ProHealthcareProducts.com Returns Policy
Before we get into the details, just know - we will do whatever we can* to help you out in a situation where you need to return or repair an item you've purchased.
*Fair Warning: There are limits to what we can do for you. We are not the manufacturer of any of these products; we are a certified reseller. That means we are subject to their rules (return and restocking fees), not our own.
All orders are processed using the customers preferred shipping method. However, the warehouse may opt to ship using a different carrier as long as the following criteria is met:
1- The item would be shipped out quicker.
2- The cost is within $5 of the preferred shipping method.
* Any additional shipping cost will be billed to PHCP
3- The manufacturer/warehouse has the shipping method available.
Our Return Policy
Items MUST be returned within 30 days of delivery to remain eligible for return/refund. Please decide within the time limit.
Note*: Custom Items (Logos, Custom sizes, etc) OR items made to order (Whitehall Therapy Tanks) are not able to be returned.
Returning Broken / Malfunctioning Items:
Items delivered broken or malfunctioning will be replaced/refunded as soon as items are shipped back. RMA # and shipping labels will be provided by the manufacturer. Costs/expenses covered by us or the manufacturer.
Returning Functioning/Open Box Items:
Restocking fees will apply based on manufacturer's internal rules. Due to the medical nature of these products, every return could be subject to a minimum 25% - 35% restocking fee as they cannot be resold as is.Customer is responsible for the return shipping cost.
** Some medical items may not be returned after it has been opened/used. As you can imagine, medical devices, such as the ones that come in contact with the skin cannot be resold once used. These items may include but are not limited to: Ultrasound Gels, Ultrasound soundheads, Ultrasound devices, Ultrasound Gel pads, towls, TENS devices, TENS Electrodes.
If you have any concerns about this policy, please contact us before ordering.
That being said... Here's the Good News
We're here to support you. We're here to get you better products, better prices and to work together within your budget. We know how to navigate the return process and will help you get as much money back as possible.
The returning/restocking of products is expensive, so lets try to avoid it. Items need to be able to be resold and, just like you, no one wants an open box or used item when they bought something new. Not to mention tools for work and/or medical purposes.
Exchanging items will be eligible for a full refund in the form of store credit. That credit will apply to the items being exchanged for and we'll refund the difference in cost, if applicable.
Why is the Return/Restocking Policy So Strict?
Tell us about it! We wish it could be different, but in this industry, it's just too risky to allow most of these to be resold. We hope you can understand, this stringent policy is intended to protect all our customers.
Our return policy is as flexible as we can allow as a small business. As the reseller, we're just as motivated as you to get unwanted items returned and refunded. We're a team in this process and we need to play by the rules just like everybody else.
Without charging hefty membership fees or jacking up margins at your expense, we need to cover expenses another way. Returning things within the time limit and handling items with care is the way we can save you time and money.
We ask for this help for your sake and ours. Make the return/replacement process easy on everyone by requesting returns within the rules stated below...
Rule#1: Obtain RMA # from Customer Service. Email us at firstname.lastname@example.org
There is a standard 30-day return time window. We need you to tell us as soon as possible if you're returning an item. We'll get an RMA # for you and you will be responsible for shipping costs.
The only exception would be in a situation where the manufacturer made a mistake/delivered broken/malfunctioning devices. Doesn't happen often, but it has happened. Broken/malfunctioning products still must be returned within a 30 day window to be eligible so inspect it shortly after its delivery.
Rule #2: Box must be intact and item must appear completely unused. The manufacturer will inspect thoroughly, so be sure to open boxes carefully and return every component of the unused product.
Rule #3: Post RMA # on box; ship to return address provided by us; keep the tracking info. Be sure you hang onto the shipping details. This is for your protection in case you need to get a proof-of-delivery from the shipper.
Rule #4: Refunds will be issued after the return is complete. We will refund the remainder of your order immediately after items are returned and inspected.
How Orders Become Ineligible for Return/Refunds
If the rules above have not been followed, it'll become much more difficult to get your return approved. Again, we'll do what we can but the options are much more limited after the return policy has expired.
So please, be sure to stay within the guidelines above so we can go to bat for you and get the item returned.
Can I return something I ordered by mistake?
If the item was ordered incorrectly and is within the 30 day time frame, it may be returned, subject to a 10-25% restocking fee along with the cost of shipping to our warehouse or the manufacturer.
We do not accept returns on items that have left the U.S. as they cannot be resold.
Are VAT or Duties Covered for Shipments Outside the US?
PLEASE NOTE THAT VAT AND/OR DUTIES ARE THE RESPONSIBILITY OF THE CUSTOMER UPON RECEIVING YOUR ORDER
Can I Return Made to Order Items?
Made to order items are always subject to restocking fees and non refundable in certain circumstances. If you are concerned this applies to the product you are interested in please reach out to customer service before making your purchase.
What happens if I want to cancel my order?
When canceling an order customers are responsible for a 3% fee for canceled credit card transactions and shipping cost if the order has already been fulfilled. This includes if you choose not to wait due to an item being on backorder. If you are concerned about an item being in stock, please contact us at email@example.com to check the amount we have in stock. Otherwise, you will be charged the 3% canceled credit card fee if you cancel your order due to a backorder issue.
All canceled orders will have a 3% cancellation fee if the refund is returned to the original payment method. To avoid the 3% cancellation fee we can offer in store credit, help you place another order, provide you with a gift card for you to use at a later date.
When should I expect my refund?
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item. Or you can contact us at firstname.lastname@example.org.
Shipping Available in US and Internationally
We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
Shipping may be available when you place the order, but due to COVID, countries can shut down unexpectedly. If your country is not allowing shipments into the country, we will contact you.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.