical will not be responsible for packages that are lost or sent to the wrong warehouse due to customers not following the Return Instructions provided. Returns that are sent to our corporate office without prior approval will not be honored, and will be returned to customer at their expense if so requested.
Step 4: Receive Refund
If you paid for the purchase with a credit card or PayPal, your appropriate account will be credited back the amount of the purchase, minus any applicable restocking and/or original shipping fees once the returned item has been received and processed by our supplier.
Please note that returns can take 10 to 15 business days to be processed once they have been shipped. If you paid with a check or money order, please allow 1 to 2 weeks from the time we receive the returned product to receive your refund check from NewLeaf Home Medical.