PureWick Return Policy: Can You Get Your Money Back?
Purchasing expensive medical equipment out-of-pocket can be stressful, especially for family caregivers and patients managing complex health situations. When dealing with the PureWick Urine Collection System, finding out that the device doesn't work for your loved one or is no longer needed can leave you wondering how to recover your costs. If you are searching for the official PureWick return policy, you are likely looking for clarity on what can be sent back, what is restricted, and how to avoid hidden fees.
Because PureWick products are specialized medical and personal hygiene devices, their return processes are strictly governed by FDA biohazard regulations. This guide covers everything you need to know about the PureWick return window, eligibility requirements, refund methods, and how to process a return. We will also explain the 1-year warranty process for defective units and provide solutions for what to do with unused catheters if you cannot get a refund.
Note: The information in this guide is based on the latest available policy and may change over time (verified April 2026).
Overview of the PureWick Return Policy
Navigating the return process depends heavily on where you purchased the system. Whether you bought direct from the PureWick Store (operated by Becton, Dickinson and Company), through Liberator Medical, or on Amazon, the rules vary.
Below is a quick summary table of the direct PureWick Store return rules:
| Topic | Details |
|---|---|
| Return Window | 30 days from the date of delivery. |
| Eligible Items | Unused, unopened pump systems in original factory-sealed packaging. |
| Return Methods | Mail-in only with an approved Return Merchandise Authorization (RMA). |
| Refund Methods | Original payment method (minus original shipping costs). |
| Non-returnable Items | All opened pumps, all disposable catheters, and all tubing/canisters. |
| Fees | Buyer pays return shipping. Third-party distributors may charge restocking fees. |
Return Window & Eligibility
Understanding the timeframe and condition requirements is the most critical part of the PureWick refund policy.
The 30-Day Limit
If you purchased your system directly from the online PureWick Store or Liberator Medical, you have a strict 30-day return window from the date of delivery. There are no extensions to this timeframe.
The "Unopened" Rule
To be eligible for a return, the PureWick Urine Collection System (the pump machine) must be completely unused and unopened. It must remain in its original, sealed factory packaging with all security seals intact.
Once the clear adhesive seal on the outer box is broken or sliced, the system is legally considered exposed to biological hazards. At that point, it becomes strictly non-returnable, even if you never plugged it in or used it.
Proof of Purchase
You cannot process no-receipt returns for medical equipment. A copy of your order confirmation, invoice, or direct account history is required to process any return and receive an RMA number.
How to Return Items to PureWick
Because PureWick systems are highly specialized, the return process requires strict adherence to mail-in protocols. Here is how to handle your return based on the method of purchase.
In-Store Returns
There are no physical PureWick retail stores, meaning a direct in-store return to the manufacturer is impossible. However, if you purchased your unit from a local medical supply store or pharmacy (like CVS or Walgreens), you must return it directly to that retail location. Local store policies apply, but they will still reject any package with a broken manufacturer’s seal.
Online Returns
If you purchased the system through a third-party distributor's website, you will need to initiate an online return through their specific portal. For example, Liberator Medical requires customers to call their dedicated support line to authorize the return of unopened medical supplies.
Mail-In Returns (Direct PureWick Store)
If you bought your system directly from the PureWick Store, all returns must be completed by mail. Follow these exact steps to return an unopened system:
- Request an RMA: Call PureWick Customer Service at 1-877-562-6586 to request a Return Merchandise Authorization (RMA) number. Packages sent without an RMA will be refused and discarded.
- Pack the Item Securely: Place the unopened, factory-sealed product box inside a sturdy shipping carton.
- Label the Box: Write the RMA number clearly on the outside of the shipping box (never write directly on the product packaging).
- Ship the Package: Take the box to your preferred carrier (UPS, FedEx, or USPS). You are responsible for purchasing the shipping label. We strongly recommend adding tracking and insurance.
- Track Your Return: Keep an eye on your tracking number and wait for the warehouse to confirm receipt.
Refund Methods & Processing Time
Once your package arrives at the PureWick distribution center, it must undergo a clinical intake inspection to ensure the factory seals are truly intact.
If approved, your refund will be credited back to your original refund method (such as the credit card or FSA/HSA card used at checkout). Please note that the original shipping and handling fees you paid at the time of purchase are non-refundable.
The typical processing time for a refund is 7 to 14 business days after the warehouse receives the item. It may take an additional 3 to 5 business days for your bank to post the funds to your account. If the warehouse discovers the seal was broken or tampered with, the return will be denied, the item will be safely destroyed, and no refund will be issued.
Exchange Policy and Warranty Replacements
Because the PureWick system is a personal hygiene aid, standard retail exchanges do not apply. You cannot exchange a box of unopened female catheters for male catheters once they have shipped.
However, PureWick offers a robust exchange policy under its 1-year limited warranty.
How to Get a PureWick Warranty Replacement
The PureWick compressor unit (the pump) comes with a 1-year limited warranty that covers defects in materials and workmanship. If your machine stops drawing suction or experiences an electrical failure within one year of purchase:
- Stop using the device immediately.
- Call customer support to report the defect.
- Once verified, the agent will issue a pre-paid return shipping label for the defective unit.
- PureWick will ship a brand-new replacement system to your home at no extra cost.
Note: The warranty covers the pump unit only. It does not cover disposable consumables, physical drops, or liquid spilled into the motor housing.
Non-returnable or Restricted Items
The medical device industry enforces incredibly strict return rules to prevent cross-contamination. Similar to the strict hygiene rules outlined in our Elvie return policy guide and our Momcozy return policy guide, bodily fluid contact makes certain items final sale.
The following non-returnable items cannot be sent back under any circumstances:
- Opened Pump Units: Any PureWick Urine Collection System where the clear factory seal has been broken or tampered with.
- PureWick Female External Catheters: Every box of disposable female catheters is final sale once it leaves the warehouse, even if the outer box is unopened.
- PureWick Male External Catheters: These are single-use personal hygiene consumables and cannot be returned.
- Accessories: All collector tubing, replacement canisters, and slip-resistant covers are strictly non-returnable due to biological contact risks.
Mailing opened, used biohazardous medical materials without professional authorization is a violation of federal shipping regulations.
Fees, Deductions & Exceptions
When returning medical equipment, you must be aware of potential out-of-pocket costs that can reduce your total refund.
- Return Shipping Fees: If you are returning an unopened system due to buyer's remorse, you must pay for the return shipping out of your own pocket. Because the box is large and heavy, this can be somewhat expensive.
- Restocking Fees: The direct PureWick Store does not charge a flat restocking fee for approved, unopened returns. However, if you purchased your system through a third-party distributor like Liberator Medical or Medical Supply Depot, you will likely face a 15% to 20% restocking fee.
- Exceptions: If your item arrived damaged out of the box or the company made a shipping error, all restocking and return shipping fees will be waived.
The Amazon Return Loophole for PureWick
Many caregivers purchase PureWick systems through Amazon. Under Amazon’s standard policy, personal care and medical devices are classified as "hazardous/hygienic non-returnable items."
However, if you purchase a system shipped directly by Amazon and find that it is defective or entirely unsuitable, you may qualify for an exception. By navigating to your Amazon Order History and selecting "Return or Replace Items," you can report the issue. Because the item is classified as a biohazard, Amazon’s automated customer service system will often issue a full refund without requiring you to ship the physical item back.
If you are managing other health-related returns on Amazon, you might also find our Hers return policy guide helpful for understanding telehealth and prescription item restrictions.
What to Do with Unused PureWick Catheters
One of the most common pain points for families is being left with expensive, unopened boxes of purewick catheter returns when a patient passes away or transitions to a skilled nursing facility. Because these consumables are strictly non-returnable to the manufacturer, you might feel like you wasted your money.
Instead of throwing them away, consider these constructive alternatives:
- Project C.U.R.E. or MedShare: These non-profits collect unopened, surplus medical supplies and distribute them to under-resourced clinics globally.
- Local Hospices: Reach out to local home health agencies or hospice organizations. They often accept unopened urological supplies to give to low-income families who cannot afford out-of-pocket medical accessories.
- Support Groups: Local ALS or MS support chapters can often connect you with families in need of supply assistance.
Holiday & Extended Return Policies
Unlike traditional consumer retail stores that offer extended holiday return windows in December and January, the medical supply sector does not. There is no holiday return policy extension for PureWick products. The strict 30-day return window remains in effect 365 days a year to ensure medical inventory remains fresh, secure, and compliant with health regulations.
Customer Support & Contact Information
Whether you need to request an RMA, ask a question about your order, or file a warranty claim, reliable customer support is essential. Here is how to reach the official channels:
- PureWick Store Support (BD Direct): 1-877-562-6586
- Liberator Medical Customer Service: 1-800-323-0914
- Operating Hours: Monday through Friday, 9:00 AM to 6:00 PM (Eastern Time).
- Online Resources: You can submit an email inquiry or access user manuals via the official PureWick Store contact page.
When calling to request a return, have your order number, shipping address, and the reason for your return ready to speed up the process.
FAQ Section
Can I return a PureWick system if it does not fit or work for my anatomy?
No. Once the outer box seal is broken, the system becomes non-returnable due to federal health and safety regulations. This rule applies even if the device fails to provide a proper seal or doesn't work for your specific body type.
Can you return unopened PureWick catheters?
If purchased from the direct PureWick Store, disposable consumables (like catheters) are final sale and cannot be returned. However, if you purchased them through a third-party distributor like Liberator Medical, unopened, factory-sealed boxes of catheters may be returned within 30 days, though a 15% to 20% restocking fee usually applies.
How do I return a PureWick system that is defective?
If your pump experiences a mechanical or electrical failure within the first year, do not attempt a standard return. Instead, call PureWick customer support to file a warranty claim. They will troubleshoot the issue and, if verified, send you a free replacement unit along with a prepaid label to return the broken device.
How long does a refund from PureWick take?
Once the warehouse receives your unopened package, it takes 7 to 14 business days to inspect the item and process the refund. It may take an additional 3 to 5 business days for your credit card company or bank to post the funds to your account.
Can I return items to PureWick without a receipt?
No. Because this is regulated medical equipment, you must have proof of purchase (such as an order number, invoice, or digital receipt) to verify that you are within the 30-day window and to obtain the required Return Merchandise Authorization (RMA) number.
Does PureWick charge a restocking fee?
If you buy directly from the PureWick Store, there is no flat restocking fee for eligible, unopened returns, though you must pay for return shipping. If you buy from a medical distributor like Liberator Medical or Medical Supply Depot, they typically charge a 15% to 20% restocking fee.
Does insurance cover PureWick returns or replacement costs?
Medicare generally does not cover the PureWick system, so most purchases are out-of-pocket. If you secured coverage through private insurance via a distributor, any refunds or exchanges must be coordinated directly through your insurance provider's billing department.
What should I do if my system arrives damaged in the mail?
Do not open the inner packaging or attempt to use the system. Contact customer support within 30 days of delivery to report the shipping damage. They will issue an RMA, provide a prepaid shipping label, and dispatch a replacement unit.
Can I return my PureWick system to a local pharmacy?
You can only return the system to a local pharmacy (like CVS or Walgreens) if you originally purchased it from that specific physical location. You cannot return online orders to a local pharmacy.
Can I get a refund if the patient passes away before using the system?
If the outer shipping box remains completely sealed and unopened, you can return the system within 30 days for a standard refund. If the box has been opened or the catheters have shipped, they are non-returnable. In this case, donating the unused equipment to a local hospice or charity is the best option.
Disclaimer: Return policies may change at any time and can vary by location or distributor. Always confirm details on the official PureWick website, your distributor's portal, or with your local store. Information verified April 2026.
Found this helpful? Bookmark this page for the latest PureWick return policy updates and check our other guides on TheReturnGuide.com before your next medical or personal care purchase.
