Return Policy

✅ Returns will be accepted under the following circumstances:

1. Unauthorized shipment where goods were sent without Customer's authorization.
2. Incorrect items shipped in error.
3. Defective items received.
4. The return request is reported within 30 days from the delivery date.

✅ To begin the return process Please contact your sales representative to obtain a Returned Goods Authorization (RGA) number. When you reach out, ensure you have the following details ready:

• The reason for returning the items.
• Specifics such as quantity, description, part number, and lot numbers of the goods.
• The date you received the order.
• Your customer purchase order number and the corresponding Healthwell Medical invoice number.

✅ Before initiating a return

• Ensure all products are in their original packaging.
• For returns due to customer error, shipment must be prepaid by the customer. For Thomas Medical errors, a prepaid label will be emailed.
• Healthwell Medical does not accept returns on sterile products with less than 2/3 of the sterile shelf life remaining.
• Freight collect shipments will not be accepted; goods will be returned to the sender.
• All returns require a valid Return Authorization Number.

✅ If a customer wishes to return equipment ordered in error The following conditions will be applied:

•  A 25% restocking fee will be deducted.
• The return must be reported within 60 days from the shipment date.
• Goods must be returned in their original packaging, in unused and sellable condition.
• Additional charges for refurbishing and replacement will be applied to the restocking fee for any damaged or missing items.