Performance Home Medical: Return Policy for Private Pay and Cash Sales Only
At Performance Home Medical, we strive to provide excellent customer service and ensure your satisfaction with every purchase. Please review the following detailed return policy, which includes specific deadlines for initiating and processing returns.
General Return Guidelines:
- Some items such as travel CPAPs are not eligible for returns and/or refunds. Please check with your PHM representative for further information.
- Unopened Products (Within 30 Days): We accept returns of unopened, unused products within 30 days of the original shipping date. Products must be returned in their original packaging, including manuals, and with all components. A 15% restocking fee will be deducted from your refund. Shipping costs are non-refundable, and customers are responsible for return shipping charges. Returns received after the 30-day window will not be accepted.
- Deadline: The return request must be initiated within 30 days from the date the product was delivered.
- Opened Products: Due to the personal nature of our products, we do not accept returns on opened items such as supplies and mask parts, even if the products show no usage.
Manufacturer Defects and Warranty Claims:
If you experience issues due to a manufacturer defect, please contact us within 30 days of discovering the defect for troubleshooting assistance. If necessary, we will work with the manufacturer on your behalf to repair or replace the product under the manufacturer's
warranty. The warranty typically covers defects in materials and workmanship and varies by product and manufacturer. Any shipping costs related to returning defective items are the responsibility of the customer. Once we receive and inspect the product, a decision will be made regarding repair or replacement. Processing of warranty claims can take up to 10 business days after we receive the product.
- Deadline: Warranty claim must be initiated within 30 days of discovering the defect or issue. Manufacturer warranty timelines vary.
Products Eligible for Repair:
If your machine (CPAP, APAP, BiPAP, or oxygen concentrator) is experiencing functional issues beyond the manufacturer’s warranty, it may still be eligible for repair. Repair policies vary by manufacturer, and a diagnostic fee will apply. The fee may or may not be applied to the final repair cost, depending on the manufacturer. Please contact us for guidance before shipping the machine for assessment.
- Deadline: Repair requests must be initiated within 30 days of identifying the machine’s issue.
Products Not Eligible for Return Once Opened:
The following products cannot be returned once opened, due to health, safety, and hygiene concerns:
- Mask cushions, headgear, tubing, filters, humidifiers, water chambers, power cords, and mask parts
- Cleaning supplies and sanitizers
- Batteries and cables
- CPAP pillows and travel bags
Shipping Damage:
If your product arrives damaged due to shipping, please notify us within 10 business days of receipt. Claims for shipping damage must be made directly to the carrier, but we are available to assist in the process.
- Deadline: Any claims for shipping damage must be made within 10 business days of receiving the product.
Return Process:
If available, please include a copy of your original invoice or packing slip with your return. Refunds will be processed within 10 business days of receipt and inspection of the returned items. Expedited shipping costs are not eligible for refunds.
- Deadline: All returned products must be received at our facility within 15 business days from the date the return authorization is issued.
Return Address:
Performance Home Medical
Attn: Returns Department
19625 62nd Ave Suite A101
Kent, WA 98032
If you have any further questions or need assistance with your return, please contact our customer service team at 866-687-4463 or at contactphm@performancehomemed.com. We are here to help ensure your satisfaction with our products.
This policy is effective as of 11/01/2024 and is subject to change.