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RETURN POLICY
Return Policy
At Allay Medical Solutions, we strive to ensure every customer receives high-quality products and exceptional service. If you are not fully satisfied with your purchase, we are here to help. Please review our return guidelines below.
Non-Returnable Items
Due to strict hygiene and FDA guidelines, certain types of products cannot be accepted for return once shipped. These include wound care items such as dressings and bandages, all incontinence products, personal hygiene supplies, PPE like masks and gloves, and any product that has been opened, partially used, or shows signs of wear. Mobility products that have been used or assembled, as well as special-order or custom items, are also non-returnable for safety and compliance reasons.
How to Request a Return
To begin a return, customers must contact our Customer Care team with their order number and reason for the return. If the item qualifies, we will provide authorization along with instructions for sending the product back. All items must be shipped in unused, original condition and returned within seven days of approval. Refunds are issued to the original payment method once the returned product has been inspected and verified. Although processing times vary, refunds typically take between three to seven business days.
Return Shipping & Refunds
Return shipping costs are the responsibility of the customer unless the return is due to an error on our part, such as receiving the wrong item or a product damaged during transit. In those cases, we will cover the cost and arrange the appropriate replacement or refund. Original shipping charges are non-refundable unless the issue was caused by an error on our end.
Damaged or Incorrect Items
If a product arrives damaged or incorrect, customers should notify us within 48 hours of delivery and provide a photo for verification. We will promptly arrange a replacement or refund at no additional cost. Orders may be cancelled within two hours of being placed, but once processing begins, cancellations may no longer be possible.
Need Help?
If you need help with a return, replacement, or have any questions about your order, our Customer Care specialists are always available to assist you by email, phone, or live chat. At Allay Medical Solutions, we value your trust and strive to make your shopping experience as safe, smooth, and reliable as possible.