At Hieline Medical, we want every order to feel simple, safe, and supported. Our goal is to make returns and exchanges as smooth as possible while protecting the health, safety, and quality standards our customers rely on.

This page covers the return window, item condition requirements, possible fees, and the products that may not be eligible for return.

Return & Exchange Window

30 days from the date you receive your order

Most eligible items may be returned or exchanged within 30 days of receipt. Some exclusions apply. See the items not eligible for return below.

Return & Exchange Requirements

To qualify for a return or exchange, items must be:

• In new, unused condition
• Free from wear, dirt, damage, odor, or signs of use
• Returned with the original packaging
• Returned with all manuals, accessories, parts, and included materials
• Approved with a Return Authorization (RA) number before being shipped back

Restocking Fees & Return Shipping

Restocking fees

Some returned items may be subject to a 10% to 30% restocking fee. When applicable, the specific fee will be listed on the product page or shared during the Return Authorization process.

Return shipping

Customers are responsible for the cost of return shipping to Hieline Medical, unless the item arrived damaged, defective, or incorrect.

We recommend using a trackable shipping service with insurance to protect your return shipment. Without tracking, we cannot help recover a package that goes missing in transit.

Items Not Eligible for Return or Exchange

For safety, hygiene, customization, or manufacturer restrictions, the following items cannot be returned or exchanged:

Custom-made items

Products built or modified for your specific needs, such as custom wheelchairs, lift chairs with upgraded features, scooters with custom add-ons, and similar special-order equipment.

Hygienic products

For health and safety reasons, items including bathroom safety equipment, slings, incontinence products, mattresses, and similar personal-care items. Select rehab shower commode chairs may be eligible depending on condition and approval.

Open-box items

Open-box specials are discounted items that may have minor cosmetic imperfections. These products are sold as-is and are not eligible for return or exchange.

Replacement parts

Replacement parts are not eligible for return.

How to Start a Return or Exchange

1. Contact Hieline Medical. Call 1-855-HIE-LINE (1-855-443-5463) or email care@hieline.com to request a Return Authorization (RA) number. Please have your order number and item number ready.
2. Pack the item carefully. Place the item in its original packaging with all manuals, accessories, and included materials.
3. Ship the item back. Send the item to the return address provided with your RA number. The item must be shipped within 14 days of receiving your RA number.

Returns sent without authorization may be delayed or refused. Always request your RA number before shipping anything back to us.

After we receive your return

Once your return arrives, our team will inspect the item to confirm that it meets the return requirements.

• Approved returns: Your refund will be processed to the original payment method within 4 weeks, minus any applicable restocking fees.
• Returns not approved: We will contact you to review your options. You may choose to have the item shipped back to you at your expense.

If Something Arrives Wrong

Contact us within 48 hours of delivery. If your item arrives damaged, defective, or incorrect, reach out right away so we can make it right.

Damaged or Defective Items
Call 1-855-HIE-LINE (1-855-443-5463)
Email return@hieline.com

We will help arrange a replacement, repair, or other appropriate solution at no additional cost to you.

Additional Information

This policy applies to eligible online and in-store purchases from Hieline Medical.

In some cases, manufacturer warranties or manufacturer return rules may apply instead of this policy. Product-specific warranty details may vary.

This policy may be updated without notice.