This Refund and Cancellation Policy (the “Policy”) applies to all rentals and purchases from Kelrock LLC, d/b/a Homepro Medical (hereinafter “Homepro Medical”), and forms part of the Homepro Medical Terms and Conditions. With respect to rentals, this Policy is to be read together with the Homepro Medical Rental Agreement (the “Rental Agreement”). Capitalized terms not defined in this Policy have the meanings given in the Terms and Conditions.

1. Cancellation of a Rental

The Customer may cancel any rental at any time, without a cancellation fee, by telephone at (800) 437-3677, by email to the address shown on the Customer’s invoice, or by notice in person or in writing. Upon receipt of a cancellation request, Homepro Medical will confirm the cancellation and schedule equipment pickup within five business days. To avoid a charge for the following billing cycle, the Customer should submit the cancellation request at least five (5) business days before the renewal date.

2. Cessation of Billing

Rent ceases to accrue on the date the equipment is returned to Homepro Medical or made available for the scheduled pickup, whichever occurs first. No renewal charge is processed after that date. See below note on Partial Billing Cycles.

3. Partial Billing Cycles

Billing cycles that have already commenced are not prorated. No refund is issued for equipment returned partway through a paid billing cycle.

4. One-Time Service Fees

Delivery, pickup, setup, sanitization, missed delivery/pickup, and deposit-type fees are collected in advance and are non-refundable once the corresponding service has been rendered.

5. Final Inspection and Post-Return Charges

Returned equipment is inspected within five (5) business days of return. Damage beyond normal wear and tear, missing parts or accessories, excessive soiling, and unreturned items are charged to the payment method on file in accordance with the Rental Agreement, at the cost of repair or the fair replacement value. Any such charge will be accompanied by an itemized statement and, where practicable, photographs. Normal wear and tear and standard sanitization are included in the rental at no additional charge.

6. Returns of Purchased Items

Purchased items may be returned only as stated on the applicable product page or invoice. For reasons of hygiene, foam mattresses, slings, and personal-care items are not returnable. Homepro Medical reserves the right to refuse any product for return for any reason. Refunds for eligible returns are issued to the original payment method within ten (10) business days of Homepro Medical’s receipt and inspection of the item. Outbound processing, delivery, and shipping charges are not refundable.

7. Backordered Items

If a purchased item is backordered and the Customer does not wish to accept the confirmed shipping range, the Customer may cancel the order for a full refund at any time before shipment.

8. Return Procedure

The Customer should contact Homepro Medical before shipping any item back. Eligible returns are issued a return authorization; unauthorized returns may be refused. Returned items must be unused and must include all original components, packaging, and documentation. Return shipping is at the Customer’s expense unless the return results from an error by Homepro Medical or from a defective item. Where stated on the product page or invoice, and where permitted by law, a restocking fee of up to fifteen percent (15%) may be deducted from the refund.

9. Damaged, Defective, or Incorrect Shipments

The Customer is responsible for inspecting each delivery on arrival. Transit damage, defects, shortages, or incorrect items must be reported to Homepro Medical within forty-eight (48) hours of delivery, with photographs where possible. Homepro Medical will repair, replace, or refund at no cost to the Customer, and will bear return shipping, where the issue results from an error by Homepro Medical, a defect, or carrier damage.

10. Refused and Failed Deliveries

If a shipment is refused without cause, or a scheduled delivery fails because no one is available at the confirmed address, outbound shipping and delivery fees are not refunded, return freight may be deducted from any refund due, and missed delivery, missed pickup, and redelivery fees apply.

11. Statutory Rights

This Policy does not limit any refund, cancellation, or other right that the Customer holds under the laws of the Customer’s state and that cannot be waived by agreement. Where the law of the Customer’s state mandates different cancellation or refund terms for the transaction, that law controls.

12. Contact

Homepro Medical, 153 21st Street, Brooklyn, New York 11232. (800) 437-3677.