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Return, Refund, Rental & Financial Responsibility Policy

At Allen Medical Equipment Delivery, we are committed to providing high-quality medical equipment with fast, professional delivery and setup throughout North Texas and surrounding areas. Due to the medical nature of many products and the operational costs associated with emergency dispatch, sanitation, delivery, setup, and reserved inventory, the following policies apply to all purchases, rentals, deliveries, and services.

Non-Returnable Items

For hygiene, infection-control, and patient safety reasons, the following items are non-returnable once opened, used, worn, altered, or removed from original packaging:

  • Bathroom safety items
  • Non-electric mobility aids
  • Compression garments
  • Orthopedic supports and braces
  • Cushions and positioning products
  • Respiratory accessories and opened respiratory supplies
  • Personal care items
  • Incontinence supplies
  • Disposable medical supplies

Standard Return Policy

Eligible non-special-order products may be returned within fourteen (14) days of delivery if all of the following conditions are met:

  • Item is unused and in new condition
  • Item is in original packaging
  • All accessories, manuals, and components are included
  • Item is in resalable condition

Important Return Conditions:

  • Customers are responsible for return shipping and pickup costs unless the return is due to company error
  • Non-defective approved returns may be subject to:
    • Restocking fees up to 30%
    • Pickup charges
    • Delivery charges
    • Sanitation or inspection fees if applicable

Returns showing wear, damage, odor, misuse, missing parts, or unsanitary conditions may be denied.

High-Value Equipment Returns

The following in-stock equipment may be eligible for return approval within five (5) days of delivery:

  • Lift Chairs
  • Power Scooters
  • Wheelchairs
  • Hospital Beds
  • Respiratory Equipment
  • Power Mobility Equipment

Conditions:

  • Equipment must remain in new, unused condition
  • Equipment must pass inspection upon return
  • Returns are subject to:
    • Restocking fees up to 30%
    • Pickup charges
    • Delivery charges
    • Sanitation and inspection fees if necessary

Used, damaged, worn, altered, or unsanitary equipment is non-returnable.

Ramp Return Policy

Ramps must be returned within twenty-four (24) hours of delivery unless otherwise approved in writing.

Returned ramps must remain in original condition and free from damage or excessive wear.

Special Orders & Custom Equipment

All special-order, custom-order, specially sourced, or non-stock equipment is final sale and non-refundable.

This policy applies regardless of cancellations, changes in medical condition, insurance outcome, discharge delays, relocation, or unforeseen circumstances.

Same-Day Cancellation & Dispatch Policy

Due to the nature of urgent and emergency medical delivery services, orders canceled after dispatch, loading, route assignment, technician scheduling, arrival onsite, delivery, or setup may be subject to:

  • Dispatch fees
  • Delivery charges
  • Technician labor fees
  • Setup charges
  • Pickup charges
  • Restocking fees
  • Equipment sanitation fees

Even if a customer changes their mind after technicians arrive, the emergency delivery and response service has already been performed.

Rental Equipment Policy

Rental Responsibility Begins Upon Delivery

Rental charges begin immediately upon delivery, dispatch, installation, setup, or placement of equipment at the home, hotel, facility, recovery residence, or requested location.

This includes, but is not limited to:

  • Hospital Beds
  • Patient Lifts
  • Wheelchairs
  • Power Chairs
  • Lift Chairs
  • Oxygen Concentrators
  • Bariatric Equipment
  • Low Air Loss Mattresses
  • Scooters
  • Respiratory Equipment

No refunds are provided for early returns or unused rental periods after delivery and setup have been completed.

Special-order rentals are non-refundable.

Rental Extensions & Continued Billing

Rental extensions are not active until payment approval is received.

Customers requesting rental extensions authorize Allen Medical Equipment Delivery to continue billing the payment method on file for:

  • Approved rental extensions
  • Recurring rental charges
  • Delivery and pickup fees
  • Late charges where permitted
  • Recovery and collection costs where applicable

Failure to make payment does not terminate the rental agreement.

Rental charges continue until:

  • Equipment is returned, OR
  • Pickup is requested and completed by Allen Medical Equipment Delivery

Customer Responsibilities During Rental

Customers are responsible for:

  • Coordinating timely pickup when equipment is no longer needed
  • Protecting equipment from damage, theft, misuse, or loss
  • Providing safe access for delivery and retrieval
  • Reporting defects or service issues immediately

Failure to request pickup may result in continued recurring rental charges.

Lost, stolen, damaged, altered, abused, or excessively soiled equipment may result in repair, replacement, sanitation, or replacement charges at full retail value.

Return Merchandise Authorization (RMA)

All approved returns require a valid Return Merchandise Authorization (RMA).

Returns received without an approved RMA may be:

  • Refused, OR
  • Accepted for store credit only, less applicable fees

Defective or Incorrect Orders

If a defective or incorrect item is received, customers must notify Allen Medical Equipment Delivery immediately.

If confirmed, we may:

  • Repair the item
  • Replace the item
  • Exchange the item
  • Provide an approved refund if applicable

Approved defective returns may include prepaid return shipping when authorized.

Refund Processing

Refunds are processed only after returned items are received, inspected, and approved.

Estimated refund processing times:

  • Credit Card / PayPal / Apple Pay: 7–10 business days
  • Check Refunds: 30–90 business days

Original delivery, dispatch, setup, rush delivery, emergency service, and pickup charges may be non-refundable.

Insurance Authorization & Financial Responsibility

By accepting delivery, services, or equipment, the customer authorizes Allen Medical Equipment Delivery to:

  • Submit insurance claims on the customer’s behalf
  • Release necessary medical and billing information for claim processing
  • Receive payment directly from insurance providers when applicable

The customer remains financially responsible for:

  • Deductibles
  • Co-payments
  • Co-insurance
  • Non-covered items
  • Non-medically necessary equipment
  • Denied claims
  • Charges not paid by insurance

While we may assist with claim submissions or appeals, final financial responsibility remains with the customer or responsible party.

Product Instructions, Safety & Warranty

All equipment includes applicable:

  • Usage instructions
  • Safety guidelines
  • Maintenance recommendations
  • Manufacturer warranty information when available

All equipment is inspected prior to delivery for safety and operational performance.

Customers are responsible for using equipment according to manufacturer instructions and safety recommendations.

Limitation of Liability

Allen Medical Equipment Delivery is not liable for injuries, damages, delays, interruptions, misuse, improper operation, service interruptions, loss of use, or consequential damages related to rented or purchased equipment except where required by law.

HIPAA & Privacy

Allen Medical Equipment Delivery maintains strict compliance with HIPAA privacy and confidentiality regulations.

Privacy practices are available upon request.

Contact Information

Allen Medical Equipment Delivery

📞 214-778-7690
📠 469-666-9188

Serving Dallas-Fort Worth, throughout North Texas and surrounding areas with 24/7 emergency medical equipment delivery and professional setup.

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