Return & Refund Policy

Welcome to the Buy Golden Return Policy

At Buy Golden, your satisfaction is our top priority. If your purchase isn’t quite right, we’re here to help. Please review our return policy below to ensure a smooth and hassle-free return process. Thank you for choosing Buy Golden!

 

Delivery Inspection

  • Check Your Order on Arrival: When your item is delivered, please immediately inspect it.
  • Damaged or Incorrect Items:
    • If you are present and the item is damaged or incorrect, refuse delivery and let the driver know.
    • If the package is left without a signature and it's damaged or wrong, call us at 800-877-3002 and ask for the Returns Team.  We will need pictures of the item, the serial number, what is damaged, and the box

 

General Return Guidelines

You have 30 days from the delivery date to request a return. Returns received without prior approval or after 30 days will not be accepted.

To qualify for a return:

  • Item must be clean, unused, and in original packaging.
  • You are responsible for return shipping costs.
  • All returns require an RMA (Return Merchandise Authorization) number.
  • Keep all packaging for 30 days to complete the return process.
  • Do not send returns to our corporate address.

 

 How to Request a Return

  1. Request an RMA Number: Use our online Returns Center to start a return authorization within 30 days of delivery. Log in to your account, and find the order you would like to return. From there, choose the option "Request Return". Follow the prompts to submit your request. 
  2. Prepare Your Item: Package the item in its original box with all parts and paperwork.
  3. Label the Box: Write the RMA number on the box. Packages without it will be refused.
  4. Ship Your Return: Once approved, ship your return. We can provide a prepaid label (cost will be deducted from your refund).

 

Important Return Rules

  • Items returned after 30 days will be refused.
  • Items must be in new, resalable condition.
  • Shipping and handling costs are non-refundable.
  • Restocking fees apply:
    • 15% fee on small items
    • 20% fee for:
      • Scooters & power chairs
      • Electric Wheelchairs
      • Lift chairs
      • Bed frames

 

Non-Returnable Items

For hygiene and safety, we cannot accept returns on:

  • Mattresses, pressure mattresses, slings, cushions (if opened)
  • Custom-built or used equipment
  • Pillows, Cushions, Pads
  • Replacement parts, batteries, and chargers
  • Used Products (Items opened up and or used that show wear or damage from use)

 

Open Box Products and Gently Used Products - Non-Returnable

Open Box Specials - are new products ordered incorrectly and returned or with slight imperfections. They carry a full manufacturer's warranty as new items. They are non-returnable and do not include in-home service. Please let us know if there is an issue within 5 days of receiving the product for any item purchased in the Open Box Deals collection. 

Gently Used - are new products ordered that were returned but used and cannot be sold as new, or are rental products coming out of our rental inventory.  They are non-returnable and do not include in-home service. Please let us know if there is an issue within 5 days of receiving the product for any item purchased in the Gently Used Deals collection. 

Cancelled or Refused Orders

  • If your order ships and you cancel, you must accept delivery and follow the return process.
    • A 25% restocking fee (min. $25) and return shipping costs will be deducted from your refund.
    • Expedited shipping (2nd Day/Next Day) is non-refundable.
  • If you refuse delivery, the original and return shipping costs and restocking fees will be deducted from your refund.

 

Need Help?

Contact our Returns Team at 800-877-3002. We're here to make the return process as smooth as possible.