Summary
True HealthCare is happy to assist you through the return process for any order that needs to be returned that fits the Return Policy criteria, outlined below. The standard return window is 15 days unless otherwise stated below or published on the Website. The standard restocking fee is 35% unless otherwise stated below or published on the Website. There are certain items that are non-returnable, please see the specific non-returnable item list below. All returns must be authorized by True HealthCare, with no exceptions.
Return Overview
If you would like to return a product for any reason, you must initiate the return process by emailing True HealthCare at returns@truehealthcareservices.com (more specific information below). We will respond by the next business day with your return instructions. If you do not hear back from us within 48 hours of your email (Monday-Thursday) or 72 hours (Friday-Sunday), please call us at 1-833-453-2831. When calling, please be prepared to provide your order number.
All returned products require a Return Merchandise Authorization (RMA#). When returning the box, please confirm that your RMA# is clearly marked on the outside of the box. Returned boxes without an RMA# on the outside of the box will be refused by the warehouse and returned to the sender.
Merchandise cannot be returned if it has been used, soiled, or if the packaging is destroyed. The product must be in new, resalable condition. There are return policy exceptions that apply to the sale of certain items outlined below.
Non-Refundable Merchandise
Merchandise cannot be returned if it has been used, soiled, or if the packaging is destroyed. The product must be in new, resalable condition. Some medical devices are non-returnable and non-refundable. There are Return Policy exceptions that apply to the sale of the product categories listed in the section below. True HealthCare does not accept returns on items that cost less than $20.
Non-Refundable Product Categories
The following categories are non-refundable and are unable to be returned:
- Single-use patient items (such as hand splints, heel protectors, stockings, neoprene wraps, foam cushions, and bed-overlay mattresses)
- Accessories/parts/replacement parts
- Hygiene products/toileting products/bathroom products/body braces/wheelchair cushions/stockings/splints
- Bed mattresses, low air loss and alternating pressure mattresses
- CPAP machines / BIPAP machines
- Custom wheelchairs
- Custom strollers
- Hospital beds
- Hoyer lifts
- Lift chairs
- Overlay mattresses
- Oxygen concentrators
- Patient lifts
- Raised toilet seats and commodes
- Shower chairs and bath seats
- Scooters
- Body-solid products
- Clinical furniture items
- Hausmann furniture items
- ICC (Invacare Continuing Care Group)
- IPU items
- MJM items
Other exceptions are listed beside individual product descriptions on the product's respective product page on the Website.
After a non-refundable product has left the warehouse, the item cannot be returned.
Returned Merchandise Condition
Returned merchandise must be returned in new, resalable condition, containing all the manufacturer's original packaging, accessories, warranties, instruction manuals, and anything else that was sent in the original package.
Merchandise returned to True HealthCare that is used, damaged, or in non-resalable condition will not be refunded or replaced. It will not be returned to the customer, and restocking and shipping fees will still apply.
How to Start a Return
Non-Damaged Merchandise
In order to start a return on non-damaged merchandise within the return window, please send an email to returns@truehealthcareservices.com.
The email should contain the following set up:
Subject Line: Return Request for Order [Customer, please insert your order number]
Body of the Email: Please include the following information:
a. Your order number (found in the email invoice confirmation)
b. Name of the product and quantity you would like to return This email setup will help your return process quicker.
True HealthCare will honor your return if the date of your email is within the applicable return window of the date of your purchase. If there is no response from us within 48 hours of your email (Monday-Thursday) or 72 hours (Friday-Sunday), please call us at 1-833-453-2831. When calling, please provide your order number.
Damaged Merchandise
Please refer to the DAMAGED MERCHANDISE RETURN POLICY.
Return Process
Once True HealthCare receives your return request email, we will promptly issue a RMA# and the specific return shipping address. The return shipping address varies with each product, so be sure to follow our email instructions which will provide the exact return shipping address.
If you return merchandise to an incorrect warehouse address due to return address delivery instructions being ignored, then the customer will be responsible for all charges associated with rerouting the package to its assigned location.
The return package must have the RMA# clearly marked on the outside of the box. Packages without a RMA# clearly marked on the outside of the box will not be accepted, with no exceptions.
True HealthCare advises you to return the merchandise through a traceable form of shipping (examples include UPS, FedEx, DHL, etc.). As a precaution, you may want to purchase shipping insurance, as True HealthCare is not responsible for product damages incurred during the merchandise shipment’s return.
Once the product has been received, True HealthCare will credit your original form of payment, minus any applicable restocking fees and any other applicable fees outlined in the Return Policy.
Please allow the following time frames for return credits:
- Debit Cards: 7-14 days (depending on the banking institution)
- Credit Cards: 1-5 days
- PayPal: Time varies, and depends on whether a credit or debit is attached to the account
- Please contact your financial institution if the credit does not appear during these timeframes.
Return Shipping Fees
You, as the customer, are responsible for all return shipping costs except for when goods arrive to you damaged please see below the DAMAGED MERCHANDISE RETURN POLICY.
Non-Refundable Outbound Shipping Charges
Outbound ground shipping and outbound freight shipping charges are non-refundable. This includes all standard shipping or freight shipping charges.
Incorrect Merchandise Return
In the rare event that True HealthCare inadvertently sends you the incorrect merchandise, you will not be responsible for the return shipping charges and no restocking fees will apply. The incorrect merchandise must not be opened, must not be used, and must be returned in its original packaging.
True HealthCare will pay for the return shipping charges and will ship out the correct merchandise to you once True HealthCare receives the incorrect merchandise tracking information from you via email.
Order Delivery Refusal/Refusal By Customer
Products ordered and then refused by a customer at their address will incur an automatic 50% restocking fee. Orders returned without first contacting True HealthCare to start the return process and receiving direct authorization from True HealthCare to refuse delivery, will incur an automatic 50% restocking fee.
If you refuse delivery of an order package or if the order package is returned as undeliverable to the delivery address you provided, then you will be responsible for refusal shipping charges, return shipping charges, and product restocking fees of 50% (unless the item was non-refundable, more information below). For example, if the item is $100, and the shipping fee is $20, then the refund to the customer is $10 ($40 in shipping fees to the customer and back, and the 50% restocking fee).
Please ensure that you understand how the merchandise you order will be delivered and make arrangements to receive the order when it arrives at the shipment address that is provided with the order. This policy applies to all True HealthCare orders and applies to both freight deliveries and standard ground deliveries. Non-refundable items that are refused by the customer at the time of delivery, will not be refunded.
Exchange Policy
True HealthCare does not allow for direct product exchanges. You are able to return the purchased merchandise, receive the refund and repurchase the desired merchandise. Please follow the steps to return the merchandise found in the Return Policy.