Return Policy

Dahl Medical Supply Return & Cancellation Policy

At Dahl Medical Supply, we want you to feel confident in your purchase. Because many of the products we sell are medical equipment, return eligibility varies depending on the type of product, manufacturer requirements, and whether the product has been opened or used.

Please review the policy below before making a purchase or requesting a return.

All returns must be approved by Dahl Medical Supply before they are returned or shipped.

General Return Policy

Unless a different product-specific policy is listed below:

  • Return requests must be made within 14 days of purchase or delivery.

  • Products must be new, unused, unopened, and in their original manufacturer packaging.

  • All manuals, chargers, accessories, hardware, parts, and other materials originally included with the product must be returned.

  • Products that have been assembled, installed, used, modified, or damaged may not be eligible for return.

  • Delivery, setup, assembly, installation, and other completed service charges are non-refundable.

  • Return shipping and freight charges are the responsibility of the customer unless the product arrived damaged, defective, or incorrect.

  • Approved returns are subject to applicable restocking fees.

Some products have additional restrictions and may be non-returnable once delivered, opened, removed from their packaging, assembled, installed, or used.

Where to Make Your Return

Purchases Made In Store

Products purchased at our Dahl Medical Supply retail store must be returned directly to the store location.

Please bring your receipt or proof of purchase with you.

Return eligibility will be determined according to this return policy and any applicable manufacturer requirements.

Purchases Made Online

Products purchased through the Dahl Medical Supply website must receive a Return Authorization before being returned or shipped.

Do not ship or bring an online purchase back to Dahl Medical Supply until you have received return authorization.

Our retail location cannot accept an online return unless the return has been approved and authorization has been provided allowing the product to be returned to the store.

Contact Dahl Medical Supply if you need assistance starting an online return.

Restocking Fees

Approved returns are generally subject to a 22% restocking fee.

The restocking fee is calculated based on the value of the product being returned and will be deducted from the customer's eligible refund.

Certain manufacturers have higher restocking fees. When a manufacturer-specific fee is higher than Dahl Medical Supply's standard restocking fee, the manufacturer-specific fee will apply.

Manufacturer-Specific Restocking Fees

Graham-Field (GF): 35% restocking fee

Medline (ML): 50% restocking fee on all Medline products

Manufacturer policies and restocking fees may change. If a manufacturer requires a higher restocking fee or does not allow a product to be returned, that manufacturer's policy may take precedence.

Original shipping, delivery, setup, installation, assembly, freight, and other completed service charges are non-refundable.

Mobility Scooters

Mobility scooters may be eligible for return within 14 days of purchase or delivery when approved by Dahl Medical Supply.

IMPORTANT: Once Opened, Mobility Scooters Are Not Returnable

Once a mobility scooter has been removed from its original box or manufacturer packaging, it is not eligible for return.

To qualify for return, the scooter must remain unopened in its original manufacturer packaging with all batteries, chargers, accessories, manuals, and other included equipment.

Approved mobility scooter returns are subject to a 22% restocking fee, unless a higher manufacturer-specific restocking fee applies.

Custom-configured, special-order, or made-to-order scooters may be final sale and non-returnable.

If your scooter arrives damaged, defective, or is not the product you ordered, contact Dahl Medical Supply immediately. Damaged, defective, and incorrect products are handled separately from standard returns.

Power Wheelchairs

Power wheelchairs may be eligible for return within 14 days of purchase or delivery when approved by Dahl Medical Supply.

IMPORTANT: Once Opened, Power Wheelchairs Are Not Returnable

Once a power wheelchair has been removed from its original box or manufacturer packaging, it is not eligible for return.

To qualify for return, the power wheelchair must remain unopened in its original manufacturer packaging with all batteries, chargers, accessories, manuals, and other included equipment.

Approved power wheelchair returns are subject to a 22% restocking fee, unless a higher manufacturer-specific restocking fee applies.

Custom-configured, special-order, or made-to-order power wheelchairs are final sale and non-returnable.

If your power wheelchair arrives damaged, defective, or is not the product you ordered, contact Dahl Medical Supply immediately. Damaged, defective, and incorrect products are handled separately from standard returns.

Lift Chairs

Lift chairs should be inspected immediately upon delivery.

If a lift chair arrives damaged, defective, or is not the chair ordered, please contact Dahl Medical Supply immediately so we can help determine the appropriate next step.

Returns of non-defective lift chairs are subject to the return requirements of the specific manufacturer.

Custom-built chairs, special-order fabrics, non-standard sizes, upgraded upholstery, and chairs with special configurations or options may be final sale and non-returnable.

Once a custom or special-order chair has entered production, it may not be eligible for cancellation.

Because lift chair return policies can vary by manufacturer, we encourage customers to contact Dahl Medical Supply before ordering if they have questions about sizing, fabrics, features, or return eligibility.

Hospital Beds & Mattresses

For hygiene and safety reasons, mattresses are non-returnable once delivered.

Hospital beds that have been delivered, assembled, installed, or used may also be non-returnable.

If a hospital bed or mattress arrives damaged, incomplete, or defective, contact Dahl Medical Supply immediately.

Damage and manufacturer defects are handled separately from standard customer returns and may qualify for repair or replacement.

Slings, Bath Safety & Personal-Use Products

For health, hygiene, and safety reasons, certain products cannot be returned once opened or used.

These products may include:

  • Patient lift slings

  • Mattresses

  • Bedding

  • Bath safety products

  • Cushions

  • Incontinence products

  • Wearable products

  • Compression products

  • Personal-care products

  • Other products that come into direct contact with the body

If you are unsure whether a product is returnable, please contact Dahl Medical Supply before opening or using the product.

Parts, Batteries & Accessories

Please confirm compatibility before ordering replacement parts, batteries, electronic components, controllers, chargers, or accessories.

Installed or used parts are non-returnable.

Batteries, electronic components, controllers, and certain other replacement parts may have additional manufacturer return restrictions and may be non-returnable once opened.

If you are unsure which part your equipment requires, contact Dahl Medical Supply before ordering.

Having the manufacturer, model number, and serial number of your equipment available can help our team identify the appropriate part.

Custom & Special-Order Products

Products ordered, manufactured, or configured specifically for a customer may be considered custom or special-order equipment.

This may include:

  • Custom lift chairs

  • Special-order fabrics or upholstery

  • Non-standard sizes

  • Custom seating

  • Special positioning equipment

  • Special-order mobility equipment

  • Custom ramps

  • Equipment with manufacturer-installed options

  • Other products manufactured or configured specifically for a customer

Custom and special-order products are final sale once the order has entered production.

Once production has started, the order may not be canceled, changed, or returned.

Used, Clearance & Open-Box Equipment

All used equipment sales are final.

Used equipment is sold in its current condition and is not eligible for return unless otherwise stated in writing by Dahl Medical Supply.

Clearance, discontinued, demonstration, and open-box products may also be marked final sale.

Any special return conditions associated with these products will be identified at the time of purchase whenever applicable.

Damaged, Defective or Incorrect Products

A damaged, defective, or incorrect product is handled differently from a standard return.

If your product arrives damaged, incomplete, defective, or is not the product you ordered, please contact Dahl Medical Supply as soon as possible.

Keep All Packaging

Do not throw away the box, pallet, packaging, or shipping materials.

We may ask you to provide:

  • Photos of the product

  • Photos of the box and packaging

  • Photos showing the damaged area

  • Product model number

  • Product serial number

  • A description of the problem

Depending on the situation, Dahl Medical Supply may work with the manufacturer or distributor to provide replacement parts, repair the equipment, replace the product, or provide another appropriate resolution.

Manufacturer warranty terms may apply.

Freight & Delivery Damage

Please inspect equipment delivered by a freight carrier before signing for the shipment whenever possible.

If you notice visible damage to the packaging or equipment, make note of the damage on the delivery paperwork.

If the shipment appears significantly damaged, contact Dahl Medical Supply as soon as possible.

Freight carriers may have limited time periods for reporting shipping damage, so prompt notification is important.

Please keep all boxes, pallets, packaging, and shipping materials until the issue has been resolved.

Order Cancellations

If you need to cancel an order, contact Dahl Medical Supply as soon as possible.

Orders that have not shipped, entered production, or been specially ordered may be eligible for cancellation.

Once an order has:

  • Shipped

  • Entered manufacturer production

  • Been specially ordered

  • Been custom configured

  • Been transferred or prepared for delivery

the order may be subject to cancellation fees, restocking fees, shipping charges, freight charges, or manufacturer-imposed fees.

Custom-built and special-order products may not be canceled once production has started.

Dahl Medical Supply cannot guarantee that an order can be canceled after it has been submitted to a manufacturer or distributor.

Shipping & Return Freight

Unless the return is the result of an approved shipping error, damage, or defect, the customer is responsible for return shipping and freight charges.

Products must be packaged properly to prevent damage during return transportation.

The customer is responsible for the returned merchandise until it has been received at the approved return location.

Dahl Medical Supply may be able to arrange return shipping or freight in certain situations. When we arrange return transportation for a standard return, the cost may be deducted from the customer's refund.

Delivery, Setup & Service Charges

The following charges are generally non-refundable once the service has been completed:

  • Delivery

  • In-home delivery

  • Setup

  • Assembly

  • Installation

  • In-home assessments

  • Service calls

  • Labor

  • Freight

  • Other completed services

These charges represent services that have already been performed and are separate from the cost of the equipment.

Refunds

Approved refunds will be processed after the returned equipment has been received and inspected.

Products must meet the requirements of the approved Return Authorization to qualify for a refund.

Depending on the return, the following may be deducted from the refund:

  • 22% standard restocking fee

  • Manufacturer-specific restocking fees

  • Return shipping

  • Freight charges

  • Missing accessories or components

  • Damage to the returned product

  • Non-refundable delivery or setup charges

  • Manufacturer-imposed charges

  • Other applicable non-refundable services

Refund processing times may vary depending on the manufacturer, distributor, product, payment method, and whether the product must be inspected before credit is issued.

Unauthorized Returns

Do not return or ship a product to Dahl Medical Supply without authorization.

Online purchases require a Return Authorization before being returned.

Products returned without authorization may be refused and may not qualify for a refund.

Return instructions will identify where the product should be returned. Depending on the product, this may be Dahl Medical Supply, a distributor, or the manufacturer.

Shipping a product to the wrong location may result in additional shipping charges or make the product ineligible for return.

Manufacturer Warranties

A manufacturer's warranty is separate from Dahl Medical Supply's return policy.

If equipment develops a defect after the applicable return period, the product may qualify for coverage under the manufacturer's warranty.

Manufacturer warranty coverage varies by product and manufacturer.

Depending on the warranty, coverage may include:

  • Replacement parts

  • Product repair

  • Replacement equipment

  • Specific electrical or mechanical components

Manufacturer warranties may not include labor, travel, in-home service, shipping, batteries, upholstery, normal wear, misuse, accidental damage, or other expenses unless specifically stated by the manufacturer.

Dahl Medical Supply is happy to help customers understand the manufacturer's warranty associated with equipment purchased from us.

Dahl Medical Supply Service Pro Plans

Dahl Medical Supply Service Pro Plans provide additional local service support for eligible equipment purchased from Dahl Medical Supply.

Depending on the equipment and plan selected, benefits may include:

  • In-home inspection and service

  • Local support from the Dahl Medical Supply team

  • Priority service scheduling

  • No labor charge for eligible service visits

  • Temporary rental equipment when available and needed during an extended repair

  • Multiple coverage-length options depending on the product

The Dahl Medical Supply Service Pro Plan is a service and rental-support program. It is not a product warranty or insurance policy.

Parts, shipping, damage, misuse, routine wear, upholstery, batteries, and certain repairs may involve additional charges.

Manufacturer warranty coverage may apply separately.

Service Pro Plan fees are non-refundable once the covered equipment has been delivered unless otherwise stated in the applicable Service Pro Plan terms.

Product Colors, Images & Specifications

Dahl Medical Supply makes every reasonable effort to accurately display product colors, fabrics, finishes, dimensions, specifications, and features on our website.

However, colors may appear differently depending on your phone, computer, monitor, lighting, or display settings.

Manufacturers may also make changes to product designs, components, fabrics, specifications, or features without notice.

If a particular color, fabric, measurement, feature, or specification is important to your purchase, please contact Dahl Medical Supply before placing your order.

Website & Pricing Errors

Dahl Medical Supply makes every reasonable effort to keep product descriptions, specifications, availability, images, and pricing accurate.

Occasionally, errors or manufacturer changes may occur.

Dahl Medical Supply reserves the right to correct errors, update product information or pricing, cancel an affected order, or issue a refund when appropriate.

Product specifications, designs, features, colors, and availability may change as manufacturers update their equipment.

Questions About a Return?

We're here to make the process as straightforward as possible.

Purchased in store?
Returns must be made through the Dahl Medical Supply retail store where the product was purchased.

Purchased online?
You must receive a Return Authorization before shipping or returning the product.

If you're unsure whether a product is eligible for return, please contact us before opening, assembling, installing, or using it.

Dahl Medical Supply

154 Cobblestone Lane
Burnsville, MN 55337

Phone: 612-334-3159

Helping Minnesota families stay safe, comfortable, and independent.