Return Policy

Our goal is your satisfaction! If you are unhappy with your purchase within 30 days of delivery, we will accept your return and issue a refund .

  • The item must be in new condition and in its original packaging with all instruction and warranty paperwork
  • A 10% re-stocking fee will be charged for most returns.
  • All returns require a Return Merchandise Authorization (RMA) number.
  • We will not refund shipping charges
  • We do not accept returns or cancellations for special order or built-to-order items. Replacement parts are also not returnable. Additional non-returnable items are listed below

Damaged Products

Please take the time to inspect your order at the time of delivery. If it was damaged in transit, please notify the delivery person so a claim can be filed immediately. You should notify us within two business days so we can ensure you will be compensated for the damages, or to arrange a replacement to be sent out to you.

Return Instructions

If you are not satisfied with your purchase, please follow these directions:

  1. Call customer service at 877-249-0230, or log in to your account online to request an RMA number. For your convenience, you can also use the form below to request an RMA number. 
  2. We will respond with the RMA number and an address to ship the package to.
  3. Please label the outside of the package with the RMA number that will be assigned. If we receive a return without this identifying number, we may not recognize which customer or account to credit.
  4. Ship the order back to the address given. Heartwell Medical will not pay the shipping costs for item returns.
  5. Please allow up to 2 weeks for transit time and processing time. You will see a refund issued within that time, less the shipping charges and applicable restock fees. 
HeartWell Medical Return / Discrepancy Form:

Non-Returnable Items

  • Hygienic items (i.e. toilet accessories, pillows, commodes, braces, etc)
  • Refrigerated items
  • Custom-made products, including narcotics cabinets & exam room furniture
  • Special order items
  • Items with expiration dates (example: diabetic test strips, sterile wipes)
  • Refurbished products
  • Hospital & adjustable beds
  • Custom wheelchairs
  • Respiratory products
  • Incontinence items
  • Wound care items
  • Mattresses & support surfaces
  • Power patient Lifts & stand-up lifts
  • Lift slings
  • Geri Chairs
  • Wheelchair Cushions & Backs
  • All parts orders are non-returnable

Order Cancellations

If you would like to cancel an order that you placed, please contact us right away at 877-249-0230 so we can cancel the order before it is processed. Once it ships, the cancellation will be classified as a return and may incur restock fees. 

Orders for custom and built-to-order items may not be able to be cancelled once production of the item has begun.