Return Policy

Return Policy — Gilgal Medical Supplies

Effective Date: August 2026  |  Last Updated: August 2026

1. Overview

By placing an order with Gilgal Medical Supplies, you acknowledge that you have read, understood, and agreed to the terms of this Return Policy. This policy applies to all purchases made through our website, by phone, or through any other sales channel.

Gilgal Medical Supplies is a distributor of medical equipment, durable medical goods, and healthcare consumables. Because of the nature of these products, some items cannot legally or safely be returned once they have left our facility. Federal and state regulations, infection-control requirements, and manufacturer restrictions may all limit or prohibit the return of certain medical products, regardless of the reason for the return request.

We are committed to working with our customers in a fair and transparent manner. We encourage you to review this policy carefully before completing a purchase and to contact us with any questions prior to placing your order.

Health & Safety Notice

Many products sold by Gilgal Medical Supplies are intended for personal use and may be regulated for reasons related to health, hygiene, infection control, or patient safety. For these reasons, certain products cannot be returned once delivered, even if unopened and unused.

Return eligibility is determined by Gilgal Medical Supplies in accordance with applicable laws, manufacturer requirements, product safety considerations, and the terms of this Return Policy. If you have a question about whether a specific product is eligible for return, please contact us before completing your purchase.

2. Return Eligibility

Gilgal Medical Supplies may accept returns that meet all of the following conditions:

• The product is unopened in its original factory-sealed packaging.
• The product is unused and in the same condition as when it was shipped.
• All original packaging, inserts, accessories, and documentation are included and undamaged.
• All labels, barcodes, lot numbers, and expiration date markings are intact and legible.
• The product is in fully resalable condition as determined by our inspection team.
• A written Return Merchandise Authorization (RMA) has been issued by Gilgal Medical Supplies prior to the return shipment.
• The return is initiated within 30 days of the original ship date, unless a different timeframe is expressly stated in writing at the time of purchase.

Meeting these conditions does not guarantee that a return will be approved. Gilgal Medical Supplies reserves the right to refuse any return that does not fully comply with this policy.

3. Change-of-Mind Returns

Gilgal Medical Supplies does not automatically accept returns for the following reasons:

• The customer ordered the wrong item, size, or quantity.
• The customer changed their mind after placing the order.
• The customer no longer needs the product.
• The customer placed a duplicate order.
• The product did not meet the customer's personal expectations when the product was accurately described.

These situations are generally not eligible for return under our standard policy.

If you believe you have extenuating circumstances, you may submit a written request to cs@gilgalmedical.com explaining your situation in detail. Return requests are reviewed individually, and all decisions are made entirely at Gilgal Medical Supplies' sole discretion.

Please be aware that the issuance of an RMA for a change-of-mind return does not guarantee refund approval. Each returned item must pass our physical inspection process before any refund determination is made. Restocking fees and return shipping costs will apply.

4. Non-Returnable Products

The following categories of products are not eligible for return under any circumstances, regardless of the reason for the return request:

Health and Safety Restrictions

• Opened products — any item whose factory seal, packaging, or shrink wrap has been broken or removed.
• Used products — any item that shows evidence of use, handling, or installation.
• Sterile products — items that are sterile by design and whose sterility cannot be verified after leaving our possession.
• Personal hygiene products — items that contact the body for hygienic care.
• Nutritional supplements and enteral nutrition products — including tube feeding formulas, oral supplements, and fortified foods.
• Food products — any consumable item regulated as food.

Clinical and Wound Care Products

• Wound care supplies — dressings, bandages, gauze, and related products.
• Ostomy supplies — pouches, wafers, barriers, accessories, and related items.
• Urology products — drainage bags, urinary supplies, and incontinence products.
• Catheters — urinary, IV, and all related catheter products.
• Feeding supplies — feeding tubes, bags, pumps, and accessories.

Equipment and Durable Medical Goods

• Commodes and bathroom safety equipment — once assembled, installed, or used.
• Shower chairs, transfer benches, and bath safety products — once assembled or used.

Order and Purchase Type Restrictions

• Special-order products — items ordered specifically for a customer that are not standard stock.
• Custom or configured products — items assembled, customized, or built to customer specifications.
• Manufacturer-direct or drop-shipped products — items shipped directly from the manufacturer that are subject to the manufacturer's own return restrictions.
• Clearance and final sale items — products sold at a reduced price and marked as clearance, closeout, or final sale at the time of purchase.

Other Non-Returnable Items

• Expired products — items past their expiration or use-by date.
• Products explicitly marked non-returnable — items identified as non-returnable on the product page, in the order confirmation, or on the product packaging.

If you are uncertain whether a product is returnable, please contact us at cs@gilgalmedical.com before placing your order.

5. Return Merchandise Authorization (RMA)

All returns require a written RMA issued by Gilgal Medical Supplies before any product may be shipped back to us. We do not accept unauthorized returns under any circumstances.

To request an RMA, contact our customer service team at cs@gilgalmedical.com. Please include your order number, the item(s) you wish to return, the reason for the return, and any supporting documentation. We will review your request and respond within 2–5 business days.

If an RMA is approved, you will receive written authorization along with return instructions. The RMA number must be clearly written on the outside of the return package. Packages received without a visible RMA number may be refused at our receiving facility.

Unauthorized Returns

Packages returned without prior written RMA approval are considered unauthorized. Unauthorized returns may be:

• Refused at the point of delivery and returned to the sender.
• Returned at the customer's expense, including all freight and handling charges.
• Discarded if abandoned — packages that are refused and not retrieved within 30 days of our attempted return may be discarded at our discretion.

Gilgal Medical Supplies will not be responsible for any products returned without authorization.

6. Return Shipping

Unless the return is the result of a verified Gilgal error, a confirmed defective product, or documented carrier-caused shipping damage, the customer is responsible for all return shipping costs.

Return shipments must use a trackable, insured shipping method. Gilgal Medical Supplies is not responsible for products lost, damaged, or delayed during return transit. We recommend using UPS or FedEx and retaining your tracking information until your return has been fully processed.

Original outbound shipping charges are generally non-refundable, except in cases where Gilgal Medical Supplies is at fault for the return — for example, if we shipped the wrong item, the item arrived defective, or the item was damaged due to our packaging.

For returns resulting from a verified Gilgal error or confirmed defect, we will provide a prepaid return shipping label or arrange pickup at no charge to the customer.

7. Inspection & Evaluation

Every returned product is subject to a full physical inspection by our receiving and quality control team upon arrival at our facility. Refunds are not automatic upon receipt of a returned item.

Our team evaluates returned products to confirm:

• The item matches the approved RMA.
• The item is in the condition described in the return request.
• The item meets all eligibility requirements outlined in this policy.
• The item has not been opened, used, damaged, relabeled, or tampered with.
• All original packaging, accessories, and documentation are present and intact.

If the returned item does not satisfy our inspection criteria, we reserve the right to deny the refund and return the item to you at your expense, or to apply a partial credit based on the assessed condition of the product. Inspection results are final and are determined by Gilgal Medical Supplies.

8. Refunds

Refunds are processed only after a returned item has been received, inspected, and approved by our team.

1. Receipt: We receive your return shipment.
2. Inspection: Our team inspects the item, typically within 3–5 business days of receipt.
3. Approval: If the item passes inspection and meets all policy requirements, your refund is approved.
4. Processing: Approved refunds are issued to the original payment method used at the time of purchase. We do not issue refunds to a different card or account.
5. Timeline: Once approved, refunds are typically processed within 5–10 business days. Depending on your bank or card issuer, it may take an additional 3–7 business days for the credit to appear on your statement.

Restocking fees, return shipping charges, and any applicable deductions are applied before the final refund amount is calculated. You will be notified of the approved refund amount before processing.

If a refund is denied based on inspection results, you will be notified in writing within 5 business days of that determination.

9. Restocking Fees

Restocking fees apply to approved returns and are assessed based on the nature of the return.

Standard Approved Returns

Returns approved through the standard RMA process are subject to a 15% restocking fee applied to the product subtotal.

Discretionary Change-of-Mind Returns

In cases where a change-of-mind return is individually reviewed and approved by Gilgal Medical Supplies, the following charges apply:

• A restocking fee of up to 30% of the product subtotal.
• All outbound shipping charges from the original order, which are non-refundable.
• Return shipping costs, which are the customer's responsibility.
• Pickup or freight charges, if applicable, for oversized or freight-shipped items.

The applicable restocking fee will be communicated to you in writing before the return is finalized. Gilgal Medical Supplies reserves the right to determine the final fee on a case-by-case basis.

10. Exchanges

Gilgal Medical Supplies may accommodate product exchanges on a case-by-case basis, subject to inventory availability and applicable eligibility requirements.

To request an exchange, contact our customer service team at cs@gilgalmedical.com with your order number, the item you received, and the item you are requesting. Exchange requests are evaluated under the same criteria as standard returns. If approved, the original item must be returned in compliance with this policy before a replacement is shipped.

Exchanges are not guaranteed and are subject to product availability at the time of approval. If the desired replacement is not available, we will work with you to identify an alternative solution.

11. Order Cancellations

You may request to cancel an order only before the order has been shipped. Once an order has been picked, packed, or tendered to a carrier, it can no longer be cancelled and must be processed as a return in accordance with this policy.

To request a cancellation, contact us immediately at cs@gilgalmedical.com with your order number. We process orders promptly and cannot guarantee that a cancellation request will be received in time to stop shipment.

Special and Custom Orders

Special-order, custom-configured, and manufacturer-direct orders generally cannot be cancelled once the order has been confirmed and placed with our supplier or manufacturer. These orders may be subject to manufacturer cancellation fees, which will be passed along to the customer. We will notify you of any applicable charges before confirming your order.

12. Defective Products & Manufacturer Warranties

Gilgal Medical Supplies distributes products manufactured by third-party companies. Most products sold through our platform are covered by the original manufacturer's warranty, the terms of which vary by brand and product category.

If you receive a product that you believe is defective, contact us at cs@gilgalmedical.com within 5 business days of receipt. Please include your order number, a description of the defect, and supporting photographs where applicable. Depending on the manufacturer's warranty terms, resolution may include:

• Manufacturer warranty repair — the product is repaired at no charge under the manufacturer's warranty.
• Replacement — a confirmed defective item is replaced with the same product when inventory is available.
• Return and refund — if a confirmed defect renders the product unusable and no replacement is available.
• Manufacturer direct service — for certain products, warranty claims may be handled directly between the customer and the manufacturer. We will provide manufacturer contact information where applicable.

In the event of a product recall issued by a manufacturer or regulatory authority, Gilgal Medical Supplies will cooperate fully with recall procedures and notify affected customers in accordance with applicable requirements.

Gilgal Medical Supplies is not the manufacturer of the products we sell and does not independently warrant products beyond what the original manufacturer provides.

13. Insurance-Covered Orders

Orders billed to insurance programs are subject to additional restrictions that may limit or prohibit returns entirely. The following payer types may impose their own return and billing requirements:

• Medicare: Federal regulations governing Medicare reimbursement may restrict the return of products that have been dispensed, delivered, or billed to a beneficiary. Gilgal Medical Supplies is required to comply with all applicable CMS regulations.
• Medicaid: State Medicaid programs may impose additional restrictions on dispensed or delivered items. Requirements vary by state. Gilgal Medical Supplies complies with applicable state Medicaid rules.
• Medicare Advantage: Medicare Advantage plans administered by private insurers may have return and billing policies that differ from traditional Medicare. Contact your plan administrator for guidance specific to your coverage.
• Commercial Insurance: Group health plans and commercial insurance carriers may impose their own return and billing restrictions. Returns of insurance-billed items may require prior coordination with your insurer.
• Managed Care Organizations (MCOs): Managed care plans and capitated programs may have additional requirements governing product returns and eligibility for reimbursement adjustments.

Once products have been dispensed or delivered under an insurance claim, return eligibility may also be limited by applicable payer requirements, independent of this Return Policy.

If your order was billed to any insurance program, contact us at cs@gilgalmedical.com before initiating a return. We will review the applicable requirements and advise you on the available options. We cannot process returns that would result in regulatory non-compliance. Nothing in this section constitutes legal or billing advice — please consult your insurer or a qualified billing professional for guidance specific to your coverage.

14. Refused Deliveries

Refusing delivery of a shipment does not automatically cancel your order or entitle you to a refund. A refused delivery is treated as a customer-initiated return and is subject to all applicable terms of this policy.

Customers who refuse delivery without prior written authorization from Gilgal Medical Supplies may be responsible for all of the following charges:

• Original outbound shipping charges.
• Return freight charges assessed by the carrier.
• Applicable restocking fees.
• Carrier-imposed refusal or handling fees.

These charges will be deducted from any refund issued after inspection. If the total charges exceed the order value, no refund will be issued and the customer may be invoiced for the difference.

If you need to prevent delivery of an in-transit shipment, contact us immediately at cs@gilgalmedical.com so we can attempt to intercept the package through the carrier.

15. Shipping Damage

If your order arrives visibly damaged, please follow these steps promptly:

1. Note the damage at delivery. If a carrier delivers a visibly damaged package, note the damage with the driver and request a damage notation on the delivery record.
2. Photograph the damage immediately. Take clear photos of the outer packaging, inner packaging, and the damaged product before discarding any materials. Retain all packaging.
3. Contact us within 3 business days of delivery at cs@gilgalmedical.com. Include your order number, a description of the damage, and your photographs. Delays in reporting may affect our ability to file a successful carrier claim.
4. Retain all packaging materials until the claim is resolved. The carrier may require inspection of the packaging as part of their claims process.

Gilgal Medical Supplies will work with the shipping carrier to file a damage claim on your behalf. Resolution timelines depend on the carrier's investigation process. We will keep you informed of the claim status and work toward a prompt resolution, which may include replacement or refund depending on the outcome of the investigation.

16. Payment Disputes & Chargebacks

We understand that billing questions and concerns sometimes arise. Our customer service team is available to help resolve any issue with your order. We ask that you contact us before initiating a payment dispute with your bank or card issuer.

To reach our team, email cs@gilgalmedical.com. We are committed to responding promptly and working toward a fair resolution in accordance with this policy.

If a Chargeback Is Filed

In the event a payment dispute or chargeback is submitted to your bank or card network, Gilgal Medical Supplies may respond to the dispute by submitting documentation to the financial institution. This documentation may include, but is not limited to:

• Order confirmation and checkout acceptance of policies.
• Itemized invoice.
• Payment authorization records.
• Shipment records and carrier documentation.
• UPS or FedEx tracking information and delivery confirmation.
• GPS delivery confirmation data, when available.
• Delivery photographs, when available.
• Signature confirmation of delivery, when applicable.
• Customer communications related to the order and any return request.
• Return authorization history.
• Product inspection records.

The submission of a chargeback does not alter your eligibility for a return under this policy. Return eligibility is determined by the terms outlined in this document, not by the outcome of a payment dispute proceeding.

Gilgal Medical Supplies reserves the right to decline future orders from customers who initiate payment disputes in bad faith or without first making a good-faith effort to resolve the matter through our customer service team.

Nothing in this policy limits any rights a customer may have under applicable law.

17. Fraud Prevention

Gilgal Medical Supplies is committed to maintaining a secure purchasing environment. To protect against fraudulent transactions, we may take steps to verify orders before they are processed or shipped. These steps may include:

• Verification of the customer's identity.
• Confirmation of the billing address associated with the payment method.
• Verification of the shipping address.
• Contact by phone or email to confirm order details.
• Review of order patterns or purchasing history.

Orders that cannot be verified to our satisfaction may be held for additional review, cancelled, or refunded. We will notify you if additional verification is required. These measures are taken solely to protect our customers and ensure the integrity of our ordering process.

18. Limitation of Liability

To the fullest extent permitted by applicable law, Gilgal Medical Supplies' total liability to any customer in connection with any order, product, or return claim shall not exceed the original purchase price paid by the customer for the specific product giving rise to the claim.

Gilgal Medical Supplies shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising out of or related to the purchase, use, or inability to use any product — including but not limited to loss of income, loss of data, or personal injury — except where such liability cannot be excluded by law.

Gilgal Medical Supplies distributes products manufactured by third parties and makes no independent warranties regarding fitness for a particular medical purpose, clinical outcomes, or therapeutic efficacy. Customers are responsible for consulting with a qualified healthcare professional before using any medical product.

19. Policy Enforcement

Gilgal Medical Supplies reserves the right to decline any return request that does not comply with the terms of this policy, regardless of the circumstances presented. This policy is applied consistently and fairly to all customers.

Exceptions granted in individual cases do not constitute a waiver of this policy and do not establish precedent for future transactions. An exception made for one customer or one order does not obligate Gilgal Medical Supplies to grant similar exceptions in any future situation.

We reserve the right to update or modify this Return Policy at any time. Changes will be posted to this page and will apply to purchases made after the effective date of the updated policy. We encourage you to review this policy periodically.

20. Contact Us

For questions regarding this Return Policy or to request an RMA, please contact:

Gilgal Medical Supplies — Customer Service
Email: cs@gilgalmedical.com

To help us process your request as efficiently as possible, please include the following in your message:

• Invoice Number
• Order Number (if available)
• Product name and description
• Brief description of your request or concern

We strive to respond to all inquiries within 1–2 business days. Thank you for choosing Gilgal Medical Supplies.