Warranty & Return Policies
DeRoyal products are warranted for ninety (90) days from the date of shipment from DeRoyal as to product quality and workmanship. DeRoyal's written warranties are given in lieu of any implied warranties, including warranties of merchantability or fitness for a particular purpose.
DeRoyal understands that sometimes a product does not fit the needs of our customers for one reason or another and needs to be returned. To ensure the return is handled smoothly we ask that you follow the steps outlined below.
Before You Return Products
Please send an email to firstname.lastname@example.org with the information listed below to obtain a Return Authorization (RA):
- Reason for return
- Product number, quantity and lot number
- Customer P.O. number and date
- Account number
- Email contact
PLEASE NOTE: No returns will be accepted without a valid RA number on the outside of the box so that the RA number is visible. All return authorizations expire in 30 days from the date the RA is issued. Shipments with an invalid or expired RA number will be refused by DeRoyal and returned to you, freight collect. Under no circumstances will a return be accepted for items returned after 90 DAYS from the original invoice date.
Reasons for Return
In general, returns of non-defective products are accepted within 90 DAYS from the original invoice date. To be considered for return the product is to be unopened, unused, and in exactly the same condition as when you received it. If the product or the packaging for the product was in any kind of seal, such as shrink-wrap, a bag, or a sticker label across the opening of the box, this seal must not be broken. The cost of returning non-defective products is the responsibility of the customer.
Defective or Damaged Products
Please call customer support at 1-800-251-9864 for instructions BEFORE returning any defective or damaged products. You will receive replacement product once the defective product is received; a credit to your account will not be necessary.
If you need the replacement before the defective product can be returned, replacement product will be sent out immediately if the value of the replacement is less than $250. Replacement product valued greater than $250 will require pre-approval. Alternatively, DeRoyal will accept a standard order for the replacement product; your account will be credited after the defective product is returned.
DeRoyal will pay for the freight to send you replacement product and will take responsibility for the cost of returning defective product. Defective or damaged product should always be returned, unless otherwise authorized by DeRoyal. If the product is returned as defective and is found to actually NOT be defective, then DeRoyal reserves the right to revoke the credit or to issue an invoice (billing only) for the value of the replacement product.
Products that are defective or have concealed damage are NOT eligible for return after 180 days from the date of the invoice, except in situations where the product is otherwise covered by a specific warranty. Product with visible damage upon delivery should be refused from the carrier (e.g., common carrier, UPS, FedEx) upon delivery.
Merchandise returned for reasons other than defective or DeRoyal error may be subject to a restocking fee. The restocking fees are as follows:
Return from Date of DeRoyal Original Invoice
5% / $25 minimum + Freight
10% / $25 minimum + Freight
20% / $25 minimum + Freight
PAST 90 DAYS
Merchandise Not Eligible for Return
Products that are not restockable by DeRoyal are not eligible for return unless the product is defective or return is due to DeRoyal error. This includes the following products:
- Custom and/or made to order products
- Products not in standard DeRoyal packaging
- Products that have been discontinued or changed
- Case goods that have been partially used
- Foam products
- Wound Care products
- Products that expire within 90 days of proposed return date.*
PLEASE NOTE: If upon inspection returned products are deemed not restockable, you will be notified by letter. The non-restockable items will not be credited to your account. In the letter you will be given the option of receiving the products back freight collect or letting DeRoyal dispose of them. If replacement product was issued in lieu of credit and the returned product is deemed non-defective, an invoice (billing only) will be issued for payment of the replacement product that was sent.
Generally, returns are approved immediately. However, some returns may be subject to additional approvals due to the nature of the return (e.g., excessive dollar amount, product changes). The acceptance of any return is at the sole discretion of DeRoyal.