Return & Exchange Policy

Your Satisfaction Is Our Priority – Here's How Returns & Exchanges Work

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At E Care Medical Supplies, customer satisfaction is our top priority. We want you to be completely happy with your purchase. If something isn't right, we're here to help — just contact us within 5 days of receiving your order and our team will guide you through the process.

Please review our return and exchange policy carefully before initiating a return. Due to health and safety regulations, certain product categories are non-returnable. When in doubt, call us first — we're always happy to help find the best solution for you.

CONTACT US ABOUT YOUR RETURN

Returns at a Glance: Contact us within 5 days of receipt. Items must be unused, in original packaging, with your receipt. A 25% restocking fee applies. Some items are non-returnable due to health regulations. Questions? Call (713) 695-4939.

How to Initiate a Return or Exchange

Before sending anything back, please follow these steps to ensure your return is processed smoothly and without delay:

Return Conditions & Requirements

To be eligible for a return or exchange, all of the following must apply:

• Returned within 5 days of the original purchase or receipt date, with original receipt
• Item is unused and in new, resellable condition — no signs of wear, damage, or use
• Original packaging intact — all tags, manuals, accessories, and packaging materials must be included
• Written return authorization obtained from our team prior to shipping — returns without authorization will not be credited
• Shipped to the correct return address as provided in your authorization — items sent to the wrong address may incur additional shipping fees

Fees & Deductions

Please be aware of the following fees that may apply to your return:

• 25% restocking fee — all approved returns are subject to a 25% restocking fee deducted from the refund amount
• Return shipping costs — the customer is responsible for all return shipping costs
• Free shipping deduction — if your order qualified for free outbound shipping, our actual outbound shipping costs will be deducted from your refund upon return
• Wrong address fee — if an item is returned to an incorrect address, additional shipping fees to redirect it to the correct location will be charged
• Online order cancellation fee — orders canceled before shipment are subject to a 10% transaction fee on the total order amount
• Post-shipment cancellations — orders canceled after the item has already shipped are subject to all standard return policies above

Non-Returnable Items

Due to health, safety, and hygiene regulations, the following items cannot be returned or exchanged under any circumstances. We appreciate your understanding — these restrictions exist to protect the health of all our customers.

• Diapers and incontinence products
• Under pads and bed pads
• Ostomy supplies
• Urological supplies
• Compression stockings and hosiery
• Bathroom safety products (commodes, shower chairs, grab bars)
• Mattresses and mattress overlays
• Walkers, canes, and crutches
• Lift chairs and power recliners
• Pillows and cushions
• Masks and respiratory supplies
• Nebulizers and respiratory equipment
• Personal care products
• Special order items

Not sure if your item is eligible? Call us before purchasing if you have any concerns about returnability — our team is happy to answer your questions.

Not sure if your item qualifies? Always contact our team before sending anything back. Returns received without prior written authorization will not be credited, and we want to make sure your return goes smoothly. Call us at (713) 695-4939 — we're here to help.

Rental Equipment Returns

Returning rented medical equipment works differently from product returns. Here's what you need to know:

• Schedule a pickup: When your rental period ends, contact us to schedule a pickup. We'll come to your location to retrieve the equipment — no need to transport it yourself.
• Return condition: Equipment must be returned clean and in the same working condition it was delivered. Damage beyond normal wear and tear may result in additional charges.
• Cancellation notice: A minimum 24-hour cancellation notice is required for all scheduled rental pickups. Late cancellations may incur a fee.
• No refunds on rental delivery fees: Delivery and pickup fees are non-refundable once the service has been performed.

VIEW RENTAL EQUIPMENT

Have a question about a return, exchange, or your order? Our team is ready to help — call us now! We'll make it as easy as possible.

Prefer to Handle Your Return In Person? Visit Our Houston Store

In-person returns and exchanges are always welcome at our Houston showroom. Bring your item, your original receipt, and our team will take care of you directly — no shipping, no waiting.

• Easiest return method – bring it in and our team handles everything on the spot
• Top Rated & Most Trusted – 4.8 stars on Google from Houston families
• Same-Day Exchanges – walk out with your replacement item the same day
• Friendly, knowledgeable staff – we'll help you find the right product if an exchange is needed

4306 Fulton St. Suite A-2, Houston, TX 77009

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Frequently Asked Questions

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Quick Links & Popular Services

Discover how E Care Medical Supplies can make your life easier. From essential medical supplies to rental equipment, we have everything ready for you in Houston.

• Buy Medical Supplies – Explore our wide selection of top-quality, reliable equipment and have it delivered to your door quickly. Perfect for home care or personal use!
• Medical Equipment Rentals – Need equipment for a short-term situation? Rent with ease and pick up or receive fast delivery—convenience without compromise.
• Same Day & After-Hours Delivery – Emergencies happen. We deliver essential medical supplies even after hours so you're never left waiting.
• Shipping & Delivery Policy – Learn about our shipping timelines, delivery options, and cancellation terms.
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