Return Policy

Click here to initiate a return.

SkyNetMed offers a 30-day return policy on most of our medical supplies, including but not limited to: mobility aids, crutches, and Rollators (Rolling Walkers). To ensure that our customers are completely satisfied with their purchases, we have outlined the following policy for returns and exchanges.

 

1. Non-Returnable Items:

Please note that certain items are not eligible for return or exchange, including:

  • Perishable goods, such as medical supplies that have expired or have a short shelf life.
  • Custom products, such as items that have been ordered specifically for the customer and cannot be resold to others.
  • Personal care goods, such as incontinence products, wound care supplies, or other items that have been opened or used.
  • Hazardous materials, such as medical gasses or chemicals.
  • Flammable liquids and gasses.

(See: Section 4 for exceptions)

Sale items and gift cards are also not eligible for a return, exchange, or refund.

1-A. Sale Items and Gift Cards:

Sale items and gift cards are not eligible for return, exchange, or refund. This includes items that have been marked down from their original price or items that have been purchased during a sale or promotion.

Please note that all sales of sale items and gift cards are final. This means that once a sale item or gift card has been purchased, it cannot be returned, exchanged, or refunded.

Additionally, please make sure to carefully review the product information and ensure that the item you are purchasing is the correct item before making your purchase, particularly during clearance sales, as returns and exchanges will not be accepted for any reason.

We understand that purchasing a sale item or gift card can be a final decision, therefore, we recommend that customers carefully read all product information and ensure that the item is the correct item before making the purchase.

2. Order Cancellations:

At SkyNetMed, we process and ship out orders on a daily basis at 3:00 PM Eastern Standard Time (EST). This means that customers who have placed an order prior to 3:00 PM EST on the same day have the opportunity to cancel their order before it is shipped. However, for orders placed after this cutoff time, customers have until 3:00 PM EST the following day to request a cancellation. Please note that once the order has been shipped, it is subject to the terms and conditions outlined in our refund policy.

 

3. Proof of Purchase Required for Returns and Exchanges:

In order to request a return or exchange, the customer must provide proof of purchase. This can include a physical receipt or an order confirmation email. The proof of purchase must show the date of delivery, the item(s) purchased, and the purchase price.

Without proof of purchase, SkyNetMed will not be able to process the request for a refund or exchange. This is because proof of purchase is necessary to verify the authenticity of the request and to confirm that the item was purchased from SkyNetMed.

Please note that if the customer cannot provide proof of purchase, SkyNetMed reserves the right to deny the request for a return or exchange.

 

4. Damaged or Defective on arrival:

If a customer receives a defective or damaged product from SkyNetMed, they may request a replacement product in lieu of a refund. In order to be eligible for a replacement, the customer must notify SkyNetMed of the issue within a reasonable timeframe upon receiving the product. The customer may be required to provide proof of the defect or damage, such as photographs or other documentation.

SkyNetMed will review each request for a replacement product on a case-by-case basis, and will make a determination regarding the replacement at its sole discretion. If the request is approved, SkyNetMed will ship the replacement product to the customer at no additional cost. SkyNetMed will be responsible for any shipping costs incurred by the customer in returning the defective or damaged product to SkyNetMed.

It is important to note that this replacement policy is applicable only to defective or damaged products and does not apply to products that are returned due to customer dissatisfaction or other reasons. In such cases, the standard return policy shall apply.

Please note: If your faulty, defective or wrong item falls into one of the non-returnable items (See: Section 1) you may request a full refund or store credit. This is only applicable to the items that are: faulty, defective, damaged upon arrival, or wrong item received. Sale items are not included in this exception (See: Section 1-A).

5. Faulty Manufacturing or Broken after Minimal Use:

In the event that a product is found to be faulty or breaks after minimal use, SkyNetMed will take the necessary steps to rectify the issue and ensure that the customer is satisfied with their purchase. The customer must notify SkyNetMed of the issue within 30 days of the delivery date. The customer may be required to provide proof of the defect or damage, such as photographs or other documentation. 

Our products come with a 2-month warranty from SkyNetMed and a Limited Lifetime warranty from the manufacturer. Please, reach out to us at info@skynetmed.com or returns@skynetmed.com if you have any issues related to faulty manufacturing or items broken after minimal use and we will be sure to assist you.

* Please note:

Sale items are not eligible for warranty coverage. All sales of sale items are final, which means that once a sale item has been purchased, it cannot be returned, exchanged, or refunded. Additionally, the warranty coverage will not be applicable to any item that has been marked down from its original price or items that have been purchased during a sale or promotion. It is important for customers to carefully review the product information and ensure that the item they are purchasing is the correct item before making a purchase, particularly during clearance sales, as warranty coverage will not be provided for any reason.


6. Customer changes their mind:

Some items are not eligible for returns, refunds or exchanges (See: Section 1).

At SkyNetMed, we understand that sometimes customers may change their mind about a purchase. In such cases, we offer the option for a refund or exchange within 30 days of the delivery date. However, for a refund or exchange to be considered, the item being returned must be in the same condition as when it was received, including being unworn, unused, and with all tags attached (See: Section 8 "Conditions for Consideration of Returns, Refunds and Exchanges" below). Additionally, customers must provide satisfactory proof of purchase, such as a valid receipt or order confirmation. Please note that returns due to a change of mind are subject to our refund policy.


7. Exchanges:

Some items are not eligible for returns, refunds or exchanges (See: Section 1).

SkyNetMed offers exchange options for customers who are not satisfied with their purchase. To request an exchange, customers must contact our customer service team by email at returns@skynetmed.com or by phone at 833-944-9494 (or initiate an exchange on this page) within 30 days of the delivery date. The item being exchanged must be in the same condition as when it was received, unworn or unused, with original tags. (See: Section 8 "Conditions for Consideration of Returns, Refunds and Exchanges" below). A receipt or proof of purchase is also required. Some items are not eligible for return (See: Section 1)

Our team will review the request for an exchange and, if approved, provide instructions on how to return the original item and place an order for the new product. It is important to note that exchanges are subject to availability, and SkyNetMed reserves the right to offer store credit in lieu of an exchange if the desired product is not available. The customer will be responsible for any shipping fees associated with the exchange (See: Section 13 for exceptions).

To ensure a smooth and efficient exchange process, we recommend that customers return the original item and place a separate order for the new product. This will ensure that the customer receives their desired product in a timely manner.

8. Conditions for Consideration of Returns, Refunds and Exchanges:

Some items are not eligible for returns, refunds or exchanges (See: Section 1).

In order for SkyNetMed to consider a request for a refund or exchange, the customer must satisfy the following conditions:

  • The request must be made within the time frame specified in this policy (30 days from the date of delivery).
  • The item being returned or exchanged must be in the same condition as when it was received, including but not limited to being unworn, unused, and with original tags.
  • The customer must provide satisfactory proof of purchase, such as a valid receipt or order confirmation.
  • The item being returned or exchanged must be eligible for a refund or exchange according to the terms of this policy (e.g., it cannot be a non-returnable item as defined in this policy. See: "Non-returnable items" above.).

If these conditions are not met, SkyNetMed reserves the right to deny the request for a refund or exchange at its sole discretion.


9. Return Process:

Some items are not eligible for returns, refunds or exchanges (See: Section 1).

Here is the process for requesting and completing a return or exchange:

  1. Contact our customer service team to request a return or exchange, or click here. You will need to provide the order number, the item being returned, and the reason for the return or exchange. Our team will be happy to assist you in this process.
  2. Our team will review your request (See: Section 8) and, if approved, provide instructions on how to return the item. This may include a return shipping label or instructions on where to send the item. We want to make the process as easy as possible for you.
  3. Pack the item securely in the original packaging, if possible. If you are unable to use the original packaging, please ensure that the item is adequately protected during shipping. We want to ensure that the item returns to us in the same condition as it was sent to you.
  4. Ship the item back to us following the instructions provided by our customer service team. We recommend that you keep the tracking information for your records and to help with any follow-up questions.
  5. Once we receive the returned item, our team will inspect it to ensure that it meets the requirements for a return or exchange (See: Section 8). If the item is eligible, we will process the return or exchange according to your request. We will keep you informed of the progress and send you a confirmation email once the process is complete.

Please note that if the item returned does not meet the requirements outlined in our return policy (See: Section 8), we may not be able to process the return or exchange. In such cases, we will contact you to discuss the next steps.

9-A. Return Tracking:

SkyNetMed is committed to providing our customers with an efficient and transparent return process. To help ensure that your return is tracked and processed in a timely manner, we recommend that you use a trackable and insured shipping method when returning your item. This will allow you to easily track the progress of your return and to ensure that it is received by our team.

When you ship your return, please keep the tracking number for your records. You can use this number to track the status of your return and to ensure that it has been received by our team.

We will also send you a confirmation email once your return has been received and processed by our team. This email will provide you with information on the status of your return, including whether it has been approved for a refund or exchange.

If you have any questions or concerns about the status of your return, please do not hesitate to contact our customer service team. We are committed to providing excellent customer service and ensuring that our customers are satisfied with their purchase.

10. Return Method:

Any returns or exchanges must be done through mail. The customer is responsible for shipping the item back to SkyNetMed and for any associated shipping costs (unless your case falls into one of the exceptions. See: Section 3 and 10 in our Refund Policy or Section 13 below). Some items are not eligible for returns, refunds or exchanges. (See: Section 1 above).

The customer must also include proof of purchase, such as a physical receipt or order confirmation email, with the returned item. This is to ensure that we can accurately process your return or exchange. Returns or exchanges that do not include proof of purchase may not be accepted.

Please ensure that the item is properly packaged and protected during shipping, as we will not be responsible for any damages that occur during the return shipping process.

We recommend that you use a trackable and insured shipping method, as we are not responsible for any lost or missing returns.

We will inspect all returns upon receipt and will process the return or exchange according to the customer's request as long as the item meets the requirements outlined in this policy (See: Section 8). If the item does not meet these requirements, we will notify the customer and discuss next steps.

11. Timeline for Refunds and Exchanges:

We understand that the process of returning an item can be stressful, and we strive to make it as easy and seamless as possible for our customers. We have a dedicated customer service team to assist you with any questions or concerns you may have throughout the process.

Once we receive your return, our team will review and process your request. If a refund or exchange is approved, you can expect to receive your refund or exchange within 7-10 business days. The time frame may vary depending on the payment method used and the bank processing the refund.

We will send you an email confirmation once your refund has been processed or your exchange has been shipped. You can also check the status of your refund or exchange by contacting our customer service team.

We appreciate your patience as we work to process your request. If you have any questions or concerns, please do not hesitate to contact our customer service team. We are committed to providing excellent customer service and ensuring that our customers are satisfied with their purchase.

12. Product Never Received:

In the event that a product never arrives, the customer must contact our customer service team within 30 days of the estimated delivery date. Our customer service team will investigate the issue and file a claim with the carrier. If the claim is approved, we will resend the product to the customer at no additional cost. If the claim is not approved, we will issue a refund for the purchase price of the product.

Please note that if the customer provided an incorrect address at the time of purchase, SkyNetMed will not be held liable for any lost or misdirected packages. In such cases, we will make every effort to assist the customer in recovering the package, but we will not be able to issue a refund or resend the product. It is the responsibility of the customer to ensure that the shipping address provided is correct at the time of purchase.

12-A. Wrong product:

In case a customer received the wrong product, they can request an exchange within 30 days of the delivery date. The customer must notify SkyNetMed of the issue within a reasonable timeframe upon receiving the product. The customer may be required to provide proof of the incorrect item received, such as photographs or other documentation. If the product is being returned due to a defect or because the customer received the wrong item, SkyNetMed will cover the cost of return shipping. In such cases, customers are required to provide proof of the defect or incorrect item received.

Please note: If your faulty, defective or wrong item falls into one of the non-returnable items (See: Section 1) you may request a full refund or store credit. This is only applicable to the items that are: faulty, defective, damaged upon arrival, or wrong item received. Sale items are not included in this exception (See: Section 1-A).

13. Return Shipping and Handling:

The customer is responsible for paying for return shipping when they are returning an item that they are not satisfied with. If the product is being returned due to a defect or because the customer received the wrong item, SkyNetMed will cover the cost of return shipping. In such cases, customers are required to provide proof of the defect or incorrect item received.

In the case of an exchange, the customer is responsible for paying for return shipping. This means that the customer will be responsible for paying for shipping to return the original item to SkyNetMed, as well as paying for shipping on the replacement item that will be sent to the customer.

Please note that the cost of shipping is non-refundable, except in the case of a defective or incorrect item received. This means that if a customer returns an item, they will not be refunded the cost of shipping, unless the item is defective or incorrect.

Additionally, It is important to note that, all returns and exchanges must be made within 30 days of receiving the original order, and the item must be in new and unused condition with all accessories. Any returns or exchanges made after 30 days will not be accepted.

14. Local Law Compliance:

At SkyNetMed, we are committed to operating in accordance with all local laws and regulations. If any part of our return policy is found to be invalid or unenforceable, we will make every effort to enforce it to the fullest extent possible. The rest of the policy will remain in effect. Our goal is to ensure that our customers are treated fairly and that all of our policies and practices comply with the law.

15. Scope and Application of Policy

This return policy applies to all purchases of goods and services from SkyNetMed, including but not limited to medical supplies, mobility aids, and other products. The policy applies to purchases made online, or through any other sales channels, and it is the responsibility of the customer to be familiar with the policy and to understand their rights and obligations when making a purchase from the company.

This policy is intended to provide the customer with information on how to request a refund or exchange, as well as the terms and conditions that apply to these requests. It is important that the customer carefully read and understand this policy before making a purchase, as their purchase will be governed by the terms and conditions outlined in this policy.

16. Dispute Resolution

Any disputes arising from the purchase or use of our products will be resolved through binding arbitration, rather than in court. This means that you agree to waive your right to a trial by jury or to participate in a class action lawsuit. By purchasing on our website, you are agreeing to this arbitration provision, and the terms of our refund policy as stated above.

This includes any disputes regarding refunds, exchanges, or the use of store credit.

The arbitration will be conducted by a neutral arbitrator per the American Arbitration Association's (AAA) rules. The arbitration will be held in the county where the customer resides or at another mutually agreed-upon location.

The arbitration shall be governed by the Federal Arbitration Act and not any state law concerning arbitration. The arbitration decision may be enforced in any court of competent jurisdiction.

The Federal Arbitration Act (FAA) is a federal law that specifically allows and governs binding arbitration. This law applies to all states in the United States and is intended to ensure that arbitration agreements are enforced according to their terms. The FAA applies to any arbitration agreement that involves interstate commerce, including those that relate to products or services that are purchased or used across state lines. The FAA also preempts any state laws that may be in conflict with its provisions, meaning that it takes precedence over any state laws that may be more or less favorable to arbitration.

If any part of this arbitration clause is deemed invalid or unenforceable, it shall not invalidate the entire clause. If AAA is unable, unwilling, or unavailable to arbitrate a dispute, the parties shall select an alternative arbitration forum.

In addition to the terms outlined above, it is important to note that binding arbitration is a final and binding resolution process. This means that you will not have the right to appeal the arbitration decision or to seek further legal action. It is also important to note that arbitration proceedings are typically less formal than court proceedings, and the rules of evidence may be more relaxed.

However, the arbitrator will have the authority to issue a binding decision and to award damages and other relief to the parties, just as a judge would in court. The arbitration process is intended to be a more efficient and cost-effective means of resolving disputes, but it is still a serious legal process that should be taken seriously.

By using our products or services, you agree to be bound by this binding arbitration clause. If you do not wish to be bound by this clause, you must not purchase or use our products or services.

Contact us:

To initiate a return, customers must contact our customer service team by email at returns@skynetmed.com or info@skynetmed.com ,or by phone at +1 (833) 944-9494, or by using the contact form on our website within 30 days of the delivery date. The customer will need to provide the order number, the item being returned, and the reason for the return or exchange.

Customers are required to provide proof of purchase, such as a physical receipt or order confirmation email, with the returned item. This is to ensure that we can accurately process your return or exchange. Returns or exchanges that do not include proof of purchase may not be accepted.