Effective Date: November 1, 2026
At EMX Health, we want you to be completely comfortable with every product you receive. If something is not right, we are here to help.
How to Start a Return
- Call us at 951.737.2055 or email care@emx.health to request a Return Merchandise Authorization (RMA) number. All returns must be approved in advance.
- Write your RMA number on the outside of the package. Packages received without an RMA number may be refused or returned to the sender.
- Items received through insurance:If your item was provided through Medicare, Medi-Cal, or another insurance plan, please contact your insurance company first to start the return process.
Policy for All Returns
Returns must be requested within 30 days of the date of purchase or delivery. Requests made after 30 days cannot be accepted.
- Proof of purchase (receipt or invoice) is required.
- Items must be unused, in their original condition, and in the original unopened packaging.
- All returns are inspected within 5 business days of receipt (48 business hours for Warehouse Retail). Items that are damaged, used, or unsuitable for resale cannot be accepted.
- For your health and safety, opened personal care and incontinence products cannot be returned unless they are defective.
- If an item you receive is defective, damaged, or incorrect, EMX Health will replace it or refund it in full at no charge, with no restocking fee.
- Restocking fee: For items no longer needed or ordered by mistake, a restocking fee of 15% of the purchase price will be deducted from your refund (25% for large equipment such as hospital beds and patient lifts). The fee is waived if you choose store credit instead of a refund.
- Approved refunds are issued to your original form of payment after inspection.
Durable Medical Equipment (DME)
Applies to medical equipment and supplies provided through Medicare, Medi-Cal, or another insurance plan, as well as medical equipment and supplies purchased personally (private pay).
- EMX Health will accept the return of any item that is substandard (less than full quality) or unsuitable (not appropriate for your needs at the time it was delivered or fitted) and will repair, replace, or exchange it at no charge. We honor all manufacturer warranties.
- Non-returnable items: Opened consumables and single-use items (such as wound care supplies and sterile tubing), commodes, bath products, slings, and custom-made or custom-fitted items (such as orthotics and bracing).
- Insurance adjustments: If your equipment was billed to Medicare, Medi-Cal (Medicaid), or private insurance, we must work with your insurance plan to correct or reverse the claim before your return can be completed.
Warehouse Retail
Applies to retail items purchased directly from our warehouse that are not medical equipment covered under the DME section.
- Our error: If we shipped the wrong item, the wrong quantity, or a mislabeled item, EMX Health will cover 100% of the return shipping and processing costs.
- Customer returns: For items no longer needed or ordered by mistake, you are responsible for return shipping, and the restocking fee above applies.
- Items we cannot accept: Items sold by the case must be returned as a full, unopened case; partial or opened cases cannot be accepted. We also cannot accept hazardous materials or refrigerated items that have not been kept at the proper temperature.
- Inspection: Warehouse returns are inspected within 48 business hours of receipt for hidden damage or missing parts.
Thank you for choosing EMX Health. EMX Health reserves the right to update this policy at any time.
