Introduction

Our return policy outlines how medical practices can return durable medical equipment (DME) products ordered through our service for delivery to patients. We understand the unique considerations involved in DME returns - especially when insurance claims are involved - and have structured this policy to be clear, fair, and compliant with healthcare regulations. Please review the following terms closely so that both your practice and patients know what to expect.

Return Window and Eligibility

To ensure timely resolution and compliance with payer policies, all returns must meet the following criteria:

• 30-Day Return Window: All return requests must be initiated within 30 days from the date the order was delivered to the patient. We cannot accept return requests beyond 30 days of delivery, without exception. This helps ensure timely resolution and compliance with payer policies.
• Unopened & Unused Items Only: Returned products must be in the same condition as received - unused, unopened, and in their original packaging. For safety and hygiene reasons, any item that has been opened or used cannot be returned under this policy. (Opened medical supplies, especially single-use surgical dressings or wound care products, are not resellable or safe for redistribution.)
• Condition of Products: The item should have no signs of use, wear, or damage. All original manufacturer packaging, seals, labels, and any included accessories or instruction materials must be intact. We reserve the right to reject returns that do not meet these conditions when inspected.
• Non-Returnable Exceptions: Certain products may be non-returnable even if unused, due to their nature or regulatory reasons. This includes custom-ordered items made to fit a specific patient, and any product explicitly marked 'final sale' or 'not returnable' at the time of purchase. If you are unsure whether a particular DME product is returnable, please contact us for clarification before ordering.

Note: Defective or damaged items are handled separately - see 'Defective Items' section below.

Return Process

If your item qualifies for a return based on the above criteria, please follow these steps to ensure a smooth return process:

• Request a Return Authorization: Contact our Customer Service team within 30 days of delivery to request a Return Merchandise Authorization (RMA) or return approval number. You can reach us by phone at +1 (813) 737 7273 or email at support@medflowio.com. Please provide your order number, the delivery date, and the reason for the return in your request.
• Follow Return Instructions: Once your return is authorized, we will provide you with detailed return instructions. This will include the return shipping address and any required documentation (such as the RMA number or a return form to include in the package).
• Packaging the Return: Do not open or use the product if you intend to return it. Ensure the item is securely packaged in its original box (along with any manuals or accessories) and then in a suitable shipping carton. The original packaging must be included and undamaged.
• Shipping the Item Back: We recommend using a trackable shipping method when sending the product back. Unless the return is due to an error on our part or a product defect, the practice (sender) is responsible for the return shipping costs. We do not accept C.O.D. shipments. If we provide a pre-paid return label (in cases of our error or defective merchandise), please affix it to the package as instructed.
• Inspection and Restocking: Once we receive the returned item, our team will inspect it to verify it meets the return eligibility criteria (unused, unopened, and within 30 days). Partial returns (e.g. returning only some items out of a set or opened multi-packs) are not accepted. If the return is approved upon inspection, we will process the refund or credit. (If the item is found to be ineligible - for example, if it was used or the return was initiated late - we will notify you and the item may be shipped back to you or disposed of, without a refund.)
• Refund/Credit Issuance: Upon approval, a refund or account credit will be issued for the purchase price of the returned product. Refunds will be processed to the original payment method or as a credit on your account, at our discretion. Please allow up to 5-7 business days after our receipt of the return for the refund to be processed. We will notify you when the return has been processed. (Note: Shipping fees originally paid, if any, are typically non-refundable unless the return was due to our error.)

Defective or Incorrect Items

If you received an item that is defective, damaged, or not as described, please contact us as soon as possible (preferably within 5 days of delivery). We will work with you to resolve the issue, which may include sending a replacement or providing a return shipping label for the defective item. Defective items are generally covered under the product manufacturer's warranty. If a product malfunctions or is discovered to be faulty upon arrival, we will facilitate repair or replacement according to the warranty and will not count this as a 'return' for the purposes of the 30-day policy. Instead, we will coordinate with the manufacturer or provide an exchange as appropriate. Please retain all packaging and documentation while we process a defect claim.

If an incorrect item was shipped due to our error, we will of course accept a return and send the correct item or issue a refund, with shipping on us.

Insurance and Billing Considerations for Returns

Because our service involves the practice billing insurance (Medicare or private insurance) for the DME products, it's crucial to handle returns in a way that remains compliant with insurance regulations. If you have billed or plan to bill an insurer for a product, please read this section carefully:

• Do Not Bill for Returned Items: If a product is being returned to us, the practice should not submit an insurance claim for that item. You should only bill an insurer for items that the patient actually received and intends to use. Billing for an item that was returned (and thus not actually in use by the patient) could be considered improper.
• If an Insurance Claim Has Been Paid: In cases where the practice already submitted a claim and received reimbursement from Medicare or a private insurer for a product that the patient ended up returning, the practice is responsible for promptly correcting that with the insurer. Medicare regulations require that any overpayment be refunded - a returned product essentially means Medicare paid for an item the patient didn't keep, which is an overpayment that must be addressed. The practice should contact Medicare or the insurance carrier to reverse or adjust the claim. This may involve submitting a claim adjustment or a voluntary refund to the payer for the amount reimbursed for the returned item. (Medicare suppliers are obligated to report and return overpayments within a specified timeframe, usually 60 days of identifying the overpayment.)
• Our Refund to You and Your Refund to Insurer: When we receive a valid return, we will issue a refund or credit to the practice for the product. However, any insurance reimbursement received for that product needs to be handled by the practice. In other words, you cannot financially benefit from both a refund from us and keep the insurance payment. If the insurer (Medicare or private) has paid for the item, those funds will need to be returned to them by your practice. This ensures no party is double-paid and keeps everyone in compliance. Many DME suppliers follow this practice - for example, some will directly refund the insurer if an item is returned. In our model, since you as the practice are the billing entity, it will be your responsibility to refund or credit the insurer. We recommend maintaining documentation of any such claim reversals or communications with the insurer for your records.
• Compliance with Medicare & Insurance Policies: Adhering to these return and refund procedures is critical. Retaining insurance payments for products that were returned could be seen as insurance fraud or abuse. Medicare and other insurers may audit claims, and any item not actually delivered/kept would be flagged. Always ensure that your billing reflects the actual status of the product delivery. If a patient never uses or keeps the product and you receive it back, the proper step is to nullify the claim for that item. (If you need guidance on Medicare claim adjustments or voluntary refunds for a returned item, consult the Medicare DME MAC guidelines or your billing advisor.)
• Industry Norms for Insurance-Billed DME: Due to the complexities of reversing insurance claims and ensuring compliance, some suppliers do not permit any returns or exchanges on DME items that were billed to insurance. We understand that situations arise where a patient may not use a product, which is why we allow returns within 30 days under the strict conditions outlined above. By doing so, however, we place the responsibility on the practice to handle the insurance side appropriately. Please take these requirements seriously to avoid any billing issues with Medicare or private payers.

Summary of Key Points

Please keep these important points in mind:

• 30-Day Limit: Return requests must be made within 30 days of product delivery - no exceptions beyond this timeframe.
• Unopened/Unused: Only products in new, unused condition with intact packaging are eligible for return. Opened or used items (unless defective) cannot be returned.
• Practice-Facing Refund: We refund the purchasing practice for approved returns (not the patient, since the transaction is between us and the practice). It's then the practice's duty to handle any patient reimbursement or insurance claim reversal associated with that return.
• Insurance Compliance: If the returned item was billed to insurance, ensure the claim is corrected. Any insurance payment for a returned product must be refunded to avoid overpayment issues.
• No Late Returns: Products delivered over 30 days ago are not returnable under this policy, barring warranty issues or special circumstances. This policy helps maintain the integrity of our supply chain and compliance with healthcare regulations.

Contact Us

If you have any questions about this return policy or need assistance with a return, please contact our support team. Our staff is here to help practices navigate returns while maintaining compliance with all applicable rules.

• Phone: +1 (813) 737 7273 (Available Monday through Friday, 9am to 5pm EST)
• Email: support@medflowio.com (Our team typically responds within 24 hours during business days)

We appreciate your cooperation in adhering to this policy, which helps us continue providing quality DME products and reliable service to you and your patients.