Overview
This Return Policy applies to self‑pay patients who order the Zida Control Sock.
Self‑pay orders include a 12‑week (84‑day) commitment. Please review the details below before placing an order.
12‑Week Commitment
By placing a self‑pay order, you agree to the 12‑week commitment period associated with your plan.
- Returning the device does not cancel the 12‑week commitment.
- Refunds are not issued for voluntary discontinuation or “change of mind” at any time (including during the 12‑week commitment).
- If you stop using the device during the 12‑week commitment, you may still return it (see “How to Return”), but charges tied to the 12‑week commitment remain due, except where required by law or if a qualifying billing error occurred.
Eligible Returns
We accept returns under the conditions below:
1) Shipped in error
If the device was shipped in error (for example, the wrong item was sent), please contact us promptly.
2) Defective or damaged on arrival
If the device arrives defective or damaged, notify us within 7 days of delivery.
3) Other voluntary returns
If you choose to discontinue use for any reason, you may return the device. Return shipping remains your responsibility and refunds are not provided for voluntary returns.
Refunds
Refunds may be issued only in the following circumstances:
- The device was never delivered (confirmed via carrier tracking).
- A billing error occurred.
- The device was defective or damaged on arrival, reported within 7 days of delivery, and returned as requested.
Refunds are not provided for:
- Voluntary discontinuation (“changed my mind”) at any time.
- Any shipping costs that you paid (see “Shipping & Labels”).
Shipping & Labels
Zida does not reimburse return shipping costs.
- For most returns, you are responsible for arranging and paying for return shipping.
- If the device was shipped in error or arrives defective/damaged on arrival and is reported within 7 days, we will provide a return label.
We recommend using a tracked shipping method.
How to Start a Return
To begin a return, contact our team and include your:
- Full name
- Date of Birth
- Order number
- Reason for return
We will provide return instructions and the correct return address. If your return qualifies for a label (see “Shipping & Labels”), we will send it to you.
Return Requirements
To ensure timely processing:
- Include your name and order number with the returned device.
- Keep your tracking information.
Processing & Next Steps
Once your device is received, we will:
- Log and inspect the return.
- Confirm whether any refund applies under this policy.
- Communicate next steps.
Medicare (Capped Rental) Reference
If you are using the Zida Control Sock through Medicare or another insurance plan where coverage is structured as a capped rental, Medicare’s rules are different from self‑pay terms.
CMS explains that monthly rental payments for capped rental DME may be made for up to 13 months from the first paid rental month (or until the equipment is no longer needed, whichever comes first), and that after the 13th paid rental month the supplier must transfer title to the beneficiary. (CMS Manual System, Pub. 100‑04, Transmittal 1177 (PDF):
https://www.cms.gov/Regulations-and-Guidance/Guidance/Transmittals/Downloads/R1177CP.pdf)
Questions
If you have questions about returns, shipping, or refunds, please contact your Patient Advocate:
