Refund & Return Policy

1. Return Eligibility

We accept returns on eligible items within 30 days of the confirmed delivery date. To be eligible for a return, your item must meet all of the following conditions:

• The item must be in its original, unopened packaging
• The item must be unused and in the same condition you received it
• The item must not be from our non-returnable categories (see Section 2)
• You must have a receipt or proof of purchase
• The return request must be initiated within 30 days of delivery

2. Non-Returnable Items

Due to health, safety, and hygiene regulations applicable to medical supplies, the following items cannot be returned or refunded under any circumstances:

• Any opened incontinence product (briefs, pads, liners, wipes, underwear)
• Any product that has been used or worn
• Products without original packaging or with damaged packaging
• Custom or special-order products ordered specifically for your facility
• Hazardous materials or products with special storage requirements
• Items marked “Final Sale” or “Non-Returnable” on the product listing
• Digital products or downloadable content

3. Defective or Incorrect Items

If you received a defective, damaged, or incorrect item, we will resolve the issue at no cost to you — regardless of whether the packaging has been opened. In these cases:

• We will provide a prepaid return shipping label
• You may choose a full refund or a replacement shipment
• Replacements are dispatched within 2 business days of receiving the returned item
• Refunds are issued within 5 business days of confirming the defect

To report a defective or incorrect item, please contact us within 48 hours of delivery with your order number, a description of the issue, and photos where applicable. This speeds up the resolution process significantly.

4. How to Initiate a Return

Follow these steps to start your return:

5. Refunds

Once your return is received and inspected, we will notify you by email of the approval or rejection of your refund. If approved, your refund will be processed to your original payment method within 5–10 business days.

Partial refunds may be issued in the following situations:

• Items returned more than 30 days after delivery
• Items that show signs of use but are not the fault of the company
• Bulk orders where only a portion of the shipment is returned

Late or missing refunds: If you have not received your refund after 10 business days, please first check your bank account, then contact your credit card company — it may take time before your refund is officially posted. If you have done all of this and still have not received your refund, please contact us at 516-800-0728.

6. Exchanges

We replace items only if they are defective, damaged, or if the wrong item was sent. If you need to exchange an item for the same product due to a manufacturer defect, contact us at 516-800-0728 and we will arrange a replacement at no cost to you.

If you wish to exchange for a different product (different size, count, or brand), please initiate a return for the original item and place a new order for the desired product. This ensures the fastest possible turnaround for your facility.

7. Wholesale & Bulk Orders

Wholesale and bulk orders (10 cases or more) are subject to slightly different return terms. Please contact us before placing large orders if you have questions about product specifications, as we want to ensure you receive exactly what your facility needs.

• Wholesale returns must be pre-authorized by our wholesale account team
• Restocking fees of up to 15% may apply to large-quantity returns that are not due to defect or error on our part
• Net-30 account credits may be issued in lieu of refunds for wholesale returns at our discretion
• Partial pallet or case returns are accepted — you do not need to return the entire order

For wholesale return inquiries, please contact your account manager directly or call us at 516-800-0728.

8. Items Damaged in Transit

If your order arrives visibly damaged, please follow these steps immediately:

• Take photos of the damaged packaging and product before opening or moving anything
• Contact us within 48 hours of delivery at 516-800-0728
• Do not discard the damaged packaging — it may be needed for a carrier claim
• We will file a claim with the carrier on your behalf and arrange a replacement or refund at no cost to you

9. Contact Us

For all return, refund, and exchange inquiries, please reach out to us using any of the methods below. Our team is available Monday through Friday, 9:00am to 5:00pm EST.