Urology Product Returns & Exchanges

Effective: August 21, 2023

ABC Medical accepts returns of most new, unopened products and will issue a refund or exchange, subject to the criteria below and applicable law and Medicare Supplier Standards. To make a return or exchange, please contact Customer Service at (866) 897-8588 M-F 8:30 AM – 8:00 PM (EST) to obtain a Return Merchandise Authorization (RMA) number.

Returns are subject to the following criteria:

1. Customers must contact ABC Medical within 5 business days of receipt of the product to request a Return Merchandise Authorization (RMA) number.
2. All returns must be authorized by ABC Medical prior to receipt with an RMA written on the outside of the box. Returns without an RMA will not be accepted and will not receive a refund.
3. Items must be returned within 30 days of initial shipment date.
4. The return shipping expense is the responsibility of the customer and ABC Medical is not responsible for lost return shipments. In the case of defective, missing, or incorrect items, ABC bears the cost and responsibility associated with providing an appropriate replacement. Return shipments should include a tracking number.
5. The refund will be processed once ABC Medical receives the return shipment. (Every return shipment must pass a warehouse inspection before any refund is issued.)
6. The return shipment will not pass warehouse inspection if any product packaging is written on, opened, has a safety seal broken, is repackaged, is missing a serial number(s), is missing the Uniform Product Code (UPC) or is modified in any other way.
7. Returns will not be accepted for the following products:
   1. Wound Care Supplies
   2. Personal care items (i.e. stockings & garments)
   3. Sterile Packages (including, but not limited to Intermittent Catheters)

Defective, Missing, or Incorrect Items

Immediately upon receipt, the customer should inspect the shipment to ensure the contents match the packing slip. If the customer believes any product from the shipment is defective, missing, or an incorrect item, the customer must contact ABC Medical within 5 business days of receipt of the product to initiate a return and be issued a Return Merchandise Authorization (RMA) number. Once the RMA is issued, ABC Medical will work with a third-party delivery service to issue a pick-up or will provide the customer with a pre-paid shipping label. The return shall be available for pick-up during business hours.

Updated August 15, 2023