Refund policy
Refund & Return Policy
Effective Date: June 1, 2026
Last Updated: June 1, 2026
Thank you for shopping with Direct First Aid. We value our customers and strive to provide high-quality first aid and safety products. This Refund & Return Policy outlines the terms and conditions regarding returns, refunds, exchanges, and damaged or defective products purchased through our website hosted on Shopify.
1. Return Eligibility
We accept returns on eligible items within 15 days of delivery.
To qualify for a return:
● Items must be unused and in original condition
● Products must be unopened and in original packaging
● All seals, labels, and packaging must remain intact
● Proof of purchase or order number is required
We reserve the right to deny returns that do not meet these conditions.
2. Non-Returnable Items
For safety, hygiene, and regulatory reasons, the following items are generally non-returnable:
● Opened first aid kits
● Opened medical or hygiene products
● Expired or short-dated products
● Custom or special-order items
● Clearance or final sale items
● PPE products once opened or used
● Any product marked “non-returnable”
If you are unsure whether an item qualifies, please contact us at
orders@directfirstaid.com before initiating a return.
3. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 5-7 days of delivery at orders@directfirstaid.com.
Please include:
● Order number
● Photos of the item and packaging
● Description of the issue
We may offer:
● Replacement product
● Store credit
● Full or partial refund at our discretion after review
4. Return Process
To initiate a return:
1. Contact us at orders@directfirstaid.com
2. Provide your order number and reason for return
3. Wait for return authorization instructions
4. Ship approved items to the provided return address
Unauthorized returns may be refused.
5. Return Shipping Costs
Customers are responsible for return shipping costs unless:
- The item was defective
- The wrong product was shipped
- The item arrived damaged
We recommend using a trackable shipping method, as we are not responsible for lost return shipments.
6. Refunds
Once your return is received and inspected, we will notify you regarding approval or denial of your refund.
Approved refunds are typically processed within 5–10 business days to the original payment method.
Original shipping charges are generally non-refundable unless the return resulted from our error.
7. Exchanges
We may offer exchanges for defective or damaged items, subject to inventory availability.
Please contact us before sending any exchange requests.
8. Order Cancellations
Orders may only be canceled before shipment processing begins.
Once an order has shipped, it must follow the standard return process.
9. Refused or Undeliverable Shipments
If a shipment is refused or returned due to an incorrect address provided by
the customer:
● Original shipping costs are non-refundable
● Additional shipping fees may apply for reshipment
10. Business / Bulk Orders
Large commercial, wholesale, or custom inventory orders may be subject to separate return terms communicated at the time of sale.
11. Chargebacks
Customers agree to contact us first regarding any order concerns before initiating chargebacks or payment disputes.
Fraudulent chargebacks may be contested with supporting shipment and delivery documentation.
12. Contact Information
For return or refund questions, contact: Direct First Aid
Email: orders@directfirstaid.com
Phone: 800-346-9510