Returns & Replacements

MedOfficeDirect Returns & Replacements Policy

At MedOfficeDirect, we want you to be completely satisfied with your purchase. If you are not satisfied for any reason, we offer a clear and straightforward process to make returns and replacements as easy as possible.

Return Authorization (RGA)

  • Required: All returns must have a valid Returned Goods Authorization (RGA).

  • Request Window: RGAs must be requested within 30 days of the invoice date.

  • Validity: Once issued, RGA numbers remain valid for 30 days.

Our Customer Support team will provide you with your RGA number and detailed instructions on how and where to return your order.

Eligible Return Reasons

We accept returns for the following situations:

  • Wrong item shipped (warehouse pick error)

  • Damaged shipment

  • Overage (MedOfficeDirect shipped more than ordered)

  • Defective item

  • Shortage in shipment

For missing shipments, contact Customer Support. We will promptly investigate. If we determine that MedOfficeDirect delivered to the wrong location, we will either reship the order or allow you to cancel for a full refund.

Return Conditions

To qualify for a return:

  • Items must be unused, in original packaging, and in the same condition as received.

  • All returns must include a copy of the invoice and a reason for the return.

  • The RGA number must be clearly marked on the outside of the box or near the shipping label.

  • Returns must be shipped back to the original distribution center (not the corporate office at 1265 Creekside Pkwy, Ste 200, Naples, FL 34108).

Non-Returnable Items

The following items cannot be returned:

  • Custom, made-to-order, or embroidered/altered products

  • Patient Home Direct items

  • Opened computer hardware/software

  • Expired products

  • Government-regulated items (e.g., immune globulin products, hazardous materials)

  • Opened or used equipment

  • Items marked “Sample” or “Non-Returnable”

Before opening equipment, verify that the product matches the packing slip and your order.

Restocking Fee & Refunds

  • A restocking fee will be deducted from refunds:

    • $25 or 15% of the total invoice (including freight), whichever is greater.

  • Shipping charges are non-refundable unless the return is due to MedOfficeDirect error.

  • Damaged, defective, or incorrect shipments caused by MedOfficeDirect will be returned at our expense.

Order Cancellations

  • Online Orders: You may cancel your order within 24 hours of placing it, or anytime before it ships — whichever comes first.

  • Backorders: Orders on backorder may be canceled at any time prior to shipment.

Reporting Issues

  • All shipping discrepancies (damage, overage, shortage) must be reported within 7 days of the invoice date for credit consideration.

  • If a product arrives damaged, ask the carrier for a damage claim at delivery.

Delivery Responsibility

Once an order is confirmed as delivered by the carrier, MedOfficeDirect is no longer responsible for loss, theft, or damage that occurs after delivery. Please ensure you provide a secure delivery location to protect your purchase.

Responsibility for Order Accuracy

By placing a phone order, you agree to provide accurate and complete information. MedOfficeDirect reserves the right to deny returns resulting from customer-provided inaccuracies.

Contact Us

For assistance with returns or replacements, contact our Customer Support team:

📧 Email: support@medofficedirect.com
📞 Phone: +1 (800) 982-8566 (Toll-Free)