Warranty Policy


Policy Outline

All warranties require authorization from KCI. Please Click here to request warranty repair/replacement and KCI will get back to you within 24-48 business hours. Warranties will be authorized in accordance with the following policy. If it is deemed that the product is under warranty, a KCI sales representative will provide the customer with return instructions. Products will not be accepted by KCI for return if not first authorized by KCI.

Returns for Credit

Returns for credit must be made within thirty (30) days of the invoice date and will be evaluated on a part-by-part basis. Authorization of restock returns is at the sole discretion of KCI, Inc. If a part is authorized for return and is a customer error, 20% of the purchase price will be applied as a standard restocking charge. Parts must be new, unused, and contain all the original packaging, instruction manuals and accessories.

Warranty Returns

Products to be returned must be within the applicable warranty period, 1 year from date received by customer. However, all items require a completed warranty request form prior to the issuance of a Return Authorization Number for a valid warranty claim. If applicable, a KCI representative will notify the customer. Final disposition of the returned product will often require consultation with KCI suppliers. The customer may request that a replacement be sent immediately, (pending determination by the KCI supplier). The replacement product will be billed to the customer’s account in accordance with our standard payment terms. Then, once a final decision on the return is made, a credit will be issued if the warranty claim is allowed. However, if the product is not covered by the warranty, the original product will be returned to the customer.

Non-Warranty Returns

If the customer wishes to return a product for repair that is no longer within the warranty period, or for damage not covered by the warranty, the sales representative will advise the customer of the estimated cost of the repair.

Return of the product will be the authorization to repair and agreement to pay for the cost of repair, whether or not it exceeds the original estimate.

Non-Cancelable/ Non-Returnable /Custom Order Returns

The return of all non-cancelable, non-returnable, custom order parts is subject to acceptance by the original manufacturer.

Defective custom order returns will only be allowed based on the Vendor’s acceptance, even if the product is defective out of the box. However, under no circumstances will credit be given without vendor authorization. If deemed allowable, the product will be sent to the manufacturer for repair or replacement, at their option. Click here for full KCI policy- warranty, return, and software.