Return & Refund Policy
Last updated: April 9, 2026
At CareGear Suppliers, we are committed to the quality and safety of every surgical, orthopedic, and dental instrument we ship. Because our products are used in critical clinical environments, our return and refund policy is designed to protect both the integrity of our instruments and the safety of patients and healthcare professionals. Please read this policy carefully before placing your order.
Eligible returns must be initiated within 30 days of delivery.
A Return Merchandise Authorization number is required before shipping items back.
Items must be returned in original, unopened, undamaged packaging.
1General Return Eligibility
To be eligible for a return, the following conditions must be met:
- Return request is initiated within 30 calendar days of the confirmed delivery date.
- The item is in its original, unused, and unaltered condition.
- The item is in its original manufacturer packaging with all labels, tags, and seals intact.
- The item has not been used on a patient, exposed to bodily fluids, or subjected to any sterilization process.
- A valid proof of purchase (order number or invoice) is provided.
- A Return Merchandise Authorization (RMA) number has been issued by our team before the item is shipped back.
2Surgical Instruments
Our surgical instruments — including scissors, forceps, needle holders, retractors, clamps, scalpel handles, and laparoscopic tools — are precision-manufactured and subject to the following return conditions:
Returnable
- • Unopened, factory-sealed instrument sets
- • Individual instruments in original clamshell or pouch packaging
- • Items received damaged or defective (must be reported within 5 days of delivery)
- • Incorrect items shipped due to our fulfillment error
Non-Returnable
- • Instruments that have been used, sharpened, or re-sterilized
- • Items with broken sterile seals or compromised packaging
- • Custom-engraved or custom-set instruments
- • Disposable blades, sutures, and single-use cutting components
3Orthopedic Instruments & Implants
Orthopedic instruments such as bone chisels, osteotomes, bone curettes, rongeurs, rasps, and orthopedic power tool accessories carry specific return requirements due to their precision tolerances and sterility demands:
- Instrument trays and sets may be returned if sealed, unused, and undamaged.
- Trial implant components (non-sterile, reusable trial sets) are returnable if unmodified and in original cases.
- Sterile implants (plates, screws, nails, pins) cannot be returned once the sterile barrier has been opened, regardless of whether they were implanted.
- Consignment inventory disputes must be addressed within 14 days of the consignment delivery date.
- Orthopedic power accessories (drills, reamers, saw blades) are subject to a 20% restocking fee if returned in unused condition.
4Dental Instruments
Our dental instrument line includes scalers, curettes, elevators, extraction forceps, mouth mirrors, explorers, and periodontal probes. Due to strict infection control standards in dentistry:
Eligible for Return
- • Sealed cassette/kit sets never opened
- • Individual instruments in original sealed pouches
- • Factory-defective items reported within 5 days
- • Wrong item received due to order error on our part
Not Eligible
- • Any instrument that has entered a patient's mouth
- • Opened sterile bur sets, endodontic files, or irrigating needles
- • Handpieces that have been lubricated or run
- • Impression materials, cements, or any consumable dental supplies
5Items That Cannot Be Returned (All Categories)
The following items are final sale and cannot be returned under any circumstances:
- Any item that has been used on a human or animal patient
- Sterile items with opened, torn, or compromised packaging
- Products that have been sterilized (autoclaved, EO gas, or otherwise) by the customer
- Custom-configured sets, laser-engraved instruments, or special-order items
- Hazardous materials or items that cannot be safely returned (e.g., items containing radioactive markers)
- Products purchased at final sale, clearance, or liquidation pricing
- Gift cards and digital products
- Items returned without a valid RMA number — these will be refused at our receiving dock
6How to Initiate a Return
- 1
Contact Us
Email info@caregearsuppliers.com or call +1 (516) 288-1268 within 30 days of delivery. Include your order number, item(s) to be returned, and reason for return.
- 2
Receive Your RMA Number
Our team will review your request within 2 business days and issue a Return Merchandise Authorization (RMA) number if the return is approved. Do not ship any item without this number.
- 3
Package the Item Securely
Place the item in its original packaging. Write the RMA number clearly on the outside of the shipping box. Do not write on the original product packaging.
- 4
Ship to Our Warehouse
Ship the item using a trackable courier (UPS, FedEx, or USPS Priority Mail). You are responsible for return shipping costs unless the return is due to our error or a defective product. Retain your tracking number.
- 5
Inspection & Processing
Upon receipt, our quality team will inspect the returned item within 3–5 business days. If approved, your refund or replacement will be processed immediately.
7Refund Policy
Refund Timeline
Once your return is inspected and approved, refunds are processed within 5–7 business days to your original payment method. Please allow an additional 2–5 business days for your bank or card issuer to post the credit.
Restocking Fee
A 15% restocking fee applies to all non-defective returns. Orthopedic power accessories carry a 20% restocking fee. No restocking fee is charged for defective items or our fulfillment errors.
Partial Refunds
Partial refunds may be issued at our discretion for items returned with minor packaging damage, missing accessories, or missing documentation, provided the instruments themselves are unused.
Shipping Costs
Original shipping charges are non-refundable unless the return is the result of our error (wrong item shipped, manufacturer defect confirmed). Return shipping is at the customer's expense unless otherwise authorized.
8Defective Items & Warranty Claims
12-Month Manufacturing Defect Warranty
All CareGear Suppliers instruments carry a 12-month warranty against manufacturing defects from the date of delivery. This covers material and workmanship defects under normal clinical use.
- • Defective items must be reported within 5 days of delivery with photos and a description of the defect.
- • Warranty claims submitted between 5 days and 12 months will be evaluated case-by-case.
- • Approved warranty claims result in a free replacement shipped within 5–7 business days, or a full refund at your preference.
- • Warranty is void if instruments show signs of misuse, modification, improper sterilization, or damage from non-clinical environments.
9Exchanges
We offer exchanges for the same product (e.g., different size, grade, or finish) where stock allows. To request an exchange, follow the same RMA process outlined in Section 6. Once we receive and inspect the returned item, your replacement order will be shipped within 3–5 business days. Price differences will be charged or refunded accordingly. Exchanges are subject to the same eligibility criteria as returns.
10International Orders
International customers are responsible for all return shipping costs, customs duties, and import taxes associated with the return shipment. We strongly recommend using a trackable, insured shipping method. CareGear Suppliers is not liable for items lost or damaged in return transit. Refunds for international orders will be issued in USD to the original payment method; currency conversion differences are not our responsibility.
11Contact Us
If you have any questions about our Return & Refund Policy or need to initiate a return, please reach out to our customer support team:
Support hours: Monday – Friday, 9:00 AM – 5:00 PM EST
Important Notice: CareGear Suppliers reserves the right to refuse returns that do not comply with this policy, to update this policy at any time without prior notice, and to make final decisions regarding the condition and eligibility of returned merchandise. Continued use of our services after policy changes constitutes your acceptance of the updated terms.