Refund & Return Policy

1Overview

At True Care Medical Supply, we want every order to meet your expectations. When it does not, we aim to make the return process simple and clear. Braces and supports are personal health products, so hygiene and safety requirements limit which items can be sent back. Please go through this page before returning anything.

2Eligibility for returns

A product can be returned only when all of the following apply:

• You notify us within 30 days of the delivery date
• The item has not been worn, applied or fitted on the body
• It remains in its original packaging, with labels, instructions and any accessories included
• It has not been altered, adjusted or modified in any way
• You can provide an order confirmation or receipt from True Care Medical Supply

Each returned item is inspected when it reaches us, and a refund is approved only after that check. If the item fails to meet these conditions, we will send it back to you, and the delivery charge will be yours to cover.

3Items we cannot accept

For patient safety, the following cannot be returned or refunded:

• Products that have been worn, used or fitted on the body
• Items with broken seals, missing labels or no original packaging
• Products marked on their page as single-use or non-returnable
• Items custom-fitted or specially ordered for an individual patient
• Products harmed through misuse, neglect or unauthorized repairs
• Any item returned after the 30-day period

4How to send an item back

Please follow these steps in order:

1. Call +1 (443) 857-2800 or write to info@truecaremedicalsupplyllc.com within 30 days of delivery.
2. Give us your order number, the product you wish to return and the reason.
3. When your request is approved, we will email you a Return Merchandise Authorization (RMA) number with shipping instructions.
4. Pack the item securely in its original packaging and write the RMA number clearly on the outside of the box.
5. Ship the parcel to the address in your instructions. We strongly suggest using a service that provides tracking.

Please do not ship anything without an RMA number. Parcels that arrive without one cannot be processed and may be refused or discarded.

Return shipping costs are your responsibility, unless the return is due to our mistake or a manufacturing defect.

5Refunds

Once your parcel has arrived and been inspected, we will tell you within 7 business days whether the refund is approved.

Approved refunds go back to your original payment method within 7 business days. Please keep in mind:

• Depending on your bank, a card refund may take up to 5 more business days to appear on your statement
• Shipping fees paid on the original order are not refunded, unless the return was caused by our error
• If an item comes back in a different condition from when we sent it, or without its accessories, we may issue a partial refund only

If you have not received your refund 10 business days after approval, please get in touch and we will investigate right away.

6Orders billed to insurance

Additional steps apply when an order was billed to your insurance, as we must follow the billing rules that come with it.

• We are required to inform your insurer about any returned item
• You will be refunded only the amounts you paid personally, such as co-pays and deductibles
• Amounts your insurer paid on your behalf go back to the insurer, not to you

Please contact us so we can review your case, because the outcome may depend on your plan and your insurer's requirements.

7Damaged, defective or incorrect items

If your order arrives damaged, defective or different from what you ordered, contact us within 5 business days of delivery. We will send a replacement or issue a full refund at no extra cost to you.

To speed things up, please have these details ready:

• Your order number and delivery date
• A short description of the problem
• Photos of the product and its packaging, if possible

8Exchanges

We do not offer direct exchanges. If you need a different size, style or product, return the original item (if it qualifies) and place a new order for the one you want.

Our team is happy to guide you before you buy. Call us or message us on WhatsApp with any sizing or fit questions.

9Contact us

Have a question about a return or refund? We are here to help.