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Ordering Information
The Wright Stuff, Inc. ArthritisSupplies.com Merchandise Return Policy
Do You Have a Return Policy?
Yes, we are pleased to offer a Return Policy. Because we offer only high-quality merchandise, we find that we have remarkably low return rates. However, we recognize that there may be cases in which a customer feels the need to return a product—and we want to meet that need in a way that exceeds industry standards.
May I Return My Order?
In many cases, yes. We believe that trust is the cornerstone of business. A fair and honest Return Policy ensures that customers feel comfortable with their purchases and with us. Therefore, we make every effort to ensure that all products that possibly can be safely returned will be returnable. But it is important to note that not all products are returnable.
Why Are Some Products Non-Returnable?
Due to the unique nature of this business and related matters of hygiene and public safety, we cannot allow certain items to be returned. The Federal Drug and Food Administration administers rules concerning the reprocessing of medical devices, a complex issue that the FDA has grappled with for many years.
We are not alone; other medical suppliers face the same obstacles. If it were entirely our decision, we would make all products returnable. Unfortunately, that is not the case.
How Do I Determine if a Product is Returnable?
Call us first and a Customer Service Representative (CSR) will be happy to help you make that determination. If you return a product without first contacting us, you will not receive a refund, and the product might even be lost in transit. Even if a CSR has previously approved return of a product, we reserve the right to refuse a refund based on the condition of the received merchandise.
How Do I Make a Return?
Contact us within the Return Period. We will issue you a Return Merchandise Authorization (RMA). All merchandise must be shipped back in its original packaging and the packaging must not be defaced in any way. All parts and instructions must be returned. All returns must be accompanied by a copy of your invoice. The merchandise must be unused and in its original packaging.
Where Do I Write the RMA?
On the shipping label on the outside of your shipment. Make certain that the RMA is written in clear, legible fashion for easier tracking.
What is the Return Period?
Within thirty (30) days of the date that you receive your product.
May I Return a Product Without an RMA?
No. The RMA facilitates tracking of your returned product and expedites your refund. We receive a high volume of shipments of all types every day, and it is extremely difficult to track all incoming packages without tracking codes.
Please note that refunds for merchandise returned without RMAs will be denied.
How Long Does the RMA Last?
The RMA is effective for seven (7) days after you receive it. After that time, you will need to obtain another RMA as long as you are still within the Return Period. Outside of the Return Period, the products cannot be returned.
In What Form Will I Receive My Refund?
This is at our discretion. Generally, a merchandise credit or an exchange credit will be applied to your account. The exchange credit will be valid up to 6 months after issue. If receiving a refund, please allow 6-8 weeks (two billing cycles) for the credit to process to your account. Return Service Fees will be deducted from the value of your refund.
Are Shipping and Handling Charges Refundable?
No.
Which Products Are Not Returnable?
Call us first and a Customer Service Representative (CSR) will be happy to help you make that determination. Merchandise that typically is non-returnable includes:
Eating products - Non returnable if packaging is opened.
Hygiene products - Non returnable if packaging is opened.
Mouth stick products - Non returnable if packaging is opened.
Toileting Products - Non returnable if packaging is opened.
Braces, Splints - Non returnable if packaging is opened.
Pillows - Non returnable if packaging is opened.
Bathing Products - Non returnable if packaging is opened.
Gel Mattress overlays - Non returnable.
Gel Cushions - Non returnable.
Skin Cream, Lotions - Non returnable.
Other items may also be non-returnable. Your CSR can help you determine if your product is returnable.
Do You Have a Return Service Fee Policy?
Yes. Returns and refunds impose an extra workload on our part. Rather than pass this cost onto the consumer through higher product prices, we are consistent with others within our industry by requiring nominal service fees in the event of returns.
A service fee of 20% is required for most items. Items shipped directly from the manufacturer require a service fee of up to 30%, per manufacturers’ requirements.
How Do I Contact You?
At our convenient toll-free number: (877) 750-0376 or by email at info@thewright-stuff.com
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