This policy applies to purchases from Kelrock LLC dba Homepro Medical (“Homepro Medical”). Rental cancellation, billing and equipment returns are governed separately by our Rental Agreement.

Shipping

Orders are processed within three business days. In-stock items ship within seven business days of order placement. Shipping means dispatch, not arrival. Shipping, delivery and setup charges are disclosed before purchase.

If we cannot ship within the promised time, we will notify you, provide an updated shipping date when available, and offer the option to agree to the delay or cancel the unshipped items for a full, prompt refund. We will obtain any consent and issue any refund required by applicable law.

Returns of Purchased Items

For eligible purchased items, contact Homepro Medical within 14 calendar days after delivery or pickup to request a return authorization. Provide your order number or other proof of purchase. Do not return an item without written authorization and return instructions.

Eligible items must be unused, uninstalled, unwashed, unaltered, clean, undamaged and in resaleable condition. Include all original parts, accessories, instructions and packaging. Opening an outer shipping carton solely to inspect the contents does not itself constitute use.

If Homepro Medical or its delivery provider removed packaging as part of your delivery service, that packaging requirement is waived. Other return conditions still apply.

Final-Sale and Non-Returnable Items

Because of hygiene and infection-control concerns, mattresses, mattress overlays, patient-lift slings, incontinence supplies, toileting and bathing products, and other personal-care or hygiene products are final sale and cannot be returned or exchanged for change of mind, incorrect selection or because they are no longer needed.

Custom-made or special-order equipment, and clearance or used equipment, are final sale when clearly identified as such before purchase.

These exclusions do not eliminate applicable rights concerning defective goods, incorrect shipments, delivery damage, manufacturer warranties or other remedies required by law.

Sanitation and Contamination

Homepro Medical may refuse a change-of-mind return when inspection shows use, soiling, bodily fluids, stains, mold, pests, smoke exposure, persistent odors, or other evidence of contamination that makes the item unsafe to handle or unsuitable for resale.

Cleaning an item does not make an otherwise used or excluded product eligible for return. Items damaged through misuse, neglect, improper assembly, accident or alteration are also ineligible for change-of-mind returns.

Do not ship or bring potentially contaminated equipment to our premises without first contacting us. For a defect or warranty claim involving such equipment, contact us so that appropriate handling and any legally required remedy can be arranged.

Disposal of Customer-Owned Items

Homepro Medical does not provide routine collection, removal, recycling or disposal of customer-owned mattresses, slings, medical supplies or other equipment. Delivery of new equipment does not include removal of existing items unless separately agreed in writing or required by law.

Do not leave unwanted items at our premises or give them to our delivery personnel without prior authorization. Customers are responsible for arranging lawful disposal through an appropriate local service. This provision does not restrict any take-back or other obligation imposed by applicable law.

Return Costs and Refunds

For eligible change-of-mind returns, customers are responsible for return shipping or a separately agreed pickup charge. Disclosed original shipping charges and delivery or setup services already performed are non-refundable.

Any applicable restocking fee must be disclosed by its exact amount or percentage before purchase. No undisclosed fee will be added.

Return authorization permits inspection and does not guarantee a refund for an ineligible item. We will explain any refusal or deduction.

Eligible refunds are issued to the original payment method within ten business days after receipt and inspection. Your payment provider may take additional time to post the credit. Any shorter deadline required by law controls.

Delivery Damage, Incorrect Items and Defects

Inspect your delivery promptly. Report visible damage, missing components or incorrect items as soon as possible, preferably within 48 hours. Retain packaging and provide photographs where reasonably possible. This reporting request does not waive warranty rights or other rights that cannot legally be limited.

Stop using equipment that may be unsafe. Where an issue results from our error, a covered defect or damage during delivery to you, we will arrange an appropriate repair, replacement or refund, including necessary return shipping, as required by applicable law or warranty.

Change-of-mind exclusions and restocking fees do not restrict these remedies.

Rental Cancellations and Returns

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 (5) 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.

Contact

For return authorization, shipping questions or assistance, call (800) 437-3677 or email [email protected].

Homepro Medical
153 21st Street
Brooklyn, NY 11232

The terms disclosed when your order was placed govern that order. This policy does not limit rights that cannot be waived under applicable law.