Refund policy

We work hard to help you select the right product the first time. This page explains how shipping, returns, and refunds work. Product-specific return criteria on product pages control if they differ.

Diamond Respiratory Care, Inc.
1403 Palmyrita Ave, Riverside, CA 92507
Phone (800) 977-3002 · customerservice@diamondrx.com

How your order ships

  • Processing time: Orders typically ship within 2 business days. Prescription-required items (such as portable oxygen concentrators) ship after we have received and verified a valid prescription.
  • Shipping methods: Smaller items ship via ground carrier (UPS/FedEx/USPS). Large items such as beds, lift chairs, and power wheelchairs ship via freight carrier; the carrier will contact you to schedule delivery. Some items will be delivered by Diamond employees — we will contact you directly.
  • Freight deliveries — inspect before signing. Please inspect large items at delivery. If you see any damage to the packaging or product, note it on the delivery receipt before signing. If damage is significant, you may refuse the delivery — call us right away at (800) 977-3002 and we’ll make it right. Damage noted on the delivery receipt is much easier for us to resolve quickly.

30 days, with a Return Authorization

Most items may be returned within 30 days of delivery for a refund, subject to the conditions below. Return shipping is the customer’s responsibility unless Diamond made an error or the item arrived damaged or defective.

To qualify for a refund, a returned item must:

  1. Be in new, unused condition. Items showing signs of use — scratches, dirty or marked tires or casters, broken or scuffed plastic, worn upholstery, or recorded usage hours on powered equipment — cannot be accepted as new.
  2. Be in its original packaging. Replacement packaging for lift chairs and scooters can be purchased by calling our office.
  3. Have a Return Authorization (RA) number. Request one within 30 days of delivery. Returns received without an RA number will not be credited.
  4. Ship within 14 days of the date we issue your RA number and return-shipping instructions.

How to request a Return Authorization

Call (800) 977-3002 or email customerservice@diamondrx.com — please include your order number, name, and the item number you’re returning.

Items that cannot be returned

For health and hygiene reasons, the following cannot be returned once packaging has been opened:

Respiratory and hygiene items

  • CPAP/BiPAP masks, cushions, tubing, filters, and humidifier chambers
  • Nasal cannulas, oxygen tubing, and related oxygen supplies
  • Nebulizer kits, mouthpieces, and masks
  • Bath safety equipment
  • Mattresses
  • Cushions and backs that have been removed from their sealed packaging

Portable oxygen concentrators

May be returned within 30 days if unused, in original packaging, with 10 hours or fewer on the meter, subject to a 25% restocking fee. Units exceeding 10.1 hours, and opened battery or accessory packages, cannot be returned.

Custom and made-to-order items

These are built to your specifications and cannot be returned:

  • Ultralightweight wheelchairs
  • Sport wheelchairs
  • Handcycles
  • Lift chairs with custom fabrics and/or heat and massage
  • Golden Technologies PR-502 lift chairs
  • Tracer IV custom heavy-duty wheelchairs

Beds

The following cannot be returned:

  • Semi-electric home care beds
  • Full electric homecare beds
  • Bariatric beds
  • Bed rails
  • Bed accessories

Open-box items are sold as-is and are final sale.

Restocking Fees

A 35% restocking fee applies to returns of:

Portable oxygen concentrators: 25% restocking fee (see above) — takes precedence over the 35% list where applicable.

Pickup fees apply separately where applicable and are not included in the restocking fee.

Return Shipping

Unless Diamond made an error, return freight is the customer’s responsibility. Once you have your RA number, we’re happy to help you choose a shipping method. We strongly recommend insuring larger items for their retail value to protect against damage in transit.

Please follow the return-shipping instructions included with your RA number. If an item is returned to the wrong address, Diamond reserves the right to charge additional shipping fees to route it correctly. If a scheduled carrier pickup is missed, a $10 fee per missed pickup may apply.

Cancelled and Refused Orders

Orders cancelled after the item has shipped follow the standard return policy: accept the delivery, request an RA number, and ship the item back.

If delivery is refused (other than freight damage noted at delivery — see Shipping above), return shipping costs are deducted from your credit and a 25% restocking fee (minimum $25) applies. Second-day and next-day shipping charges are not refunded on refused deliveries.

Refunds

Once your return is received and inspected, we issue your refund to the original payment method within 5–10 business days. If you paid by check or money order, we will issue a refund check within 30 days.

Damaged or Defective Items

If your item arrives damaged or is defective, call (800) 977-3002 or email customerservice@diamondrx.com and we will arrange prompt repair or replacement at no cost to you. After the 30-day return window, defective products are covered by the manufacturer’s warranty — we’re glad to help you with the warranty claim process.

Diamond Respiratory Care · 1403 Palmyrita Ave, Riverside, CA 92507 · (800) 977-3002