Refund policy

Policy Overview

At Recovery Room Direct we stand behind the quality of our equipment. We know that outfitting a clinic or a home wellness space is a major investment and we want you to feel completely confident in your purchase. Our return process is designed to be as straightforward and fair as possible while strictly adhering to the policies of our manufacturing partners.

Return and Exchange Eligibility

To qualify for a return your item needs to be in brand new and unused condition. It must be returned in its original packaging along with every accessory and manual that came in the box. Because we sell heavy commercial and professional-grade equipment we cannot accept returns on items that have been used or fully assembled.

Return Window

You have a full 30 days from the date your equipment is delivered to decide if it is the right fit for your space. If you decide to send it back just make sure you initiate the process within that 30 day timeframe.

Restocking Fees and Manufacturer Policies

Returning heavy commercial machinery involves complex freight logistics. All eligible returns are subject to a standard 20% restocking fee plus the total cost of return shipping. Because we operate as an authorized distributor we must strictly abide by the individual return policies of our manufacturers.

If a specific brand or manufacturer mandates a higher restocking fee strictly prohibits returns on custom built items or considers certain medical devices as final sale their specific policy will always supersede our general policy. We strongly encourage you to review the specific product page for any brand specific return restrictions before purchasing.

Note: Some brands charge 15%–35% restocking fees on returns. See individual product pages for brand-specific terms.

Cancellations

If you place an order and suddenly realize you need to change your plans please contact us immediately. You can cancel your order for a complete refund as long as the equipment has not been processed with the manufacturer.

If your order has already been processed with the vendor but has not yet shipped your cancellation will be subject to a 5% cancellation fee to cover administrative and merchant processing costs.

Once an item leaves the warehouse it cannot be canceled and will need to go through our standard return process.

How to Start a Return or Exchange

Starting the process is very easy. Just send a quick email to our team at sales@recoveryroomdirect.com and let us know you would like to make a return. We will reply with your authorization details and clear instructions on exactly how to pack up your equipment. Please note that all authorized returns must be shipped directly back to the specific manufacturer warehouse.

Do not ship heavy equipment to our corporate office address in Wyoming as the delivery will be refused and you will be responsible for the rerouting freight charges.

Damaged or Defective Items

Receiving large machinery sometimes means dealing with the realities of heavy freight transit.

IMPORTANT: If your item arrives via a large freight truck you must inspect the boxes before signing for the delivery. If you see any physical damage you need to write it directly on the Bill of Lading right then and there with the driver and notify us within 48 hours. If the damage is not noted on the delivery paperwork we unfortunately cannot provide a free replacement.

For smaller items delivered by standard carriers like FedEx or UPS you have 7 days after delivery to let us know about any shipping damage.

Refund Processing Time

Once your equipment makes it back to the manufacturer warehouse their engineering team will carefully inspect it to make sure it is still in new condition. We will process your refund back to your original payment method within 7 business days after the inspection is finished.

Our Error versus Customer Initiated Returns

If we make a mistake and send you the wrong item or if your equipment arrives with a manufacturing defect we take full responsibility. We will cover all the shipping costs to get the problem fixed and get the right working machine to your door. If the return is a standard change of heart the return shipping costs and restocking fees will fall on your end.

Exchanges Process

If you want to swap your equipment for a different model or size we are absolutely happy to help you set that up. For standard exchanges you will be responsible for the return shipping cost and restocking fee of the original item as well as the shipping cost for the new piece of equipment heading your way.

Final Reassurance Statement

Buying high end recovery equipment should be an exciting step toward better health and better business performance. If you are ever unsure about a product before you buy or if you need help with an order you already placed just reach out to us at sales@recoveryroomdirect.com or using this link. We are always here to make sure you get exactly what you need for your space.