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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. This policy covers purchases. Rentals are covered by your signed rental agreement (see Rental Equipment Returns below).
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:
Call us at (713) 695-4939 or visit our contact page. Do not send items back without speaking to our team first — returns received without written authorization will not be credited.
Our team will review your request and issue a written return authorization if your item is eligible. This step is required — no exceptions.
Repack the item in its original packaging, unused and in resellable condition. Ship to the address provided in your return authorization. Return shipping costs are the customer's responsibility.
All returns are inspected upon receipt. Once approved, a refund or exchange credit will be issued minus any applicable restocking fees and outbound shipping costs.
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 (purchases only) — purchase orders canceled before shipment are subject to a 10% transaction fee on the total order amount. Rental cancellations are covered by your rental agreement.
- 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, and is covered by your signed rental agreement. If anything here differs from your signed rental agreement, the signed rental agreement applies. Here's what you need to know:
- Schedule a pickup by phone: Call the store at (713) 695-4939 during regular business hours, Monday through Friday, at least 72 hours before your due date. Same-day pickups are not available, and texts, emails, and after-hours calls do not schedule a pickup. We'll come to your location to retrieve delivered equipment — no need to transport it yourself.
- Store pickups: Equipment picked up at our store must be returned to the store during business hours.
- Return condition: Equipment must be returned complete, clean, and in the same working condition it was delivered. Normal wear and tear is fine; damage, missing parts (charged at replacement value), or loss may result in additional charges.
- Cleaning fee: A $250.00 decontamination fee applies if equipment is returned stained, covered in pet hair, excessively dirty, with an unpleasant odor (including smoke odor), or with body fluids on it. We photograph the equipment at return and share the photos with you before charging.
- Changing a scheduled pickup: Please call us during business hours as early as possible. A trip charge may apply for a missed pickup.
- No refunds on rentals: Rental fees are not prorated and are not refunded, including for early returns. Delivery and setup are non-refundable once the equipment is delivered. Any refund we agree to issue on a rental, other than the return of a deposit, is issued only as store credit, valid for 365 days, unless the law requires otherwise.
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.
CALL NOW TO START YOUR RETURN 📞 (713) 695-4939About Translations
For your convenience, this page is also available in Spanish, Portuguese, French, Italian, German, Dutch, Vietnamese and Chinese. Translations are provided to help you understand our policies; they may not be perfectly exact, and some details, such as product names, descriptions, reviews and frequently asked questions, may appear in English only.
The English version of this policy is the official version. If there is any difference or conflict between a translated version and the English version, the English version applies. If anything is unclear, please call us at (713) 695-4939 before you rent or buy; we are happy to help.
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
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 – For new purchases and new rentals, we offer same-day delivery and, when available, after-hours delivery.
- Shipping & Delivery Policy – Learn about our shipping timelines, delivery options, and cancellation terms.
- ¡Hablamos Español! – Atención personalizada y amable para nuestros clientes de habla hispana. Su comodidad y comprensión son nuestra prioridad.
