Customer Support Center

At MFI Medical, customer service is our top priority. Our team of dedicated specialists work with you to find you what you need. For more information, contact our team directly.

Hours:
Mon-Fri 7AM-5PM PST

Main Office:
10695 Treena St, #105, San Diego, CA, 92131

Returns & Exchanges

Return Policy

  • No merchandise may be returned without prior written authorization by MFI.
  • Customer is responsible for all shipping expenses.
  • A 20% restocking fee is applied to all approved returns. Restocking fee is waived for exchanges and store credit.
  • Returns must be requested within 30 days from the date of delivery.
  • Authorized returns must be returned within 5 business days of the return authorization. We recommend submitting the tracking number via email.
  • MFI shall test returned products and may impose a customer fee if the customer misrepresents the condition of the product or the item is damaged during shipping. New products need to be in original packaging.
  • Some products sold by MFI are non-returnable. Please check product listings for more information.
  • MFI has the right to deny any request that does not coincide with the guidelines provided.

Exchange Policy

We offer two convenient ways to exchange your order and avoid the standard restocking fee. We have specialists available to assist with determining the best item for your requirements.

  1. Pay for the new order and then MFI will credit the initial order when the return has been received and approved. We recommend this option for when you need an item right away and do not want to wait for the transit and processing time of the return.
  2. Return original order to MFI with prior authorization. Once the return has been processed, credit will be applied to the new order.

Return Process

  • Returns can be requested online using our return request form. Alternatively, returns can be requested through email, website chat, or by phone.
  • Information required on return requests include:
    • - Full Name
    • - Order Number/s
    • - Item Title/s With Respective Quantities
    • - Serial Numbers (If Available)
    • - Desired Resolution (Exchange or Return)
    • - Reason For Return
    • - Priority Level/Urgency Level
    • - Any Additional Information Available.
  • Return requests are submitted to our returns department for review and approval. We may reach out for additional information, photos, and available options. Responses will be received within 2 business days of receiving request. If approved, we will send return instructions for a return through MFI or the Manufacturer.
  • Through MFI: RMA (Return Merchandise Authorization) and return instructions will be sent to the email on file. We recommend forwarding the return tracking number so we can track the return for you. Once the return has been received, it will go through the inspection process which normally takes 3-5 business days after delivery. Once return has passed inspection, the refund will be processed through the same payment method used to purchase the order. Refunds can take approximately 3-5 business days to be received by customer.
  • Through Manufacturer: We will notify you that the return has been requested through the manufacturer (this could add some time to the return). Manufacturer will set up their return with instructions and this information will be forwarded to the customer. We recommend forwarding the return tracking number so we can track the return for return updates and credit information. We will process the appropriate refund once the credit memo has been received from the manufacturer. This process can take up to 3 weeks with certain manufacturers.

Return Requirements

  • Item must be returnable, unopened, unused, and in original packaging
  • Return request must be submitted within 30 days of receiving delivery
  • Authorized returns must be returned within 5 business days of the return authorization. We recommend submitting the tracking number via email.
  • Customer is responsible for packing return properly and insuring return.
  • Customer is responsible for all shipping expenses if return reason is not due to MFI error.

Return Shipping Fees

  • Return shipping fees include the cost of properly packing the return, insuring the shipment and shipping with desired carrier.
  • If the return is due to MFI error, MFI will pay for the return shipping costs but the customer is still responsible for properly packing the return to prevent shipping damage. Shipping damage due to improper packing will cause the return to be denied. It is recommended to save all packing material for 30 days after delivery.
  • If the return is due to customer error, then the customer is responsible for all shipping expenses (including MFI's original shipping costs even if the initial order was over $199.99 and MFI did not charge shipping). On the return, customer is responsible for properly packing the return, insuring the shipment and shipping with desired carrier. Shipping damage due to improper packing will cause the return to be denied. It is recommended to save all packing material for 30 days after delivery.
  • MFI is able to quote return shipping costs and sell return packing material if needed but will not guarantee the return and shipping damage due to improper packing will cause the return to be denied.

Non-Returnable Items

  • Any item that is exposed to bodily fluids including blood, breast milk, saliva, urine, sores or wounds
  • Some of these items include breast pads and shields, breast milk containers, nursing covers, baby grooming products, baby washes, shampoos, skin care, wet wipes, diapers and nappies, soothers and teethers, feeding related products like bottles, bottle sets and nipples.
  • Any open sterile item
  • Downloadable software products
  • Custom items - i.e. Exam Tables, seating, casework
  • Special order items
  • Garments, Lingerie, innerwear and other apparel that are labeled as non-returnable on their product detail pages.
  • Hazardous materials (fragrances, nail colours, deodrants, hairsprays), cleansers, shower gels, soaps, hair loss products, shampoos and conditioners, styling gels and hair colours, lipsticks, lip balms and lip gloss, eye care and eye makeup, creams, moisturisers and body lotions, other hygiene items.
  • If you have a non-returnable item that arrived damaged or defective, please contact us.

Cancellation Policy

There is no penalty for cancellation of an order prior to shipment. This does not apply to special/custom orders. MFI retains the right to cancel orders, online or otherwise, for any reason.

Restocking Fee

A 20% restocking fee is applied to all approved returns. Restocking fee is waived for exchanges and store credit.

Credit Guidelines

  • MFI Error: 100% credit including shipping expenses.
  • Unused goods in original packaging receive an 80% credit, and customer is responsible for shipping expenses both ways.
  • Damaged goods will receive credit dependent on the condition of the product, and customer is responsible for shipping expenses.
  • No credit will be issued if the item is non-returnable, such as a custom or special order, or in the case that the item is damaged due to improper handling/packaging by the customer.

  • Return Policy
  • Exchange Policy
  • Return Process
  • Return Requirements
  • Return Shipping Fees
  • Non-Returnable Items
  • Cancellation Policy
  • Restocking Fee
  • Credit Guidelines
  • Return Policy

    • No merchandise may be returned without prior written authorization by MFI.
    • Customer is responsible for all shipping expenses.
    • A 20% restocking fee is applied to all approved returns. Restocking fee is waived for exchanges and store credit.
    • Returns must be requested within 30 days from the date of delivery.
    • Authorized returns must be returned within 5 business days of the return authorization. We recommend submitting the tracking number via email.
    • MFI shall test returned products and may impose a customer fee if the customer misrepresents the condition of the product or the item is damaged during shipping. New products need to be in original packaging.
    • Some products sold by MFI are non-returnable. Please check product listings for more information.
    • MFI has the right to deny any request that does not coincide with the guidelines provided.

  • Exchange Policy

    We offer two convenient ways to exchange your order and avoid the standard restocking fee. We have specialists available to assist with determining the best item for your requirements.

    1. Pay for the new order and then MFI will credit the initial order when the return has been received and approved. We recommend this option for when you need an item right away and do not want to wait for the transit and processing time of the return.
    2. Return original order to MFI with prior authorization. Once the return has been processed, credit will be applied to the new order.

  • Return Process

    • Returns can be requested online using our return request form. Alternatively, returns can be requested through email, website chat, or by phone.
    • Information required on return requests include:
      • - Full Name
      • - Order Number/s
      • - Item Title/s With Respective Quantities
      • - Serial Numbers (If Available)
      • - Desired Resolution (Exchange or Return)
      • - Reason For Return
      • - Priority Level/Urgency Level
      • - Any Additional Information Available.
    • Return requests are submitted to our returns department for review and approval. We may reach out for additional information, photos, and available options. Responses will be received within 2 business days of receiving request. If approved, we will send return instructions for a return through MFI or the Manufacturer.
    • Through MFI: RMA (Return Merchandise Authorization) and return instructions will be sent to the email on file. We recommend forwarding the return tracking number so we can track the return for you. Once the return has been received, it will go through the inspection process which normally takes 3-5 business days after delivery. Once return has passed inspection, the refund will be processed through the same payment method used to purchase the order. Refunds can take approximately 3-5 business days to be received by customer.
    • Through Manufacturer: We will notify you that the return has been requested through the manufacturer (this could add some time to the return). Manufacturer will set up their return with instructions and this information will be forwarded to the customer. We recommend forwarding the return tracking number so we can track the return for return updates and credit information. We will process the appropriate refund once the credit memo has been received from the manufacturer. This process can take up to 3 weeks with certain manufacturers.

  • Return Requirements

    • Item must be returnable, unopened, unused, and in original packaging
    • Return request must be submitted within 30 days of receiving delivery
    • Authorized returns must be returned within 5 business days of the return authorization. We recommend submitting the tracking number via email.
    • Customer is responsible for packing return properly and insuring return.
    • Customer is responsible for all shipping expenses if return reason is not due to MFI error.

  • Return Shipping Fees

    • Return shipping fees include the cost of properly packing the return, insuring the shipment and shipping with desired carrier.
    • If the return is due to MFI error, MFI will pay for the return shipping costs but the customer is still responsible for properly packing the return to prevent shipping damage. Shipping damage due to improper packing will cause the return to be denied. It is recommended to save all packing material for 30 days after delivery.
    • If the return is due to customer error, then the customer is responsible for all shipping expenses (including MFI's original shipping costs even if the initial order was over $199.99 and MFI did not charge shipping). On the return, customer is responsible for properly packing the return, insuring the shipment and shipping with desired carrier. Shipping damage due to improper packing will cause the return to be denied. It is recommended to save all packing material for 30 days after delivery.
    • MFI is able to quote return shipping costs and sell return packing material if needed but will not guarantee the return and shipping damage due to improper packing will cause the return to be denied.

  • Non-Returnable Items

    • Any item that is exposed to bodily fluids including blood, breast milk, saliva, urine, sores or wounds
    • Some of these items include breast pads and shields, breast milk containers, nursing covers, baby grooming products, baby washes, shampoos, skin care, wet wipes, diapers and nappies, soothers and teethers, feeding related products like bottles, bottle sets and nipples.
    • Any open sterile item
    • Downloadable software products
    • Custom items - i.e. Exam Tables, seating, casework
    • Special order items
    • Garments, Lingerie, innerwear and other apparel that are labeled as non-returnable on their product detail pages.
    • Hazardous materials (fragrances, nail colours, deodrants, hairsprays), cleansers, shower gels, soaps, hair loss products, shampoos and conditioners, styling gels and hair colours, lipsticks, lip balms and lip gloss, eye care and eye makeup, creams, moisturisers and body lotions, other hygiene items.
    • If you have a non-returnable item that arrived damaged or defective, please contact us.

  • Cancellation Policy

    There is no penalty for cancellation of an order prior to shipment. This does not apply to special/custom orders. MFI retains the right to cancel orders, online or otherwise, for any reason.

  • Restocking Fee

    A 20% restocking fee is applied to all approved returns. Restocking fee is waived for exchanges and store credit.

  • Credit Guidelines

    • MFI Error: 100% credit including shipping expenses.
    • Unused goods in original packaging receive an 80% credit, and customer is responsible for shipping expenses both ways.
    • Damaged goods will receive credit dependent on the condition of the product, and customer is responsible for shipping expenses.
    • No credit will be issued if the item is non-returnable, such as a custom or special order, or in the case that the item is damaged due to improper handling/packaging by the customer.