Return Policy
Returns or Damage
If you need to request a return authorization for an item you purchased from us, contact us to start a return via WhatsApp at +86 139 1670 7558 or email us at sales@doctor-talk.com.
*Return requests must be made within 7 days of receiving your order. Any return requested after 7 days will be denied.
**Return requests for lift chairs must be made within 3 days of delivery. Any return requested for a lift chair after 3 days will be denied.
***Golden Technologies lift chairs are not returnable once delivered, per manufacturer policy. Bestcare items are not returnable per manufacturer policy.
You must have all original packaging and all materials the item was shipped in and with to be authorized for return.
Refunds on authorized returned items may take up to 30 days from the date the item is received back by the manufacturer, to allow for inspection and issuance of credit memos.
Refunds will be issued minus any fees we incurred in fulfilling your order, including the following:
Original shipping costs: In most cases, shipping to you is free on any order valued greater than $50. This shipping cost will be deducted from your refund if you decide to return the product.
Return shipping cost is your responsibility and must be arranged by you. You may choose the return shipper of your preference, but tracking numbers must be provided to us at the time the item is shipped back so we can track and verify the return of the item to the manufacturer.
In some cases, we can arrange return shipping for you, but that cost will be deducted from your final refund. We will do our best to accommodate these requests but are not able to assist in all return shipments.
****Restock fees will be deducted in amounts ranging from 15% to 30% of the value of the item being returned. The minimum restock fee on lower-value orders will be $15 (see exceptions below).
Orders paid through KATAPULT have a flat 20% restocking charge, applicable shipping charges, and any non-refundable charges such as Premier In-Home Delivery.
Some fees for services rendered or partially rendered will not be refunded.
An example of this would be in-home delivery and setup services.
For additional questions, please contact us via WhatsApp at +86 139 1670 7558 or email us at sales@doctor-talk.com. All items must be returned in new, unused condition, in original packaging, with all documents and accessories intact. Items returned will be inspected upon receipt, and the cost of replacement for any missing or damaged items will be deducted from your refund. If you return an item with obvious signs of use or damage, we reserve the right to reject your return, and you will be responsible for the cost to ship the item back to you. Any rejected order returned to us that does not have return shipping back to you paid within 3 days will be disposed of.
For certain items, we have more specific details below. No return will be accepted if the item has been used, is without the original packaging, or is past the 7-day window for submitting a return request. All items returned must be received by the appropriate manufacturer within 30 days, after which the return authorization expires and the return will be rejected.
Orders already in fulfillment status are subject to a cancellation fee of up to 10% if the request to cancel is not made within 3 days of the order.
Any custom-built item made to non-standard specifications is ineligible for return and may incur a 10% cancellation fee if cancellation is possible at the time it is requested.**
Any installed item is also ineligible for return.
For hygiene reasons, all bedding, slings, and wearable products are ineligible for return.
In cases where free slings or free sheets are provided with qualifying purchased items, the free gift items are not returnable, and their cost will be deducted from your refund.
There is a minimum restock fee of $15 for any return. Manufacturers set restock fees for medical equipment based on their individual policies.
Items Under $25 Are Non-Returnable:
Doctor-talk Online does not accept returns on items that cost less than $25. For example, a 27" reacher costs $16.95 on the website. This item falls below the $25 online price threshold, so the reacher is non-returnable. We have implemented this no-return policy on low-price items because it simply costs the customer, the manufacturing distributor, and the company too much to accept returns on items under $25.
Some manufacturers have policies that do not allow order cancellation, and these policies vary by provider. We can request cancellation but cannot guarantee your order will be canceled. If the order cannot be canceled, the item will be shipped to the address you provided at the time the order was placed. Once the item ships, it is considered a return, and all applicable return fees will apply as dictated by the manufacturer of your product(s). Return eligibility is determined by the type of product and manufacturer policies. We cannot guarantee your order will be eligible for return. Please see our full return policy for further details or call to speak with one of our advisors.
***Unauthorized Product Returns:
Unauthorized returns are products sent back to a Doctor-talk Online supplier without a Return Authorization (RA) number. Unauthorized product returns are very costly because the product may not be returnable or acceptable to the distribution partner, the product may have been sent to an incorrect distribution center, or the product may be outside its allowable return time frame. In light of these factors, it is Doctor-talk Online's policy not to issue a refund for unauthorized product returns. Unauthorized product returns are non-refundable. Please contact Doctor-talk Online to obtain a Return Authorization (RA) number before mailing a product back to a supplier. Doctor-talk Online reserves the right to refuse delivery of product(s) that do not have a Return Authorization (RA) number clearly listed on the outside of the package.
****Higher Restocking Fees are in place for these specific Manufacturers/Vendors:
Graham-Field (GF) – Restocking fee is 35%
Medline (ML) – Restocking fee is 50% for all Medline products
(PLEASE BE AWARE THAT MANUFACTURERS' WARRANTIES ON PRODUCTS ARE FOR PRODUCT REPLACEMENT OR PART REPLACEMENT AT THEIR DISCRETION, AND LABOR IS NOT INCLUDED IN ANY MANUFACTURER'S WARRANTY.)
For some products, we offer a modified version of our return policy. If you are ordering one of these items, please scroll down the page to learn more about its return policy:
Beds
Parts
Vehicle Lifts
Pool Lifts
Lift Chairs
Modular Ramps
Open Box Items
Katapult
For hygienic reasons, the following products are non-returnable:
Incontinence Supplies
Cushions
Slings
Mattresses
Respiratory/Oxygen
Bath Safety
Compression Hosiery
Any item that has direct skin contact
If your item arrived damaged or defective, we are happy to arrange a prompt replacement.
Return Eligibility
Items must be in new condition and in the original packaging to qualify for a refund (please do not assemble or modify the product in any way). The few exceptions that cannot be returned include:
Clearance/Open-Box Items – sold “as is”
Gift Certificates
Personalized Items
Items Marked “Non-Returnable” (clearly indicated on the sale page before placing your order)
Custom-built or made-to-order items will incur a 10% cancellation fee if cancellation is available at the time it is requested. Items that have progressed into their build phase are usually unable to be canceled. We will make the request but cannot guarantee an item can be canceled.
Custom-built items are never eligible for return.
Custom-built manufacturing includes, but is not limited to, non-standard fabric options for lift chairs, non-standard sized items that are built to order, or items with optional build features that make them non-standard, i.e., an additional 5-inch footrest extension for lift chairs.
In general, any item built per order to customer specifications is considered custom-built and ineligible for return.
How to Make a Return
1. Contact us to start a return: add our WhatsApp at +8613916707558 or email sales@doctor-talk.com.
2. Get a Return Authorization. Follow the steps to set up the return. Select the items you would like to return, the reason, and any photos.
3. Ship the Item.
It is very important that you package the item back to safe or original shipping condition. You may request that we arrange shipping for you and deduct that cost from your refund. For returns with shipping facilitated by us, you will receive a FedEx shipping label along with your return authorization number. Remove or mark out the original labels, then securely tape one completed ARS label to each package. If your item was shipped freight LTL, you will need to place the item securely back on a pallet; we will send you a BOL for LTL pickup. You will also need to provide a date and time window for pickup.
What if My Order Arrives Damaged?
We package all of our products carefully so they arrive on your doorstep snug, safe, and secure. We double-box many items, and we refuse to sell products that are easily damaged during shipping. If an item arrives damaged or with parts missing, please notify us within 3 days. We will send you replacement parts as soon as possible.
For instructions on how to order replacement parts, please see “Ordering Replacement Parts.” If your order is delivered by Truck Freight or White Glove In-Home Delivery and Setup, please follow the instructions below.
Our Truck Freight and White Glove return policy
When you sign for the delivery, even if the package appears only slightly damaged, please write “Package Damaged.” If the package looks significantly damaged, you may refuse delivery. In this case, please notify us so that we can expect the return shipment. Once the package returns to us, we will send you a new one right away.
If you have already accepted the package and notice missing or damaged parts, please contact us right away and we will ship you replacement parts free of charge. We usually have only a 48-hour window to file freight claims. If we cannot replace the parts, our carrier will pick up the original package and we will send you a full replacement.
If you decide you do not want parts or a replacement unit, you can return the item under our standard return policy.
If you received a damaged product or the wrong product and we cannot solve the issue with either a full replacement or replacement parts, we will pay to return the item to us, in addition to issuing a refund.
If your product has a manufacturer’s defect, we can either replace the defective part or, if necessary, the entire unit.
We select only the most reliable, highest-quality products and work with the most reputable manufacturers.
Retail Store Sales
Any items purchased from one of our retail stores should be returned to that store. If the item was purchased online, the return should be initiated and approved through the website. Our retail stores do not accept any online returns without an approved return authorization stating the item can be returned to a Doctor-talk store. If you purchased in store, check with the store on their return policy. Please contact the store where you made the purchase. The store’s phone number is located on your receipt or on our store locator.
Color Disclaimer
Due to the many variations in monitors and browsers, color samples may appear different on different monitors. Computer monitors are not all calibrated equally, and color reproduction on the Internet is not precise. Since it is not possible to guarantee our online colors will look the same on all computers, we do not guarantee that what you see accurately portrays the color of the actual product you will receive. We do our very best to make sure our samples are as close to the exact product as possible, but cannot guarantee that what you see is an exact sample. If it is important that the sample be exact, we highly recommend that you order a fabric sample first, where available, before placing your order. After you receive your samples, keep in mind that even the actual sample can have minimal color variations from the finished product, as stated by our manufacturers.
Promotional Gifts
For most items, you are not required to return the free merchandise or gift card with the qualifying purchased item. However, the amount of the refund will be reduced by the prorated value of the free merchandise or the amount charged for the promotional gift card. The free merchandise can be returned alone, but you will receive only the prorated value of the free gift. Your receipt shows the return values of each item if returned individually and states, “All items must be returned for full refund.” In cases of free slings or free sheets with a qualifying purchased item, the free gift items are not returnable and their cost will be deducted from your refund.
Beds
All beds are exempt from return upon delivery due to hygienic reasons. Mattresses and foundations that have shipping damage upon receiving are 100% eligible for repair or replacement, and we ask that you contact us by phone or email at sales@ doctor-talk.com immediately for an expeditious remedy. Defects after 72 hours of delivery will be covered by the manufacturer’s warranty.
Parts
Under no circumstances do we accept returns of new items that have been installed or used. Check your item for compatibility prior to installation and use. Returns that include items showing evidence that they have been installed or used in any manner will be rejected and no credit will be issued. It will be the customer’s responsibility to pay for return shipping of the used item back to the customer. Authorized returned electrical items, such as mobility scooter joystick controllers and control modules, may be tested for functionality before credits are issued.
Batteries are considered non-returnable parts and cannot be returned for any reason.
If your item arrives damaged or there is a manufacturer defect, your battery will be replaced with the same size as ordered.
As with all parts, please call one of our helpful advisers for assistance with parts compatibility prior to ordering. Have the serial number of your unit handy and include it with your order for verification of compatibility. We can only assist with parts ordering for units originally purchased from our company. We cannot assist with repairs or parts for items ordered from other companies or bought second-hand.
Vehicle Lifts
Under no circumstances do we accept returns of new items that have been installed or used. Check your item for compatibility prior to installation and use. Returns that include items showing evidence of installation or any use will be rejected and no credit will be issued. The customer is responsible for paying return shipping of the used item back to the customer. Return shipping must be paid within 3 days for the item to be sent back to you, as manufacturers will not store ineligible return items.
Pool Lifts
Under no circumstances do we accept returns of new items that have been installed or used. Check your item for compatibility prior to installation and use. Returns that include items showing evidence of installation or any use will be rejected and no credit will be issued. The customer is responsible for paying return shipping of the used item back to the customer. If the lift is canceled and/or returned before installation, a 25% restocking fee will be charged and the customer is responsible for shipping the item back.
Lift Chairs
Upon receipt of your lift chair, you have 3 days to inspect it for damages or defects. If any damages or defects are found, it will be repaired or replaced at no charge. The lift chair must be in like-new condition. As these are considered Medical Devices by the FDA, their guidelines apply. The customer is responsible for freight costs both ways plus up to a 25% restocking fee unless the chair is defective. Chairs returned due to being refused by the customer or deemed undeliverable by the freight carrier are subject to freight charges both ways and up to a 25% restocking fee. Stock chairs canceled prior to shipment are subject to a $50 cancellation fee. Builder chairs with custom features such as leather or any special options are non-returnable and cannot be canceled once in production.
Modular Ramps
Modular ramp systems are not eligible for return for any reason. If an item is received damaged, you will need to provide images and those items will be replaced. Modular ramps canceled during production will incur a 15% cancellation fee. Modular ramps canceled during shipment or refused at the time of delivery will incur a 25% restocking fee and all associated shipping costs.
Open Box Items
Open Box merchandise consists of products that have been purchased and delivered to other customers, and then returned to Doctor-talk. Open Box products are sold considerably under cost. Doctor-talk tests Open Box products for basic functionality only. Due to the varying quality of products returned to Doctor-talk, Doctor-talk makes every attempt to supply the original accessories for Open Box products. However, regardless of what the product description says, Doctor-talk only guarantees that you will receive the product itself; accessories may or may not be included. Additionally, the product may exhibit cosmetic imperfections as a result of having been previously opened. All Open Box sales are final.
Katapult
For any returns for full cash value by Katapult, the customer will pay Doctor-talk a fee that will not exceed 20% of the order value. Please contact Doctor-talk directly for a return authorization within 14 days of purchase. You must email sales@doctor-talk.com prior to returning any goods for a Return Authorization (RA Number). Returns without an RA number will not be accepted.
You are responsible for your returned merchandise until it safely reaches our warehouse!
All online orders concerning returns must be sent to sales@doctor-talk.com.
If your Doctor-talk return window of 14 days has passed, customers may contact Katapult and return the product(s) to Katapult, releasing them from future payments. If assistance is needed, please contact Katapult customer service by calling 833-KATAPULT (528-2785), via email at returns@katapult.com, or using Live Chat.
Disclaimer Regarding Website Errors & SKU Pricing Errors
We make every effort to ensure that descriptions, dimensions, images, and prices are accurately presented in our database. If a pricing error arises, we will make every attempt to promptly inform the customer. When applicable, Doctor-talk Online will promptly refund your transaction if a pricing error has occurred. However, Doctor-talk Online reserves the right to supply or not supply a product. If a quote is sent out with a substantial database pricing error, Doctor-talk Online 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 Doctor-talk Online site are subject to change without notice.
Protection Plans
Please be aware that our Protection Plans are nonrefundable once the item has been delivered. We recommend carefully reviewing the terms and conditions of our Protection Plans before completing your purchase. If you have any questions or concerns regarding our return policy, feel free to contact our dedicated customer service team for assistance. Your satisfaction and confidence in our products and services are of the utmost importance to us.