• RHYTHM RETURN POLICY*

    Please contact us for a Return Authorization (RMA) number before returning any items. We cannot be responsible for items returned without a Return Authorization (RMA), on the wrong authorization, or utilizing a closed authorization.

     

    WARRANTY RETURNS

    Each of our products carries a warranty. Our warranty policy is included in the product manuals as well as listed on our website in the Manuals or Spec Sheet tabs for each product. 

    To address a warranty claim, please see the Return/Claim process below. A serial number is required to initiate a warranty claim for serialized items.

    Click here for POC/LM5BA Warranty Claims

     

    NON-WARRANTY RETURNS

    All return requests must be initiated within 20 days of the purchase date. All items to be returned must be in new and unused condition, with all original accessories and documents included. For items purchased in error or excess, we charge a 20% restocking fee and the return must be received in new, saleable condition with all original accessories and documents included, in the original packaging. The RMA (Return Authorization Number) must be included on the return shipping label to be received and processed. The shipping costs to return these items to the originating distribution center rests with the customer.

     

    DAMAGED GOODS OR DELIVERY SHORTAGE

    Should an item arrive to you damaged or short, we request that the damage or shortage be immediately noted on your delivery receipt/bill of lading with the carrier. Please take pictures of any damage and provide those to us along with a copy of the note on the delivery receipt. 

    Beyond the visual inspection of the shipping box, also review the box contents for concealed damage. This type of damage must be reported within five (5) business days to Rhythm Healthcare, including pictures.

    Damaged goods will be replaced with a like item at the time the Case and RMA are created, per the Returns process. This will be a full charge replacement, credited upon our filing of a claim with the carrier. The delivery carrier may require you to retain the damaged product at your location until the claim is reviewed. At our discretion and expense, we may require the return of the damaged product.

     

    RETURN/CLAIM PROCESS

    To initiate a product return or quality/warranty claim:

    1. Email us at quality@rhythmhc.com to start a case. Include part/product number, serial and/or lot number, description of concern, photos of the product, and quantity (if more than one). Without a serial number, a warranty claim cannot be initiated for serialized items.

    For respiratory items, include the number of hours on the unit and any codes being displayed. Without the hours being provided, the return/claim process cannot move forward.

     2. You will receive an auto-generated email with a case number. Please notify us if you do not receive this email. An additional follow-up email or phone call may occur if we need additional information to begin processing your request.

     3. You will receive an email with an RMA number and notification of replacement items being sent after we have all the information required for your case. Replacement items are sent as full charge replacements, eligible for credit upon our receipt of the returned product(s).

     4. You will receive an email with a prepaid shipping label to affix to the item(s) being returned. This email will be sent within two (2) business days of the RMA number being assigned. Please reach out to us if you do not receive the email with the prepaid shipping label. Prepaid shipping labels do not apply to non-warranty returns.

     5. Place the item in its original packaging, or similar, along with all original accessories and documents. This would include batteries, adapters, chargers and carry cases. Missing accessories will preclude the issuance of a full credit, as identified below in Missing Components Credit Reduction.

     6. Ensure the return label is scanned with the carrier within 30 days of the Prepaid Shipping Label being provided to you. Return Authorizations and Prepaid Shipping Labels are only valid for 30 days from issuance. If the return is not received within 30 days, the RMA (return authorization) will be void.

     

    CREDITS/CREDIT MEMOS

    After receiving your return and inspecting the condition and components, we will process your return for credit unless it is determined that the item is not covered under the warranty, at which time the item will be returned to the customer. Please allow at least five (5) business days from our receipt of the item to process the return. We will notify you by email when your credit memo has been issued.

    Original shipping and handling charges are not refundable.

     

    MISSING COMPONENT CREDIT REDUCTIONS

    Products returned missing original components/accessories will be subject to a Missing Component credit reduction (the EDLP price of the component).
     

    QUESTIONS

    If you have any questions concerning our return policy or need assistance with your request, please contact us at quality@rhythmhc.com or (877) 843-6464 - Option 2.

    *The return policy described on this page applies to U.S. customers only.

     

     

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