Overview

30 Days Return Policy

At Key Way Medical, we are dedicated to offering premium, innovative medical devices to support your health and mobility needs. If you are not completely satisfied with your purchase and the product remains unused and in its original condition, you may return it within 30 days of delivery for a refund, subject to the conditions outlined below.

Products Exempt from the 30-Day Return Policy

Certain products are non-returnable due to their specialized nature. These exceptions will be clearly mentioned in the product description on our website. Examples include:

  • Standing Beds: Standing beds are non-returnable due to their unique customization and functionality. This exception is explicitly noted in the product’s description to ensure transparency.

How to Initiate a Return

To initiate a return, please email [email protected]. Include the following information:

  • Full name
  • Order number
  • The product you wish to return

Sometimes, the order date and shipping address might be needed to confirm the purchase.

Once your return is approved, you will be provided with a Return Merchandise Authorization number (RMA#). Clearly write this RMA# on the outside of your return package. Items must be returned within 7 days of receipt.

Return Guidelines

  • Returns without an RMA# will not be processed and will be returned at the customer’s expense.
  • Customers are responsible for return shipping costs. Original shipping and handling fees are non-refundable unless the return is due to an error on our part.
  • We highly recommend using a trackable shipping service and purchasing insurance. Key Way Medical is not responsible for any lost or damaged items during the return process.
  • Please allow 2 to 3 business days after receipt of your return for processing. All returns are subject to inspection.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

Ineligible Returns

  • Used or Damaged Products: Products must be returned in their original packaging and in new condition, including all accessories. Used, altered, or damaged products will not be accepted and will be returned at the customer’s expense.
  • Custom Orders: Custom-configured or personalized products are non-returnable unless they arrive damaged or defective.

Defective Items

If your product is defective, please contact us immediately. A defective product is one that is inherently unfit for its intended use or poses a safety risk. Upon evaluation, if the item is deemed defective, we will provide a full refund or replacement.

Examples of defective items:

  • A standing bed that malfunctions during normal use.
  • A scooter with electrical components that fail unexpectedly.

Non-defective issues (not eligible for return):

  • Cosmetic issues such as slight color variation or minor marks.
  • Products incompatible with other equipment not sold by Key Way Medical.

Additional Considerations

  • Damage caused by improper assembly or installation is not covered under this policy. Professional installation is recommended for products like standing beds and scooters.
  • Inspect your shipment upon arrival and report any damages or discrepancies within 3 days of receiving your order.
  • All returns are subject to evaluation by Key Way Medical.

At Key Way Medical, we are committed to providing you with exceptional service and high-quality medical devices. For any questions or concerns regarding returns, please reach out to [email protected].