Refund policy

Purchase Terms & Conditions Policies

Return, Lead Time, Restocking, Pricing & Prescription Policy:

The standard return window is 30 days unless otherwise published, and the standard restocking fee is 10% unless otherwise published. However, there are many return and restocking exceptions listed below. Additionally, all Policies, including the Pricing Error Policy, Order Cancellation Policy, Damaged Merchandise Policy, and other General Policies, are listed here, section by section, on our official policy notifications page.

I agree that upon placing my order and checking this confirmation box, I am accepting the terms & conditions of the Return Policy, Shipping Policy, Order Cancellation Policy,

Product Restocking Fees Policy. I understand that there is a restocking fee for many items, and that cross-contamination laws prevent the return of all bodily worn items.

Some medical devices are non-returnable and are clearly marked as so on the product end page.

I understand that I am responsible for emailing the Returns Team purch@rcai.com to obtain a Return Authorization Number (RA#) and return shipping instructions. If there is no response from returns team after 2 business days, there is a chance that your email was trapped in a SPAM filter, so please make sure to call at

727-573-1595 to verify receipt of your Return Authorization email request. Furthermore, I understand that the cost of shipping an item back to the distribution warehouse is my responsibility and that all returned items must be received in new, resalable condition.

 

Order Cancellation Policy:

All orders, which are canceled by the customer, will incur warehouse and vendor re-stocking fees. When the customer places an order, often it ships same day from the warehouse and within hours of the order being placed. If the customer calls to cancel an order, but your goods are already in transit with the shipping provider, then a re-stocking fee will apply. This is necessary because the item has already been, picked, packed, shipped and has left the warehouse on a shipping vehicle.

 

Damaged Merchandise Return Policy:

When you receive merchandise from the shipping company, please examine it carefully. If you receive a damaged box, examine the contents immediately and refuse delivery if the merchandise is damaged. If, after accepting/signing for a product, you discover damaged merchandise, please call 1-727-573-1595 within 48 hours to report the damage and initiate the return authorization request. Failure to report shipping damages within 48 hours of product delivery will result in not being able to replace, return, or refund your damaged goods. The freight company normally requires the customer to sign a document which verifies goods were delivered in acceptable, undamaged condition. Please take photos and document your products' shipping damage thoroughly, as this will allow, the manufacturer or distributor to file an insurance claim with the freight/logistics shipping provider to initiate reimbursement for your freight-damaged item. If the insurance claim is denied because the customer signs the proof of delivery, as being clean, with no exceptions and without notating any damage, please be aware that the freight company will typically deny such claims. If the insurance claim is denied by the freight carrier, then the customer shall be responsible for the full purchase price of the damaged product and the replacement product. Again, we want to reiterate that you should never sign a proof of delivery form, without first documenting any damage that is present both to the exterior product packaging and/or to the product itself. The product replacement process begins with obtaining, then issuing you (the Customer), a Return Authorization Tracking Number and a specific return shipping address. Most manufacturers issue return-call-tags, but some may not. Please wait for return instructions which we will send out via email. If you are issued a damaged-goods call tag, and the warehouse subsequently discovers that item is not damaged or defective, you will be charged for the call tag plus any applicable restocking fees. Occasionally, a manufacturer will make minor changes to a product shown online RCAI is not responsible for minor manufacturing / manufacturer design changes that may occur with a product. RCAI is not responsible for variations in color that may exist in certain products as each web-browser is unique and will display colors on the spectrum with a slight degree of uniqueness.

 

Non-Damaged Merchandise Return Policy:

Products cannot be returned if they have been used, soiled, or if the packaging is destroyed. The product must be in new, resalable condition.

Please check merchandise when received and report any missing merchandise within 48 business hours. Failure to report shipping/packaging errors within 48 hours of product delivery will result in not being able to replace your missing goods. All returned products require a Return Authorization Number (RA#). Please confirm that your RA# is clearly marked on the outside of the box. Returned product boxes, absent an RA#, will be refused by the warehouse and returned to the sender.

Non-Refundable Outbound Shipping Charges

Outbound shipping and freight charges are non-refundable. This includes the $15 flat rate shipping fee and any additional freight charges which may apply to your order.

 Return Instructions

If you decide you need to return an item that meets the criteria for return, we are happy to assist you through the return authorization process. You are responsible for all return shipping costs except for when goods arrive damaged, in which case RCAI will file an insurance claim with the shipping provider (ex: FedEx). You will need to obtain a Return Authorization number from us. You will then need to ship your products back to a warehouse address that we have provided. It's really a simple process. Please use the following steps to help us take care of you!

To receive your Return Authorization number, please send an e-mail to returns@rcai.com or give us a call at 727-573-1595. Be prepared to tell us: A. Your Order Number (found in the email invoice confirmation) B. Name of the Product and Quantity you would like to return. We will honor your return so long as the date of your e-mail or call is within 10 days of the date of your purchase. Unless we sent you the wrong merchandise, you will be responsible for return shipping charges. There are a few items which are non-returnable secondary to federal law and vendor restrictions. See the specific non-returnable item list below.

Upon receipt of your e-mail or speaking with you, we'll promptly issue a Return Authorization number and the shipping address of the vendor or manufacturer warehouse. The return shipping address does vary with each product, so be sure to follow our email instructions which will provide the exact warehouse address. If customer incorrectly returns merchandise to an incorrect warehouse address (because return address delivery instructions were ignored), then the customer will be responsible for charges associated with rerouting the package to its assigned inventory warehouse location. Remember to email us consumer@rcai.com We cannot accept any package without a Return Authorization number on the outside label of the package!

For your protection, return the merchandise via a traceable form of shipping (FedEx with Delivery Confirmation, etc.) in new,resalable condition; containing all of the manufacturers' original packaging, accessories, warranties, instruction manuals, etc. Items returned used, damaged, or in non-resalable condition will not be refunded or replaced.

Once the product has been received by the warehouse, we will credit your bankcard/credit card, minus any applicable re-stocking fees. Please allow approximately 2 weeks for the credit to appear on your credit card statement. There are return policy exceptions which apply to the sale of the items listed below. Please see the section listed below to read about return policy exceptions. Other exceptions are listed beside individual product descriptions on the product's respective product end web page.

Exchange Policy:

Products ordered and then refused by a customer at their address or returned without contacting RCAI for a Return Authorization Number will incur an automatic 50% re-stocking fee; unless you have been authorized by customer service to refuse delivery of the product.

Unauthorized Product Returns

Unauthorized Returns are essentially products which are returned to a Distribution Facility/Partner without a Return Authorization (RA) number. Unauthorized Product Returns are very costly because the product may not be returnable or acceptable by the distribution partner, the product may have been sent to an incorrect distribution center location, or the referenced product may be outside of its allowable return time-frame window. In light of these factors, it is our policy to not issue a refund for unauthorized product returns. Again, unauthorized product returns are non-refundable. Please contact RCAI to obtain a Return Authorization (RA) number, prior to mailing a product back to a service center location. RCAI reserves the right to refuse delivery of product(s) which do not have a Return Authorization (RA) number clearly listed on the outside of the package.

Disclaimer Regarding Website Errors & SKU Pricing Errors

We make every effort to ensure that descriptions, dimensions, pictures and prices are accurately presented within our database. Should a pricing error arise we will make every attempt to promptly inform the customer. When applicable, RCAI will promptly refund your transaction if a pricing error has occurred. However, RCAI reserves the right to supply or not to supply a product. If a quote is sent out with a substantial database pricing error, RCAI reserves the right to modify the quote and/or refuse to honor the quote in these rare circumstances. Products may vary slightly in design and/or color from the illustrations due to upgrades, modifications, and new version releases that are common with medical devices. Bottom line: unless product functionality is directly impacted, a refund will not be given. Prices on the RCAI site are subject to change without notice.