Return Policy
Most items may be returned within 30 days of receipt for a full refund. All items must be in their original packaging and meet the following conditions:
Product must be in new condition. For example, no cracks, scratches, dirty or marked tires, or any indications of use
Product must be returned in its original packaging
A Return Merchandise Authorization must be requested from Sun Medical Supply within 14 days of delivery of the product
Once an RMA has been received, products must be returned within 14 days
The final
disposition of warranty claims will be subject to our inspection of the returned items. We have the right to
determine valid claims based on the individual circumstances of each claim. Warranty claims will be denied should
evidence of the following be determined:
-
Misuse of product , modification of product or failure to maintain as per the owner's manual
- Serial number removed or defaced
- Normal wear and tear
Proactive Medical Products warrants the following products and components for the time period specified:
-
Lift frames and spreader bar: 3 years
- Actuator: 2 years
- Parts including casters, control box, PCB, pendant, charger: 2 years
- Batteries: 1 year
- Weigh Scale: 2 years
- Spryte Stand Aid all components: 2 years
- Hydraulic pumps: 1 year
- Reusable slings: 6 months
Some products require a 25% restocking fee for returns. Heavy products shipped via Freight, may incur additional shipping charges, which are not refundable. These include:
Lift Chairs
Patient Lifts
Hospital Beds
Bath Safety Products
All returned products require a Return Merchandise Authorization number. Returns received without this number will not be credited. The easiest way to request an RMA number is by contacting us during business hours.
PLEASE NOTE: Products returned without an RMA number will not be credited. To receive full credit, items must be shipped within 14 days from the day the RMA Number and shipping information were provided by Sun Medical Supply.
Return Shipping
Unless Sun Medical Supply made an error, return freight is the customer responsibility. We will be happy to help you determine which shipping method to use once you have requested your RMA number. We highly recommend insuring larger items for their retail value to protect against shipping damage.
Please be sure to carefully follow all return-shipping instructions that are included with your Return Merchandise Authorization number. If an item is returned to the wrong address, Sun Medical Supply reserves the right to charge for any additional shipping fees associated with shipping the item to the correct location. In addition, if a scheduled pickup with a delivery carrier is missed, Sun Medical Supply may institute an additional fee per missed scheduled pickup.
Cancelled Orders
Orders cancelled after the item has shipped are subject to all standard return policies. You must accept delivery, obtain an RMA Number and ship the item back to the correct address. If delivery of an item is refused, return shipping costs are deducted from the issued credit and a 25% restocking fee (minimum $25) will apply. Second-Day and Next-Day shipping costs will not be credited if delivery is refused. Heavy products shipped via Freight, may incur additional shipping charges, which are not refundable.
Credits
Once your return is received, Sun Medical Supply will issue a credit to the credit card used for the purchase. Please allow up to 4 weeks for your credit to be issued.
If your item is defective or was damaged in shipping, please call us during business hours or email: customer.service@sinemedical.com. We will arrange for the item to be repaired or replaced promptly.