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Return and Freight Policies

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Return & Freight Policies

Roscoe Medical will accept returns within 30 days from the original ship date. A 25% restocking fee will be subtracted from the original cost and a credit for the difference will be issued. Returns must be shipped with freight charges prepaid. Shipping costs are not refundable.

All products must be returned in original packaging and must contain all components, accessories and user manuals. In the event that any components are missing, you will be responsible for the cost of the replacement component and the 25% restocking fee.

All returns must be approved with a Return Authorization Number. Please call a member of our Customer Service Team at (800) 376-7263 to obtain a Return Authorization Number. Provide the following information when calling:

  • Item Number
  • Original Order Number
  • Product Serial Number/Lot Number
  • Reason for Return

The Return Authorization Number must be marked clearly on the returned carton and is valid for 10 business days from the date of issue. Returned merchandise must be in the same unit of measure as originally purchased. Return Labels or Call Tags can be issued by our customer service department to return merchandise. Associated fees and return freight charges will apply. All returns of drop-shipped items are subject to a restocking fee as well as inbound and outbound freight charges.

Returns will not be accepted on items that are:

  • Missing their serial number
  • Special order items
  • Returned more then 30 days after delivery
  • Returned without notification

Freight Overages, Shortages and Damaged Merchandise:

All freight overages, shortages and/or damages must be reported immediately upon receipt of shipment. Visible damage should be noted on the freight company's receipt at the time of delivery. All packing and shipping documentation must be retained for damage claims. Contact a member of our Customer Service Team at (800) 376-7263 for final disposition.

Warranty Guidelines and Refurbished Units:

Compass Health Brands sole obligation in the case of any breach of its warranties set forth in the manual shall be, at Compass’ option, to replace the Product with a new or factory certified reconditioned product without charge to the Purchaser or to refund the purchase price of the Product. For returns, please contact your distributor or Compass Health Brands directly at 800-376-7263 to obtain a prepaid shipping label with the authorized RMA number (if product is within warranty). Any product sent back without an authorized RMA number will be returned to the sender. Compass will not be responsible for damage due to improper packaging or shipment. If Compass determines in its sole reasonable discretion that the Product contains defective workmanship or materials, Compass will refund the purchase price to the original purchaser for the price of the defective product, or replace the product with a new or factory certified refurbished product at Compass’ expense. If Compass determines in its sole reasonable discretion that the Product does not contain defective workmanship or materials, Compass will inform the Purchaser and return the product, freight billed to the purchaser.