Return Policy

Return Policy:

All returns require written authorization prior to the return of any product. GEMCO Medical will provide you with a Return Merchandise Authorization (RMA) Number. The RMA # is valid for 30 days. To obtain an RMA #, complete the Return Request Form online or contact a member of our Customer Service team at (800) 733-7976.

Be prepared to provide the following information when submitting the request:

• Item Number & Quantity

• Reason for Return

• Original Order Number with Invoice Date showing merchandise you received

• Product Serial Number, if applicable

• Proof of Humidity & Temperature Control form, if applicable

Returns require an RMA # and positively attested Proof of Temperature and Humidity form, if applicable, for proper credit to be issued.  Returns received without prior approval will not be credited.

Shipping charges on all returned goods will be incurred by the customer. GEMCO Medical will advise the dealer of the preferred shipping method upon issuance of the RMA #. Unless specified otherwise, all orders will be shipped by the most cost-effective method available. Shipping charges and a handling fee will be deducted from your return. Shipments outside the continental U.S. will be billed accordingly. The customer is responsible for any additional shipping charges due to the customer supplying an incorrect shipping address.

Upon receipt, all goods and associated forms will be inspected and reviewed prior to issuing a credit. Returns on stocked items due to errors in ordering or overstocks, when returned in resalable condition*, will receive:

1. Full credit for returns within 30 days.

2. DME products reserve the right to charge 25% for returns at any time.

*Resalable condition is defined as product that is unopened, undamaged, unmarked upon, unexpired and accompanied by a positively attested Proof of Humidity and Temperature Control form, if applicable.

DEFECTIVE PRODUCTS: Defective products also require an RMA # from our Returns Department. Please report any defective product to GEMCO Medical Customer Service via email at customerservice@gemcomedical.com. A detailed description of the defect must be included with the return. Shipping must be prepaid by the customer, no COD accepted. Replacement/credit of defective product will be made after inspection and agreement by GEMCO Medical and the manufacturer.

LOST PACKAGES: Notify GEMCO Medical Customer Service via email at customerservice@gemcomedical.com.

of any lost packages within 30 days.

SHORT SHIPMENT and FREIGHT DAMAGE: Notification of shortages and/or damages must be made within three (3) business days of receipt. Please contact GEMCO Customer Service via email at customerservice@gemcomedical.com and provide the following information:

• Item number and quantity

• Details on what is missing or damaged (crushed, water damaged, box was open, etc.)

• Original Purchase Order #, GEMCO Order Number, or GEMCO Invoice #

• Replace the product(s) or issue credit

**For damaged bulk shipments, please retain the original shipping box, packaging materials, and damaged products for carrier inspection.  The following photos will also need to be sent with your return request email to customer service:

• Photo 1: A photo of the damaged item.

• Photo 2: A photo showing the damaged merchandise, inside the original box, with all of the original cushioning (the picture should show the placement of the merchandise and packaging inside the box).

• Photo 3: A photo of the packaging material used inside the box (e.g., bubble wrap, Styrofoam peanuts, cardboard dividers, etc.).

• Photo 4: A close-up photo of the shipping label with the tracking number.

• Photo 5: A close-up photo of the box manufacturer’s certificate (BMC), if available. The BMC is a round stamp that details either the bursting strength of the box or the edge crush rating of the box. The BMC is generally found on a bottom flap on the outside of a corrugated cardboard box.

• Photo 6: Two photos displaying all 6 sides of the package (1 photo should display the top and 2 sides, and the 2nd photo should display the bottom and the opposite sides).

• Photo 7: A photo of the dimensions label located on the bottom of the box provided in the body of the email. This label will show the box height, length and width.

Note: All photos must be in jpeg or bitmap format.

NO RETURNS WILL BE ACCEPTED ON:

• Special Order Items

• Insulin Pumps, Insulin Management Systems, Continuous Glucose Monitor (CGM) Transmitters and Continuous Glucose Monitor (CGM) Receivers that have been opened or are not in resalable condition.