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Refund and Returns Policy

ProComfort Incontinence & Medical Supply Solutions
Effective Date: January 1, 2025

Policy Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we cannot offer you a full refund or exchange, except for defective products covered under warranty.

Return Eligibility Requirements

To be eligible for a return, your item must be:

  • Unused and in the same condition that you received it
  • In original packaging with all original materials and documentation
  • Accompanied by receipt or proof of purchase
  • Returned within 30 days of delivery date

Please do not send your purchase back to the manufacturer.

Non-Returnable Items

For health, safety, and regulatory compliance, the following items cannot be returned:

Medical and Personal Care Items:

  • Opened incontinence products (adult diapers, pads, protective underwear, bed pads)
  • Used or opened medical supplies
  • Personal hygiene items that have been opened
  • Adult wipes or cleansing products (opened packages)
  • Nitrile gloves (opened boxes)
  • Custom or special-order products
  • Prescription or medical device items

Additional Non-Returnable Items:

  • Gift cards and store credit
  • Digital products or downloadable materials
  • Products marked “final sale”
  • Items damaged by customer misuse
  • Products missing original packaging or documentation

Partial Refunds

Partial refunds may be granted for:

  • Items not in original condition due to customer damage (not our error)
  • Items missing parts or packaging for reasons not due to our error
  • Items returned after 30 days but within 60 days (50% refund)
  • Shipping damage not reported within 48 hours of delivery

Exceptions – Full Returns Accepted

We will accept returns of opened products only when:

  • Products are defective or damaged upon arrival
  • Wrong items shipped due to our error
  • Products don’t match our description or specifications
  • Quality control issues with unopened items

How to Request a Return

Step 1: Contact Us First (Return Authorization Required)

  • Phone: 419-720-2232 (Monday-Friday, 8 AM – 6 PM EST)
  • Email: support@procomfortmsg.com
  • Online: Submit return request at procomfortmsg.com

Required Information:

  • Order number or invoice number
  • Item(s) you wish to return
  • Reason for return
  • Photos (if defective/damaged)

Step 2: Receive Return Authorization

  • We’ll email you a Return Authorization Number (RAN)
  • Include RAN with your returned package
  • Returns without RAN may be refused

Refund Processing

Inspection and Approval

Once your return is received and inspected, we will:

  1. Send email notification that we received your return
  2. Notify you of approval or rejection of your refund
  3. Process approved refunds within 5-7 business days

Refund Method

  • Credit card purchases: Refunded to original payment method
  • Check/money order: Company check mailed within 10 business days
  • Cash purchases: Store credit or company check

Late or Missing Refunds

If you haven’t received your refund:

  1. Check your bank account again
  2. Contact your credit card company (processing may take time)
  3. Contact your bank (often processing delays occur)
  4. Contact us at support@procomfortmsg.com if still not received

Sale Items and Promotions

  • Sale items: May be returned per standard policy unless marked “final sale”
  • Clearance items: Final sale, no returns (clearly marked)
  • Promotional bundles: Must return entire bundle for refund
  • Reward point purchases: Points will be deducted upon return

Exchanges

Defective/Damaged Items

  • We replace items if they are defective or damaged
  • Email support@procomfortmsg.com to initiate exchange
  • We cover shipping costs for our errors

Size/Product Exchanges

  • Unopened items only can be exchanged for different size/product
  • Customer responsible for return shipping
  • Size exchanges subject to inventory availability

Gift Returns

Items Marked as Gifts

  • Receive gift credit for the value of your return
  • Gift certificate mailed once return is processed
  • Gift certificates valid for 12 months

Items Not Marked as Gifts

  • Refund sent to original purchaser
  • Gift giver will be notified of the return

Shipping Returns

Return Address

Mail returns to: ProComfort Returns Department
2550 Tracy Rd. Unit 6106
Northwood, Ohio 43619

Return Shipping Costs

  • Customer responsibility for return shipping (unless our error)
  • Original shipping costs are non-refundable (unless our error)
  • Return shipping cost deducted from refund amount

Shipping Recommendations

For returns over $100, we recommend:

  • Trackable shipping service (UPS, FedEx, USPS Priority)
  • Shipping insurance for valuable items
  • We cannot guarantee receipt of untracked returns

Professional Account Returns

Healthcare Provider Accounts

  • Extended return window: 45 days for verified healthcare professionals
  • Bulk return allowances for unopened institutional orders
  • Direct billing adjustments available for approved returns

Warranty Coverage

Product Warranties

  • Manufacturer warranties apply to applicable medical devices
  • Defective products covered beyond 30-day return window
  • Warranty claims require proof of purchase and defect documentation

International Returns

  • US customers only – we do not accept international returns
  • Military APO/FPO addresses follow standard return policy
  • Extended shipping times may affect 30-day window (contact us)

Customer Satisfaction Guarantee

If you’re not completely satisfied with your ProComfort experience:

  • Call our Product Experts at 419-720-2232
  • Free consultations to find the right products for your needs
  • Product education and sizing assistance available
  • Alternative solutions when returns aren’t possible

Contact Information

For refund and return questions:

  • Phone: 419-720-2232
  • Email: support@procomfortmsg.com
  • Hours: Monday-Friday, 8 AM – 6 PM EST; Saturday 9 AM – 3 PM EST
  • Website: procomfortmsg.com/returns

Legal and Regulatory Compliance

This return policy complies with:

  • FDA regulations for medical device returns
  • State health department requirements for hygiene products
  • Consumer protection laws in Ohio and applicable states
  • HIPAA privacy requirements for medical information

 

 

Questions about returns? Our customer service team is here to help make the process as easy as possible. Contact support@procomfortmsg.com or call 419-720-2232.

This policy is effective January 1, 2025, and applies to all purchases made on or after this date. Previous purchases are subject to the policy in effect at the time of purchase.