Return Policy

EXTENDED HOLIDAY RETURN POLICY:

Gift purchases made between November 24, 2023 and December 22, 2023 may qualify for our Extended Holiday Return policy.
Return requests for qualifying products will be accepted thru Jan 15, 2023. A Return Authorization Number is required & all other return conditions still apply.

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Your satisfaction is our primary goal at Elder Depot. If you are not satisfied with your purchase for any reason, we gladly accept returns within 30 days of the invoice date (unless otherwise noted on the web site or in the Return Elgibility Section. Please review our full return policy details below. After 30 days, please contact the manufacturer for warranty information.

(Please see Damaged or Defective Merchandise: Click Here)

IMPORTANT NOTES:

• All Returns must include a Return Authorization Number.
• Returns will be accepted within 30 days of the invoice date.
• Returned items must still be in new and resalable condition with all parts, instructions and the original unmarked retail packaging.
• Shipping charges (if applicable) are non-refundable.
• A standard 15% restocking fee applies to all items being returned that received Free Shipping (with the exception of telephones, hearing devices & caregiver alarms).
• All refused items will include a 15% restocking fee.
• Return shipping charges are the responsibility of the customer unless the item was shipped in error or found to be damaged or defective, in which case a return label will be shipped with the replacement item.

RESTOCKING FEES FOR RETURNS: Returns are costly for you and us. We charge restocking fees to cover the cost of original shipping charges and return handling. In addition, many distribution warehouses and manufacturer direct items we ship charge a restocking fee to have items returned. We do not intend to make any money with restocking fees. Please be sure to contact us with any questions prior to ordering to avoid unnecessary returns.

• A standard 15% restocking fee applies to all returns that received free shipping when returned within the 30-Day Return Period. This does not apply to telephones & hearing devices.
• In the event that a return is accepted beyond the 30 day return period, the following restocking fees will apply: 30-45 days @ 25% restocking fee. 45-60 Days @ 35% restocking fee.
  NO RETURNS WILL BE ACCEPTED AFTER 60 DAYS (30 DAYS FOR ALL HYGIENE PRODUCTS).
  Elder Depot reserves the right to make exceptions beyond its 30-Day return policy at its own discretion.
• If item(s) are received in non-resaleable condition or a condition other than "like new", additional restocking fees will apply or the item may be refused for credit, depending on the condition of the item (eg. Product is damaged, shows signs of use, has been written on, has missing packaging, parts, or instructions).

Return Eligibility:

All products must be returned in their original, unmarked retail packaging, with all parts, warranty cards, and instructions. Please ship items in the original shipping box or other standard shipping box to prevent damage to the retail box when shipping. Please use an outer shipping carton or shipping pouch and DO NOT ship items directly in the manufacturer's retail box. We do not keep manufacturer replacement retail boxes and would need to charge a restocking fee if we cannot use the original manufacturer's retail packaging because it has been damaged in transit, written on, or has shipping labels attached to it.

Health and Safety Regulations preclude us from accepting returns on the following items:

• "Opened" packages of disposable incontinence products (eg. diapers, underpads, gloves, and wipes)
• "Used" or "Washed" personal textile products (eg. reusable briefs, cloth underpads, bibs, gowns, clothing, bedding, and foot/heel pillows)
• "Used" or "Installed" Personal Hygiene products (eg. commodes, urinals, bath mats, toilet seats, toilet rails, wheelchair/ seating cushions, bath/shower chairs, and any toileting or bathing products)
• Mattresses, Wheelchair/ seating cushions, bath mats, vinyl mattress covers, and pillow protectors that have had the original outer plastic packaging opened are non-returnable.
• Games, Puzzles, and Playing Cards with the outer plastic packaging removed are not returnable.
• We cannot accept returns of "partial" cases or if any items within the case have been opened or used.
• Wheelchairs, Rollators and Walkers cannot be returned with signs of use (eg. scuffed wheels, worn parts, etc)

Instructions for Return:

1. Login to "My Account" at the top of the web site. Select "Order History" and click on the corresponding Order containing the item(s) you would like to return.
2. For each item in your order that you would like to return, please click the "Return this item" button directly underneath the product.
3. A returns specialist will respond with your return authorization number and complete return instructions via email. Please allow up 1 "business day" to receive your response.
4. We recommend shipping your return via UPS, FedEx, or other common courier that tracks and insures shipments, as we cannot be responsible for lost or damaged packages.
5. Once the item(s) have been received at the return facility, inspection and processing can take up to 5 business days.
6. Once an item is determined to be in eligible condition, you will receive an email confirmation that a refund has been issued back to the original form of payment, less shipping and handling charges (if applicable) and any restocking fees that apply.

EXPEDITED RETURN PROCESSING: To help in expediting the returns process, please email [email protected] with the tracking number once the item has been shipped back to the return facility.

If you have questions regarding your return, please contact our customer service department at [email protected].

Damaged or Defective Items:

Important Note: Please note that if an item is found to be damaged, defective or missing parts after receipt, our standard policy is to send out either a replacement part (if available) or replace the unit at no cost to you. If you request to return an item due to a damage, defect, or missing part and do not accept the no charge replacement, your return will be processed under our standard return policy as "changed mind/ did not fit needs". Restocking fees will only be waived if upon inspection the item is found to be damaged or defective due to no fault of the customer.

Please Note: Damaged or Defective Products can only be "exchanged" for the exact same product.

DAMAGED ITEMS

If your shipment appears to be damaged, do not accept the package. Instruct the shipper to return to sender. If once opened, you find that the item(s) have been damaged in transit, please let us know no later than 10 days of receipt, so that we can contact the shipping courier to process a claim and re-send a no charge replacement item to you. Depending on the situation, UPS or FedEx may pick-up the damaged item from you within 1-5 business days or we may issue a pre-paid return label so you can return the damaged merchandise for inspection. You can email us regarding damaged items at [email protected] or call (800) 910-7790, Monday through Friday from 9am-5pm EST.

DEFECTIVE ITEMS

Please contact us as soon as possible after the manufacturing defect is discovered. Provided we are contacted within 30 days of the original invoice date, we will send out a replacement part (if available) or replace the unit for you at no charge. A Return Authorization Number (RA#) and pre-paid return label will be issued to send back the defective merchandise. You can email us regarding defective merchandise at [email protected] or call (800) 910-7790, Monday through Friday from 9am-5pm EST. If you find that the product is defective after the 30-day return period has expired, please contact the manufacturer for warranty information.

RETURN OF DAMAGED OR DEFECTIVE PRODUCTS

If a no charge replacement item is requested and shipped, a Pre-Paid Return Label will be provided for the return of the damaged or defective merchandise. If the original merchandise is not returned back within 15 days of receipt of the replacement item, we reserve the right to charge your account for the cost of the replacement item. If you do not receive the return label or need any assistance with your return, please contact us by email at [email protected] or call (800) 910-7790, Monday through Friday from 9am-5pm EST.

Cancellation of Orders:

Orders cannot be cancelled if they have already been allocated at the warehouse or shipped. Our standard return policy applies to all refused items. Items that are refused by the recipient will incur a 15% standard restocking fee not to exceed the original and return shipping charges incurred on the shipment. Shipping charges, if applied, are non-refundable for refused shipments.

Elder Depot reserves the right to modify our return policy in the future. Any modifications will be posted on our web site for review.