Returns Policy

Return policy for purchases of the TytoCare Medical Exam Kit, which applies to all customers purchasing directly from Rochester Regional Health.

The TytoCare Medical Exam Kit includes the TytoHome device, manufactured by Tyto, providing in home medical exams and access to a telehealth platform. As a medical device and medical service, returns, refunds and exchanges are limited as stated below.

For any device that is opened and/or used, there will be no returns, refunds or exchanges.

For any device that may be defective, there is a 1-year limited warranty on the TytoHome device. For customer support:

For any device that is unopened and within 15 days of purchase, a return request can be submitted.

Conditions for Return

All returns must meet the following conditions:

The packaging must be in original condition, unopened and without damage.
The item/packaging must be unused, including disposable components.
The item/packaging must be clean (no cracks, scratches, dirty, etc.)
The item must be in its original packaging.
If eligible for return, package can be shipped at owner’s expense or a physical location for drop off can be arranged.

In addition, the item cannot be one of the “non-eligible returns” listed below.

Return requests more than 15 days after purchase.
Any item that has been used.
Any item not in its original packaging.
All discounted items are final sale. Coupons are not considered discounted items.

Authorization

All requests for returns must be authorized by Rochester Regional Health Telehealth Services prior to returning items. Please email us at tytocare@rochesterregional.org with subject “TytoCare Medical Exam Kit Return Request” to initiate the return process. Product return must be initiated within 15 days of purchase. Authorizations are valid for 15 days. Once the return has been approved by our team, instructions will be provided on how to return.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your replacement or refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, minus shipping which will be the purchaser’s responsibility.

Unauthorized returns may be returned to customer at customer’s expense.

Returns for Defective Merchandise

If device is received in damaged packaging, please email us immediately at tytocare@rochesterregional.org to report receipt of damaged goods. It is best to have photos of the damaged goods (including shipping box, packaging and goods). We may accept returns for refund or exchange, for items damaged in transit. Upon receipt of the damaged item we will ship out a replacement, if available. If a replacement is not available we will refund the full purchase price of your item, including initial shipping charge if applicable. If damages are deemed not related to shipping, purchaser will be able to make a claim through the 1-Year Limited warranty offered by TytoCare.

Reporting a Short Shipment

Please inspect all items carefully. In order for a credit to be issued, shortages must be reported within seven (7) days of receipt.

Shipping

To return your product, you should contact us prior to shipping the item.

Shipping costs are the responsibility of the purchaser and are non-refundable for returns. If you receive a refund, the cost of shipping will be deducted from your refund. Unless the item is being returned due to our error, manufacturer defects, or damage during shipping, in which case we would send you a prepaid shipping label.

Why Shipping Fees? Even if you’re returning an unopened item, we are not able to resell, and the shipping itself is a service that the carrier (UPS, FedEx, or a freight company) has performed and can never get back. We covered that shipping fee for you. Therefore, when a customer returns an item, the amount we paid still has to get deducted.

Due to the cost and fragility of the item, providing a tracking # is required. You should consider purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Lost or Stolen Packages

Rochester Regional Health Telehealth Service is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon inquiry, we will verify delivery to the address provided, date of delivery, tracking information and shipping carrier information for the customer to investigate.

Price adjustments

Price adjustments are only approved within 24 hours of purchasing. Price adjustments only apply to pricing through Rochester Regional Health Telehealth Services and do not apply to other retailer pricing.