Returns & Cancellations

Why We Maintain an All-Sales-Final Policy

Medical supplies are subject to strict FDA regulatory requirements regarding chain of custody, sterility assurance, and product integrity. Once a product leaves our facility, we have no means to verify that it has been stored at correct temperature, humidity, or handling conditions. Accepting returns of medical supplies could compromise patient safety and violates the standards we hold ourselves to as a healthcare distributor.

This policy applies to all products including but not limited to exam gloves, wound care dressings, respiratory supplies, IV products, surgical supplies, incontinence products, diagnostic equipment, and all FDA 510(k)-cleared devices.

Order Cancellations

Orders enter our fulfillment system immediately upon placement. Because we begin warehouse processing and inventory allocation at the time of order submission, orders cannot be canceled once placed.

We strongly encourage all customers - particularly facilities placing large or recurring orders - to confirm item quantities, SKUs, product specifications, and shipping addresses before submitting. If you have any doubt about a product or quantity, contact our order support team at (888) 585-6510 before placing your order.

Exceptional Pre-Shipment Cancellation

In highly exceptional circumstances, Healix Medical Supply may, at its sole discretion, consider a cancellation request for an order that has not yet physically shipped from our warehouse. This is not a guaranteed right and is evaluated on a case-by-case basis.

Conditions for consideration:

• The cancellation request must be submitted in writing to orders@healixmedicalsupply.com within 2 hours of order placement.

• The order must not have been picked, packed, or handed to a carrier at the time the request is received.

• The cancellation request must include your order number, the reason for cancellation, and a contact name and phone number.

• Approval is at the sole discretion of Healix Medical Supply management. Submission of a request does not guarantee approval.

• Orders placed on approved facility net-term accounts are subject to the invoice amount regardless of cancellation status.

Damaged, Defective, or Incorrect Items

Our all-sales-final policy does not apply to products that arrive damaged in transit, are confirmed defective from the manufacturer, or were shipped incorrectly (wrong item or quantity) due to a Healix Medical Supply fulfillment error.

In these cases, we will at our discretion:

• Ship a replacement of the correct item at no charge, or

• Issue a credit to your account equal to the value of the affected product.

To report a damaged, defective, or incorrect item, email orders@healixmedicalsupply.com within 5 business days of delivery. Include your order number, photos of the affected products and packaging, and a description of the issue.

Expiration Dates & Sterile Products

All products shipped by Healix Medical Supply carry a minimum remaining shelf life of 6 months from the date of shipment unless otherwise disclosed at the time of sale (e.g., short-dated lots sold at a discount). If you receive a product with less than the stated minimum shelf life and it was not disclosed as short-dated, contact us immediately and we will arrange a replacement or credit.

How to Submit a Cancellation or Claims Request