Return & Cancellation Policy

Items can be returned for FREE within 30 days of receipt of shipment in most cases.

Some products have different policies or requirements associated with them. If the "Shop with confidence at MFI" section under the add to cart button details "Free Returns", the product is eligible for returns!

Most returns must be processed through our Online Returns Center.

Returns for oversized, non-returnable, or items past the 30 day return period can be requested online using our manual return request form for review.

Eligible Products:
  • Must be returnable, unopened, unused.
  • In original packaging. Safety seals cannot be opened or broken.
  • Return request must be submitted within 30 days of receiving delivery.
  • Once a return is authorized it must be returned to MFI within 5 business days of the return authorization.
  • Customer is responsible for packing return properly. If item becomes damaged during the shipping process the return may be denied once inspected at MFI or the manufacturer.
Details:
  • MFI shall test returned products and may impose a customer fee if the customer misrepresents the condition of the product or the item is damaged during shipping.
  • Once the item is received at our fulfillment center, it will take approximately 5-7 business days for the refund order to be processed by our team and 3-5 business days for the refund amount to show up in your account.
    • *Please note: During the COVID-19 pandemic returns may take up to 10 business days to show up in your account due to manufacturer contraints. We appreciate your understanding and are available for any questions.
  • Shipping fees are non-refundable, except when due to MFI error. Shipping fee refund requests need to be emailed to returns@mfimedical.com. Please be sure to list the order number, return reason, and a full explanation. The return still needs to be processed through the Online Returns Center.

Cancellation Policy

You can cancel items or orders that haven't entered the shipping process yet by contacting our Order Processing Team. Once an order has shipped, it cannot be canceled. The order must go through the return process. You may refuse the order upon delivery, in which case the standard return policy for the item will apply. There is no penalty for cancellation of an order prior to shipment, however, this does not apply to special/custom orders.

Non-Returnable Items

We would love to process every return request. However due to health and safety concerns we are unable to authorize all returns. Certain products are forbidden to be returned due to their biohazard nature.

Some items will state in their description that they are non-returnable. These items will also have a pop up message once added to the cart that will have you confirm you are purchasing a non-returnable item.

Non-returnable items include but are not limited to:

  • Customizable Items
  • Digital Items
  • Items Missing Original Packaging
  • Items With Broken Safety Seals
  • Special Order Items

Requests for non-returnable items need to be submitted through the manual return request form for review.

Oversized Items

Oversized items may be returned to our facility or by freight shipping. Under some circumstances, you may be charged return shipping fees. Please use the manual return request form for oversized items. We will be able to inform you of any return shipping costs.

Computers and Electronics

Electronics purchased from MFI that didn't start when they arrived, arrived in damaged condition, or is still in an unopened box can be returned for a full refund within 30 days of purchase. Any returned item that is damaged through customer misuse, is missing parts, or is in unsellable condition due to customer tampering may result in the customer being charged a restocking fee based on the condition of the product.

Customizable Products

Returns on custom products that have had different customization options, including any configurations, or designs are as follows:

  • Notify MFI within 14 days of receipt.
  • Due to personal configuration, or design on these products, MFI is not required to accept returns or exchanges unless the items are damaged or defective upon arrival.
  • If there is an error in the configuration, or design due to a mistake by the manufacturer, you are protected per the MFI Guarantee.
  • All product packaging (such as boxes) must be returned with the item. Products missing all their applicable tags are not acceptable for return.

Extra Items

Whoops! If you received an extra item by mistake in your shipment please email returns@mfimedical.com with the subject ‘Received Extra Item’. We will email you a prepaid return label to return the extra item.

Wrong Items

If you placed an order but received the wrong item, you can return the wrong item for a refund or a replacement of the item you did not receive through the Online Returns Center by selecting the Wrong item was sent.

Gifts

Somebody may have sent you something as a gift. We only include a gift receipt in the shipment if the purchaser marked it as a gift when placing the order. If there isn't a gift receipt in the box, it may mean the person didn't mark it as a gift but still intended to send it as one.

If you don't want the item, you can return it for a refund through our Gift Return process. For more information on returning a gift, go to: Return a Gift.

Installation Fees, Service Contracts, or Warranties

Installation fees can be canceled up to 48 hours before the service is performed. If you no longer require installation services or other service plans, please contact our Customer Success Team. Service contracts or warranties can be canceled within 30 days of purchase.

Digital Products

Unless otherwise specified, activation codes, and software downloads are not returnable after purchase.

Mattresses and Pads

Mattresses must be returned within 30 days in the original, unopened/unused packaging for a refund. Product exchange may be available if item is opened/used. Contact our Customer Success Team to discuss your exchange request.

Nov 3, 2020