Return & Refund Policy | Continental Medical Cleaning & Supplies

Continental Exquisites LLC · D/B/A Continental Medical Cleaning & Supplies

670 Horace Crow Drive, Suite E · Clarksville, TN 37043 · EIN: 33-1540985

info@continentalmedical.net · (931) 444-3335 · Fax: (931) 225-4944

Mon–Fri 9:30 AM–3:30 PM CT · Effective: March 2026

Section 01

Overview & Philosophy

✅

Continental Exquisites LLC is committed to fair, transparent returns. Our policy is built on the return conditions of our primary distribution partners — McKesson Medical-Surgical, Medline Industries, and MedPlus Services USA (NDC Inc.) — adapted to protect the safety and integrity of medical products for all patients we serve.

Because many medical supplies are personal-care, sterile, or hygiene-sensitive by nature, not all products can be resold after leaving our warehouse. This is an industry-wide standard required by the nature of healthcare distribution.

We will always issue a full credit or replacement when a return is due to our error, a manufacturer defect, or a documented recall — with no restocking fee and no return freight charge to you.

📋

Return Authorization Number (RA#) required: All returns must have an RA# issued by our team before the product is sent back. Products received without an RA# cannot be accepted or credited. Issuance of an RA# does not guarantee credit — credit is subject to inspection of returned goods.

Section 02

Return Eligibility — What Can Be Returned

📋

Core rule: A product is eligible for return only if it is unused, in its original unopened packaging, in resalable condition, and the request is submitted within the applicable time window.

Product Category	Return Window	Condition Required	Status
Standard Medical Supplies (stocked)	Within 30 days of delivery	Unopened, original packaging, no markings, min. 3-month shelf life	Returnable — No Fee
Standard Medical Supplies (stocked)	31–90 days of delivery	Unopened, original packaging; 15% restocking fee applies	Returnable — 15% Fee
Standard Medical Supplies (stocked)	After 90 days	Not accepted under any circumstances	No Return
DME Equipment (wheelchairs, beds, rollators, lifts)	Within 30 days of delivery	Unused, fully disassembled, original packaging, no setup marks	Returnable — No Fee
DME Equipment	31–90 days of delivery	Must pass inspection; 20% restocking fee applies	Returnable — 20% Fee
DME — Special / Non-Stock Order	Any	Not returnable unless supplier authorization obtained first	Supplier Auth Required
Non-Stock Supplies under $100	Any	No credit (consistent with McKesson and Medline upstream policy)	No Credit
Non-Stock Supplies $100–$500	Within 90 days	Supplier authorization required; 25% restocking fee + vendor fee	Requires Authorization
Defective / Damaged on Arrival	Within 48 hours of delivery	Photo documentation required; full credit or replacement at no cost	Full Credit / Replace
Shipping Error (Wrong Item)	Within 5 business days	Contact us immediately; call tag issued at our expense	Full Credit / Replace
Recalled Product	Per recall notice	Full credit, no restocking fee, return freight paid by Continental Medical	Full Credit

⚠️

Shelf-life requirement: All returned products must have a minimum of 3 months of shelf life remaining based on the manufacturer's expiration date. Products with less than 3 months remaining will not be accepted for return or credit.

Section 03

Non-Returnable Items — No Exceptions

🚫

The following products are never eligible for return or credit, except in the case of a confirmed manufacturer defect, product recall, or a documented shipping error caused by Continental Medical.

✗Opened or used medical supplies of any kind

✗Sterile, single-use, or individually sealed products once the seal is broken

✗Incontinence products — briefs, pads, underpads, liners — in any condition

✗Wound care dressings, gauze, bandages, and wound closure supplies

✗Diabetic testing supplies — lancets, test strips, CGM sensors

✗Bath safety items (shower chairs, commodes, raised toilet seats) that have been assembled or used

✗Pharmaceutical, Rx-only, or controlled substance products — no exceptions

✗Cold chain / refrigerated items including vaccines and temperature-sensitive biologics

✗Hazardous materials or products with any hazmat classification

✗Special-order or custom-configured products ordered to patient or facility specification

✗Products marked "Non-Returnable" or "Final Sale" on the invoice or product listing

✗Items with altered, damaged, or defaced packaging

✗Broken seals, opened cases, or breached unit packaging

✗Products purchased more than 90 days prior to the return request date

✗Products with fewer than 3 months of shelf life remaining

✗Items exposed to bodily fluids, contamination, or improper storage

✗Non-stock items under $100 — no credit per McKesson and Medline upstream policy

✗Products where return is prohibited by applicable state law

Unsure whether your product qualifies? Contact us first at (931) 444-3335 or info@continentalmedical.net before shipping anything back.

Section 04

Restocking Fee Schedule

ℹ️

Restocking fees reflect the cost of receiving, inspecting, repackaging, and returning eligible products to inventory. No restocking fee applies when the return is due to our error, a confirmed manufacturer defect, or a product recall. Fees are deducted from the refund or credit before it is issued.

Standard Medical Supplies — Stocked Products

Days 1–30

Full credit. No restocking fee. Return freight at customer's expense unless error is ours.

Days 31–90

15%

15% restocking fee deducted from credit. Product must pass inspection. Customer pays return freight.

After 90 Days

No Credit

Returns not accepted after 90 days from delivery date. No exceptions.

DME Equipment — Wheelchairs, Beds, Rollators, Patient Lifts, Transfer Equipment

Days 1–30

Full credit on eligible unused DME. Must be disassembled and in original packaging with all parts.

Days 31–90

20%

20% restocking fee per item. Subject to inspection. Customer responsible for return freight.

After 90 Days

No Credit

DME returns not accepted after 90 days. Special-order DME not returnable at any time.

Non-Stock / Special-Order Products

$100–$500 · Within 90 Days

25% + Supplier Fee

Requires supplier authorization. Continental Medical fee plus any vendor restocking fee. Customer pays freight.

Over $500

Requires Approval

Additional approval required from Continental Medical and our supplier. Contact us before initiating any return.

⚠️

Refused Deliveries: Orders refused at delivery are subject to all applicable restocking fees, return freight costs, and any carrier redelivery charges. Please inspect all deliveries before signing the receipt. Once signed “CLEAR,” future damage or shortage claims may be denied.

Section 05

Damaged, Defective & Shipping Errors

🛡️

We take full responsibility for our errors. If we sent the wrong item, the product arrived damaged in transit, or the item is defective from the manufacturer, you will receive a full credit or replacement at no cost — no restocking fee, no return freight charge.

Reporting windows:

Visible transit damage — within 48 hours of delivery
Shipping errors or concealed damage — within 5 business days of delivery
Take photos of the item and all packaging — inside and outside — before discarding anything.
If a delivery arrives with broken shrink wrap, write “Shrink Wrap Not Intact” on the delivery receipt before signing.
Signing the delivery receipt as “CLEAR” may limit your ability to file a future damage or shortage claim.

Defective products covered under a manufacturer's warranty should be reported to us first. We coordinate with the manufacturer on your behalf. Warranty resolution may take up to 4 weeks depending on the supplier.

Section 06

Return Process — Step by Step

Request a Return Authorization Number (RA#)

Contact us by phone at (931) 444-3335 (Mon–Fri, 9:30 AM–3:30 PM CT) or by email at info@continentalmedical.net. Provide your order number, the item(s) to be returned, and the reason. Do not ship any product back without an RA# — items received without prior authorization will not be credited.

Receive Return Instructions

We will confirm the RA# in writing along with return shipping instructions, the return address, applicable restocking fees, and whether a prepaid label is being provided. For error/defect returns we issue a prepaid call tag at our expense.

Package & Ship Within 30 Days of RA# Issuance

Pack the item securely in its original packaging. Write or print the RA# prominently on the outside of the return package. RA numbers expire after 30 days — expired RA#s must be reissued before the product can be returned.

Inspection & Credit Determination

Upon receipt, our team inspects the returned item (typically 2–5 business days). If the item does not qualify we will notify you and advise next steps. Issuance of an RA# does not guarantee a credit.

Refund or Credit Issued

Approved refunds are processed to the original payment method within 7–10 business days of inspection approval. Any applicable restocking fee is deducted before the refund is issued. Shipping charges are non-refundable unless the return is due to our error.

Section 07

Refunds & Timelines

Payment Method	Refund Method	Timeline After Approval
Credit / Debit Card (Stripe)	Refund to original card on file	5–10 business days (card issuer dependent)
ACH / Bank Transfer	ACH credit to originating account	3–5 business days
Facility Account / Net 30	Credit memo applied to account balance	Applied within 5 business days of approval
Check / Money Order	Company check mailed to billing address on file	7–14 business days
Medicare / Insurance-Billed Orders	Per payer coordination — we handle on your behalf	Varies by payer; contact us for status

⚠️

Original shipping charges are non-refundable unless the return is caused by Continental Medical's error (wrong item shipped, damaged in transit, or confirmed defective product). If all items in an order are returned due to our error, we will also refund the original shipping charge in full.

Questions About a Return?

Our team responds within one business day. For urgent equipment issues, call or text after hours at (931) 997-3338.
Mon–Fri 9:30 AM–3:30 PM CT · Saturday by appointment

✉ Start a Return 📞 (931) 444-3335

Continental Exquisites LLC · D/B/A Continental Medical Cleaning & Supplies · 670 Horace Crow Drive, Suite E, Clarksville, TN 37043 · EIN: 33-1540985 · Fax: (931) 225-4944 · info@continentalmedical.net

This Return & Refund Policy is effective as of March 2026 and supersedes all prior return policies. Continental Exquisites LLC reserves the right to modify this policy at any time. Changes will be posted to this page with an updated effective date. For products sourced from McKesson, Medline, or MedPlus, our ability to issue credit is contingent upon our suppliers' acceptance of the return under their respective policies — we will notify you if a supplier-side constraint affects your specific return. This policy does not constitute legal advice.