How do I return an item?

Return Policy - Best on the Web

At the, our goal is to ensure that you always select the right product for your needs. However, you may occasionally receive a product that doesn't work for you. If you need to return an item, please review our Return Policy below and submit an online Return Authorization Request.

Return Policy
Most items may be returned within 30 days of receipt for a refund. They must be returned at the customer's expense in their original packaging and meet the following conditions:

  • Product must be in new condition. For example, no cracks, scratches, dirty or marked tires, or any indications of usage.
  • Product must be returned in its original packaging.
  • You can purchase new packaging for wheelchairs, walers and scooters by calling our customer service department.
  • A Return Authorization must be requested from within 30 days of delivery of the product.
  • Once an RA has been received, products must be returned within 14 days.
There are certain products that are custom-made by the manufacturer and are non-returnable, These include:

  • Ultralightweight wheelchairs
  • Sport wheelchairs
  • Handcycles
  • Custom Wheelchairs
  • Tracer IV Custom heavy-duty and Tracer SX5RC wheelchairs
  • Special Sale items

Some products require a 20% restocking fee for returns. (must be unused)These include:

  • Lift chairs
  • Power wheelchairs
  • Lightweight wheelchairs
  • Scooters
  • Cushions and Backs
  • Rehab Shower Commode Chairs
  • Liteshower and Fawssit if used returns will be denied

All returned products require a Return Authorization number. Returns received without this number will not be credited. The easiest way to request an RA number is by completing our easy online Return Authorization Request.

You may also call us at 1-866-218-0902 or email us at returns@medicaldepartmentstore to request an RA number. Please include your order number, name and the item number you are returning.
PLEASE NOTE: Products returned without an RA number will not be credited. To receive your credit, items must be shipped within 14 days from the day the RA Number and shipping information were provided .

Return Shipping

Unless made an error, return freight is the customer's responsibility. We will be happy to help you determine which shipping method to use once you have requested your RA number. We highly recommend insuring larger items for their retail value to protect against shipping damage.

Please be sure to carefully follow all return-shipping instructions that are included with your Return Authorization number. If an item is returned to the wrong address, reserves the right to charge for any additional shipping fees associated with shipping the item to the correct location.

Cancelled Orders/Refused Orders

Orders cancelled after the item has shipped are subject to all standard return policies. You must accept delivery, obtain an RA Number and ship the item back to the correct address. If delivery of an item is refused, return shipping costs are deducted from the issued credit and a 25% restocking fee (minimum $25) will apply. Second-Day and Next-Day shipping costs will not be credited if delivery is refused.

Once your return is received, will issue a credit to the credit card used for the purchase. Please allow up to 10 Days for your credit to be issued. If you paid by check or money order, we will issue a check within 30 days.

If your item is defective or was damaged in shipping, please call us at 1-866-218-0902 or email us at [email protected] Any damage in shipping claim must be reported in 48 hours from delivery.