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Return Policy
How do I return a product? What if I receive a damaged product?
Damaged products:
Please inspect your package when it arrives. If it is defective or damaged please notify us within 3 business days of delivery. Customer Service toll-free 866-722-4581.
Return a product:
Follow these directions for a pain-free return process:
- Do not return products to our
corporate office.
- Product must be in its original packaging with all Instruction/Warranty paperwork.
- Product must be unused.
- Request an RMA (Return Merchandise Authorization) by calling 866-722-4581, or email returns@phc-online.com.
- You will be instructed where to
return your product
You must request an RMA within 10 days of receiving the product. All Returns must be complete within 30 days.
Restocking Fees:
Restocking fees up to 20% may apply to your product and return shipping charges must be paid by customer. This applies to all returns.
Non-Returnable Products:
Include all bath items, bedside commodes, incontinence items, wound care products, Diabetic Testing Supplies, hospital and adjustable beds, mattresses, covers and support surfaces, sheets, pillows, food products/supplements, Patient Lifts, Pool lifts, Stand-up Lifts, Lumex lift, slings by Drive Medical, custom wheelchairs (only Transport & Standard weight chairs can be returned), Geri-Chairs, Handcycles, Socks, Hose, Ramps, Respiratory items, Wheelchair Cushions and Backs. Lift Chairs ordered with non-quick ship fabrics and/or heat/massage are non-returnable. Any item not in original packaging is non-returnable. All parts orders are non-returnable.
Note: Drive Medical Products:
Drive Medical products cannot be returned if the box has been opened.
Use RMA number:
The RMA (Return Merchandise Authorization) number must be visible on each package. Items returned without an RMA# may not be identified as a return and credit will not be issued. Returned products must be in new condition, in the original packaging with all paper documentation. Customer is responsible for return shipping.
Credits and Refunds:
We will credit your purchase, less shipping and the restocking fee (if applicable) once the product is received and it is in like new condition. If you paid by check you will receive a refund check within 2 weeks of receiving the return.
Order Cancellations:
If you have placed an order with us and need to cancel it, please contact us immediately at 866-722-4581. We will make every attempt to stop your order from shipping; however we cannot guarantee that it hasn't shipped. Normal cancellation fee is 6% if your order has been processed and your credit card has been charged. If your order has shipped, you will be responsible for the shipping charges to you and the return to us. This will be considered a return and treated accordingly. Orders for non-returnable products cannot be cancelled once shipped. Custom orders - Orders for adjustable beds, power wheelchairs, scooters and custom wheelchairs that are built-to-order cannot be canceled once the order is processed and assembly has begun.
Please - Do not refuse a parcel.
Since many products must be shipped back to an address other than where it was originally shipped from, never refuse a product. Refusing a shipment will result in 30% re-stocking charges plus all shipping costs. Also, without an RMA number, the package may not be identified or recognized as being a return and credit will be not be issued.
Terms:
For all prices, pictures and products, we reserve the right to make adjustments due to errors, shipping times, product discontinuation or typographical errors in advertisements.
Tips to avoid returns:
When purchasing a Lift Chair, Wheelchair, Scooter, or anything else where the seat size may be critical take a couple minutes to make some quick measurements. Seat width and depth dimensions are posted on each product page under Specifications. If you still have questions regarding sizes please call Customer Service toll-free 866-722-4581.
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