In purchasing from us, the consumer accepts any and all conditions for returns, exchanges, and store credit. Returns must be made within thirty (30) calendar days from the date that you received your product. Contact us and we will do our best to communicate with you in determining the reason for your return. We deal with each item on a case-by-case basis. We make every effort to accept returns, but it is important to note that not all products can be safely returned to us.
Due to regulatory laws, hygiene policies, and general public safety, we cannot allow certain items to be returned. The Food and Drug Administration enforces rules concerning the reprocessing of consumables and medical devices.
If not stated online, a Patient Care Representative (PCR) will be happy to help you make that determination. If you return a product without first contacting us, no refund can be issued, and we are not responsible for damages or loss of the item in transit. Even if a PCR has previously approved return of a product, we reserve the right to refuse a refund based on the condition of the received merchandise.
If you would like to return a product, first check online to see if its page states the item is non-returnable. If not stated on our website, you may call 310-558-1400 or contact us via email at support@crescentmedical.com to confirm your return.
Which products are not returnable?
You have the option to call us and a Patient Care Representative (PCR) will be happy to help you. Merchandise that typically cannot be returned includes:
**Pillows, orthopedic soft goods, supports, braces and other non-refundable health care items: For your safety and protection, regional health laws and hygienic concerns render us unable to accept returns on any and all pillow products, orthopedic soft goods, braces, supports, hot/cold therapy items, other health care items once it is evident the item has been opened, used or worn. We truly regret the strictness of this policy, but require it to ensure the safety and hygienic integrity of the products we sell for all our customers. We know you wouldn't want us to send you a used health care product.
**Skin salves, ointments, creams and lotions: For your safety, we maintain strict security over our inventory of skin care products to avoid contamination or product tampering. To maintain this security no skin gels or lotions may be returned or exchanged once delivered. Be assured you will never receive a product that has not been handled by anyone other than the manufacturer and our shipping staff.
This list is not exhaustive--there may be other items we are unable to accept. If you have any questions, our PCR can help you determine if a product can be returned.
What if the product I ordered is defective?
Because each of our suppliers handle defective items differently, please call us at 1-800-469-4343 within 30 calendar days from the invoice date if you encounter any problems with your purchase and we will do our best to make sure any issues are resolved in a timely manner.
What if my order arrives damaged?
We warehouse and package most of our products, and work with our suppliers to make sure your order arrives on your doorstep safely and securely. If an item does arrive damaged or with parts missing, please notify us immediately. We're happy to send you replacement parts as soon as possible.
How do I make a return?
Contact us within the return period. We will issue you a Return Merchandise Authorization (RMA). All merchandise must be shipped back in its original packaging, unused, and must not be defaced in any way. All parts and instructions must be returned. All returns must be accompanied by a copy of your invoice.
How do I exchange an item?
If you need to exchange an item, please contact us within the 30-day return period. We will issue you a Return Merchandise Authorization (RMA). All merchandise must be shipped back in its original packaging, unused, and the packaging must not be defaced in any way. All parts and instructions must be returned. All exchanges must be accompanied by a copy of your invoice. Once the return item is received and inspected, the amount of the item will be applied as a credit for the exchanged item. If the new item costs less than the exchanged item, the difference in item costs will be credited to the original form of payment. If the new item costs more than the exchanged item, the original form of payment will be charged unless otherwise requested. Shipping charges will be applied to the new purchase. A credit approval email and new order confirmation email will be sent once the exchange has been processed.
Where do I write the RMA?
On the shipping label on the outside of your shipment. Make certain that the RMA is written in clear, legible fashion for easier tracking.
How long does the RMA last?
The RMA is effective for seven (7) calendar days after you receive it. After that time, you will need to obtain another RMA as long as you are still within the return period. Outside of the 30-day timeframe, the products cannot be returned.
May I return a product without an RMA?
No. The RMA facilitates tracking of your returned product and expedites your refund. We receive a high volume of shipments daily, so we cannot track all incoming packages without tracking codes.
Please note that refunds for merchandise returned without RMAs will be denied.
Do you have a return service fee?
Yes. Returns and refunds impose an extra workload on our part. Rather than pass this cost onto the consumer through higher product prices, we are consistent with others within our industry by requiring nominal service fees in the event of returns.
A service fee of 20% is required for most items. Items shipped directly from the manufacturer require a service fee of up to 30%, per manufacturers' requirements.
Are shipping and handling charges refundable?
No.
In what form will I receive my refund?
Once your return is received and inspected, the refund will be processed and a credit will be applied to the original method of payment. Returned items must be in new condition and in the original packaging. Please do not assemble or modify a product before returning it or else we cannot refund your purchase. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account. Gift returns will result in a credit to the gift giver's original method of payment for the items that are returned. Returns are processed every two weeks. A credit approved email will be sent when the return has been processed.
What does a refused shipment or undeliverable package mean?
If you refuse a package upon arrival or your package is undeliverable due to customer error, we must charge your card for the shipping cost. This policy also applies to orders sent with FREE shipping.
