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Drive DeVilbiss Healthcare Return Policy

Effective 01-01-2021

Our goal at Drive is to provide excellent service to our customers. Our new Return Policy is designed to make it easier for our customers to expedite returns service.

New or Unused Product (Excludes Power Products shipped to residential addresses)

New or unused product can be returned within 30 days from invoice date with a 15% resticking fee. The following terms and conditions apply:

  • Customer pays for freight to return the product.
  • Product should be in the condition it was received, unused, and in the original box and/or packaging except for Bath Safety products. The original packaging for Bath Safety products must not have been opened.
  •  Please do not write anything on product packaging to be returned including RMA's or addresses.
  •  Credit will be given for the product but not the original freight.
  • Standard freight policy applies to new orders.
  • Returns processed within 0 to 30 days of invoice date will have a 15% restocking fee.
  • Returns processed within 31 to 60 days of invoice date will have a 25% restocking fee.
  •  Items are not returnable after 60 days.
  • Opened or used hygienic products such as bath safety, commodes and mattress products will be denied credit. Products that have been used cannot be returned unless it is perceived to be an alleged complaint in the form of a product defect.

Used items are not eligible for return and are covered under their respective warranties.

New or Unused Power Products Shipped to Residential Addresses

New or unused power products that have been shipped to a residential address can be returned within 30 days from invoice date; a 25% restocking fee will apply. The provider is responsible for the cost of freight and for ensuring that the product is new, unused and in saleable condition. The customer is responsible for packaging as to ensure that the product is not damaged during return shipping. Items not returnable after 30 days.

 

When any power product is returned with batteries, these steps must be followed:

1.       Batteries will be placed in the same location as when the PWC is in use.

2.       All battery cables will be disconnected from the batteries.

3.       If a shroud covers the batteries, said shroud will be in place over the batteries.

4.       If the batteries sit in a protected shell, they shall be shipped back in said protected shell.

5.       If the power device is a folding PWC said batteries will be disconnected from battery cables and placed in individual sealed corrugate containers prior to shipping.

·         Ensure no battery/batteries can come in contact with other batteries, conductive surfaces or metal objects while in transport.

·         Exposed terminals need to be protected with non-conductive caps or with tape, or other similar means. 

·         Batteries should also be secured so they will not shift during transport and their terminal caps will not come off.

·         When returning a power product, the associated battery identification label must be attached to the outside of the ship carton.

 

Used items are not eligible for return and are covered under their respective warranties.

 

Unauthorized Returns Policy

Any product returned for credit to Drive without an authorized RMA number clearly printed on the outside carton or shipping label will be refused. Drive will not pay to process, handle or ship any unauthorized return item(s) back to the shipper.

Damaged Products

Before signing for a shipment, check all sides of the shipment, inspect all cartons for visible damage and verify that the quantity received damaged is correct on the delivery receipt. If you notice damage do the following:

 

·         Accept the shipment even if there are damaged goods.

·         If product was damaged and not refused; Bill of Lading or UPS Manifest must be marked as “Damaged” to receive credit.

·         Take pictures and note each item of the shipment that is damaged.

·         Customers should contact Drive within 10 business days of delivery date.

·        Drive will issue an RMA, notify the shipper to arrange for an inspection and pick-up and process a replacement order. Replacement orders will be billed to the customer's account and a credit will be issued based on the carriers' findings.

·        Freight charges for initial shipments that have damaged product reported will not be credited. Subsequent replacement shipments will ship free freight.

 

Defective or Nonconforming Products / Product Warranties

Drive offers warranties on most products to protect customers if defects or nonconformance should occur after use. There are several types of warranties.

Many products are covered under a limited lifetime warranty. The limited lifetime warranty applies to non-wearable parts, such as broken welds. Wearable parts, such as seat cushions, wheels and brakes, are not covered under the limited lifetime warranty.

 

Many of our products have specific warranties that cover replacement parts for a certain period of time and take precedence. However, most products are warranted for 60 days after invoice date. During the warranty period, Drive reserves the right to ship a part to repair the product, ship a replacement product or issue full credit for return of the product.

How to Submit a Return 

In order to expedite a return, please log into your Drive Medical website account and select the item(s) to be returned from your Order History. You can also contact the Returns Department at (877) 224-0946 or send an email to returns@drivemedical.com for a return merchandise authorization (RMA). When requesting an RMA, please provide the Drive Representative with your customer account number, purchase order, model, serial number (if applicable), quantity, reason for return and a valid email address. RMA's expire 30 days after issuance. Drive cannot accept any unauthorized return; returns must have a valid RMA.