Return & Refund Policy

Introduction

At Factory Direct Medical, we are committed to providing a seamless and satisfying shopping experience. We understand that returns may occasionally be necessary, and we aim to make the process as straightforward as possible. Please review the policy below before initiating a return.

Return Authorization

All returns require prior authorization. To initiate a return request, please contact us through one of the following methods:

• Email: info@factorydirectmedical.com (include your order details and reason for return)
• Phone: 416-739-8393
• Online: Submit a return request through our website

Returns sent without prior authorization may be refused.

Return Shipping

• Seller Error: If the return is due to our mistake (e.g., incorrect item shipped or defective product), we will provide a prepaid return shipping label at no cost to you.
• Other Reasons: For all other returns (e.g., change of mind, no longer needed), the customer is responsible for all return shipping costs.

Non-Returnable Items

Due to hygiene and safety regulations, the following items are not eligible for return, exchange, or replacement:

• Personal Protective Equipment (PPE)
• Incontinence products
• Bathroom safety items
• Compression garments

Return Window

Return requests must be submitted within 14 days of delivery. Returns requested after this period will not be accepted.

Return Conditions

• Items must be unused and in original, resalable condition
• Original packaging, manuals, and accessories must be included
• Proof of purchase (receipt or order confirmation) must accompany the return

Refund Process

Once your return is received and inspected, your refund will be processed. Please allow 7–10 business days for the refund to appear on your original method of payment.

Parts & Accessories Return Policy

All parts and accessories are considered final sale and are not eligible for return, exchange, or refund once shipped.

In exceptional cases, a return may be approved at our sole discretion. Any such return must receive prior written authorization before being sent back.

Approved returns are subject to:

• A minimum restocking fee (determined at the time of approval)
• All applicable shipping, freight, and handling charges, including both outbound and return shipping
• Inspection upon receipt to ensure the item is unused, uninstalled, and in original, resalable condition with packaging

Items returned without authorization will be refused and returned at the sender’s expense. We reserve the right to deny any return that does not meet these conditions.

Promotional Accommodations and Compensated Orders

Orders that receive special commercial accommodations are also considered Modified Orders. Examples include, but are not limited to:

• Complimentary or free products provided with the purchase.
• Discounted pricing or promotional pricing not generally available.
• Reduced shipping, installation, or service fees.
• Price adjustments made to retain or secure existing or new business.
• Additional products, accessories, or services provided at no charge or at a reduced cost.

Where these accommodations have been provided as part of the overall purchase, the order is considered a negotiated transaction. As such, once the order has been completed, shipped, or delivered, it is final sale and is not eligible for return, refund, or exchange, unless otherwise required by applicable law or expressly approved in writing by Factory Direct Medical.

Modular Ramp System Return Policy

Custom-Built Product Policy

All Modular Ramp Systems supplied by Factory Direct Medical are custom-configured to meet the specific requirements of each customer and installation site. As each ramp system is designed and ordered specifically for your project, all sales are final.

Returns & Cancellations

• Custom Modular Ramp Systems are non-returnable and non-refundable.
• Orders cannot be cancelled once production has commenced or the order has been placed with the manufacturer.
• No returns or exchanges will be accepted for custom-configured components or complete ramp systems.

Damaged or Incorrect Shipments

Customers are required to inspect all products upon delivery. Any shipping damage, missing items, or discrepancies must be reported to Factory Direct Medical within 48 hours of receipt. We will work promptly to resolve any issues related to shipping damage or products supplied in error.

Warranty

This return policy does not affect the manufacturer's warranty. Products remain covered by the applicable manufacturer's warranty against defects in materials and workmanship, subject to the manufacturer's warranty terms and conditions.

If you have any questions regarding your Modular Ramp System before placing your order, please contact our sales team. We encourage customers to confirm all measurements, specifications, and project requirements prior to ordering.

Contact Us

If you have any questions regarding this policy, please contact us:

• Email: info@factorydirectmedical.com
• Phone: 416-739-8393