Return & Refund Policy

This policy applies to all veterinary orthopedic plates, screws, intramedullary nails, orthopedic kits, surgical auxiliary instruments and other veterinary orthopedic consumables in our store. As our products are sterile medical consumables for veterinary use, the return and refund rules are different from ordinary goods to ensure animal medical safety. All after-sales applications shall be implemented in accordance with the following specifications.
 

1. Return Application Time Limit

We accept eligible return, exchange and refund applications within 30 calendar days from the date of delivery signing. No after-sales applications will be accepted beyond the time limit. All quality problems must be reported within 24 hours after receipt, otherwise the products will be deemed intact.
 

2. Return & Exchange Eligibility Criteria

Only products that meet all the following conditions can pass the after-sales review:
  • The product is unopened, unsterilized and unused, with intact sterile packaging, no scratches, stains or oxidation wear;
  • Complete original sterile packaging, certificate of conformity, product manual, supporting accessories and all original materials without loss or replacement;
  • No artificial modification, polishing, assembly trial use or other manual damage, and no contact with surgical environment or animal bodies;
  • Valid order number and purchase certificate are provided for verification.

3. Available After-Sales Solutions

After the application is approved, the following compliant after-sales solutions are available:
  • Original Full Refund: After the returned product is verified intact, we will fully refund the product actual payment amount. The original shipping fee is non-refundable (except for merchant quality problems);
  • Model/Size Exchange: Free exchange for different sizes and models of the same series of orthopedic consumables. Price difference will be refunded or charged accordingly (only for unopened new products);
  • Store Credit: Equal-value store credit will be issued, valid for a long time and applicable to all subsequent purchases in our store.

4. Shipping Fee Responsibility

  • Merchant Liability (quality defects, factory damage, wrong model/size, missing accessories): We bear all round-trip shipping fees and provide free prepaid return labels;
  • Customer Personal Reasons (wrong size, over-purchase, order cancellation, expectation mismatch): The buyer shall bear the return shipping fee, which will be deducted from the refund amount;
  • Customs duties, clearance fees and cross-border surcharges are non-refundable under any circumstances.

5. Non-Returnable & Non-Refundable Items (Final Sale)

The following items are not eligible for unconditional return, exchange or refund due to medical safety, sterile standards and customization attributes. Placing an order means recognition of this rule:
  • All veterinary orthopedic consumables and surgical instruments with opened sterile packaging;
  • Custom processed, polished and special-size customized orthopedic products tailored for animal surgery;
  • Consumables and instruments with sterilization completed, trial opened or contacted with medical environment;
  • Clearance products, overstock items and flash sale products marked Final Sale;
  • Disposable veterinary surgical auxiliary consumables and wearable accessories.

6. Standard Return Process

  1. Submit Application: Contact us via online customer service or official after-sales email, providing order number, product model, return reason and clear product photos (including packaging and product details);
  2. Review: Our team will complete qualification verification within 24 hours, and send official return address, packaging specifications and shipping guidelines after approval;
  3. Return Goods: Pack the products tightly to avoid transportation damage, and send the tracking number to customer service;
  4. Process After-Sales: After our warehouse verifies the integrity and sterility of the returned products, we will complete refund, exchange or store credit issuance within 5-10 business days. The bank arrival time is subject to the financial institution.

7. Exclusive Rules for Quality Problems

If factory defects, damage, wrong specifications or missing accessories are found within 24 hours after receipt, please take clear photos of the shipping label, outer package and product defects for verification. Once confirmed as product quality problems, we provide free replacement, full refund or exchange without returning defective products (case-by-case), with no extra charges.
 

8. Supplementary Terms

  • Returned products with damaged packaging, invalid sterility, artificial damage or missing accessories will be rejected without refund;
  • All refunds will only be returned to the original payment account, no cash or third-party transfer is supported;
  • The after-sales service of veterinary medical consumables complies with industry safety specifications. We reserve the final right of interpretation and after-sales review.