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Damaged Merchandise Return Policy

Overview

Please examine your order carefully as soon as it is received.

In order to start a return on damaged merchandise within the return window, please send an email to returns@truehealthcareservices.com.

The email should contain the following setup:

Subject Line: Return Request for Order [Customer, please insert your order number] - Damaged Merchandise
Body of the Email: Please include the following information:

1. Your order number (found in the email invoice confirmation)
2. Name of the product and quantity you would like to return
3. Detailed description of the issue (pictures are recommended)

Once your request is made True HealthCare will contact you with the return instructions. After the item is received by the manufacturer it will be inspected and if it is determined by them that the item is in fact in working condition and undamaged, you will be charged a 35% restocking fee plus the shipping fees.

If the item is able to be repaired, it will be repaired and shipped back to you at no additional shipping cost. If the item cannot be repaired, a new item will be sent to you as a replacement, with no additional shipping cost.

Damaged Merchandise - Freight Shipping

The freight shipping company generally requires the customer to sign a document that verifies goods were delivered in an acceptable, undamaged condition.

If you receive a damaged box, examine the contents immediately, take photos documenting the damage and refuse delivery if the merchandise is damaged. If, after accepting/signing for a product delivery you discover damaged merchandise, please take photos documenting the damage and call 1-833-453-2831 within 48 hours to report the damage and initiate the order return. True HealthCare will not replace, return, or refund your damaged goods if you fail to report shipping damages within 48 hours of product delivery, with no exceptions.

Again, True HealthCare emphasizes that you should not sign a proof of delivery form without first examining for damage and documenting any damage through photos, that may be present both to the exterior product packaging and/or to the product itself.

Damage During Freight Shipping - Freight Inspection Insurance Policy

Sometimes during freight shipping transit, concealed product damage occurs. True HealthCare emphasizes the importance of following the steps outlined below in order to protect your purchase.

Before you sign for the package, inspect it by opening or uncrating the merchandise and checking for concealed damage. You should also ensure merchandise received is what you ordered. Using an ink pen, document any damages directly on the paper at the end of the delivery (the Delivery Ticket) given by the freight shipping company. If you sign the Delivery Ticket without noting any damage, you will be responsible for any costs associated with replacement.

When you sign the Delivery Ticket, you are releasing liability and stating that you have inspected your order at the time of delivery to ensure there is no damage.

Please DO NOT SIGN any delivery forms presented by the freight shipping delivery provider until you have thoroughly inspected your products and packaging.

Your written documentation on the Delivery Ticket needs to explain any defects, damages, rips, tears, or missing parts. Please be advised that if you choose not to take these steps of inspecting and documenting your delivery, your insurance policy is voided and you are responsible for the costs associated to replace the item.

Damaged Merchandise - Standard Shipping

Standard shipping may not require a signature upon delivery. If a signature is required, please inspect the order thoroughly. If there is no damage, you can sign for the delivery. If there is damage please note it on the Delivery Ticket when signing for it or refuse the delivery and contact True HealthCare via email at returns@truehealthcareservices.com.

Damaged Merchandise Replacement Process

After you call True HealthCare to report damaged orders within 48 hours, True HealthCare requires you to email additional information, including photos, to returns@truehealthcareservices.com to begin a damaged merchandise replacement process. Upon review and acceptance, True HealthCare will issue you a Return Merchandise Authorization (RMA#) and a specific return shipping address via email. Please note, the specific return address may vary so you must wait until you receive it from True HealthCare via email.

Please wait for return instructions before returning any damaged merchandise. If you do not receive True HealthCare’s email within 48 hours after speaking with True HealthCare (Monday through Thursday) or 72 hours after speaking to True HealthCare (on a Friday), please call True HealthCare again.

You are not responsible for return shipping costs for goods that arrive damaged, once approved by True HealthCare. If the warehouse subsequently discovers that the item is not damaged or defective, a restocking fee and shipping fee will apply.

Disposing of Damaged Merchandise Policy

There are certain instances when the manufacturer, vendor, or freight carrier may not authorize the return of the damaged merchandise. This decision is made at the sole discretion of the manufacturer, vendor, or freight carrier and is not something that True HealthCare has control over. In the alternative, they may suggest repair or replacement of merchandise that is damaged during shipping.

If the manufacturer, vendor or freight carrier does not authorize the return of the damaged merchandise, you may discard, dispose, donate, or upcycle the damaged merchandise. Please do not discard, dispose of, donate, or upcycle any damaged merchandise until you have been instructed to do so, which may require up to 120 days. Until explicitly informed otherwise, the damaged merchandise must remain in the possession of the customer.

Please note, True HealthCare does not reimburse customers for any costs associated with discarding, disposing, donating, or up-cycling the damaged merchandise.

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