Refund & Return Policy
Last updated: 1 October 20261Overview
At Carelink Solutions LLC, we want you to be comfortable with your order. If you are not satisfied, we aim to make the return process simple and clear. Because braces and medical supplies are health products, there are strict hygiene and safety rules about what we can take back, so please read this policy before you start a return.
Important: Returns must be started within 30 days of the delivery date. After that, we cannot accept returns or process refunds.
2Return eligibility
To be eligible for a return, your item must meet all of these conditions:
- You request the return within 30 days of the confirmed delivery date
- The product is completely unused: not worn, applied or fitted to the body
- The product is in its original packaging, with all tags, instructions and accessories included
- The product has not been altered, modified or customized in any way
- You have a valid order confirmation or proof of purchase from Carelink Solutions LLC
We inspect every returned item before we approve a refund. Items that do not meet these conditions will be sent back to you at your expense.
3Non-returnable items
For patient safety, the following items cannot be returned or refunded:
- Any product that has been worn, used or fitted to the patient's body
- Products with broken seals, removed tags or missing original packaging
- Items marked single-use or non-returnable on their product page
- Products that were custom-fitted or specially ordered for a specific patient
- Items damaged through misuse, neglect or unauthorized repairs
- Products returned after the 30-day window
Why we have this rule: once a brace or support has been worn or applied to the body, it cannot be resold. This protects every patient from receiving previously used medical equipment.
4How to start a return
Please follow these steps:
- Contact us by phone at +1 (832) 681-6882 or by email at admin@carelinksolutionsllc.com within 30 days of delivery.
- Give us your order number, the product name and the reason for the return.
- If we approve the request, we will send you a Return Merchandise Authorization (RMA) number and return instructions.
- Pack the item securely in its original packaging and write the RMA number clearly on the outside of the box.
- Ship the item to the address in your return instructions. We recommend a trackable shipping method.
Please do not send anything back without an RMA number. Returns without one will not be processed and may be refused or discarded.
Return shipping costs are your responsibility, unless the return is due to a mistake on our part or a manufacturer defect.
5Refunds
Once we receive and inspect your return, we will tell you within 7 business days whether the refund is approved.
If approved, we process your refund within 7 business days to your original payment method. Please keep in mind:
- Card refunds may take up to 5 more business days to appear on your statement, depending on your bank
- Original shipping fees are non-refundable unless the return is due to our error
- We may issue a partial refund if an item comes back in a condition different from the original, or without its accessories
If you have not received your refund within 10 business days of approval, please contact us so we can look into it right away.
6Insurance-billed orders
If your order was billed to insurance, returns and refunds involve extra steps so that we follow billing rules.
- We must tell your insurance provider about any returned item
- We only refund the out-of-pocket amounts you paid yourself, such as co-pays and deductibles
- Insurance payments made on your behalf go back to the insurer, not to you
Please contact us to discuss your options, as each case can depend on your coverage and your insurer's rules.
7Damaged or defective items
If your product arrives damaged, defective or incorrect, please contact us within 5 business days of delivery. We will arrange a replacement or a full refund at no extra cost to you.
To speed things up, please have these ready:
- Your order number and delivery date
- A short description of the damage or defect
- Photos of the item and its packaging, if possible
8Exchanges
We do not offer direct exchanges. If you need a different size, model or product, please return the original item (if it is eligible) and place a new order.
Our team is happy to help you choose the right product before you order. Call us or message us on WhatsApp with any questions about sizing or compatibility.
9Contact us
Questions about returns or refunds? We are happy to help.