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Return Policy

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By purchasing these items you acknowledge that certain medical products and supplies require Physician supervision and in some cases a Prescription. It is the responsibility of the buyer to obtain these and provide them upon request.

Thank you for placing your order with Soft Touch Medical.

We are committed to providing a great customer service experience. We realize that even though we provide only the best in medical supplies and equipment, you may occasionally find it necessary to return an item.

Most items that we sell online are subject to our Online Purchase Return Policy and may be returned within (30) days of delivery for a full refund, minus shipping and restocking fees. However products which are delivered to the customer by Soft Touch Technicians for setup are subject to our In-home Setup Return Policy which requires return requests be completed within (5) days of delivery. Both policies are outlined in full below.

In-home Setup Return Policy If a Soft Touch Technician delivers the product(s) to your home, you are responsible for confirming that the shipment is correct and complete on delivery. You must notify Soft Touch Medical of any shortage or discrepancies of disposable supplies within five (5) days of receipt of goods, or no credit will be allowed. Product must be in original package or container with original tags and labels. Please contact us via our online contact form in the event of any discrepancies.

All returns must meet the following conditions:

The item must be clean (no cracks, scratches, dirt, etc.)

The item must be unused

The item must be in its original packaging.

In addition, the item cannot be one of the non-eligible returns listed below.

Items Not Eligible for Return
Due to health and hygienic regulations, we cannot accept the following items for return:

Opened packages or anything that cannot be resold as New.

Disposable items; Joey feeding sets.

In addition, we also cannot accept:

Return requests more than 5 days after in home setup or 30 days after on-line purchase delivery

Any item that has been modified or used

Any item not in its original packaging

Charges and Fees
Assuming all conditions are met, we will be able to provide you with a refund, minus shipping and restocking fees.

Shipping Fees
All Shipping charges are non-refundable. For orders that received free shipping our actual outbound shipping cost of the item will be withheld from your refund amount.

Return shipping costs (of sending the item back to us) are also the responsibility of the customer. (Unless the item is being returned due to our error, manufacturer defects, or damage during shipping, in which case we would send you a prepaid shipping label.)

Restocking Fees
There is a 10% restocking fee, and will be deducted from your refund.

We do enforce the charges for a restocking fee. The manufacturers charge the retailers a fee for this service, which the retailers, have no choice but to pass on to the customer.

Return Procedures

Customers must have a Return Merchandise Authorization (RMA) number to qualify for a return. Items returned without an RMA# will not be accepted.

For a return to be accepted, customer must request an RMA number within 30 days of delivery from our customer service by sending the information in the contact us page.

The easiest way to request an RMA number is by completing the “contact us” form with details of the request.

Items must be returned within 14 days of your receiving your RMA number.

We recommend that you make sure the item is packed properly and that the shipment is insured for its retail value. You should also obtain a valid tracking number. We are not responsible for items that are get lost or damaged on the way from the customer’s address to the return facilities.

All returns are subject to inspection. They must be in new, unused, resalable condition and contain all packaging materials, manuals, and warranty cards. Any item not in its original condition will be deemed unsuitable for resale and will not be accepted for a refund.

You must ship the item to the address we give you in the reply email

Cancelled Orders
Any order that the customer cancels after it has been placed, even if the customer has not received the item yet, is subject to regular return policies. Customer must accept delivery, and then contact us to set up a return, as per the instructions above.

Soft Touch Medical is committed to providing a great customer service experience. Please contact us with any comments or questions, and we will try to address them in an efficient manner.