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Refund and Returns Policy

Last Updated: 14-08-2026

Thank you for choosing AAA Medical Supply LLC for your durable medical equipment (DME) and medical supply needs. Because AAA Medical Supply LLC provides medical equipment and supplies that may be furnished based on medical necessity and billed to insurance or another applicable payer, returns, replacements, credits, and refunds may be subject to insurance requirements, payer policies, product-specific restrictions, and applicable law.

This Return, Refund, and Order Fulfillment Policy explains the procedures and conditions applicable to products provided by AAA Medical Supply LLC.

By requesting, accepting, or receiving products from AAA Medical Supply LLC, you acknowledge and agree to the applicable terms of this policy.

1. Returns

1.1 Return Eligibility

A return or replacement request may be considered when:

  • The product received is defective or damaged upon delivery.
  • The product supplied is materially different from the product that was ordered or authorized.
  • The wrong product, size, quantity, or item was supplied.
  • The product is eligible for return under the applicable manufacturer, payer, or AAA Medical Supply LLC policy.
  • The product is subject to a recall or other safety-related return requirement.

Because many DME products and medical supplies are intended for individual patient use, certain products may not be eligible for return after delivery, opening, dispensing, or use.

1.2 Return Request Procedure

To request a return, replacement, or product-related resolution:

  • Contact AAA Medical Supply LLC Customer Support using the contact information provided below as soon as possible after receiving the product.
  • Provide your order number, patient/customer information, product name or description, and a description of the issue.
  • Provide photographs or other documentation of damage or defects when requested.
  • Allow AAA Medical Supply LLC to review the request and determine whether the item qualifies for return, replacement, exchange, repair, credit, or another resolution.
  • Do not ship a product back to AAA Medical Supply LLC unless return instructions or authorization have been provided.

For certain products, AAA Medical Supply LLC may require an authorization or return merchandise authorization (RMA) before accepting a return.

1.3 Conditions for Return

When a product is approved for return, it may be required to meet the following conditions:

  • The product must be unused, where applicable.
  • The product must be returned in its original packaging when reasonably possible.
  • All applicable accessories, manuals, components, and related materials should be included.
  • The product must be returned within the timeframe specified by AAA Medical Supply LLC, the manufacturer, or the applicable payer.
  • The product must not have been altered, misused, contaminated, or damaged after delivery, except where the issue is attributable to the original shipment or product defect.

Certain products may have additional return requirements because of health, safety, infection-control, regulatory, or manufacturer restrictions.

1.4 Non-Returnable or Restricted Items

Certain items may not be eligible for return after delivery, opening, dispensing, or use, including products for which return is prohibited or restricted by applicable law, payer requirements, manufacturer policies, or health and safety considerations.

Examples may include, depending on the circumstances:

  • Used medical equipment or supplies.
  • Opened or used supplies intended for individual patient use.
  • Products that have been contaminated or exposed to bodily fluids.
  • Products that cannot be hygienically or safely resold.
  • Custom-made or specially ordered products.
  • Custom-fitted orthoses or other customized items.
  • Customized diabetic shoes or inserts, where applicable.
  • Certain compression products or lymphedema treatment items.
  • Certain ostomy, tracheostomy, urological, enteral, parenteral, infusion, and wound-care supplies.
  • Products specifically identified as non-returnable by the manufacturer or payer.
  • Products that have been altered, modified, or damaged after delivery due to misuse or improper handling.

The determination of whether a product is returnable may depend on the individual product, its condition, applicable payer requirements, and applicable law.

2. Insurance-Billed Products

2.1 Insurance Claims

AAA Medical Supply LLC may submit claims for eligible products to your health insurance plan, Medicare, Medicaid, or another applicable payer.

Insurance coverage is determined by the applicable payer and your individual benefit plan. Submission of a claim does not guarantee payment or coverage.

2.2 Refunds and Credits for Insurance-Billed Orders

For products billed to insurance, a traditional refund to the patient may not always apply.

Depending on the circumstances, a returned product may result in:

  • A claim adjustment or reversal.
  • An insurance credit.
  • A replacement product.
  • A corrected claim.
  • A refund or credit to the party that made the applicable payment, where required.
  • Another resolution required by the applicable payer.

AAA Medical Supply LLC will handle refunds, credits, claim adjustments, and overpayments in accordance with applicable payer requirements and applicable law.

If you have personally paid an amount for which a refund is required, any applicable refund will generally be issued according to the payment method and refund procedures permitted by applicable law and payer requirements.

3. Refunds

3.1 Refund Eligibility

A refund may be available when:

  • AAA Medical Supply LLC determines that a payment was made in error.
  • A payment exceeds the amount properly owed.
  • A returned product qualifies for a refund under the applicable return policy.
  • A payer requires a refund or adjustment.
  • AAA Medical Supply LLC determines that a refund is appropriate under applicable law or policy.

A refund is not automatically available merely because a product was received. Certain DME and medical supplies cannot be returned or refunded after delivery, opening, dispensing, or use.

3.2 Refund Processing

Where a refund is approved:

  • The applicable product or payment information may be reviewed before the refund is processed.
  • Insurance claims may need to be adjusted before a refund can be issued.
  • Refunds to patients or customers will generally be made using the original payment method where reasonably possible.
  • Processing times may vary depending on the payment method, insurance claim status, payer requirements, financial institution, and other circumstances.
  • AAA Medical Supply LLC may require additional information to verify the payment or refund request.

The timing of an insurance adjustment or reimbursement is controlled in part by the applicable payer and may take longer than a standard consumer payment refund.

3.3 Overpayments

If AAA Medical Supply LLC receives an overpayment from a patient, customer, insurance company, government program, or other payer, the overpayment may be returned, credited, or otherwise handled in accordance with applicable law and payer requirements.

4. Product Defects, Damage, and Incorrect Items

If an item arrives damaged, defective, or incorrect, please contact AAA Medical Supply LLC as soon as possible.

Depending on the circumstances, AAA Medical Supply LLC may:

  • Replace the item.
  • Arrange a return.
  • Provide a manufacturer-approved replacement or warranty solution.
  • Correct an order.
  • Adjust an applicable insurance claim.
  • Provide another appropriate resolution.

Customers should retain the original packaging and product information until the issue has been resolved.

5. Manufacturer Warranties

Certain DME products may be covered by a manufacturer’s warranty.

Where applicable, warranty claims may be subject to the manufacturer’s terms, exclusions, documentation requirements, and procedures.

AAA Medical Supply LLC may assist with communicating a warranty issue to the manufacturer but does not independently extend or modify a manufacturer’s warranty.

6. Order Fulfillment

6.1 Order and Documentation Processing

Because many products provided by AAA Medical Supply LLC are medical equipment or supplies billed to insurance, fulfillment may require additional steps before an order can be shipped or delivered.

Depending on the product and payer, fulfillment may require:

  • Verification of patient information.
  • Verification of insurance eligibility and benefits.
  • A valid prescription or healthcare provider order.
  • Documentation of medical necessity.
  • Prior authorization.
  • Medical records or supporting documentation.
  • Confirmation of product availability.
  • Completion of applicable payer requirements.

An order may not be fulfilled until required documentation and authorization have been received and verified.

6.2 Processing and Fulfillment Times

AAA Medical Supply LLC will make reasonable efforts to process and fulfill approved orders as promptly as possible.

Processing and delivery times may vary depending on:

  • Product availability.
  • Insurance verification.
  • Prior authorization.
  • Required medical documentation.
  • Healthcare provider response times.
  • Payer requirements.
  • Manufacturer availability.
  • Shipping or delivery conditions.
  • Circumstances beyond AAA Medical Supply LLC’s reasonable control.

The appearance of a product on the website does not guarantee immediate availability or delivery.

6.3 Shipment and Delivery

When applicable, products may be delivered through a third-party shipping carrier or another delivery service.

Tracking information may be provided when available.

Customers should inspect packages upon delivery and report visible damage, missing items, or incorrect products as soon as reasonably possible.

For certain large or specialized DME products, delivery, setup, installation, or equipment pickup may be handled according to product-specific procedures.

6.4 Delayed or Undelivered Orders

If a product is delayed, lost, damaged during shipment, or otherwise not delivered as expected, contact AAA Medical Supply LLC Customer Support.

We will investigate the issue and, where appropriate, coordinate with the shipping provider, manufacturer, insurance payer, or other applicable party.

Depending on the circumstances, the resolution may include replacement, reshipment, delivery coordination, claim adjustment, or another appropriate remedy.

7. Refusal or Cancellation of an Order

AAA Medical Supply LLC may decline, delay, or cancel fulfillment when:

  • Required insurance information cannot be verified.
  • Required medical documentation or prescription information is missing.
  • The applicable payer does not authorize or cover the requested product.
  • The requested product is unavailable.
  • The product has been discontinued or recalled.
  • The order contains inaccurate, incomplete, or fraudulent information.
  • Fulfillment would violate applicable law, payer requirements, manufacturer restrictions, or other applicable requirements.

Where an order is canceled and a patient or customer has made an eligible payment, AAA Medical Supply LLC will determine whether a refund or credit is appropriate based on the applicable circumstances.

8. Product Exchanges and Replacements

Exchanges or replacements are not guaranteed and are subject to product availability, payer requirements, manufacturer policies, medical necessity, and applicable law.

For some products, a replacement may require a new prescription, authorization, documentation, or insurance approval.

9. Contact Information

For questions regarding returns, refunds, replacements, insurance billing, order status, or fulfillment, please contact:

AAA Medical Supply LLC

Address: 7069 TAYLORSVILLE RD STE G HUBER HEIGHTS, OH 45424-3184 United States

Phone: +1 (937) 216-5165

Email:  support@aaamedicalsupplyllc.com

When contacting us, please provide your order number or other relevant information so that we can locate your records and assist you efficiently.

10. Changes to This Policy

AAA Medical Supply LLC reserves the right to update, modify, or revise this Return, Refund, and Order Fulfillment Policy at any time.

Changes will become effective when posted on the website unless otherwise stated. We encourage you to review this policy periodically for updates.

By using the AAA Medical Supply LLC website or receiving products from us, you acknowledge that you have read and understood this Return, Refund, and Order Fulfillment Policy, subject to any rights and protections provided to you under applicable law.