If something in your resupply order isn't right, you have 30 days from the day it arrives to request an exchange or a refund. If the mistake was ours, you pay nothing. Everything below explains exactly what to expect before you submit a request.
Which one do you need?
An exchange sends you different items. A return gives you your money back. The rules differ, so it helps to know which you want before you start.
Exchange
You want different items instead — a different size, a different mask, or the correct item if ours was wrong.
- Time limit
- Within 30 days of receiving your order
- Unopened items
- $25 flat fee — includes your prepaid return label, subject to inspection
- Opened items
- $45 flat fee — keep the opened items, we ship replacements
- If we sent the wrong item
- No charge once verified — send a photo with your request
Return for refund
You want your money back rather than replacement items.
- Time limit
- Within 30 days of receiving your order
- Unopened items
- Refunded less a 30% restocking fee, subject to inspection
- Opened items
- Cannot be refunded — but can still be exchanged for $45
- If we sent the wrong item
- Refunded in full once verified — no restocking fee
The details
Opened packaging
Opened items can't go back into inventory, so they can't be refunded. They can still be exchanged for a $45 flat fee — you keep the opened items and we ship replacements. This is the most common situation, and usually the fastest way to get supplies that fit.
Inspection on arrival
Items sent back as unopened are inspected when we receive them. If an item is damaged, has a strong odor, or has been altered so it can't be resold, it's treated as opened: the $45 opened-item fee applies instead of $25, and a refund may be declined. We'll contact you before charging any difference.
The 30% restocking fee on refunds
Refunds on unopened items are issued less a 30% restocking fee, covering the shipping, packaging, and inventory costs already spent on your order. Exchanges carry no restocking fee — you pay the flat $25 or $45 exchange fee instead, never both.
If Medigy sent the wrong item
Then it's on us. Send a photo of what arrived with your packing slip or order confirmation, and once verified there is no exchange fee and no restocking fee. Choose “Medigy sent the wrong item(s)” on the form and the charge is removed automatically.
The 30-day window
The clock starts the day your order arrives, not the day it ships. Requests after 30 days aren't eligible under this policy. Defective items and billing errors are handled separately and aren't subject to these fees — contact us and we'll sort it out.
Items covered by insurance
If insurance paid for part or all of an order, any refund follows how that order was billed. We'll explain what that means for your order before anything is processed.
Ready to start?
Submit your request online and you'll get confirmation immediately — no waiting on hold. The form shows your fee before you submit, and our team reviews every request.
Questions about something else? Visit our contact page.