Returns & Exchanges
Texas Star HMES takes great pride in offering the absolute best in medical supplies and equipment from leading manufactures and your satisfaction is our driving motive. However, you may occasionally find it necessary to return or exchange an item.
Most items may be returned within 30 days of delivery and must be returned at the customer’s expense. All returns or exchanges are subject to an industry-standard restocking fee of up to 25% and for all item(s) or orders that received the free shipping promotion; our outbound shipping costs will be deducted from your return refund.
Returns requests beyond thirty (30) days from date of delivery, special orders, E-Gift Certificates and shipping charges are not returnable or refundable.
Due to health, hygienic and safety regulations, items such as incontinence, ostomy, urology, gloves, hand splints, all bathroom safety items, oxygen cylinders (tanks) and regulators and items designed for single-use cannot be returned or exchanged. This includes products that are still considered to be in new condition or are not yet opened, as well as additional items marked specifically as non-returnable in the item description.
All returns are subject to inspection and must be in new, unused and resalable condition (no scratches, cracks or dirty tires) and contain the original packing materials, manuals and blank warranty cards. Any merchandise deemed unsuitable for resale will not be accepted for a refund.
We will only reimburse return shipping costs if items being returned shipped due to our error. Otherwise, the customer is responsible for the original delivery costs and the return shipping expenses.
Order cancellation requests received after the order has been submitted is subject to our set return policies. You must accept delivery and contact us to obtain a RMA number and return shipping address.
A Return Merchandise Authorization (RMA) number must be obtained from our Customer Support department for any and all returns.
To obtain your RMA number simply call toll free at 1-866-574-2536 (option 2) during our hours of operation or complete our online Return Authorization Request Form by clicking here.
Do not send any returns to our corporate headquarters listed on our Contact Us page - it will not be accepted. You will be provided with the return address along with your RMA number. Shipping charges will be deducted for shipping fees related to unauthorized returns that have to be redirected to the appropriate return facility.
Item(s) being returned must be returned within 14 days of receiving your Return Authorization Number.
We are not responsible for returns that are either lost or that arrive to the returning facility damaged. We strongly recommend that you insure the shipment for its retail value and obtain a valid tracking number for your records to protect against shipping damage or loss.
Refunds for returns that included a valid RMA number will be issued after receipt and warehouse inspection approval, via original payment method within approximately 14 business days. If you paid via check or money order a check will be issued within 4 weeks.