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Cold Therapy Return Policy

Our Cold Therapy Return Policy: Protect Every Patient!


DME-Direct wants to protect all customers from the increased risk of infection associated with using returned and/or previously used cold therapy merchandise.  Cold therapy units are used after arthroscopic or open orthopedic procedures, and their pads come in contact with incision sites thus rendering them unusable by another individual.  Local water municipalities do not remove every contaminant including pharmaceuticals, and industrial chemicals.  Bacteria and/or contaminants in household water can dry on the inside of coolers and thus get passed onto another individual with "used" equipment.  Due to these concerns, DME-Direct ships only new, sealed units to customers, never returns - like routinely found on Amazon and Ebay touted as "new" only to be refurbished units that are re-sold again as new.  We encourage customers to call customer service to get answers to all their unanswered product questions before finalizing their online order to avoid mistakes.  For the protection of all customers, DME-Direct makes the assumption that once a device, or its accessories, have left our facility, they have been used.  Because UPS allows its customers up to one week to technically "refuse" a package, DME-Direct cannot verify whether a unit has or has not been used.  Therefore, any "UPS refusal" of a cold therapy unit or its pads/replacement parts (including power cords), will incur a $100 "disposal fee" for us to accept your UPS shipment refusal and to dispose of your unit.  Think of it this way - would you want to use someone else's unit or cold therapy pad after just returning home from the hospital and risk getting an infection?...  We agree.



Every manufacturer has a different warranty period. Find yours below.


Aircast = 3 months for coolers and pads.

Breg = 6 months for coolers and pads. 3 months for Cothera units and pads.

Donjoy = 6 months for coolers and pads.

Bledsoe = 6 months for coolers, 3 months for pads.

DeRoyal = 6 months for coolers and pads.

Ossur = 6 months for coolers and pads.


If your device, pad, or part is malfunctioning or leaking, DME-Direct will gladly replace it with the same new, unused device, pad, or part within the warranty period.  For more details and specifics to each manufacturer's unique expressed and implied product warranties, please contact the manufacturer directly.  Please contact DME-Direct (877-742-8784) with questions or comments regarding our cold therapy return policy.