Product Returns & Exchanges

Effective: February 1, 2025

Reliable Care LLC accepts returns of most new, unopened products and will issue a refund or exchange, subject to the criteria below. To make a return or exchange, please contact Customer Service at (301) 947-9545 M-F 9:00 AM – 5:00 PM (EST).

Returns are subject to the following criteria:

1. Clients or Customers must contact Reliable Care LLC within 5 business days of receipt of the product.
2. All returns must be authorized by Reliable Care LLC prior to receipt with an RMA written on the outside of the box. Returns without an RMA will not be accepted and will not receive a refund.
3. Items must be returned within 30 days of initial shipment date.
4. The return shipping expense is the responsibility of the Client or customer and Reliable Care LLC is not responsible for lost return shipments. In the case of defective, missing, or incorrect items, Reliable Care LLC bears the cost and responsibility associated with providing an appropriate replacement. Return shipments should include a tracking number.
5. The refund will be processed once Reliable Care LLC receives the return shipment. (Every return shipment must pass a warehouse inspection before any refund is issued.)
6. The return shipment will not pass warehouse inspection if any product packaging is written on, opened, has a safety seal broken, is repackaged, is missing a serial number(s), is missing the Uniform Product Code (UPC) or is modified in any other way.
7. Returns will not be accepted for items considered as Personal such as but not limited to:
   1. Wound Care Supplies
   2. Sterile Packages (including, but not limited to Intermittent Catheters)
   3. Any item used in the Bathroom 
   4. Cpap masks, stockings and garments 

Defective, Missing, or Incorrect Items

Immediately upon receipt, the client or customer should inspect the shipment to ensure the contents match the packing slip. If the customer believes any product from the shipment is defective, missing, or an incorrect item, the client or customer must contact Reliable Care LLC within 5 business days of receipt of the product to initiate the return process.

Updated February 1, 2025