Return & Refund Policy


Returns will not be allowed without a valid Return Authorization Number. You may request a Return Authorization
Number within 30 days of the original delivery date. RA numbers expire after 15 days, and we encourage you to
return the product as soon possible. A restocking fee will apply; also any return we receive without a valid RA number
will be documented and rejected, and may be subjected to additional charges.
For shipments that arrive with missing units, or damaged units we will provide the following resolutions per your
request. (Please note: items that replaced will not have credit issued.
 Replacing all affected units.
 Giving partial credit for all affected units.
Some of our products by their nature are not returnable. Below are examples of products we cannot take back if
open, or used unless a defect is documented.
 Masks, Gloves, Tubing, pillows of any kind.
 Incontinence products, Braces/Supports.
 Bath safety products, commodes, raised toilet seats, splash guards, shower chairs, and transfer benches.
(includes all hygiene products)
All shipping charges are your responsibility, with exceptions due to the noted scenarios listed below.
 Products Damaged/defective on Arrival.
 Products shipped in error by Prime Medical Store.
If the shipment does not meet the criteria listed above you may select a carrier of your choice to return your
package(s). The package is addressed. Please reference the Return Authorization Number at the time of filling out
the bill of lading. For your protection, we recommend that you use a traceable carrier that can provide you with
delivery confirmation that you can provide to us once the product has shipped.
All returned products are thoroughly inspected, and a determination will be made if eligibility and conforming
requirements are met. Please verify the product you are returning meets the below guidelines and qualifies for return
to avoid any delay in, or denial of, processing your return. Return processing may take up to 15 business days from
the time your product is received.
 Products must be in the original manufacturer's packaging, and shipped securely.
 Products must be free from damage of any type, including, but not limited to dents, scratches, cracks,
abuse, defacement or indication of removed screws/fasteners or seals.
 Products labeled with a security seal must be deemed not tampered with and have the seal intact.
Credit is issued after the product has been inspected upon delivery. If the product you are returning does NOT meet
the requirements described in the outlined process, notification will be sent, and no credit will be eligible.