Shipping and Returns Policy

Shipping Policy

When you receive your order confirmation, a date of anticipated delivery will be included. For your convenience we offer tracking for your order 24 hours after the order is placed. You can see in real time, what’s happening and where your product is. If you have specific questions about a delivery that are unanswered by tracking or aren’t answered here, please email us at sales@pristinellc.us

Returns Policy

In the event you need to request a return authorization for an item you purchased with us – please go to the bottom of each page under My Account and select Request a Return. You may return an item for a refund of the merchandise total less applicable restocking fees within 30 days of the date you received the product. We must be notified within 7 days of receiving your item that you wish to return it. Any return requests begun after 7 days of receipt will need special approval from the manufacturer. Return shipping of an item is at your discretion. You may choose the return shipper of your preference but tracking numbers are required to be provided to us at the time the item is shipped back. Return credits are issued within 7 business days once the item is received and inspected. Orders over $2000, which require more handling, will be subject to an additional re-stocking fee that will not exceed 25% of the order. Shipping charges will be deducted from your refund if you have us facilitate return shipping. We will do our best to accommodate these requests but are not able to assist in all return shipments.

For certain items, we have more specific details below. Please note that no return will be accepted if used, without the original packaging or past the 7-day window of return request. All items returned must be received back to the appropriate manufacturer within 30 days after which a return authorization expires and the return will be rejected.

Any custom built item that is built to non standard specifications is ineligible for return. Any installed item is also ineligible for return.
For hygiene reasons, all bedding, slings and wearable products are ineligible for return.

There is a minimum restock fee of $15 for any return. Manufacturers set restock fees for medical equipment between 15% and 25% depending on their individual policies.

Return Eligibility

Items must be in new condition and in the original packaging to qualify for a refund (please do not assemble or modify the product in any way). The few exceptions that cannot be returned include:

  • Clearance/Open-Box Items – they are sold “as is”
  • Gift Certificates
  • Personalized Items
  • Items Marked “Non-Returnable” (clearly indicated on the sale page before placing your order)
  • Custom built or made to order items

How to Make a Return

1. Contact us

To start a return, Request RMA

2. Get a Return Authorization

Follow the steps to set up the return. Select the items you would like to return, the reason and any photos.

3. Ship the Item

It’s very important you are able to package the item back to safe or original condition. You may request that we take care of the shipping for you and deduct from your return. For most returns, you will receive a FedEx shipping label along with your return authorization number. Remove or mark out the original labels, then securely tape one completed ARS label to each package. If you item was shipping Freight LTL you will need to be able to put the item back on a pallet securely in which we will send you a BOL for LTL pickup. You will also need to provide a date and window for pickup.