Returns & RMA

Return window

30 days from delivery

Condition

Unopened, resalable, in original manufacturer packaging

Authorization

A return merchandise authorization (RMA) number is required before shipping a return

Not returnable

Sterile, dated, refrigerated and custom-configured items once the sterile barrier or cold chain is broken

Credits

Issued after the return is received and inspected

Our error

Wrong, damaged or defective items are replaced or credited at our expense

Items in unopened, resalable condition, in their original manufacturer packaging with seals intact, may be returned within 30 days of delivery with an RMA. Sterile items may be returned within the same window as long as the sterile packaging is unopened and undamaged.

Equipment must be unused, complete with all accessories and manuals, and in the original carton. Items sold as cases or packs are returnable as full, unopened cases or packs.

• Sterile items once the sterile barrier has been opened or damaged
• Dated (lot- and expiration-tracked) items once opened, and any item within its final months of shelf life at the time of the return request
• Refrigerated or temperature-controlled items once the cold chain is broken
• Custom-configured, special-order or made-to-order items, and items sourced specifically for you through Find It For Me unless they arrive defective or not as quoted
• Opened consumables, personal-use items and anything that has been used, marked, or removed from a sealed pack
• Prescription-only devices, which are subject to the manufacturer’s return terms

These exclusions exist for patient safety and regulatory reasons, not for convenience: an opened sterile pack or a warm vaccine cannot go back on a shelf.

1. Find the order. Account holders open the order under Orders in their account and request a return from it. Anyone can email support@lam.supply or call (910) 736-5696 with the order number, the SKU or part number, the quantity and the reason.
2. Receive the RMA. We confirm eligibility and issue an RMA number, the return address and any conditions that apply to the item. If a restocking fee applies to a return that is not the result of our error, it is stated on the RMA before you ship.
3. Pack and label. Write the RMA number on the outside of the carton and include a copy of the packing list. Do not write on manufacturer packaging.
4. Ship within the period on the RMA. Returns received without an RMA number, or outside the period stated on it, may be refused or returned to you.

When a return is the result of our error — a wrong item, a damaged shipment or a defective product — we provide a prepaid label or arrange freight pickup and cover the cost. For other returns, return shipping is your responsibility; ship with tracking and insure the carton for its value, because credit cannot be issued for a return that does not arrive.

Freight items are returned by LTL freight arranged through us so the equipment travels on the right service level; we quote the return freight when the RMA is issued.

Report a damaged, defective or incorrect item within 5 business days of delivery, as described in the shipping policy. We replace the item or credit it at our expense and handle the carrier claim. Defects that appear after that window fall under the manufacturer’s warranty, which we help you claim; see Manufacturer warranties.

Returns are inspected when they arrive. Credit is issued for items received in the condition the RMA requires: to the original card for card payments, or as a credit memo against the invoice for purchase-order and terms accounts. Original shipping charges are not refunded unless the return is the result of our error. Any restocking fee stated on the RMA is deducted from the credit.

Items that arrive opened, used, damaged in return transit or otherwise outside the RMA’s conditions are not credited; we will tell you and, if you wish, return them to you at your cost.

Products carry their manufacturers’ warranties, which are described in the manufacturer documentation on the product page. Lumbee Advanced Medical Supply is a distributor and does not extend its own warranty; we do route warranty claims for you and provide the purchase records a manufacturer requires. Contact support@lam.supply with the order number and a description of the fault.

Full terms are in the terms of sale.