We feel that most folks are honest, and they wouldn't ask us to take something back unless it was really necessary. All we ask is that you treat us like you would want to be treated if you were in our place.   The following are our thoughts, and the reasoning behind them. Retail stores have taught a whole generation of consumers that it is OK to buy three sizes and bring two back rather than take the time to try them on in the store. That may get customer satisfaction, but it is very wasteful and costly. If we had the wild markups those stores do, we could do that also. But if we want to keep offering the prices we do (or just to continue to stay in business, for that matter), we can't do that. Please let us emphasize that our goal is not to make money on returns - just not to lose money.

We will accept returns on most products or parts within 30 days of receipt (NOTE: for products that are non-returnable, please see below), as long as they are in unused, original condition, with all original packaging, components, instructions, and warranty materials.  In other words, if it can be resold as new, we will take it back. If there was a problem that was our fault, we will have the item picked up at no charge. For any other reason, you pay the return shipping charges and our cost of originally shipping the product to you.

You MUST obtain a Return Authorization from us before returning an item for credit or exchange. If you return an item without first obtaining a Return Authorization you will not be entitled to any credit or refund or exchange.

Please email us at returns@jansenmedical.com or call our toll free number 1-888-896-4050 and request a Return Authorization (RA) number, and we will let you know how and where to return the item.  The RA number also helps us track the return and speed your refund to you. It is hard to determine exactly how long it will take to get your refund, as the factory or warehouse has to receive and inspect the item before they can determine its condition. As soon as they credit us back for the item, we will immediately refund you in the same manner as you paid for the item (credit on a credit card, check mailed for check paid, etc).

Returnable Items

How much will you get back? Well, it depends on what products you have purchased. Nearly all the manufacturers we deal with have restocking fees on returned equipment. At our pricing structure, we simply cannot afford to absorb these fees. But we also won't charge you any more than they charge us. Listed below are some of the restocking fees we must charge:

Ramps: All new products have a 25% restock charge.  Items that show any use whatsoever are not eligible for returns.

Scales: New, unused scales may be returned for 20% restock charge.

Paraffin Baths: May be returned in new condition with a 20% restocking charge.

Standing/Sitting Aids:  May only be returned if in new, uninstalled condition within 15 days of purchase with a 20% restocking charge.

Repair Parts: New, uninstalled parts that we stock in our Houston warehouse will nave no restocking charge.  In other words, when you remove it from the box and it is obvious that it is not the correct part, you may return it to us for full credit. For special order parts, it depends on where the part comes from, but normally, uninstalled parts can be returned - we will charge whatever restock charge our sources require.

Non-Returnable Items

Bathroom products (commode/shower chairs, shower wheelchairs, transfer benches, commodes, etc) that have been opened cannot be accepted for return unless the item is defective; we think anyone can understand why.

Stockings, hosiery, foot care items, lymphedema garments, orthopedic supports, items packaged or sealed in plastic, and any other items that have been worn on a person’s body cannot be returned because of hygiene reasons – the items cannot be resold as new. If you would be uncomfortable receiving an item that has been worn by someone else as a “new” item then we hope you can understand why health and safety regulations prohibit us from reselling them.

Cushions, mattresses, pillows, and any upholstered item may not be returned unless the item is defective.

Patient lift slings may not be returned unless the item is defective.

Repair parts that have been marked up, scratched, etc, and electrical parts that have been installed cannot be returned; our parts sources won't take parts back that have been installed for any reason.

Lift Chairs: This is a policy change for our company, and has become somewhat of a sore subject for us personally. Our lift chairs are built to order by Med Lift & Mobility, who is the finest, and has the best customer service, of any lift chair manufacturer in the country. However, in the past, we have had customers ask for refunds, not because of the quality of the chairs, but because: 1) "The chair didn't exactly match my curtains"; 2) "The chair measures 18 1/2" from the floor instead of 19"" and 3) "The chair won't fit the turntable that I built for it . . . " Because those folks at the factory are so nice, they worked with us to get partial refunds for these customers, but we cannot ask them to do it anymore. We would love to sell you a lift chair; we think you will find that it is the highest quality, best made chair in the world today.  However, if you order it, it is yours, and all sales are final.

Shipping Charges

Many of our products ship free within the continental United States.  But that doesn't mean that it doesn't cost anyone anything (actually, we should say "shipping included" - anyone who believes that shipping is "free" please stand up...).  If you return a product within the guidelines above, and we refund you the total amount that the manufacturer gives us, that still leaves the shipping charges that we absorbed in getting the product to you; we ask that in addition to your paying the return shipping charges, we will deduct our original shipping charges to get the product to you.  If we shipped the wrong product, we will either credit your expense to return the item, or we will have UPS pick up the item. As mentioned earlier, our goal is simply not to lose money on returns.

Competitor's Policies

We have calls and e-mails every so often questioning just why we go into all this detail on returns, like we are expecting this to be a problem. They even mention that "other web sites don't tell us all this". We think that is the real problem; they just don't tell you.  When a problem occurs, then you find out what their real policies are. A favorite trick is to claim not to charge any restocking fee, EXCEPT for "SPECIAL ORDER" merchandise - then when you try to return something, you find that WHATEVER you ordered seems to be SPECIAL ORDER!! There are not many other businesses that buy more from Invacare than we do, and they still charge us 25% on anything they ship that is returned.  If they charge us that amount, they are certainly charging our competitors the same amount. If they don't tell you upfront that they have to pass that cost on to you, they certainly will when you ask to return something! If they don't, then they are slowly going out of business; they just don't know it yet! We just thought it more fair to tell you upfront. If you have any question specific to your situation that aren't addressed here, please email us at customerservice@jansenmedical.com and we will do our best to help.