Return Policy

Upgrade Medical PR’s return policy is designed to ensure the integrity of our products and provide full transparency to our valued customers. We understand that our customers expect the products they receive to be compliant and sanitary, and we strive to meet those expectations.

Returns and Refunds

Upgrade Medical PR will accept returns on any unopened product within 10 days after the order is received, subject to a 15% Restocking Fee (see below). To qualify for a return/refund, product(s) must be in the original, unopened manufacturer’s packaging. We cannot accept opened packages under any circumstances. If a product is sent back to us opened, the possibility of a refund will be void. For safety, certain items that are not in sealed packages by the manufacturer will have a label placed by Upgrade Medical PR. Returned items with this label must be intact to receive a refund. If this label has been removed or tampered with, the possibility of a refund will be void.

Unaccepted Returns

Upgrade Medical PR provides a range of personal healthcare products that cannot be resold once they leave our warehouse. As a result, these product types are not accepted for returns or refunds. The following section details a general list of items and may not include all products that fall under the Non‑Returnable/Unaccepted Returns category:

  • Consumable Products (feeding formula, beverages, etc.)
  • Bedding (pillows, linens, etc.)
  • Wound Care (dressings, etc.)
  • Hospital Beds
  • Wheelchair Cushions
  • Commodes
  • Bath Products
  • Suction Supplies and Equipment
  • Patient Aids
  • Transfer Benches

Restocking Fee

Upgrade Medical PR has adopted a 15% restocking fee due to shipping, packaging, and inventory costs. A restocking fee will apply to all returns, with no exceptions.

Manufacturer Warranties

Some product categories (Mobility, Sleep Therapy, Oxygen, etc.) may carry a manufacturer’s warranty. If a product you purchased malfunctions, call our office at [Your Contact Number] to verify whether it is still under warranty. If the malfunctioned product is under warranty, we will provide a Return Merchandise Authorization (RMA) number. You must call our office to receive an RMA number. All warranty claim decisions are made solely at the manufacturer’s discretion. The customer is responsible for shipping the product back to our office. Repair or replacement of the product can take up to 4 weeks, depending on the manufacturer.

Manufacturer warranties do not protect against misuse or water damage. If you send in a product for repair and misuse or water damage is the cause of the product’s malfunction, you will have three options:

  • The machine can be returned to you at no cost.
  • You can pay the manufacturer to repair your machine (costs will be communicated and collected before beginning repairs).
  • You can purchase a new machine at the listed price on our website.

Questions or Concerns?

Please feel free to contact us at any time with your questions or concerns. We are available via email at info@upgrademedicalpr.com.