Returns & Exchanges
Durable medical equipment has different return rules than ordinary retail, mostly for hygiene and regulatory reasons. Please read this before requesting an item.
Items that cannot be returned
For health and safety reasons, the following cannot be returned or exchanged once they have been worn, fitted, or removed from sealed packaging:
- Compression garments and stockings
- Breast prostheses, mastectomy bras, and nipple prostheses
- Diabetic shoes and inserts once worn or heat-molded
- Cranial prostheses once worn
- Bandaging supplies and any single-use consumable once opened
Custom-fabricated items
Anything made to your measurements or molded from a model or scan of your body is non-returnable and non-refundable. This includes custom compression garments, custom-molded diabetic shoes and inserts, and custom breast prostheses. We confirm measurements with you before fabrication begins for exactly this reason.
What we will always fix
If an item arrives damaged, is defective, or is not what you requested, contact us within 14 days and we will replace it at no cost to you. Manufacturer warranty issues are handled through us rather than leaving you to deal with the manufacturer.
Fit problems
If a ready-to-wear item does not fit and has not been worn outside of trying it on, contact us within 14 days. We will work with you on an exchange for the correct size. This is a judgment call on our end and we lean toward taking care of the patient.
Insurance-billed items
Items billed to your insurance follow your plan's rules and applicable Medicare or Medicaid regulations, which may differ from the above. We will explain what applies to your specific item before it ships.
How to start a return
Call 651-703-0388 or email info@flowmedicalmn.com and tell us what went wrong. Do not ship anything back before contacting us.