Refund and Return Policy
Effective Date: 12/30/2025
1. Scope and Intent
This Return and Refund Policy applies to all purchases made through the Prime Home Medical website located at primehomemedical.com.
2. Contact Information
For questions regarding returns or refunds, please contact our Customer Service team:
Email: support@primehomemedical.com
Phone: 567-320-2159
Address: 209 W Plum St., Wapakoneta, OH 45895
Hours: Monday–Friday 9:00 AM–5:00 PM (EST), Saturday 10:00 AM–2:00 PM (EST)
3. Return Eligibility
Customers in the United States may cancel and return eligible products within 14 days of receipt, subject to the conditions below.
3.1 Conditions for Return
Unused and Undamaged: Items must be unused, undamaged, and in the same condition as received.
Original Packaging: Items must be returned in original packaging with all labels and tags attached.
Proof of Purchase: A receipt or proof of purchase is required.
4. Return Process
4.1 Initiating a Return
To initiate a return, contact Customer Service within 14 days of receiving your order. Please provide your order number and the reason for return. After review, we will provide return instructions and, if applicable, a Return Merchandise Authorization (RMA).
4.2 Preparing Your Return
Securely package the item in its original packaging. Ensure all accessories, manuals, and included items are enclosed. Include any provided return documentation and affix the return shipping label, if issued.
4.3 Shipping the Return
Returns must be shipped within 7 days of receiving return authorization. Customers are responsible for using a trackable shipping method to ensure safe delivery.
5. Return Shipping Costs
All return shipping costs are the responsibility of the customer unless the return is due to a defect, damage, or an incorrect item received.
6. Specific Return and Refund Conditions
6.1 Change of Mind
Items must meet return eligibility requirements and be requested within 14 days of receipt. Refunds are issued to the original payment method, minus any applicable restocking fees.
6.2 Defective or Damaged Goods
Notify us within 48 hours of delivery and provide photos or videos of the issue. We will offer a replacement or full refund, including return shipping costs.
6.3 Incorrect Item Received
Notify us immediately. We will arrange return shipping at our expense and send the correct product.
6.4 Product Not Received
If your order does not arrive within the estimated delivery window, contact us. If confirmed lost, we will issue a full refund or replacement.
6.5 Order Cancellation
Orders may be canceled for a full refund before shipment. If shipped, standard return procedures apply.
7. Non-Returnable Items
Due to the nature of medical and mobility equipment, the following items are not eligible for return:
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Products that have been used, assembled, or show signs of wear
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Mattresses, support surfaces, or cushions that have been opened or removed from their original protective packaging
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Hygiene-sensitive or patient-contact items once opened
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Custom-ordered or special-order equipment
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Items damaged due to misuse, improper installation, or normal wear and tear
All returns must be in new, unused condition and in original manufacturer packaging to be eligible for approval.
8. Refunds
8.1 Refund Approval
Refunds are issued after the returned item is received and inspected. Customers will be notified via email.
8.2 Refund Processing
Approved refunds are issued to the original payment method. Processing times may take up to 14 days, depending on your financial institution.
8.3 Partial Refunds
Partial refunds may apply for items returned damaged, incomplete, or outside the return window.
9. Exchanges
Exchanges are available for defective, damaged, or incorrect items. Contact support@primehomemedical.com to request an exchange. Shipping is covered for qualifying issues; otherwise, customers are responsible for shipping costs.
10. Timelines
Returns must be reported and shipped within 14 days of delivery. Refunds are processed within 14 days of return inspection.
11. Legal Rights
This policy does not affect any rights provided under applicable law.
12. Questions and Support
For assistance, visit our FAQ page or contact Customer Service:
Email: support@primehomemedical.com
Phone: 567-320-2159
Note: By making a purchase on our website, you agree to this Return and Refund Policy.
Prime Home Medical
support@primehomemedical.com
567-320-2159
209 W Plum St., Wapakoneta, OH 45895