Return and Refund Policy
For order or return inquiries, please contact us at 646-701-0070 or email us at [email protected]
Cancellations:
All orders can be canceled within 4 hours from the time that they were placed without any penalty. After 4 hours, we ensure that the order has not already been shipped or a tracking been generated before we cancel the order. In certain instances, if your order was delayed beyond the original anticipated ship date, please contact us to inquire about the reason for the delay and process for cancellation. Some exclusions apply as certain products are custom built and special ordered - these products may not be canceled after the original 4 hour window has passed.
Damaged Products:
If you received a product that was damaged, we sincerely apologize for this experience. Sometimes products may get damaged in transit to the end destination. In this situation, please contact us via email at and send a picture of the damaged product at [email protected] and we will be happy to setup a replacement shipment or a refund for you. In this situation, a prepaid FedEx or USPS return label will be provided to you. If you are unable to make it to your nearest shipping service station, we will gladly arrange a will-call for you for FedEx to pick up the package from your doorstep. All original product and shipping charges will be refunded once the damaged product is showing return tracking movement or your replacement shipment will be sent out. A claim must be filed within 3 days of delivery for damaged shipment if the package is damaged or broken during transit. Claim for non-delivery of an item must be reported with 21 days of delivery date displayed on carrier website. You can check the delivery date with the tracking number you receive via email once we ship your order.
Defective Products:
If you received a product that was defective, please contact us immediately via email at [email protected]. We accept damaged and defective claims up to 15 calendar days from the date that you received the item. Once you email us regarding the return, we may request additional documentation such as images of the damaged or defective product. If product is reported as defective after the 15 calendar day deadline, applicable manufacturer warranty will apply and customer will be responsible for warranty related communication with the manufacturer.
Once your return is approved by our return department, we will provide you with a Return Authorization Number and a return FedEx or USPS Shipping label (Prepaid). This label will be emailed to you to be printed and attached to the box. If you are unable to make it to your nearest shipping service station, we will gladly arrange a will-call for you for FedEx to pick up the package from your doorstep - there may be an extra cost associated with the will-call that we will not be responsible for. All original product and shipping charges will be refunded once the damaged product is showing return tracking movement or your replacement shipment will be sent out.
Received Incorrect Product:
In this situation, please contact us via email at and send a picture of the incorrect product at [email protected] and we will be happy to setup a replacement shipment or a refund for you. In this situation, a prepaid FedEx or USPS return label will be provided to you. If you are unable to make it to your nearest shipping service station, we will gladly arrange a will-call for you for FedEx to pick up the package from your doorstep. All original product and shipping charges will be refunded once the incorrect product is showing return tracking movement or your replacement shipment will be sent out.
Other Returns:
We accept all other return requests up to 15 calendar days from the date that you received the item (exclusions apply of custom built products and special ordered products). To initiate a return, please contact us via email at [email protected]. Returned product must be new and in unused condition. Return requests that are not due to damage during transit or manufacturer defect may be subject to a 25% restocking fee if the product is received in used and open condition. Shipping will not be refunded. If the return is approved, you will receive a Return Authorization Number via email - this number must be visibly written on the label or inside the shipment on a note. This number is used to identify your shipment once it is received into our warehouse. If you are unable to make it to your nearest shipping service station, we will gladly arrange a will-call for you for FedEx to pick up the package from your doorstep. Once you receive the approved return authorization, please email us with the return tracking number within 7 calendar days.
We do not provide return shipping labels for products that are being returned that were not either incorrect, defective, or damaged. For all other returns, the customer is liable for providing and paying for return shipping into our warehouse.
Refund:
If you paid for the purchase with a credit card or PayPal, your account will be credited back the amount of the purchase once the product has been received and checked. Please allow us 5-7 business days to review your returned product and an additional 3-5 business days for the refund to reflect in your credit card. If you paid with a check or money order, allow 10-14 days to receive your refund check from Serfinity Medical from the time we receive the returned product.
