Shipping Policy
Products will typically be delivered within 3 days if no items are on backorder. Gerould's Healthcare Center will not ship partial orders. If one product on your order is on backorder for an extended period of time, we will release the rest of the shipment and split your order. We are not responsible for return shipping costs unless a shipping error is found to be our error.
For more information or for any questions, please contact us at 607-734-7220.
Return Policy
If you need to return a product, please call us at 607-734-7220 to arrange a return for the product. The Gerould's Healthcare Center will accept returns from customers of substandard (less than full quality for the item) or unsuitable items (inappropriate for the customer at the time it was fitted and rented/purchased).
The Gerould's Healthcare Center will approve return of unused, purchased items delivered out of current stock, for credit, within seven (7) business days. All returns must be accompanied by the receipt (e.g., signed delivery ticket).
If incorrect product was delivered/shipped, or the product was damaged in shipping, every effort will be done to provide the customer with the correct product, up to and including replacement of the damaged product. If the customer returns the product within seven (7) business days or contacts the Company within seven (7) business days and returns the product within 14 business days, no restocking fee is charged for the return of unused purchased items that may be accepted.
A 25% restocking fee may be charged for unused purchased items returned beyond seven (7) business days of purchase. With management approval, consideration may be given to accepting returns beyond the timeframes identified above for unusual circumstances (i.e., customer hospitalized). These cases, the 25% restocking charge may not apply. Used products are not returnable, unless required by law.
Disposable supplies, oxygen contents, enteral nutrition products, specially ordered and custom-made or modified items, bathroom products, orthopedic products, ostomy supplies, undergarments and cushions, as applicable, are not returnable. In the event rental equipment is determined to be defective or does not meet the needs of the customer, every attempt will be made to replace the equipment with functioning equipment and/or to communicate with the prescriber to discuss alternative equipment to meet the customer’s needs.
If a product is returned/company contacted within seven (7) business days, and the product is in its original condition and unopened packaging, the purchase/rental price will be refunded to the customer or third-party payor, as applicable.
If the product is under $1,000.00, and was charged to a credit card, the credit card will be credited in full. If payment was over $1,000.00, a refund check for the full amount will be issued. Non-stock or special-order items may require a deposit of 50% to 100%, as appropriate
Please contact Customer Service at 607-734-7220 for details on returning an item. Please have the following information ready: your order confirmation number, date of purchase, item(s) that need to be returned, and your credit card that was used on the purchase. Note that we cannot issue a credit for any freight that was billed to you on the initial order.
How to Return an Item
Step 1:
First, give us a call at 607-734-7220 to obtain a Return Goods Authorization number (RGA). When you call this number, please have the following information ready: your order confirmation number, date of purchase, item(s) that need to be returned, and your credit card that was used on the purchase.
Step 2:
If you paid with a credit card, the credit card will be issued a refund for the amount of the purchase. We cannot issue a credit for the freight that was billed to you on the initial order.
Step 3:
Once you have the RGA number, you are responsible for all shipping costs to return the product back to Gerould's Healthcare Center. You may use UPS, FedEx, or any other carrier of your choice. One of our Customer Service representatives will provide you with the address to ship the product to.
Warranty
Our customers, upon receipt of any product, are provided with an owner’s manual (if applicable) and manufacturers’ warranties for equipment and other items, as appropriate. We comply with warranties implied under State law.
Most equipment sold or rented by the Company typically carries a minimum of a one (1) year manufacturer’s warranty. The Gerould's Healthcare Center honors warranty for disposable/nondisposable supplies and/or accessories.
The Gerould's Healthcare Center will further warrant the product as may be required by individual payor contract or terms after the equipment converts to sale or is purchased.
The Gerould's Healthcare Center is responsible for routine repairs and maintenance during the rental period. If the payor’s guidelines require that the product rents-to-purchase, and ownership of the equipment transfers to the customer, all repairs and maintenance are the responsibility of the customer after ownership transfer.
Medicare customers renting equipment that falls in the capped rental category will be informed during initial instructions that their equipment rents to a capped amount in thirteen (13) months, and warranty information would be provided at the time of initial instructions.
Customers will be notified of any warranty coverage or noncoverage prior to completion of repairs of customer-owned equipment. All warranties will be exhausted prior to billing the customer or insurance carrier. If a certain product does not carry a one (1) year warranty, Gerould’s policy is to carry a 30-day return policy, only if the item is defective.