UPDATED COVID-19 Returns Policy
Effective March 23, 2020, we are still processing returns from healthcare facilities of unopened and unused products in accordance with the policy below. However, in an effort to minimize exposure risk to our onsite employees all returns received to Carstens will be securely stored and NOT processed for 7 business days to allow for any potential COVID-19 contamination to be properly contained, disinfected, and eliminated. We appreciate your understanding during this time.
If the product you are attempting to return has been exposed to COVID-19 and used in facility with a known case of COVID-19 we cannot accept this return back to our warehouse for the safety of our workers. We will work with you on a case-by-case basis to determine how each of these returns will be handled. We appreciate your patience during this time.
While we value complete satisfaction with every purchase and for every customer, we cannot accept returns of any products without prior express permission. All return shipments must be clearly marked with the return authorization number issued by Carstens. All authorized returns are subject to a 20% restocking charge or a $10.00 minimum, whichever is higher. The customer is not responsible for shipping or restocking fees if Carstens in responsible for the mistake in the order.
Return goods must be in unused, resalable condition and may not be older than thirty (30) days. Freight collect returns will not be accepted. Damaged items will be billed at full repair cost if original cartons are not used for return or if goods have been improperly packed. In addition, Carstens reserves the right to refuse such shipments. Return authorization becomes null and void after thirty (30) days from the date of issue. Goods will not be accepted after this period. Parts are not returnable for credit. Modified or custom-made goods are not returnable. Equipment returned to Carstens in knocked-down, disassembled or used condition cannot be credited under any circumstances.
At Carstens, we take great pride in providing you the very best service and products, in every situation. If you have questions, please email customer service or call 1-800-782-1524 for immediate assistance. Our offices are open M-F 8 AM to 5 PM CST.