Returns and RMA Policy

Last Updated on: August 30, 2026

This policy describes MedixSafe LLC’s (“MedixSafe”) terms for product returns and the Return Merchandise Authorization (“RMA”) process.

1. All Sales Are Final

All sales are final. MedixSafe does not accept returns or exchanges for change of mind, incorrect product selection, ordering errors, or products no longer required.

Orders cannot be cancelled or changed after acceptance unless MedixSafe approves the request in writing. Any approved cancellation or change may be subject to costs already incurred, which will be communicated in advance.

Final sale terms do not affect eligible warranty claims, incorrectly supplied products, or rights under applicable law.

2. Defective, Damaged, or Incorrect Products

Contact MedixSafe promptly if a product:

• Appears defective or does not function as expected
• Arrives damaged
• Does not match the accepted order
• Is missing components or accessories included in the order

For shipping damage, retain the original packaging and take photographs of the product, packaging, and shipping label. Where possible, note visible damage on the carrier’s delivery receipt.

MedixSafe will assess the issue and determine the appropriate next steps under the applicable warranty, shipping terms, or purchase agreement.

3. Requesting an RMA

Before returning any product, contact MedixSafe through our support ticket form or call 1-855-633-4972.

Please provide:

• Company name and contact information
• Order, purchase order, or invoice number
• Product model and serial number, where applicable
• A description of the issue and when it occurred
• Photographs, videos, or other supporting information, where available

MedixSafe Support may request troubleshooting or additional information before authorizing a return. Some issues may be resolved remotely without returning the product.

4. Return Authorization

All returns require prior written approval and an RMA number issued by MedixSafe.

If a return is approved, MedixSafe will provide the return address, packaging requirements, shipping instructions, and any applicable return deadline.

An RMA authorizes the return of a product for assessment or an approved replacement process. It does not, by itself, confirm warranty eligibility or authorize a credit or refund.

Do not ship products to MedixSafe without authorization. Unauthorized shipments may be refused or returned at the sender’s expense, subject to applicable law and contractual terms.

5. Advance RMA Replacements

In some cases, MedixSafe may authorize an advance RMA replacement, allowing the customer to receive a new unit before returning the original unit.

Customers must retain and use the replacement unit’s packaging to securely package the original unit for return. The return must be shipped using the prepaid return label provided by MedixSafe and must follow the instructions and timeframe specified with the RMA.

Only the unit and accessories identified in the return instructions should be sent back. An advance replacement does not eliminate the customer’s obligation to return the original unit.

6. Preparing a Product for Return

Customers must follow the instructions provided with the RMA and:

• Remove all medications, controlled substances, sharps, and other contents
• Ensure the product is clean and free from biological or chemical contamination
• Use the packaging provided by MedixSafe for advance replacements, or other approved protective packaging for standard returns
• Clearly identify the RMA number on the outer shipping label or accompanying paperwork
• Include only the product and accessories requested by MedixSafe
• Use the return label provided by MedixSafe, where supplied
• Retain shipment tracking information

Never return medications or controlled substances to MedixSafe.

Before shipment, coordinate with MedixSafe Support regarding any required data backup, account disconnection, or device reset. Do not reset the product unless instructed, as diagnostic information may be needed.

Damage caused by inadequate return packaging may affect warranty coverage or result in additional charges.

7. Shipping and Associated Costs

MedixSafe will confirm shipping arrangements and responsibility for freight, insurance, customs clearance, duties, and taxes before an authorized return.

For advance RMA replacements, customers must use the packaging and prepaid return label provided by MedixSafe. Customers must not arrange an alternative shipping method without prior approval.

Expedited shipping or other services requested by the customer may incur additional charges, which will be disclosed in advance.

8. Inspection and Resolution

Returned products will be inspected and tested to determine the cause of the reported issue and applicable coverage.

Depending on the findings and governing terms, the resolution may include:

• Remote assistance or configuration guidance
• Repair of the product
• Replacement of affected components
• Replacement of the product, including an advance replacement where authorized
• Another remedy approved in writing or required by applicable law

Repair or replacement will be provided in accordance with the applicable warranty. This policy does not extend or replace the product’s warranty terms.

MedixSafe will communicate the assessment outcome and anticipated next steps. Resolution times depend on the issue, parts availability, and shipping requirements.

9. Out-of-Warranty Service

If a product is outside its warranty period, the issue is not covered, or no fault is found, assessment, repair, parts, and shipping charges may apply.

Any proposed charges will be communicated for customer approval before chargeable work proceeds. If the customer declines the proposed service, MedixSafe will coordinate the product’s return or another agreed disposition and confirm any applicable charges.

10. Credits and Refunds

Credits and refunds are not provided for final sale purchases unless expressly approved by MedixSafe in writing, required under a signed agreement, or required by applicable law.

Where approved, a credit or refund will generally be processed after the returned product has been received and inspected, if a return is required. MedixSafe will confirm the approved amount and method of processing.

Applicable credit documentation will reference the original invoice and purchase order, where available.

11. Software and Subscriptions

Software subscriptions and service fees are governed by the applicable subscription agreement, order form, and terms of service.

An RMA, repair, or hardware replacement does not automatically cancel a subscription or entitle the customer to a refund of subscription or service fees.

12. Governing Agreements and Applicable Rights

If this policy conflicts with a signed agreement between MedixSafe and the customer, the signed agreement will govern to the extent of the conflict.

Nothing in this policy excludes or limits rights or remedies that cannot be excluded or limited under applicable law.

13. Contact

For product issues, warranty assistance, or an RMA request:

MedixSafe Support
Submit a support ticket
Phone: 1-855-633-4972

Please obtain written authorization and shipping instructions before sending any product to MedixSafe.