Refund policy

Legal Notice

Collins Medical Solutions is a trade name and brand family operated by Collins Pharmacy, Inc., doing business as Collins Medical Equipment and other affiliated brands, including but not limited to Collins Accessibility Solutions. All references to “Collins Medical Solutions,” “Collins,” “we,” “us,” or “our” throughout this website, checkout experience, and associated policies refer to Collins Pharmacy, Inc. and its affiliated trade names and operations.

Collins Pharmacy, Inc.
1526 Barnum Avenue, Suite 1
Bridgeport, CT 06610 
(203) 576-8642
info@collinsmedical.net

Return & Refund Policy

At Collins Medical Solutions, we are committed to providing reliable, high-quality medical equipment and supplies with your safety and well-being as our top priority. Because many of our products are medical in nature, our return policy reflects applicable regulatory requirements and essential hygiene considerations.

Return Eligibility

Eligible items may be returned within 30 days of delivery, provided all of the following conditions are met:

  • The item is unused, unopened, and in its original packaging
  • The item is in resalable condition
  • The return request has been approved in advance

All returns require prior authorization. Items returned without authorization may be refused and returned to the sender at your expense.

Restocking Fee

Approved returns are subject to a 25% restocking fee, which helps offset inspection, handling, and administrative costs associated with medical products.

The restocking fee does not apply if:

  • The item arrived damaged, or
  • The return is due to an error on our part

Return Shipping

Customers are responsible for return shipping costs unless the return is the result of:

  • A shipping error by Collins Medical Solutions, or
  • A defective product confirmed by our team

We strongly recommend using a trackable shipping method with insurance. Collins Medical Solutions is not responsible for items lost or damaged during return transit.

Non-Returnable / Final Sale Items

For health, safety, and regulatory compliance, the following items are final sale and not eligible for return:

  • Medical disposables and consumable supplies
  • Hygiene-sensitive products (including but not limited to: personal care items, respiratory equipment, and items that come into contact with bodily fluids)
  • Opened or used items
  • Custom, special-order, or prescription-linked products
  • Items clearly marked as "Final Sale" at the time of purchase

Defective or Incorrect Items

If you receive a defective item or an incorrect product, please contact us within 7 days of delivery. Once the issue is confirmed, we will work with you to arrange a replacement or full refund at no cost to you, in accordance with applicable guidelines.

Refund Processing

Refunds are issued after returned items are received and inspected by our quality assurance team. This process typically takes 5-7 business days from receipt. Approved refunds are processed to the original form of payment, less any applicable restocking fees. Please allow an additional 5-10 business days for the refund to appear in your account, depending on your financial institution.

How to Initiate a Return

  1. Contact our customer service team to request return authorization
  2. Provide your order number and reason for return
  3. Receive your Return Authorization (RA) number and return instructions
  4. Package the item securely in its original packaging
  5. Include your RA number clearly marked on the outside of the package
  6. Ship using a trackable method and retain your tracking information

Need Assistance?

Our team is here to help. If you have questions about your order or believe a return may be necessary, please contact us before sending any items back. We are committed to resolving concerns with care, clarity, and respect.

Just Call Collins
📞 (203) 576-8642
✉️ info@collinsmedical.net
🕒 Monday - Friday, 9:00 AM - 5:30 PM EST
📍 1526 Barnum Avenue, Suite 1, Bridgeport, CT 06610