At Rosenthal Community Care Services ("RCCS"), we strive to provide quality products, educational materials, consulting services, professional support, and other resources for care providers, facility owners, administrators, caregivers, and members of the community.

Because RCCS offers several different types of products and services, return, refund, and cancellation eligibility varies depending on what was purchased. Please review the applicable section below before placing an order.

1. Physical Products

Eligible physical products may generally be considered for return when a return request is initiated within 7 calendar days after confirmed delivery, unless a different return period is stated on the applicable product page or required by the fulfillment supplier.

To request a return, contact orders@rosenthalcommunitycare.com before shipping any merchandise. RCCS may require photographs, order information, packaging information, the reason for the return, and other documentation before authorizing the return.

Do not return merchandise to RCCS without written authorization. Depending on the product and fulfillment source, merchandise may need to be returned directly to the manufacturer, distributor, dropshipping supplier, or another designated return facility.

Return Eligibility

Unless otherwise approved in writing, returned merchandise must generally:

• Be unused, unworn, unwashed, and in resalable condition;
• Include original packaging, manuals, components, accessories, and labels;
• Show no signs of misuse, alteration, installation, contamination, or damage caused after delivery; and
• Comply with any applicable manufacturer or supplier return requirements.

Supplier-Fulfilled and Dropshipped Products

Some products sold by RCCS are fulfilled by independent manufacturers, distributors, wholesalers, or dropshipping suppliers. These suppliers may establish their own return windows, return addresses, restocking fees, shipping requirements, exclusions, and refund conditions.

For supplier-fulfilled products, RCCS will coordinate the return request with the applicable supplier. Approval of a return may therefore be subject to that supplier's return policy.

RCCS does not guarantee that every physical product is returnable. Where a supplier prohibits a return, imposes a restocking fee, excludes shipping charges, or otherwise restricts reimbursement, the customer's refund may be subject to those restrictions unless otherwise required by applicable law.

2. Damaged, Defective, Incorrect, or Missing Products

If an item arrives damaged, defective, incomplete, or materially different from what was ordered, please contact orders@rosenthalcommunitycare.com as soon as possible after delivery.

RCCS may request photographs of the merchandise, exterior shipping container, shipping label, packing materials, serial or model number, and the affected portion of the product.

Depending on the circumstances and supplier policy, available resolutions may include replacement, exchange, replacement parts, store credit, partial refund, or refund.

Customers should retain damaged products and all original packaging until RCCS or the fulfillment supplier confirms that disposal or return is permitted.

3. Non-Returnable Physical Products

For health, safety, sanitation, customization, or supplier-related reasons, certain products may be designated as final sale or non-returnable.

Examples may include, where applicable:

• Opened personal-care, hygiene, toileting, bathing, or continence products;
• Opened bedding, linens, protective products, or products that come into direct contact with the body;
• Consumable products;
• Medical, health-related, sanitation, or infection-control products that cannot reasonably be resold after opening;
• Custom-made, personalized, engraved, printed, or specially ordered merchandise;
• Clearance or final-sale merchandise;
• Products specifically identified as non-returnable by the manufacturer or supplier; and
• Gift cards or similar stored-value products, except where otherwise required by law.

4. Return Shipping and Restocking Fees

Unless the return results from an RCCS, supplier, manufacturing, or fulfillment error, the customer may be responsible for return shipping expenses.

Original shipping charges are generally non-refundable once an order has been shipped, unless otherwise approved or required by law.

Certain suppliers may charge a restocking, processing, return-label, or similar fee. If such a fee applies, it may be deducted from the amount refunded to the customer.

RCCS is not responsible for merchandise returned without authorization, sent to an incorrect return location, or lost during an unauthorized return shipment.

5. Order Cancellations

Physical-product orders may be cancelled without penalty only when the cancellation request is received before the order has entered processing, fulfillment, customization, or shipment.

Once an order has been submitted to a supplier, prepared for shipment, customized, or shipped, cancellation may no longer be possible. If the product is otherwise returnable, the customer may request a return after delivery under the applicable return terms.

6. Digital Downloads and Electronic Products

Unless otherwise expressly stated, all sales of digital products are final once access, download, delivery, or transmission has occurred.

Digital products may include, without limitation:

• Templates;
• Forms;
• Policies and procedures;
• Contracts and agreements;
• Letters and correspondence templates;
• Research materials;
• Guides and manuals;
• Checklists;
• Downloadable documents;
• Practice questions and examination-preparation materials;
• Digital tools, calculators, spreadsheets, or resources; and
• Other electronically delivered materials.

A digital item is considered delivered when the customer is provided with a download link, electronic file, email attachment, online access, account access, or other reasonable means of accessing the purchased material.

If a customer experiences a legitimate technical problem preventing access to a purchased digital product, RCCS will make reasonable efforts to restore access or provide another copy. A technical access issue does not automatically create eligibility for a refund.

7. Online Courses, Training, Practice Courses, and Educational Programs

Unless otherwise stated on the applicable course page, purchases of online courses, training programs, practice courses, examination-preparation materials, educational modules, and similar digital learning products are non-refundable once course access has been issued or accessed.

Completion of a course, failure to complete a course, failure to achieve a desired score, expiration of access, failure to use purchased access, or a determination by an employer, licensing agency, certification body, school, or other organization that the course does not satisfy a particular requirement does not automatically qualify the purchaser for a refund.

Customers are responsible for reviewing the course description, intended purpose, eligibility information, and any disclaimers before purchase.

8. Consulting Services

Consulting appointments involve reserved professional time and may include preparation, research, document review, travel coordination, or other work performed before the scheduled appointment.

Unless otherwise specified in the applicable service agreement or product page:

• Cancellations made at least 24 hours before the scheduled appointment may be eligible for rescheduling or refund;
• Cancellations made less than 24 hours before the appointment may be non-refundable;
• Missed appointments or "no-shows" are non-refundable;
• Once the consultation has begun or professional services have been substantially performed, the service is considered rendered and is non-refundable; and
• Additional work requested beyond the originally purchased scope may require additional fees.

RCCS consulting provides information, education, operational guidance, and professional support within the scope described for the service purchased. Payment is for RCCS's professional time and work performed and does not guarantee licensing approval, regulatory approval, business profitability, inspection results, government decisions, placement, funding, reimbursement, or any specific outcome.

9. On-Site Consulting, Inspections, Assessments, and Travel-Based Services

On-site services may require travel, calendar reservation, preparation, document review, and other advance commitments.

Once travel has commenced or an RCCS representative has arrived at the scheduled service location, payments for that appointment are generally non-refundable.

Travel charges, mileage, tolls, parking, lodging, third-party expenses, or other costs already incurred on behalf of the client may remain non-refundable even if an appointment is cancelled.

Services described as a pre-inspection, readiness assessment, mock inspection, compliance review, licensing consultation, or similar service are advisory in nature and do not constitute approval by any governmental agency or guarantee the outcome of a future inspection or licensing determination.

10. Custom Documents, Research, Writing, Design, and Project-Based Services

Custom or project-based services may include research, document preparation, customized contracts, policies, letters, resumes, business materials, website content, design work, forms, applications, or other individually prepared deliverables.

Because these services require individualized labor, refund eligibility depends on how much work has already been completed.

• If work has not yet begun, RCCS may approve cancellation and refund.
• If work has begun, RCCS may deduct the reasonable value of work already completed before issuing any approved refund.
• Once a final or substantially completed deliverable has been provided, the service is generally considered completed and non-refundable.
• Requests for revisions must remain within the originally agreed scope unless additional work is purchased.

11. Licensing Packages and Multi-Step Professional Services

Certain RCCS services involve multiple phases, deliverables, consultations, inspections, preparation activities, or other professional work.

For packages in which work is performed over time, any approved refund may be reduced by the value of services, consultations, travel, documents, research, preparation, administrative work, or other deliverables already completed.

Government filing fees, third-party fees, application fees, vendor charges, background-check fees, or similar external expenses paid or incurred on behalf of a customer are generally non-refundable once incurred.

RCCS does not guarantee issuance of a license, permit, certification, approval, clearance, vendorization, reimbursement designation, or other governmental or third-party determination.

12. Memberships and Subscription Services

If RCCS offers recurring memberships or subscription services, cancellation will apply prospectively unless otherwise stated in the applicable membership terms.

Charges already processed for an active billing period are generally non-refundable after the corresponding benefits, content, services, discounts, or access have become available.

Cancellation of a membership does not automatically create a refund for previous billing periods.

13. Third-Party and Coordination Services

RCCS may offer coordination, referral, administrative assistance, scheduling assistance, or access to services performed by independent third parties.

When a third party performs the underlying service, that provider may maintain its own cancellation, refund, rescheduling, deposit, travel, or service policies.

Fees charged by RCCS specifically for coordination, administrative assistance, scheduling, research, or other work already performed by RCCS may be non-refundable even when a separate third-party transaction is cancelled.

14. Promotional Discounts, Bundles, and Complimentary Items

Refunds involving bundles, promotional purchases, discounts, free items, or package pricing may be adjusted to reflect the value of products or services retained by the customer.

Complimentary products, bonuses, or promotional services have no independent cash refund value unless otherwise stated.

15. Refund Processing

Approved refunds will generally be issued to the original payment method.

RCCS may process an approved refund after:

• The returned merchandise has been received and inspected;
• The applicable supplier confirms return eligibility;
• Any applicable restocking, shipping, or other permitted deductions have been calculated; or
• RCCS completes its review of the refund request.

RCCS will generally initiate approved refunds within 10 business days after all return or refund requirements have been satisfied. After RCCS issues the refund, additional processing time may be required by the customer's bank, credit-card company, payment processor, or financial institution.

16. Chargebacks and Payment Disputes

Customers are encouraged to contact RCCS before initiating a payment dispute or chargeback so that we have an opportunity to review and resolve the concern.

RCCS reserves the right to provide payment processors and financial institutions with relevant transaction records, agreements, delivery confirmation, correspondence, login or access records, service records, shipping records, digital-delivery records, and other documentation reasonably necessary to respond to a payment dispute.

Filing a payment dispute does not automatically cancel contractual obligations or entitle a customer to retain merchandise, digital products, services, or other benefits without payment.

17. Exceptions and Product-Specific Terms

Certain products or services may contain refund, cancellation, rescheduling, or return terms that differ from this general policy.

When product-specific terms are clearly disclosed on the applicable product page, service agreement, enrollment agreement, contract, invoice, proposal, or checkout page, those specific terms will control for that particular purchase to the extent they differ from this general policy.

18. Rights Required by Law

Nothing in this policy is intended to limit or waive any right or remedy that cannot legally be waived under applicable law.

19. Questions or Refund Requests

20. Policy Updates

RCCS may revise this policy from time to time as our products, services, suppliers, fulfillment arrangements, and business operations evolve.

The version of this policy in effect at the time of purchase, together with any applicable product-specific or service-specific terms, will generally apply to that transaction.