Refund and Returns Policy
Effective Date: 26th March, 2024
At Signature LTC Supplies, we work to provide dependable incontinence supplies, fall prevention products, and long term care essentials with clear policies and responsive support. Please read this Refund and Returns Policy carefully before placing an order.
1. All Sales Are Final
Please be sure to select products that accurately satisfy your needs, as all sales are final.
Because many of the products we sell are personal care and long term care related items, we generally do not accept returns, exchanges, or refunds for products once an order has been placed and processed, except where required by law or where we determine that an exception is appropriate under this policy.
2. Damaged, Defective, or Incorrect Items
If you receive a product that is damaged, defective, or different from what you ordered, please contact us as soon as possible after delivery so we can review the issue.
When contacting us, please include:
- your full name,
- your order number,
- a description of the issue, and
- clear photos of the item, packaging, and shipping label if available.
After review, we may, at our sole discretion, offer one of the following resolutions where appropriate:
- a replacement item,
- store credit, or
- a refund to the original payment method.
We reserve the right to request additional information before approving any replacement, credit, or refund request.
3. Change of Mind or Incorrect Product Selection
Because all sales are final, we do not generally offer refunds or returns for change of mind, ordering the wrong item, ordering the wrong quantity, or selecting a product that does not meet your preferences after purchase.
We encourage customers to carefully review product descriptions, sizing, absorbency levels, compatibility details, and quantities before completing checkout.
4. Order Changes and Cancellations
If you need to request a change or cancellation, please contact us immediately after placing your order.
We cannot guarantee that an order can be changed or canceled once it has been submitted, especially if it has already been processed, packed, or prepared for shipment.
If we are able to stop processing the order before shipment, we may cancel the order and issue a refund to the original payment method. If the order has already been processed or shipped, the order may no longer be eligible for cancellation.
5. Shipping Delays and Availability Issues
We work to process and ship orders promptly. Typical shipping times may vary depending on location, inventory, carrier conditions, holidays, weather, and other factors outside our control.
If a product becomes unavailable or we are unable to fulfill your order, we may cancel the affected item or order and issue a refund for the unavailable portion of the purchase.
If there is a material shipping delay and we are unable to ship within the promised or reasonably expected timeframe, we may contact you with an update and, where applicable, provide the option to continue waiting or cancel the affected item or order.
6. Lost, Missing, or Marked Delivered Packages
If your tracking information shows that your package was delivered but you cannot locate it, please first check around the delivery location, with household members, building management, front desk personnel, or neighbors if applicable.
If you still cannot locate the package, please contact the shipping carrier and then contact us so we can review the situation with you.
We are not responsible for packages that are lost due to an incorrect shipping address provided by the customer, unsecured delivery locations, or carrier delivery issues outside our control. However, we will make reasonable efforts to assist you in investigating the issue.
7. Return Authorization
Returns are not accepted unless specifically authorized by Signature LTC Supplies in writing.
If we approve a return in an exceptional case, we will provide instructions for how and where the item should be sent. Items returned without authorization may be refused or may not be eligible for review, replacement, credit, or refund.
8. Condition of Items for Any Approved Return
If a return is approved, the item must be sent back in the condition specified in the return instructions provided by us.
We may decline a refund, exchange, or credit if an item returned under an approved exception:
- is not the item originally shipped,
- is missing parts or original packaging where required for review,
- shows signs of misuse, damage, or mishandling after delivery, or
- does not match the issue reported to us.
9. Refund Method and Timing
If a refund is approved, it will generally be issued to the original payment method used at checkout unless otherwise agreed in writing.
Please note that once a refund is processed on our side, your bank, card issuer, PayPal, or payment provider may require additional time to post the refund to your account.
10. Shipping Charges
Original shipping charges are generally non refundable unless the return or refund is due to our error, a damaged item, a defective item, an incorrect shipment, or unless otherwise required by law.
If a return is approved under an exception, responsibility for return shipping costs will be determined based on the reason for the return and the circumstances of the request.
11. Non Returnable Items
Unless otherwise required by law or specifically approved by us in writing, the following are generally not eligible for return or refund once processed or delivered:
- personal care items,
- opened or used products,
- items purchased in error by the customer,
- items no longer needed, and
- items returned without prior authorization where authorization is required.
12. Refused Deliveries and Undeliverable Packages
If an order is refused by the recipient or returned as undeliverable due to an incorrect or incomplete shipping address provided by the customer, we reserve the right to deduct any carrier charges, return shipping charges, or handling costs from any refund issued, where permitted by law.
13. Contact Us About a Refund or Return Issue
If you need help with an order issue, please contact us with your order details and a description of the problem.
Signature LTC Supplies
4022 Sunrise Boulevard, STE 120 PMB#187
Rancho Cordova, California 95742
United States
Phone: 916-500-3303
Text: 916-572-4333
Fax: 916-244-7344
Email: Info@signaturemedical.us
14. Policy Updates
We may update this Refund and Returns Policy from time to time to reflect changes in our products, operations, shipping practices, or legal requirements. Any updates will be effective when posted on this page with a revised effective date.
15. Your Legal Rights
Nothing in this policy is intended to limit any rights you may have under applicable law.