At Just DME Parts, we prioritize the accuracy and quality of the durable medical equipment (DME) parts we ship. Because all products are drop-shipped directly from manufacturers, we adhere to strict return guidelines to ensure the safety and integrity of our supply chain.
1. Return Eligibility and Requirements
To be eligible for a return, the following conditions must be met:
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Return Window: All eligible items must be requested and postmarked for return within 15 business days of the original delivery date.
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Condition: Items must be returned in new, unused condition and include all original packaging, manuals, and components. Items that have been installed, opened (where sealed), or show any signs of use are not eligible for a refund.
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Mandatory RMA: A Return Merchandise Authorization (RMA) number is required for all returns. Any package received without a clearly marked RMA number will be refused and returned to the sender at the customer’s expense.
2. Non-Returnable / Final Sale Items
Due to health, hygiene, and product customization standards, the following items are considered Final Sale and cannot be returned or exchanged for a refund:
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Hygiene and Personal Care Items: Any item that comes into direct contact with a patient’s body, including:
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Cushions
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Mattress Covers and Pads
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Patient Lift Slings
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Parts for Bathing, Showering, or Toileting Equipment
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Customized Products: Any part or item that has been specially customized, configured, or built-to-order.
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Other Designated Items: Any item marked as “Non-Returnable” or “Final Sale” on its product page.
3. Return Shipping and Restocking Fees
The customer is responsible for all costs associated with a return, unless the return is due to an error by the manufacturer or carrier (see Section 5 below).
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Return Shipping Cost: The customer is responsible for arranging and paying the shipping costs to return the item back to the designated manufacturer’s facility.
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Restocking Fee: All approved returns are subject to a 15% restocking fee, which will be deducted from your final refund amount. This fee covers the manufacturer’s costs for inspection, processing, and handling.
4. Refund Processing
Once an approved return is received at the designated manufacturer’s facility:
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Inspection and Processing: Please allow 2-3 weeks for the manufacturer to inspect the item and for us to process the refund. This period allows time for transit, inspection, and administrative processing.
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Refund Method: The refund will be issued via the original method of payment used for the purchase.
5. Damaged or Defective Items (Separate Procedure)
If an item arrives damaged or is found to be defective, it is not considered a standard return and must follow a specific, separate claims procedure as outlined in our Shipping Policy.
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Reporting Damage: If a package arrives damaged, you must report the damage to us within 1 business day of delivery.
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Reporting Defects: If a part is found to be defective after delivery, you must report the defect to us within 15 business days of the delivery date.
Please refer to the Shipping Policy for the full details on how to report and resolve damaged or defective items.
6. How to Initiate a Return
The quickest and most effective way to resolve any issue—from an immediate concern to a general question—is by submitting a ticket through our dedicated Customer Support Portal.
You can use the portal to:
Request a Return Merchandise Authorization (RMA) number. Submitting a ticket here is the required first step for processing all returns.
Report any delivery issues (e.g., damaged or missing items).
Get quick assistance for general customer service inquiries.
Prefer to connect with us another way? While the portal is best for new requests, you can also reach us through these alternative contact options:
- Live Chat: Live Chat
- Phone: 855-906-3164
Policy Effective Date: September 28, 2025