Return & Refund Policy
Policy pages
At Reuse Medical, we are committed to providing quality-tested pre-owned medical equipment and parts. If you are not completely satisfied with your purchase, we are here to help you through the return process.
Return Window
We accept return requests for 30 days from the date the item was delivered to your shipping address. Return requests submitted after 30 days will not be accepted except in cases where a manufacturing defect is covered by an extended warranty arrangement agreed at the time of purchase.
How to Initiate a Return
To start a return, you must first obtain a Return Merchandise Authorization (RMA) number. Items returned without an RMA number will not be accepted and will be returned to sender at the buyer's expense.
To request an RMA number, contact us by any of the following methods:
- Email: info@reuse-medical.com
- Phone: (833) 373-8736 — Mon–Fri, 9AM–6PM PST
- Mail: 2537 E Hammond Ave, Fresno, CA 93703
Important: The RMA number must be clearly marked on the outside of the return packaging. Returns received without a visible RMA number will be refused at our facility.
Return Eligibility & Conditions
To be eligible for a return, your item must meet all of the following conditions:
- Condition: Items must be in the same condition as received — uninstalled, unmodified, and undamaged beyond the condition noted at the time of purchase.
- Packaging: Equipment must be returned in original packaging or equivalent protective packaging sufficient to prevent damage in transit.
- Documentation: Original documentation, accessories, and components included with the item must be returned alongside it.
- Sterile and single-use items: For safety and health reasons, sterile items — including tubing, masks, sensors, and single-use disposables — cannot be returned once the original sterile seal or packaging has been opened.
- Custom or sourced items: Items sourced specifically to a buyer's request that are not part of our standard inventory may not be eligible for return. Eligibility will be confirmed at the time of purchase.
Return Shipping Costs
| Return Reason | Who Pays Shipping? | Return Label |
|---|---|---|
| Item arrived defective or damaged | Reuse Medical | Pre-paid label provided via email |
| Incorrect item sent by us | Reuse Medical | Pre-paid label provided via email |
| Item not as described in listing | Reuse Medical | Pre-paid label provided via email |
| Change of mind / ordered wrong item | Buyer | Buyer arranges and pays for return |
| No longer needed | Buyer | Buyer arranges and pays for return |
Restocking Fees
- Standard returns (buyer error or change of mind): A 25% restocking fee applies. This fee covers the cost of technical re-inspection, functional testing, and re-certification required before any pre-owned medical equipment can be relisted for sale.
- Defective or incorrectly sent items: No restocking fee applies.
- Items returned in a different condition than received: Additional charges may apply at our discretion to cover any damage incurred during return transit that was not present at time of original sale.
Refund Process
Once your return is received at our Fresno facility, our biomed technicians will inspect and test the returned item within 3–5 business days. You will be notified by email of the inspection outcome and whether your refund has been approved or rejected.
- Approved refunds are processed back to your original payment method within 5–7 business days of approval. Depending on your card issuer or bank, the credit may take an additional 3–5 business days to appear on your statement.
- Rejected returns will be communicated to you with a detailed reason. Items that fail inspection will be returned to you at your expense or held at our facility pending your instructions.
Exchanges
We replace items that are confirmed defective or materially not as described. If you need an exchange for the same model or an equivalent item, contact us and we will facilitate this at no additional cost where stock is available.
Warranty Claims
All pre-owned medical equipment sold by Reuse Medical includes a minimum 30-day functional warranty from the date of delivery. If an item fails to operate as described within the warranty period, you are entitled to a repair, replacement, or full refund. Warranty claims follow the same RMA process described above — contact us first before returning any item under warranty.
International Returns
International buyers are responsible for all return shipping costs, customs duties, and any import/export fees associated with returning equipment across borders, unless the return is due to our error (defective, damaged, or incorrectly sent item). Please contact us before initiating an international return to confirm the correct procedure for your country.
Contact Us
If you have any questions about our return policy or would like to initiate a return, please do not hesitate to contact our team:
- Email: info@reuse-medical.com
- Phone: (833) 373-8736 — Mon–Fri, 9AM–5PM PST
- Address: 2537 E Hammond Ave, Fresno, CA 93703
