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Refund and Return Policy

Return and Refund Policy

Effective Date: 12/01/2025

 

1. Scope and Intent

This Return and Refund Policy applies to all purchases made through the Medical Mobility Supply website located at www.medicalmobilitysupply.com.

Medical Mobility Supply sells durable medical equipment (DME) that is subject to strict manufacturer, health, safety, and regulatory restrictions. As a result, all sales are final once an order has shipped, except as expressly stated in this policy.

 

2. Contact Information

For questions regarding damaged or incorrect orders only, please contact:

 

3. Final Sale Policy – No Returns

Durable Medical Equipment (DME)

Due to manufacturer agreements, infection-control standards, and federal regulations, durable medical equipment (DME) is non-returnable and non-refundable once shipped.

This restriction applies regardless of whether the product has been opened, and includes—but is not limited to—products that are:

  • Opened or unsealed

  • Used, tested, assembled, or installed

  • Removed from original packaging

  • Refused at delivery

  • Ordered in error or due to incorrect sizing, fit, or preference

Manufacturer-Aligned Requirement:
Our suppliers do not permit returns of DME once shipped, except in cases of verified transit damage, manufacturing defect, or fulfillment error. Medical Mobility Supply is contractually required to enforce these conditions.

 

4. Limited Exceptions — Damaged, Defective, or Incorrect Items Only

Returns, refunds, or replacements are only permitted if:

  • The item arrives damaged during transit

  • The item is defective upon arrival

  • An incorrect product was shipped by Medical Mobility Supply

No other exceptions are allowed.

 

4.1 Mandatory Reporting Requirements

To qualify for review:

  • Notification must be made within 48 hours of delivery

  • Clear photo and/or video documentation must be provided

  • The product must remain unused and unaltered

  • Original packaging must be retained for inspection and carrier claims

Failure to meet these requirements automatically voids eligibility for any remedy.

 

4.2 Resolution Determination

If a claim is approved, Medical Mobility Supply will, at its sole discretion:

  • Issue a replacement, or

  • Issue a refund to the original payment method

Refunds are issued only after inspection and confirmation.
Return shipping is covered only for approved claims.

 

5. Freight, Refusals, and Accessorial Charges

  • Refused shipments are not eligible for refund

  • Original outbound freight, liftgate, residential delivery, and accessorial charges are non-refundable

  • Damage caused by customer handling after delivery is not covered

These terms align with carrier and manufacturer freight policies.

 

6. Order Cancellations

  • Before shipment: Orders may be canceled for a full refund

  • After shipment: Orders cannot be canceled and are subject to this final sale policy

 

7. Non-Returnable Items (No Exceptions)

The following are strictly non-returnable and non-refundable:

  • All durable medical equipment (DME) once shipped

  • Opened, used, assembled, or installed products

  • Custom or special-order items

  • Products marked “Final Sale”

  • Refused or undeliverable shipments

  • Gift cards and downloadable software

 

8. Refund Processing (Approved Claims Only)

  • Refunds are processed only after inspection and approval

  • Refunds are issued to the original payment method

  • Processing time may take up to 14 business days

 

9. Chargeback & Dispute Policy

By completing a purchase on our website, you expressly acknowledge and agree that:

  • All sales are final once shipped

  • This policy is clearly disclosed prior to checkout

  • Filing a chargeback for reasons outside the scope of this policy constitutes a billing dispute without contractual basis

Medical Mobility Supply vigorously contests chargebacks using order confirmation records, delivery confirmation, manufacturer policies, and this Return and Refund Policy.

 

10. Legal Rights

This policy does not limit any rights that cannot be waived under applicable law.

 

11. Agreement to Policy

By placing an order on our website, you acknowledge that you have read, understood, and agreed to this Return and Refund Policy, including the final sale nature of durable medical equipment.

 

Medical Mobility Supply
8401 Mayland Drive, STE #A
Richmond, VA 23294
support@medicalmobilitysupply.com
1-804-315-3950