You may return most new, unopened items within 30 days of delivery for a full refund. You pay the shipping cost unless the return is a result of our error (you received an incorrect or defective item, etc.).

If you request an RMA (Return Material Authorization) for a product and we do not receive the original packaging with original labeling your RMA may be rejected and your product not returned to you and without any exchange or refund.  We must be informed within 24 hours if there are any damages to your product.  DirectMedical CANNOT accept (Unauthorized) returns without a previously issued RMA.  RMAs expire 30 days after issuance. 

Some of our items are special order items that ship directly from the manufacturer.  These items will be marked as SP and will take approximately 10-15 business days for delivery and in most cases, cannot be returned.

Depending on the Manufacturer, there may be a 25% restocking fee.  the seal must not be broken on the package or they will not accept the item back. We are unable to take back certain products due to health reasons.  These items include, but are not limited to, underwear, pillows, toilet seats, oral products,  floor machines, vacuums, special order items, consumables (such as food and beverages), dated items (e.g., calendars, planners, etc.), medical products, and partial cases, etc. If an item has been opened or used, it is not returnable. If a restocking fee applies, you will be notified when your RMA# is issued.

Steps to follow on returns:

  1.       email to the following information.
  2.       Order number
  3.       Item or items to be returned
  4.       Quantity to be returned
  5.       Include in the Subject line:  RETURN
  6.       Reason for the return.

In most cases you will receive within 24 hours (except for week-ends and holidays) an email with instructions for the return.  Allow up to 30 days for the item (s) to be returned and inspected for the credit to be issued. 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).

Once an RMA # is issued, you have 10 days in which to return this item.  We have the right to refuse the credit if the item is returned after the 10 day period. 

We will accept a request for an RMA on an order placed within the past 30 days.  If the order is past 30 days, the manufacturer will not accept the product.

The only way we can issue credit on a returned item is to have that package marked clearly with the RMA #.  If the package is not clearly marked, we will not know who to issue credit to.

Direct Medical ships within the Continental United States under the normal shipping policy.  We are not responsible for freight outside of this area.


If the product is not received or damaged, a Refund will be issued. For Damaged shipments, please note the damage on the carrier’s delivery record. Also save the shipping cartons, product boxes, and remaining product, and contact us as soon as possible Damage claims must be reported to within 10 days of receipt. Please contact us at with the following information at:

  1. Order Number
  2. Product or products missing or damaged.

After notification, a credit will be issued back through the card (or original method of payment) used.  You will receive the Credit transaction code and the amount via email.  You will receive your credit within a certain amount of days, depending on your card issuer’s policy. Due to a change in manufacturer policy, all special order items (unless damaged in shipment or defective product) are non-returnable.

Cancellations uses one of the most efficient and prompt processing systems available for online order completion. Because of this, it is often difficult to cancel an order after it has been placed. Once the order is sent to our warehouse, where it is processed for shipment, it cannot be canceled. If you wish to cancel a placed order, please contact our customer service center as soon after placing the order as possible at