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Return Policy

The below policy applies to all customers unless superseded by a separate written agreement that includes specific return goods terms and conditions.

Authorization

All requests for returns must be unopened and authorized by a MemorialCare Virtual Health Ambassador prior to returning items. Please email us at virtualhealth@memorialcare.org to initiate the return process. Product return must be initiated within 30 days of purchase. Authorizations are valid for 15 days. Once the return has been approved by our team, instructions will be provided on how to return.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your replacement or refund will be processed, and a credit will be applied to your original method of payment, minus shipping fees.

Conditions for Return

All returns must meet the following conditions:

  • The item must be unopened and unused, including disposable components.
  • The item must be clean (no cracks, scratches, dirty, etc.)
  • The item must be in its original packaging.

In addition, the item cannot be one of the “non-eligible returns” listed below:

  • Return requests more than 30 days after purchase.
  • Any item that has been opened or used.
  • Any item not in its original packaging.

Returns for Defective Merchandise

Please email us immediately at virtualhealth@memorialcare.org to report receipt of defective or damaged exam kits. We accept returns for refund or exchange, for items damaged in transit. Upon receipt of the damaged or defective items we will ship out a replacement, if available. If a replacement is not available we will refund the full purchase price of your item, including initial shipping charge if applicable.

Shipping

To return your product, you should contact us prior to shipping the item.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund. If the item is being returned due to our error, manufacturer defects, or damage during shipping, we will send you a prepaid shipping label and you will not be charged.

Due to the cost and fragility of the item, providing a tracking # is required. You should consider purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Lost or Stolen Packages

MemorialCare is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon inquiry, MemorialCare. will confirm delivery to the address provided, date of delivery, tracking information and shipping carrier information for the customer to investigate.

Price adjustments

Price adjustments are only approved within 24 hours of purchasing. Price adjustments only apply to MemorialCare pricing and do not apply to other retailer pricing.