Medline Exo-Cath® 100% Silicone Male External Catheters

Here at PhD Medical Supply, client satisfaction is our top priority.  We want our clients to be completely satisfied with any wholesale purchases made with us. If you need to return something that you ordered directly from us, please fill out the RMA Form as soon as possible which can be found here at https://flexreturnapp.com/s/phdmedicalsupply-com.  

We accept returns within 30 days of receipt of your purchase.  Items must be returned in brand new, unused, unopened and in its original packaging, except defective products.  Please keep all packing material and documentation in the event that your equipment has to be serviced or returned.  Return shipping costs will be at the client's expense.  Original shipping charges are not refundable even if we cover the shipping costs.  All merchandise returns are subject to a detailed inspection. Any merchandise unsuitable for resale will not be accepted (do not adhere labels to retail packaging).  A minimum restocking fee of 20% will be applied to all returns less than 30 days. NO RETURNS ARE ACCEPTED AFTER 30 DAYS OF SHIPMENT ARRIVAL.

If you are out of our standard warranty period and purchased an extended warranty through CPS, you can start the claim process by visiting https://www.cpscentral.com/how-to-file-a-claim.

PLEASE NOTE EXCEPTIONS:

Freight items, furniture, special order items, books, items with expiration dates, hygienic items, consumable items, prescription items, international orders, and discontinued products will NOT be accepted by PhD Medical Supply for return under any circumstances.  We will make it right if it is defective.

*UNAUTHORIZED RETURNS* Orders that are refused or rejected without prior approval may not be refunded or subject to higher restocking fees. Customers will also be responsible for any new shipping fees incurred because of the refusal.  There will be no refunds for orders refused for nonpayment of Duties and/or Tax fees with international Orders.

All products to be returned brand new and must include original packing material, manuals, blank warranty cards and other accessories provided by the manufacturer.

After 30 days of receipt of purchase, the manufacturer's warranty applies. 

Any discrepancies such as defective items, missing items, or any type of problem with an order that has been delivered must be reported to us within 30 days of receiving purchase.  We will make sure to have a replacement sent out as quickly as possible.  Please keep all packaging as we will require the item back under most circumstances and we will cover the costs to get the item returned to us.  If you do not wish to have a replacement, it would be subject to a standard return procedure. We cannot be held responsible for any issues after 30 days of receiving purchase.

We reserve the right to refuse a return depending on certain circumstances.

Please note:

For exchanges, please place the order for what you need, then fill out the RMA form and we will then simply refund or credit your account once returned.  This ensures you get what you need more quickly.

Please allow about 5-7 business days for items being returned for store credit / refund / exchange as returns must be processed, examined, and then credited.  Sometimes it can take a shorter amount of time and sometimes longer.  We will immediately let you know once a return is processed.

CANCELLING ORDERS:

All orders cancelled by the customer for any reason after the order has been placed will be subject to a 5% cancellation fee.  We will do our best to cancel an order within 1 hour of the order being placed.  Since order processing is all automated and cancellation requests are manual, we cannot guarantee cancellations on orders.  Please note we do not allow cancelling orders for nonpayment of shipping fees.  All order cancellations require a cancellation reason, must be in writing in an email, and we must be notified before there is a tracking number or shipment.  Sine we are a wholesale site, not paying for shipping charges is NOT a valid cancellation reason and any requests will be denied. We also do not cancel orders for items on backorder once the order has been processed.  We also do not cancel orders if the manufacturer has updated their product and has a replacement.  Once an order has a tracking number or has been shipped, it cannot be cancelled under any circumstances and is out of the cancellation window.  Cancelled orders that have not been shipped may also be subject to a minimum 20% restocking fee in certain circumstances. Any freight items, special order items, international orders, or items made per order may not be cancelled once order is processed even if there isn't a tracking number available.  Please note we reserve the right to cancel an order if there is any issue.  There are instances where a package may ship before any information is available and this is because our warehouse first ships orders and then provides us with the tracking report which then gets sent to you.  If there is a situation like this where an order was cancelled and/or refunded while it was already shipped, we will not be able to honor the cancellation and any refund will be cancelled.  While we do our best to honor all cancellation requests, there are instances where we cannot depending on the warehouse and the circumstances.

RETURNED PAYMENTS / CHARGEBACKS / CREDIT CARD DISPUTES:

We do our best to resolve any situation and will definitely do so according to our policies you agree to when sending your order.  If a situation has been resolved in accordance with our policies and there are any returned payments, chargebacks, and credit card disputes for any reason after the resolution, there will be a $40.00 fee for each returned payment which becomes due at time of notice. Please note that even if your credit card company returns the payment, this does not remove your obligation to pay for your order and payment must be made immediately.  Since payments are due at time of order, a returned payment might lead to a late payment/delinquency which will be reported to the major crediting boroughs.  Interest will collect at a rate of 2% a month but if that percentage is usurious, the legal allowed limit will be collected as interest.  All warranties will be null and void.  If legal action is taken for non-payment, you will be responsible for reasonable attorney's fees, filing charges, court fees, and any other charges associated with collection of payment.