Returns & Exchanges Policy
HBG Health
HBG Health is committed to providing high-quality medical equipment and supplies while complying with all federal and state regulations. Due to the nature of medical products, our returns policy is designed to protect patient safety and ensure regulatory compliance.
Please review the applicable section carefully before placing your order.
Consumer Returns
1.1 Retail (Non-Prescription, Cash-Pay Items)
Eligible Returns
Items must be unopened, unused, and in original packaging
Return request must be made within 14 days of delivery
Proof of purchase is required
Non-Returnable Items
Opened or used medical devices
Consumable products (including but not limited to mask cushions, filters, tubing, wipes, and hygiene-related items)
Clearance or final-sale items
Refunds
Approved refunds will be issued to the original form of payment
Original shipping charges are non-refundable
Return Shipping
Customers are responsible for return shipping costs unless the item is defective or shipped in error
1.2 Prescription & CPAP Equipment (Cash Pay)
Due to FDA, hygiene, and safety regulations, prescription medical equipment is subject to strict return limitations.
CPAP Machines
CPAP machines may be returned only if unopened and unused
Opened, powered-on, or used CPAP machines are non-returnable
Masks & Accessories
Masks, tubing, humidifier chambers, cushions, and accessories are non-returnable once opened
Manufacturer warranties apply in cases of defects
Exchanges
One-time mask exchange for sizing issues may be permitted within 7 days of delivery
Exchanges are subject to product availability
Customer is responsible for return shipping
1.3 Insurance-Billed Orders (Medicare, Medicaid, and Commercial Insurance)
Items billed to insurance are governed by payer regulations and cannot be returned for convenience.
Insurance-billed items are non-returnable and non-refundable once dispensed
Returns are permitted only in cases of:
Documented therapy discontinuation
Manufacturer defect
Insurance-approved circumstances
Physician documentation may be required
Patients remain responsible for any non-covered or denied charges
Business-to-Business (B2B) Returns
2.1 Standard B2B Orders
Return Eligibility
Return requests must be submitted within 10 days of delivery
Products must be unopened, unused, and in resalable condition
Restocking Fee
Approved returns are subject to a 20% restocking fee
Shipping
All return shipping costs are the responsibility of the buyer
Non-Returnable Items
Clearance or discounted bulk orders
Special-order items
2.2 Custom Kits & Private-Label Products
Custom-assembled kits and private-label products are built to order and cannot be restocked.
Custom kits and private-label products are non-returnable and non-refundable
Claims for incorrect or damaged items must be reported within 48 hours of delivery
HBG Health will determine the appropriate resolution, including replacement or credit
Damaged, Incorrect, or Defective Items
All customers must notify HBG Health within 48 hours of delivery if an item is damaged, defective, or incorrect.
Required Documentation
Photos of the damaged item and packaging
Order number or invoice
Resolution
Replacement
Store credit
Manufacturer warranty claim, as applicable
Return Authorization (RMA)
All returns require prior authorization.
Returns sent without an approved Return Merchandise Authorization (RMA) will be refused
Unauthorized returns will be returned to sender at the sender’s expense
To request an RMA, please contact:
support@hbghealth.com
Additional Terms & Conditions
HBG Health reserves the right to deny any return that does not meet eligibility requirements
All medical device sales are subject to federal and state regulations
Return policies may be modified at any time without prior notice
Contact Information
For questions regarding returns or exchanges, please contact:
support@hbghealth.com