01
Restocking Fees
A restocking fee of up to 15% may apply to certain returns, particularly for items that require special handling or repackaging. Returns due to our error (wrong item shipped, defective product) are not subject to restocking fees.
Return Policy
Easy returns, every time.
30 Days
Return Window
3–5 Days
Processing Time
100%
Refund (Eligible)
How It Works
Four steps to
return an item.
Step 01
Contact Us.
Reach out to our customer service team via phone or email to initiate your return request.
Step 02
Get RMA Number.
Receive a Return Merchandise Authorization (RMA) number required for all returns.
Step 03
Pack & Ship.
Securely pack items in original packaging and ship to the designated return address.
Step 04
Refund or Credit.
Once received and inspected, we'll process your refund or account credit.
Eligibility
What can be
returned.
Eligible
Returnable items.
- Unopened products in original packaging
- Items within 30 days of delivery
- Products with no signs of use or damage
- Items with all original tags and labels
- Non-expired products
- Items not marked as non-returnable
Excluded
Non-returnable items.
- Opened sterile products
- Custom procedure trays and kits
- Special order items
- Expired products
- Hazardous materials
- Items marked final sale
- Products without original packaging
- Implantable devices once opened
Details
Policy details.
02
Damaged or Defective Items
If you receive a damaged or defective item, please contact us within 48 hours of delivery. Take clear photos of the damage and the packaging. We will arrange for a replacement or full refund, including any shipping costs. Do not discard damaged items or packaging until instructed.
03
Wrong Item Received
If you received an incorrect item, contact customer service immediately. We will send the correct item and provide a prepaid return label for the wrong item at no cost to you. Please do not open or use the incorrect item.
04
Refund Methods
Refunds are issued to the original payment method used for the purchase. Credit card refunds typically appear within 5-7 business days after processing. Account credits are applied immediately and can be used on future orders.
05
Special Orders
Items ordered specifically for your facility (special orders, custom procedure trays, non-stock items) are generally non-returnable. Please confirm specifications carefully before placing special orders.
FAQ
Frequently asked.
How long do I have to return an item?
Standard returns must be initiated within 30 days of delivery. Some product categories may have different timeframes. Contact our customer service team if you're unsure about the return window for your specific items.
Do I need an RMA number?
Yes, all returns require a Return Merchandise Authorization (RMA) number. Returns received without an RMA number may be refused or delayed. Contact customer service to obtain your RMA before shipping.
Who pays for return shipping?
For returns due to our error (wrong item, defective product, shipping damage), HSH will provide a prepaid return label. For other returns, the customer is responsible for return shipping costs.
How long does it take to process a refund?
Once we receive your return, inspection and processing typically takes 3-5 business days. Refunds are issued to the original payment method and may take an additional 5-7 business days to appear on your statement.
Can I exchange an item instead of returning it?
Yes, we offer exchanges for items of equal or greater value. Contact customer service to arrange an exchange. If the replacement item costs more, you'll be charged the difference.
What if I received a damaged or defective item?
Please contact us within 48 hours of delivery for damaged or defective items. Take photos of the damage and packaging. We'll arrange for a replacement or refund at no additional cost to you.
Related Policies
Need Help
Need help with
a return?
Our customer service team is here to assist you with any return questions or issues.