Return Policy

Return & Refund Policy

Overview

At CarePoint Direct, we want every customer to feel confident in their purchase. If something isn’t right, we’re here to help. Because many of the products we offer are medical, hygiene‑related, or regulated, our return guidelines follow strict health, safety, and manufacturer requirements.

Please read this policy carefully before requesting a return.

1. Eligibility for Returns

Most unopened, unused items in original packaging may be eligible for return within 30 days of delivery, subject to the guidelines below.

To begin a return, contact our Customer Support Center to request a Return Merchandise Authorization (RMA). Returns cannot be accepted without an RMA.

2. Non‑Returnable Items

For health, safety, and regulatory reasons, certain products cannot be returned. These include (but are not limited to):

  • personal hygiene items
  • medical disposables
  • PPE
  • diagnostic devices (thermometers, pulse oximeters, BP monitors, etc.)
  • items with limited shelf life
  • items that cannot be sanitized
  • pillows, bedding, linens, table paper
  • custom or special‑order items
  • discontinued items
  • items not in original packaging
  • items older than 30 days
  • hazardous materials
  • products requiring vendor‑specific authorization

If you are unsure whether your item qualifies, our support team can help.

3. Who Pays Return Shipping?

Return shipping responsibility depends on the situation:

If the return is due to our error:

  • Wrong item shipped
  • Damaged item
  • Missing components

→ We cover return shipping.

If the return is due to customer preference or ordering error:

  • Ordered the wrong size
  • Ordered the wrong product
  • No longer needed

→ Customer covers return shipping.

4. Damaged or Defective Items

If your order arrives damaged:

  • Report the issue within 5 days of delivery
  • Keep all packaging materials
  • If delivered by truck/freight, note damage on the delivery receipt before signing

We will arrange a replacement or refund once the claim is verified.

5. Wrong or Missing Items

If you received the wrong item or something is missing:

  • Report the issue within 5 days
  • Provide your order number and details
  • We will send the correct item at no cost
  • Credit for the incorrect item is issued once it is returned (we cover the return label)

6. Freight / Truck Shipment Returns

Large items shipped by truck follow additional rules:

  • Must be returned in original packaging
  • Must be authorized in advance
  • Additional freight, handling, or restocking fees may apply
  • Approval is not guaranteed

Our support team will walk you through the process.

7. RMA Requirements

All returns require an RMA number. The RMA must be:

  • clearly written on the outside of the box
  • included inside the package
  • used within 30 days of issuance

Packages without an RMA cannot be accepted.

8. Refund Processing

Refunds are issued to the original payment method once:

  • the item is received
  • inspected
  • approved by the warehouse

Please allow 7–10 business days after warehouse receipt for processing.

Shipping charges are non‑refundable unless the return is due to our error.

9. How to Start a Return

To request a return:

  1. Contact our Customer Support Center
  2. Provide your order number and reason for return
  3. Receive your RMA number and return instructions
  4. Ship the item back using the provided guidelines

We’re here to help every step of the way.