This policy covers items you paid for yourself that were never billed to insurance, such as a travel CPAP, a sanitizer, or an accessory. It applies whether you bought online, by phone, or at a Medigy location. You have 14 days from the day your order arrives to request a return.
Did your supplies come through insurance? Those follow the ReSupply Return & Exchange Policy instead.
Which one applies to you?
A standard return is for an item you no longer want. If the item itself is the problem, the rules are different and you pay nothing.
Standard return
The item is fine, but you no longer want it.
- Time limit
- Within 14 days of receiving your order
- Unopened items
- Refunded less a 15% restocking fee, subject to inspection
- Opened items
- Cannot be returned
- Getting it back to us
- Prepaid return label, with its cost taken out of your refund — or bring it to a Medigy location
- Exchanges
- Not offered. Return the item for a refund and place a new order
Something is wrong with it
It arrived defective, was damaged in shipping, or isn't what you ordered.
- Time limit
- Tell us within 14 days of receiving your order
- What you get
- Your choice: a free replacement or a full refund
- Fees
- None — no restocking fee, and we pay for return shipping
- What we need
- A photo of the item with your order confirmation or receipt
The details
The 14-day window
The clock starts the day your order arrives, not the day it ships. If you bought the item at a Medigy location, it starts on the day of purchase. Requests after 14 days aren't eligible under this policy.
Opened packaging
These are medical and personal-care products, so an opened item can't go back into inventory and can't be returned. The one exception is an item that turns out to be defective, damaged, or wrong once you open it. That is covered at no cost to you.
The 15% restocking fee and the return label
Refunds on unopened items are issued less a 15% restocking fee. If you use our prepaid return label, its cost is also taken out of your refund. You can skip the label cost by bringing the item to any Medigy location. Neither charge applies when the item arrived defective, damaged, or wrong.
Inspection on arrival
Items sent back as unopened are inspected when we receive them. If an item has been opened, is damaged, has a strong odor, or has been altered so it can't be resold, the refund may be declined. We'll contact you before anything is decided.
Defective, damaged, or wrong items
Then it's on us. Send a photo of what arrived with your order confirmation or receipt, and once verified you choose a free replacement or a full refund. Choose “It arrived defective, damaged, or isn't what I ordered” on the form.
After 14 days
A device or sanitizer that stops working after the return window is handled under the manufacturer's warranty. Submit a Product Warranty Request and we'll file a claim with the manufacturer when one applies.
How refunds are paid
Refunds go back to the original payment method once the returned item has been received and inspected.
What this policy doesn't cover
- Supplies billed to insurance. See the ReSupply Return & Exchange Policy.
- CPAP and BiPAP devices obtained through insurance. Use the CPAP/BiPAP Return Request.
- Refurbished units. These can't be returned.
- Items paid for under a Medicare Advance Beneficiary Notice (ABN). These can't be returned.
- ExpressPAP payments. Refunds follow the ExpressPAP program.
Ready to start?
Submit your request online and you'll get a confirmation right away. The form tells you whether your item is eligible before you submit, and our team reviews every request.