At Capital Care Services, we are committed to providing every customer with a positive purchasing experience. We understand that, in some circumstances, a product may not meet the customer’s expectations or may arrive with a defect. The following policy explains our procedures for returns, exchanges, and refunds.
Defective Products
If a product is defective, Capital Care Services is committed to making the situation right. Depending on the product and the nature of the defect, we will repair or replace the defective item at no additional cost to the customer.
Customers should contact our customer support team as soon as possible after discovering a defect. Proof of purchase and additional information about the product’s condition may be required.
Non-Defective Product Returns and 35% Restocking Fee
Approved returns of non-defective products are subject to a 35% restocking fee. This fee helps cover the costs associated with inspecting, processing, handling, and restocking the returned product.
To qualify for a return, the product must:
- Be unused and in its original condition.
- Be returned in its original packaging.
- Include all original parts, accessories, manuals, and tags.
- Be accompanied by valid proof of purchase.
- Receive prior return authorization from Capital Care Services.
We cannot accept returns of products that have been used, opened, installed, assembled, or are reasonably presumed to have been used.
Most durable medical equipment products—including hospital beds, lift chairs, power mobility equipment, and similar items—may be presumed used once they have been assembled, installed in a customer’s home, removed from our store, or otherwise placed into service. Because the condition and use of these products cannot always be verified after delivery or installation, they may not be eligible for return.
Customers are encouraged to speak with a Capital Care Services representative regarding the return eligibility of a specific product before completing a purchase.
Return Shipping Costs
Customers are responsible for all shipping and transportation costs associated with returning a non-defective product to Capital Care Services.
Original delivery, shipping, setup, installation, or service fees are non-refundable unless otherwise required by law or specifically approved by Capital Care Services.
Prior Authorization Required
All returns must receive prior authorization from Capital Care Services. Products returned without authorization may be refused and returned to the customer at the customer’s expense.
To request a return authorization, please contact our customer support team and provide the following information:
- Customer name and contact information.
- Order number or proof of purchase.
- Product name and description.
- Reason for the return.
- Photographs or other supporting documentation, when requested.
Receiving return authorization does not guarantee that a refund or exchange will be approved. All returned products are subject to inspection.
Compliance With Return Procedures
Customers must follow all return instructions provided by Capital Care Services. These instructions may include completing required forms, providing proof of purchase, securely packaging the product, using an approved shipping method, and returning the product within the specified timeframe.
Failure to comply with the return procedures may result in the return being delayed, refused, or deemed ineligible for a refund.
Contact Us
We value your business and are committed to providing excellent customer service. For questions or concerns regarding this Returns and Refunds Policy, please contact the Capital Care Services customer support team.
Your satisfaction is important to us, and we are here to assist you.