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Shipping, Returns & Replacement

At Hey Med Supply, we are committed to providing high-quality medical products with clear, fair, and compliant return and warranty policies. Please review the information below to understand your options and our responsibilities.

Shipping & Delivery

Orders placed by 2 p.m. EST, Monday–Friday, ship the same day and typically arrive within 1–2 business days, barring carrier delays.

Tracking updates may lag and take up to 48 hours. It's common for packages to arrive before the tracking information is updated.

General Products – Returns & Refunds

Return Eligibility

  • Most new, unused, and unopened items may be returned within 30 days of delivery for a full refund.
  • Return shipping costs are the responsibility of the customer, unless the return is due to our error (e.g., incorrect or defective item).
  • Items must be returned in their original condition and packaging with all components included.

Restocking Fees

  • No restocking fee applies to general product returns.
  • Items marked as non-returnable are final sale and cannot be refunded.

Refund Timeline

Refunds are typically issued within 48 hours of return inspection. Please allow up to 4 weeks for the refund to appear in your account. This includes:

  • 5–10 business days for the product to reach us
  • 3–5 business days for inspection and processing
  • 5–10 business days for your bank to post the refund

UVB Lamps & Medical Equipment – Returns & Warranty

Product Warranty

  • 1-year warranty on the device
  • 500-hour warranty on the UV light source
  • Includes free parts, replacements, and shipping for manufacturer defects
  • Post-warranty repairs may be arranged through Hey Med Supply

This warranty complies with the Magnuson–Moss Warranty Act, which requires that all terms be clearly disclosed.

14-Day Return Policy

  • Returns accepted within 14 days of delivery for a refund or exchange
  • Opened or used products cannot be returned unless defective
  • A 20% restocking fee applies to all returns except defective. We will repair, replace, or refund defective items free of charge.

Eligible Returns

  • Sealed & Unused: The device, original packaging, and all accessories (including user manual and UV-protective glasses) must be in new, unused, and undamaged condition.
  • Defective or Damaged: Products that arrive defective or damaged may be returned, even if opened, as long as the issue is reported within 14 days.

Ineligible Returns

We are unable to accept returns if:

  • The return is not authorized in advance
  • The request is made after 14 days of delivery
  • The return is shipped back more than 5 days after receiving authorization
  • The product is no longer in “new” condition, including:
    • Devices that are damaged
    • Missing or damaged original packaging
    • Missing or damaged accessories
    • Retail packaging with shipping labels or markings applied directly

How to Return

1. Initiate a Return

  • Contact our team via email or through our website within 14 days of delivery.
  • Complete the return form. Reply to your order confirmation email with the form attached, along with any additional details you'd like to share.

2. Receive Authorization

  • We will respond within 24 hours with approval and return instructions.
  • Unauthorized returns will not be accepted.

3. Ship Back the Product

  • Repack the item with all original components and undamaged, original packaging.
  • Place the product box inside a separate shipping box.
  • Do not apply labels directly to the product packaging.
  • Ship the return within 5 business days of receiving authorization.
  • Customers are responsible for return shipping unless the item is defective or damaged.

4. Receive Refund

  • Refunds are processed within 48 hours of return inspection.
  • We reserve the right to refuse returns showing signs of misuse or wear.
  • Please allow 2–3 business days for the refund to appear in your account.
  • Returns that do not meet our policy criteria may be declined.

Replacements

Eligible Replacements

If your order arrives damaged, incorrect, or with missing items, please contact us within 48–72 hours of delivery.

Claims submitted after this window may not be eligible for resolution.

  • Normal wear and tear is not covered.
  • We are not responsible for packages that are lost, stolen, or weather-damaged after confirmed delivery.
  • If your package is marked “Delivered” but you have not received it, please file a claim directly with UPS.

Non-Returnable Items (All Sales Final)

For hygiene and safety reasons, the following products are not eligible for return:

  • Raised toilet seats
  • Commodes
  • Erection aids
  • Pillows and cushions
  • Bath safety items

Regulatory Compliance

Hey Med Supply complies with all relevant U.S. consumer protection and FDA regulations, including:

  • Magnuson–Moss Warranty Act (clear warranty terms and dispute resolution)
  • FDA Quality System Regulation (21 CFR Part 820) (device servicing and safety)
  • 21 CFR Part 806 (reporting of medical device corrections or recalls)
  • Applicable state laws requiring conspicuous return policy disclosures

Need Help or Ready to Start a Return?

We're here to assist you.
- Call: 301-288-5988
- Email: cs@heymedsupply.com