Refund policy
Dolphin Wound Care Return Contact:
info@dolphinwoundcare.com
+1 405-937-3253
shop.dolphinstore.org/pages/contact-us
Damaged Goods and Return Policy
This policy applies to purchased goods sold by Cox Design LLC d/b/a Dolphin Wound Care (shop.dolphinstore.org), including but not limited to the Dolphin FIS Mattress System, Dolphin FIS Wheelchair Cushion, DermaFloat LAL: Low Air Loss Mattress, and other support surfaces and related products.
1. Damaged or Lost Purchased Goods
All shipments should be carefully inspected immediately upon delivery. If any item appears damaged or missing, you must note the damage or loss on the carrier’s delivery receipt or bill of lading at the time of acceptance.
You should keep a copy of the delivery receipt showing the noted damage or loss and provide it to Dolphin Wound Care as soon as possible. Prompt reporting is important because once a shipment has been accepted without notation, it may become more difficult to prepare, file, or pursue a claim with the carrier.
Please notify Dolphin Wound Care immediately upon discovering any damage or shortage. When reporting damage or loss, please provide as much information as possible, including:
- Product name
- Model number
- Serial number, if applicable
- Description of the damage
- Photos of the damage, if available
Failure to fully inspect each shipment upon arrival may delay, restrict, or prevent the claims process with the applicable carrier. Dolphin Wound Care is not responsible for delays caused by late reporting of damaged or missing goods.
Do not request that the carrier return any item to Dolphin Wound Care without prior authorization from us.
2. Responsibility for Shipping Damage Claims
Responsibility for filing and pursuing shipping damage or loss claims may depend on the shipping arrangement used for your order.
A. If We Arrange Shipping
If Dolphin Wound Care arranges and pays for shipping, we will work with the carrier regarding claims for damage or loss. You agree to reasonably assist us by providing documentation, photos, and other information we may need. If appropriate, we will coordinate pickup and return of damaged goods and, at our discretion, repair or replace the damaged or lost item within a reasonable time after receiving notice.
B. If You Arrange Shipping
If you use your own freight carrier or shipping account, you assume responsibility for the shipment once the goods are picked up by your carrier. In those cases, you are responsible for filing and pursuing any damage or loss claim directly with the carrier. If you need a replacement item, you may purchase one from Dolphin Wound Care at your expense. We will make reasonable efforts to provide supporting information needed for your claim.
3. Return of Purchased Goods
Purchased products may be returned only if they are:
- Unused
- In original condition
- Not damaged
- Returned within 10 calendar days of delivery
After 10 calendar days from delivery, Dolphin Wound Care reserves the right to refuse any return request for any reason. If a return is accepted after that time, any credit or refund will be issued solely at our discretion.
A Return Authorization Number (RA#) is required before returning any purchased product. Returns sent without an approved RA# may be refused.
To request a Return Authorization Number, contact:
info@dolphinwoundcare.com
+1 405-937-3253
https://shop.dolphinstore.org/pages/contact-us
The RA# must be clearly marked on the outside of the return package.
4. Shipping Charges and Restocking Fees
Original shipping and freight charges are non-refundable.
Customers are responsible for all return shipping costs unless the item shipped was incorrect due to our error. If a refund is approved, return shipping costs may be deducted from the refund amount.
All approved returns are subject to a 25% restocking fee, plus any additional charges for damage, missing parts, cleaning, or repackaging if applicable.
The restocking fee and return shipping charges do not apply if:
- The wrong product was shipped by Dolphin Wound Care
- The item was not ordered by you and was sent in error by Dolphin Wound Care
If your return is approved, any refund will be issued using an agreed-upon refund method.
5. Non-Returnable Items
The following items are non-returnable and non-refundable:
- Custom orders
- Made-to-order products
- Special order items
- Used or damaged items not covered by shipping damage claims
- Any product returned without prior authorization
- Any product not returned in compliance with this policy
6. Rental Returns
If you are renting equipment from Dolphin Wound Care, rental items are not subject to this purchased goods return policy. Rental returns, rental pickups, and rental end dates are handled according to the terms of your rental agreement.
For questions regarding rental returns, please contact:
info@dolphinwoundcare.com
+1 405-937-3253
https://shop.dolphinstore.org/pages/contact-us
7. Repair Items
Items sent to Dolphin Wound Care for repair are not eligible for return under this purchased goods return policy. Repairs, evaluations, and related services are governed by the terms agreed to at the time the repair service is requested.
If you believe a repaired item was damaged during return shipment, please inspect it immediately upon delivery and notify us right away.
8. Right to Refuse Returns
Dolphin Wound Care reserves the right to inspect all returned items and to refuse any return that does not meet the requirements of this policy.