Refund Policy

March 11th 2026

RW Medical strives to provide high-quality medical supplies and equipment. This Refund Policy outlines the conditions under which products may be returned, replaced, or refunded. Customers are encouraged to review the policy carefully to ensure compliance with return requirements.

All orders are subject to RW Medical’s Terms of Service, which govern your purchase and use of our products.

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1. Return Eligibility Period

RW Medical accepts return requests within 30 days of the delivery date. All returns must receive prior authorization from RW Medical before items are shipped back. All returns are reviewed and handled on a case-by-case basis. Submission of a return request does not guarantee approval.

Returned items are subject to inspection upon receipt to verify eligibility for refund in accordance with this policy. RW Medical reserves the right to decline returns that do not meet the conditions outlined in this Refund Policy.

2. Non-Returnable Items

Due to infection control standards, sterility requirements, and regulatory compliance within healthcare environments, certain products cannot be returned once sold. These restrictions help ensure patient safety and maintain product integrity. For these reasons, RW Medical does not accept returns for the following categories of items:

  • Sterile solutions and fluids, including saline, sodium chloride, saline vials, sterile water, and sterile water vials
  • Disinfectants and sanitation products
  • Personal protective equipment (PPE), including masks, gowns, and similar protective items
  • Medical monitoring devices, including blood pressure devices, thermometers, and vaccine thermometers
  • Diagnostic or clinical devices, including spirometers, fetal dopplers, and ECG machines or related equipment
  • Medical scales
  • Automated External Defibrillators (AEDs)

RW Medical also does not accept returns for any product labeled “Special Order.” Special order items are sourced specifically for a customer request and may be subject to manufacturer restrictions that prevent them from being returned. As a result, these items are considered final sale.

In addition, products that have been opened, used, altered, or otherwise handled in a way that affects sterility or resale eligibility will not be accepted for return. RW Medical reserves the right to designate additional products as non-returnable where required by manufacturer policies, safety considerations, or regulatory requirements.

These restrictions reflect common practices within healthcare supply distribution and help maintain compliance with safety and regulatory standards.

3. Return Requirements

To be eligible for return, products must meet the following conditions:

  1. Items must be new, unused, and in their original packaging, with all seals, labels, and protective materials intact.
  2. Products must be returned complete and in resalable condition, including all components, accessories, manuals, and documentation where applicable.
  3. Returns will not be accepted if individual units have been removed, opened, or used from multi-unit packages.
  4. Items that show signs of use, damage, tampering, or altered packaging may be rejected.
  5. Returns will not be accepted if individual pieces have been removed or are missing.

Example: If a box of IV catheters containing 25 sterile units is purchased and one catheter is removed from the box and its sterile packaging is opened; the entire product becomes ineligible for return.

All returned items must be securely packaged for transport to prevent damage during return shipment. RW Medical reserves the right to decline returns that do not meet the conditions outlined above.

4. How to Initiate a Return

To initiate a return request, customers should contact RW Medical customer support and provide the following information:

  • Order number
  • Product name or description
  • Reason for the return
  • Photographs of the product and packaging (if the item is damaged, defective, or incorrect)

Once the request is received, the RW Medical team will review the return request and determine whether the item qualifies in accordance with this Refund Policy. If the return is approved, RW Medical will provide the customer with return instructions, including the appropriate return shipping details. Returns sent without prior authorization may be refused and returned to the sender.

5. Return Shipping Costs

Customers are responsible for the cost of return shipping. If a return is approved, RW Medical will provide a return shipping label and instructions. The cost of the return shipment will be deducted from the final refund, unless the return is due to a confirmed error on the part of RW Medical (such as an incorrect or defective item). Shipping costs are non-refundable.

Returns must be shipped using the carrier and shipping method specified by RW Medical. This helps ensure proper tracking, handling, and processing of the returned item. Orders that are refused at delivery or returned due to failed delivery attempts may be subject to return shipping charges and applicable restocking fees.

RW Medical is not responsible for items that are lost or damaged during return transit if they are shipped without following the provided return instructions. For details on shipping methods, carriers, and delivery times, please refer to our Shipping Policy.

6. Restocking Fees

Certain returns may be subject to a restocking fee to cover handling, inspection, and processing costs associated with returned merchandise. All items ordered in error by the customer are subject to a restocking fee.

Returns with a total value exceeding $500 will be subject to a 15% restocking fee. Restocking fees may also apply in situations where items are returned for reasons other than damage, defect, or an error on the part of RW Medical. RW Medical reserves the right to assess or waive restocking fees on a case-by-case basis, depending on the condition of the returned product and the circumstances of the return.

7. Refund Method

Refunds will be issued after returned items have been received and inspected to confirm they meet the conditions outlined in this Refund Policy. Once a return is approved, RW Medical will issue the refund using the original payment method, depending on the circumstances of the order and the method of payment used at the time of purchase. If applicable, return shipping costs, restocking fees, or other applicable charges will be deducted from the final refund amount.

8. Refund Processing Time

Once a returned item has been received and inspected, RW Medical will notify the customer of the approval or rejection of the refund request. If the return is approved, the refund will be processed using the original method of payment, within three to five business days following inspection. All personal and payment information is managed securely as described in our Privacy Policy.

The time required for funds to appear in the customer’s account may vary depending on the original payment method and the policies of the payment provider. Any applicable deductions, including return shipping costs or restocking fees, will be applied before the final refund amount is issued.

9. Damaged or Defective Items

RW Medical takes care to ensure all products are properly packaged and shipped. However, if an item arrives damaged or defective, customers must notify RW Medical promptly. Customers must report damaged or defective items within 48 hours of delivery. To submit a claim, customers will be required to provide photographic evidence of the issue, including:

  • Images of the damaged or defective product
  • Photographs of the outer packaging (all sides)
  • Images of the interior packaging and packing materials

This information helps RW Medical investigate the issue and, where necessary, submit a claim with the shipping carrier. Once the item has been reviewed and the damage or defect has been confirmed, RW Medical will, where appropriate, ship a replacement item at no additional cost or issue a refund. RW Medical reserves the right to inspect returned items before final approval of any refund.

10. Changes to Refund Policy

RW Medical reserves the right to update, amend, or modify this Refund Policy at any time. Any changes will be effective immediately upon posting on the website. Customers are encouraged to review the Refund Policy periodically. Continued use of RW Medical’s services after changes have been posted constitutes acceptance of the revised policy.

11. Customer Support

For questions regarding returns or refunds, customers may reach out to RW Medical’s support team. Our representatives are available to provide guidance on return procedures, clarify policy details, and assist with any related inquiries.

Customers are encouraged to contact RW Medical promptly for assistance with returns or refunds to ensure timely resolution.