Refund policy
RETURN AND REFUND POLICY
Last updated: September 9, 2026
This Return and Refund Policy applies to products provided by Express Medical Supply LLC (“Express Medical Supply,” “we,” “us,” or “our”), including products purchased directly and products supplied through an insurance or healthcare benefit.
CONTACT US BEFORE RETURNING ANY PRODUCT
Please contact us before sending a product back. Some orders are shipped by third-party fulfillment partners, so the correct return location may differ from our business address. Products returned without authorization may be delayed or may not be eligible for a refund or replacement.
Contact us at:
Express Medical Supply LLC
7410 New La Grange Road
Louisville, Kentucky 40222
Phone: 1-866-270-3322
Email: info@expmedsupply.com
RETURNS OF RETAIL PURCHASES
Unless an exception below applies, you may request a return within 30 calendar days after delivery. To qualify for a return, the product must be:
• Unused, unopened, and unaltered;
• In its original packaging with seals intact;
• In resalable condition; and
• Accompanied by proof of purchase.
Contact us before returning an eligible product. We will provide return instructions and, when applicable, a return authorization.
HYGIENE-SENSITIVE AND NONRETURNABLE PRODUCTS
For health and safety reasons, personal-care, incontinence, and other hygiene-sensitive products cannot be returned after their packaging or protective seal has been opened.
The following products are generally not eligible for return:
• Opened, used, worn, washed, altered, or contaminated products;
• Products removed from sealed hygiene packaging;
• Customized, special-order, or patient-specific products;
• Products marked final sale or nonreturnable;
• Products damaged through misuse, improper storage, or failure to follow instructions; and
• Products for which the return period has expired.
These restrictions do not prevent us from correcting damaged shipments, defective products, or fulfillment errors.
INSURANCE- OR BENEFIT-FUNDED SUPPLIES
Products supplied through Medicaid, another insurance plan, or a healthcare benefit are subject to the applicable payer’s coverage, billing, replacement, and return rules.
A return does not automatically restore or replace insurance benefits, quantities, or eligibility. We cannot issue a customer a cash refund for an amount paid by an insurer or other third-party payer. Any billing correction, overpayment, credit, or refund will be handled in accordance with applicable law and the payer’s requirements.
Please contact us before returning insurance-funded supplies so we can determine the appropriate next step. Unopened products may still be subject to payer restrictions or documentation requirements.
DAMAGED, DEFECTIVE, INCORRECT, OR MISSING PRODUCTS
Please inspect your delivery promptly. Contact us as soon as possible if an item is damaged, defective, incorrect, or missing, or if the package appears to have been damaged during shipment.
Provide your name, order information, a description of the issue, and photographs when reasonably requested. After reviewing the issue, we may replace the product, correct the shipment, issue an appropriate credit or refund, or provide other available assistance.
Do not discard damaged or incorrect products or their packaging until we tell you whether they must be retained, returned, or made available for carrier inspection.
RETURN SHIPPING
Customers are generally responsible for return-shipping costs for eligible discretionary returns. Express Medical Supply will provide or reimburse reasonable return shipping when we confirm that the return resulted from our error, a fulfillment error, or a damaged or defective product.
Original shipping charges and expedited-shipping fees are generally nonrefundable unless the return resulted from our error or applicable law requires otherwise.
We are not responsible for returns sent to an incorrect address, sent without authorization, or lost during return shipment. We recommend retaining the return tracking information.
REFUNDS
After we receive and inspect an eligible return, we will notify you whether the refund has been approved. Approved refunds for customer-paid purchases will generally be issued to the original payment method within 10 business days.
Your bank or card issuer may require additional time to post the refund. If more than 15 business days have passed since we approved your refund, contact us at info@expmedsupply.com.
If only part of an order qualifies for a refund, the refund will be limited to the eligible products and amounts actually paid by the customer.
EXCHANGES AND REPLACEMENTS
When appropriate, we may offer a replacement instead of a refund. Replacement availability depends on product availability, payer requirements, and the circumstances of the request.
For the fastest assistance, contact us before placing a second order for the same product.
ORDER CANCELLATIONS
Contact us immediately if you need to cancel or change an order. We will attempt to accommodate the request, but an order cannot always be changed or canceled after it has been submitted for fulfillment or shipped.
If an insurance-funded order is canceled, additional payer review or benefit adjustments may be required before another order can be processed.
LOST OR UNDELIVERED PACKAGES
If tracking indicates that a shipment was delivered but you did not receive it, or if a shipment appears lost or delayed, contact us promptly. We may need to open an investigation with the carrier or fulfillment partner before issuing a replacement.
Customers are responsible for providing a complete and accurate delivery address and promptly notifying us of address changes. Additional costs resulting from an incorrect address may be the customer’s responsibility unless prohibited by law.
YOUR LEGAL RIGHTS
Nothing in this policy limits any nonwaivable rights or remedies available under applicable law. We may update this policy periodically by posting the revised version and updating the “Last updated” date.