Return & Refund Policy
We want you to be fully satisfied with your healthcare products and services. This policy outlines your rights and our process for returns, refunds, and exchanges.
Overview
At KycHealthcare, customer trust and safety are our highest priorities. Because we deal with medical, wellness, and healthcare-related items, some products have specific return guidelines for hygiene and regulatory compliance. Please read this Return Policy carefully before making a purchase. By placing an order on kychealthcare.com, you accept the terms stated below.
Our policy lasts 30 days from the date you receive your order. If 30 days have gone by since your delivery, unfortunately we cannot offer a refund or exchange unless required by applicable law.
Important Healthcare Notice: For safety reasons, certain medical devices, personal care items, and sterile products cannot be returned if the packaging has been opened or the seal is broken. This includes but is not limited to: thermometers, compression stockings, wound care supplies, and any non-prescription medical consumables.
Eligibility for Returns
To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging. Additionally, we require a receipt or proof of purchase.
Certain items are non-returnable or subject to partial refunds:
- Prescription items and custom-made orthotics/medical equipment (non-cancelable/non-returnable).
- Perishable goods such as nutritional supplements or diabetic test strips (if temperature-sensitive seals broken).
- Intimate or sanitary goods (e.g., incontinence supplies, surgical masks, etc.) due to hygiene concerns.
- Gift cards and downloadable healthcare resources/software.
- Any item not in its original condition, damaged, or missing parts for reasons not due to our error.
Partial Refund Criteria
Items with obvious signs of use, missing parts, or damaged packaging not caused by shipping may receive only a partial refund (up to 50%) at our discretion. For medical equipment that requires re-sterilization, a restocking fee of up to 25% may apply.
Return Process (Step-by-Step)
- Initiate a Return: Contact our customer support at returns@kychealthcare.com or call (555) 123-4567 within 30 days of delivery. Provide your order number, item(s) name, and reason for return.
- Receive RMA Authorization: Our team will issue a Return Merchandise Authorization (RMA) number and provide return shipping instructions. Unauthorized returns may not be processed.
- Pack the Items Safely: Include all original accessories, manuals, and packaging. Write the RMA number on the outside of the package. For medical devices, use original protective materials.
- Ship the Product: You are responsible for return shipping costs unless the return is due to our error (wrong item or defective product). We recommend trackable shipping or insurance, as we are not liable for lost returns.
- Inspection & Refund: Once we receive the return, our quality team inspects the item within 5–7 business days. We will email you about approval or rejection of your refund.
Refunds & Timelines
If your return is approved, we will process a refund back to your original method of payment. Please note the following timelines:
- Credit/Debit Card: Refund appears within 5–10 business days, depending on your bank.
- Digital wallets / PayPal: 3–7 business days after approval.
- Store Credit: Issued within 2 business days after inspection.
Late or missing refunds? First check your bank account; then contact your credit card company. If you’ve done all this and still have not received your refund, please reach out to us at billing@kychealthcare.com.
Sale/Clearance Items: Only regular-priced items may be refunded. Final sale items (marked "Non-Returnable") are not eligible for refunds unless defective.
Healthcare Equipment & Warranty Returns
For durable medical equipment (DME) like mobility aids, blood pressure monitors, or CPAP machines, we honor manufacturer warranties. If you experience a defect within the warranty period, we will assist you with repair, replacement, or refund based on the manufacturer's policy. Return shipping for warranty claims may be covered after manufacturer verification. Please keep the proof of purchase and serial numbers.
| Product Category | Return Window | Condition / Notes |
|---|---|---|
| Over-the-counter (OTC) medications / supplements | 14 days | Sealed & unopened only. Opened supplements cannot be accepted due to safety. |
| Diagnostic devices (stethoscopes, oximeters, etc.) | 30 days | Unused, in original packaging. Hygiene seal must be intact. |
| Home care / mobility equipment | 30 days + manufacturer warranty | Cannot be assembled/used. Restocking fee may apply for assembled items. |
| Compression garments & braces | 15 days | Unworn, with original tags attached and protective liner intact. |
| Digital health software / e-courses | No returns | Non-tangible goods; non-refundable once accessed/downloaded. |
Exchanges & Damaged Items
If you received a defective, damaged, or incorrect item, we sincerely apologize. Please contact us immediately within 7 days of delivery. We will arrange a free replacement or full refund at no extra cost, including return shipping. To expedite, please provide photos of the damage or error along with your order number.
For exchanges (different size/color of the same product), we recommend returning the original item and placing a new order. Exchanges are processed after the original item is inspected.
Healthcare Compliance Note: KycHealthcare follows all applicable regulations regarding returns of medical products in compliance with FDA and state health guidelines. Items that have been implanted, injected, or used in a clinical setting are strictly non-returnable for safety and legal reasons.
How to Cancel an Order
You may cancel an order without any penalty if your request is made within 2 hours of placing the order. After that period, orders may already be processed or shipped. To cancel, please email cancel@kychealthcare.com with your order number. Once shipped, our standard return policy applies.
International Returns
For customers outside the United States, return shipping costs are the responsibility of the buyer unless the return is due to our error. International refunds do not include original shipping charges. Please ensure your return is marked as "Returned Goods" on customs forms to avoid delays. We are not responsible for duties or taxes on returned items.
Contact Us for Return Support
Our dedicated returns team is ready to assist you Monday through Friday, 9 AM – 6 PM EST. For fastest service, please include your order number and contact info.
KycHealthcare Returns Department
Email: returns@kychealthcare.com
Phone: (555) 123-4567 (Ext. 204)
Address for returns:
4500 Wellness Blvd, Suite 210
Wilmington, DE 19808, United States
Please do not send returns without first obtaining an RMA number. Unidentified packages may be refused.
Policy Updates
KycHealthcare reserves the right to modify this Return & Refund Policy at any time. Changes take effect immediately upon posting on this page. The latest version will always apply to future purchases. For existing orders, the policy in effect at the time of purchase will govern.
Last updated: February 22, 2025