Return and Refund Policy

Effective Date: This Return and Refund Policy is effective as of August 15, 2023.

  1. Introduction

This Return and Refund Policy (“Policy”) governs the terms and conditions under which Med Dimensions, LLC, a New York limited liability company with its principal place of business at 30 Vantage Point Dr. STE 1, Rochester, NY 14624 (“Med Dimensions” or “Company”), accepts product returns and issues refunds for products purchased directly through its website, www.med-dimensions.com, or other authorized channels. By purchasing from Med Dimensions, the customer acknowledges and agrees to be bound by the terms outlined in this Policy.

  1. Eligibility for Returns and Refunds

2.1 General Eligibility: To qualify for a return and/or refund, all of the following conditions must be met:

(a) The product was purchased directly from Med Dimensions or authorized channels.

(b) The request for a return is made within thirty (30) calendar days from the date of delivery to the original delivery address.

(c) The product remains in its original condition, unused, unmodified, and in its original packaging with all tags and labels intact.

2.2 Ineligible Products: The following are generally not eligible for return or refund:

(a) Products that have been used, damaged, or altered after delivery.

(b) Products custom-made or personalized for the customer.

(c) Products explicitly labeled as “non-returnable” or “final sale” on the product page or accompanying documentation.

2.3 Exceptions: Med Dimensions reserves the sole right to accept returns and process refunds for products outside the eligibility criteria, which may be determined on a case-by-case basis.

  1. Return Process

3.1 Initiating a Return: To initiate a return, customers must contact Med Dimensions Customer Support at [email protected] or call +1 (585) 510-0005 ext. 1, providing:

(a) The order number,

(b) The product(s) being returned,

(c) The reason for return, and

(d) Photographic evidence of the product’s current condition, if applicable.

3.2 Return Authorization (RA): Upon approval, Med Dimensions will issue a Return Authorization (RA) number, which must be displayed clearly on the return shipment packaging. Unauthorized returns may be refused or subject to additional handling charges.

3.3 Return Shipping: The customer is responsible for all shipping fees related to returning the product. Med Dimensions recommends using a trackable shipping method and insuring the return package.

3.4 Return Packaging Responsibility: Customers are responsible for securely packaging returned products to avoid damage in transit. Med Dimensions reserves the right to refuse a refund for items damaged due to insufficient packaging by the customer.

3.5 Inspection and Refund Processing: Upon receipt of the return, Med Dimensions will inspect the product. If the product meets the eligibility requirements, the refund will be processed to the original payment method within twelve (12) business days of the eligibility determination. Processing times may vary depending on the customer’s bank or payment provider.

3.6 Partial Refunds: In certain cases, Med Dimensions may issue a partial refund if a product is returned with missing components, incomplete or  damaged packaging, as long as the product is otherwise eligible for return. Med Dimensions will determine the refund amount on a case-by-case basis.

  1. Refund Method and Non-Refundable Fees

4.1 Refund Method: Refunds will be issued only to the original payment method used for the purchase.

4.2 Non-Refundable Fees: Any original shipping, handling, or service fees, including rush shipping or additional convenience fees, are non-refundable.

  1. Damaged or Defective Products

5.1 Notification Requirements: If a customer receives a product that is damaged or defective, they must notify Med Dimensions Customer Support immediately at [email protected] or +1 (585) 510-0005 ext. 1, including:

(a) Details and description of the damage or defect, and

(b) Photographic or video evidence of the damage or defect, as applicable.

5.2 Resolution: Upon evaluation, Med Dimensions may, at its discretion:

(a) Issue a full refund for the defective or damaged product, or

(b) Replace the defective or damaged product with an identical product of the same model and specifications.

  1. Restocking Fees

Med Dimensions reserves the right to apply a restocking fee for returns of non-defective, non-damaged products. Any applicable restocking fee will be communicated to the customer prior to finalizing the return.

  1. Product-Specific Return Policies

Certain products may be subject to unique return policies or additional restrictions, which will be specified on the respective product pages or in accompanying documentation at the time of purchase.

  1. International Orders

For orders shipped internationally, the customer is responsible for any customs duties, taxes, or additional fees associated with the return. Med Dimensions is not responsible for covering these costs and will deduct them from the refund if not prepaid by the customer.

  1. Orders Purchased Through Third Parties

Products purchased through third-party retailers or distributors are subject to the return policies of the respective third-party sellers. Med Dimensions will not accept or process returns for products purchased outside of its authorized channels.

  1. Cancellations

Customers may cancel their order without penalty if the cancellation request is made prior to the product’s shipment. Orders already shipped cannot be canceled and must instead follow the return procedures outlined in this Policy.

  1. Force Majeure

Med Dimensions shall not be liable for delays or failure to fulfill return processing or refund obligations under this Policy due to causes beyond its reasonable control, including acts of God, natural disasters, pandemics, government actions, labor shortages, or disruptions in supply chain operations.

  1. Limitation of Liability

TO THE FULLEST EXTENT PERMITTED BY LAW, MED DIMENSIONS SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES ARISING FROM THIS POLICY OR THE SALE OR USE OF ANY PRODUCT, WHETHER ARISING IN CONTRACT, TORT, OR OTHERWISE, EVEN IF ADVISED OF SUCH DAMAGES.

  1. Disclaimer of Warranties

Med Dimensions provides a limited warranty for specific products, covering defects in materials and workmanship. The full terms, conditions, coverage, and exclusions of this warranty are detailed in the warranty documentation included with eligible products and available at www.med-dimensions.com/warranty. This limited warranty is the sole and exclusive warranty provided by Med Dimensions.

EXCEPT AS EXPRESSLY PROVIDED IN THIS POLICY OR IN THE APPLICABLE WARRANTY DOCUMENTATION, ALL PRODUCTS ARE PROVIDED “AS IS” AND WITHOUT ANY OTHER WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.

  1. Governing Law and Dispute Resolution

This Policy shall be governed by the laws of the State of New York, excluding its conflict of law principles. Any dispute arising from this Policy shall be resolved exclusively in the state or federal courts located in Monroe County, New York.

  1. Amendments

Med Dimensions reserves the right to amend this Policy at any time, without prior notice. Amendments will be effective immediately upon posting to www.med-dimensions.com/returns-refunds, and customers are advised to review this Policy periodically.

  1. Entire Agreement

This Policy represents the entire agreement between Med Dimensions and the customer regarding the return and refund of products and supersedes all prior agreements, representations, and communications.

  1. Severability

If any provision of this Policy is deemed invalid or unenforceable by a court of competent jurisdiction, such provision shall be severed, and the remainder of the Policy shall remain in full force and effect.

  1. Contact Information

For questions or further assistance, please contact Med Dimensions Customer Support at [email protected] or +1 (585) 510-0005 ext. 1.