Cart
0
# Returns and Refunds Policy
**Last updated: [DATE]**
We want you to be confident in every purchase. If something isn't right, we're here to help — just call, chat, or email us and a real person will take care of it.
## Return Window
You may request a return within **30 days** of the delivery date.
To be eligible, the item must be:
- In its original, unopened packaging with all seals intact
- Unused and in resalable condition
- Accompanied by proof of purchase (order number or confirmation email)
## Items That Cannot Be Returned
For health and safety reasons, and consistent with standard practice for health and personal care products, the following items **cannot be returned or exchanged once opened, unsealed, or used**:
- Incontinence products, adult briefs, and underpads
- Over-the-counter medications and health supplements
- Wound care supplies, gauze, dressings, and bandages
- Catheters, ostomy supplies, and enteral products
- Personal hygiene products, including wipes, cleansers, and oral care
- Compression garments, socks, and stockings
- Nasal, ear, and eye care products
- Disinfectants, sanitizers, and cleaning products
- Any item marked "Final Sale" on its product page
This restriction applies **only** to items that have been opened or unsealed. If these products are still sealed in their original packaging and within the 30-day window, they are eligible for return.
**This does not affect your rights if an item arrives damaged, defective, or is not what you ordered.** In those cases, we will replace or refund the item regardless of category.
## Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, contact us within **48 hours of delivery** with your order number and photographs of the item and its packaging.
We will arrange a replacement or a full refund, including all shipping costs, at no expense to you. You will not be asked to pay return shipping in these cases.
## Durable Medical Equipment and Large Items
Hospital beds, mobility scooters, wheelchairs, lift chairs, oxygen concentrators, and similar equipment may be returned within 30 days if unused and in original packaging.
Because these items require freight handling:
- Return shipping costs are the responsibility of the customer unless the item is damaged, defective, or incorrect
- A restocking fee of up to **15%** may apply to opened but unused equipment
- Any applicable fee will be disclosed to you in writing before you authorize the return
Please contact us before returning any large item so we can arrange proper freight pickup.
## How to Start a Return
1. Contact us by phone at **+1 (844) 298-4099**, through our website chat, or by email with your order number and the reason for the return.
2. We will review your request and, if approved, send you return instructions and a return authorization.
3. Ship the item back using the instructions provided. **Please do not send items back without contacting us first** — unauthorized returns may not be processed.
## Return Shipping Costs
- **Our error** (damaged, defective, incorrect item): we cover all shipping costs.
- **Change of mind** or no longer needed: return shipping is the customer's responsibility. Original shipping charges are non-refundable.
We recommend using a trackable shipping method. We cannot issue a refund for items lost in return transit.
## Refunds
Once we receive and inspect your return, we will notify you by email of the outcome.
Approved refunds are issued to your **original payment method** within **5–10 business days** of approval. Depending on your bank or card issuer, it may take an additional billing cycle for the credit to appear on your statement.
Refunds include the price of the returned item and applicable sales tax. Original shipping charges are refunded only when the return is due to our error.
## Order Cancellations
You may cancel an order at no cost as long as it has not yet shipped. Contact us as soon as possible — orders are typically processed within 1–2 business days. Once an order has shipped, our standard return process applies.
## Exchanges
We do not process direct exchanges. To receive a different item, please return the original for a refund and place a new order.
## Contact Us
**Safe Care Store**
Website: safecareonline.com
Phone: +1 (844) 298-4099 (24/7)
