Refund and Returns Policy

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.

Contact Us

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

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