LAC Health Return, Refund, and Shipping Policy

Effective Date: April 3, 2025

Welcome to LAC Health (“Lac,” “we,” “us,” or “our”). We are committed to providing high-quality medical equipment and supplies alongside exceptional customer service through our website, www.lac.us (the “Site”). We strive for your complete satisfaction with every purchase. This policy outlines the terms, conditions, and procedures for returning products, requesting refunds, and details our shipping practices. Please read this policy carefully before making a purchase. By placing an order on our Site, you agree to the terms outlined herein.

1. Definitions

• Product: Any medical equipment, supply, or item offered for sale on the Site.
• Original Condition: The Product is unused, unaltered, undamaged, complete with all parts, accessories, manuals, and documentation, and in its original, unopened, and undamaged manufacturer packaging.
• Proof of Purchase: Original order confirmation email, order number, or packing slip.
• RMA: Return Merchandise Authorization number provided by LAC Health customer support.
• Business Day: Monday through Friday, excluding federal holidays in the United States.

2. Return Eligibility

You may be eligible to initiate a return for a refund or exchange, subject to the conditions below:

• Timeframe: The return request must be initiated within thirty (30) calendar days from the date the order was delivered (as confirmed by carrier tracking).
• Condition: The Product must be in its Original Condition (as defined in Section 1). Products returned in a condition other than Original Condition may be rejected or subject to restocking fees (see Section 6).
• Proof of Purchase: You must provide valid Proof of Purchase.
• RMA: You must obtain an RMA number from our customer support team before returning any Product (see Section 5).
• Exclusions: The Product must not be listed under Section 3 (Non-Returnable Items).

We reserve the right to refuse any return that does not meet these eligibility requirements.

3. Non-Returnable Items

Due to health, safety, hygiene regulations, or specific product characteristics, the following items are strictly non-returnable and non-refundable, unless received damaged or defective (see Section 8):

• Personal Protective Equipment (PPE) where the packaging has been opened or compromised (e.g., masks, gloves, face shields, gowns).
• Sterile and disposable products (e.g., syringes, needles, catheters, bandages, testing supplies).
• Products with broken hygiene seals or opened packaging that compromises sterility or usability.
• Diagnostic equipment that has been used or registered.
• Therapeutic devices that come into contact with the body (e.g., certain braces, respiratory therapy masks/tubing) if opened or used.
• Custom-ordered or specially configured Products.
• Clearance, final sale, or “as-is” items.
• Products requiring special storage conditions (e.g., refrigeration) if not handled according to specified requirements upon receipt.
• Software or digital products.

Please carefully review the product description page or contact our customer support team at [email protected] or (703) 904-6308 if you are unsure about the return eligibility of a specific item BEFORE purchasing.

4. Return Process

To initiate a return for an eligible item, please follow these steps:

1. Contact Customer Support: Email us at [email protected] or call (703) 904-6308 within the 30-day eligibility window. Provide your order number, the item(s) you wish to return, and the reason for the return.
2. Obtain RMA Number: Our customer support team will review your request. If eligible, they will provide you with an RMA number and specific return shipping instructions, including the return address. Returns received without a valid RMA number clearly marked on the outside of the package may be refused or significantly delayed.
3. Package the Item: Securely pack the Product in its Original Condition and original packaging. Include all accessories, manuals, and documentation. Ensure the item is well-protected to prevent damage during transit.
4. Ship the Item: Ship the package back to the address provided using a trackable and insured shipping method. You are responsible for all return shipping costs unless the return is due to our error (incorrect item shipped) or a confirmed damaged/defective product (see Section 8). We recommend retaining proof of shipment and tracking information. LAC Health is not responsible for items lost or damaged during return transit.
5. Mark the Package: Clearly write the provided RMA number on the outside of the shipping box (not the product packaging itself).

5. Inspection and Acceptance

Upon receiving your return, LAC Health will inspect the Product(s) within approximately five (5) to seven (7) Business Days to verify they meet the eligibility criteria (Section 2) and are in Original Condition.

• If the return is approved, we will process your refund according to Section 7.
• If the return is rejected (e.g., item is used, damaged, missing parts, outside the return window, or a non-returnable item), we will notify you via email. You will have the option to have the item shipped back to you at your expense. Items not claimed within 15 days of notification may be disposed of.
• If the item is returned in a condition that is not the Original Condition but is deemed acceptable for restocking (at our sole discretion), a restocking fee may apply (see Section 6).

6. Restocking Fees

A restocking fee may be applied to returns under certain circumstances, including but not limited to:

• Products returned in opened packaging (where permissible for return).
• Products returned with missing minor accessories or documentation but otherwise acceptable.
• Returns accepted outside the standard policy under special circumstances (at our discretion).

The restocking fee will typically range from 15% to 25% of the Product’s purchase price, deducted from your refund amount. This fee covers the costs associated with inspecting, repackaging, and processing the returned item. You will be notified if a restocking fee applies to your return.

7. Refunds

• Method: Approved refunds will be issued to the original form of payment used for the purchase.
• Timing: Please allow approximately seven (7) to ten (10) Business Days for the refund to be processed after the returned item has been received, inspected, and approved by LAC Health. Your financial institution may take additional time to post the credit to your account.
• Amount: The refund amount will be for the original purchase price of the returned Product(s), less any applicable shipping charges and restocking fees (if any).
• Shipping Costs: Original shipping costs paid by the customer are non-refundable. Return shipping costs are the responsibility of the customer, except as noted in Section 8.
• Promotions/Discounts: If the Product was purchased using a promotional discount or coupon, the refund will reflect the discounted price paid.

8. Damaged, Defective, or Incorrect Items

We take great care in packaging and shipping orders correctly. However, if you receive an item that is damaged in transit, defective upon arrival, or if you received the wrong item, please follow these steps:

1. Notify Us Promptly: Contact our customer support team at [email protected] or (703) 904-6308 within three (3) Business Days of receiving the shipment. Please provide your order number and details of the issue.
2. Provide Evidence: We may request photographic or video evidence of the damage, defect, or incorrect item to expedite the resolution process. Please retain all original packaging materials.
3. Resolution: Upon verification, we will work with you to provide a suitable resolution, which may include (at our discretion):
   • Sending a replacement item.
   • Arranging for repair (if applicable).
   • Providing a pre-paid return shipping label for the damaged/defective/incorrect item and issuing a full refund upon its return and inspection.

Failure to report damaged, defective, or incorrect items within the 3-business-day timeframe may affect our ability to provide a remedy. Do not discard the item or packaging until instructed by our support team.

9. Shipping Policy

• Carrier: We primarily ship orders via FedEx.
• Processing Time: Orders are typically processed and shipped within one (1) to two (2) Business Days of order placement and payment verification.
• Shipping Costs: Shipping costs are calculated in real-time during checkout based on the weight, dimensions, destination, and selected FedEx service level, utilizing the FedEx API. These costs are borne by the customer.
• Expedited Shipping: We offer various expedited FedEx shipping options. Costs for these services are calculated at checkout.
• Free Shipping: We generally do not offer free shipping on standard orders.
• B2B/B2G/Reseller Shipping Quotes: Business-to-Business, Business-to-Government, and Reseller clients may contact our support team at [email protected] to request revised shipping quotes or discuss potential permanent shipping discounts for future orders based on volume or account status.
• Delivery Times: Estimated delivery times provided at checkout are based on carrier estimates and are not guaranteed. Delays may occur due to weather, carrier issues, or other unforeseen circumstances.
• Risk of Loss: Risk of loss and title for items purchased pass to you upon our delivery of the items to the carrier (FedEx). We are not responsible for delays, loss, or damage caused by the carrier after shipment, though we will assist with claims where appropriate (see Section 8 for initial damage).
• Address Accuracy: You are responsible for providing a complete and accurate shipping address. We are not liable for orders shipped to incorrect addresses provided by the customer. Additional shipping charges may apply for rerouting or reshipping orders due to address errors.
• Shipping Restrictions: We reserve the right to restrict shipping to certain locations or for certain products based on regulatory or logistical constraints.

10. Manufacturer Warranties

Many Products sold on our Site may be covered by a manufacturer’s warranty. This Return & Refund Policy does not override or replace any manufacturer warranty. For issues covered under a manufacturer’s warranty (typically defects arising after initial use but within the warranty period), please refer to the warranty documentation included with the Product or contact the manufacturer directly. Our customer support team may be able to provide manufacturer contact information upon request.

11. Policy Modifications

LAC Health reserves the right to modify or update this Return, Refund, and Shipping Policy at any time without prior notice. Changes will be effective immediately upon posting the revised policy on our Site. The Effective Date at the top of the policy will indicate the date of the latest revision. Your continued use of the Site and purchase of Products after any changes constitutes your acceptance of the revised policy.

12. Governing Law and Dispute Resolution

This Policy and any disputes arising out of or related to it or your purchase of Products from LAC Health shall be governed by and construed in accordance with the laws of the Commonwealth of Virginia, without regard to its conflict of law principles. Any legal suit, action, or proceeding arising out of or related to this Policy or the Products shall be instituted exclusively in the federal or state courts located in Fairfax County, Virginia. You waive any and all objections to the exercise of jurisdiction over you by such courts and to venue in such courts.

13. Limitation of Liability

To the maximum extent permitted by applicable law, LAC Health shall not be liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits or revenues, whether incurred directly or indirectly, or any loss of data, use, goodwill, or other intangible losses, resulting from (a) your access to or use of or inability to access or use the products; (b) any conduct or content of any third party on the services; or (c) unauthorized access, use, or alteration of your transmissions or content.

14. Contact Us

If you have any questions or concerns regarding this Return, Refund, and Shipping Policy, please contact us:

LAC Health
10304 Eaton Pl Suite 100
Fairfax, VA 22030, United States
Website: www.lac.us
General/Return Inquiries Email: [email protected]
B2B/B2G/Reseller Support Email: [email protected]
Legal Inquiries Email: [email protected]
Phone: (202) 883-3261

Thank you for choosing LAC Health for your medical equipment needs. We appreciate your business and are committed to providing a transparent and fair process.