Return Policy
Due to federal health and safety regulations governing medical devices, all sales are final.
Our products are classified as medical devices intended for use on the human body. Under guidelines from the U.S. Food and Drug Administration (FDA), any device that has been shipped to a customer must be treated as potentially biologically contaminated and cannot be resold, restocked, or reused.
As a result, we are unable to accept returns, exchanges, or cancellations under any circumstances once an order has been shipped.
This policy includes, but is not limited to:
- Devices that have been opened or used
- Devices that remain unopened
- Orders that are in transit
- Orders marked “refused” at delivery
- Orders where the customer no longer wants or needs the device
Once your order has left our facility, the sale is considered final and non-returnable.
The only exception to our firm policy is if someone requests cancellation before the device has been processed and shipped, this is still discouraged since it can depend on timing of how quickly our order fulfillment department processes orders. However, once the device is in possession of our shipping carrier, it cannot be considered for a cancellation or return/refund.
We strongly encourage all customers to:
- Carefully review product details and specifications prior to purchase
- Contact our support team with any questions before placing an order
Our support team is available to help ensure the device is appropriate for your needs before you buy.
Exceptions (if applicable):
Although rare, if your package arrives and something is missing, contact us directly for swift resolution to receive the items you paid for. For scenarios related to items that arrive damaged, customers can file a claim with Route Protection; our SEG Insurance Ltd partner. Any such issues must be reported no sooner than five days and no later than 30 days from the delivery date.
12-month Limited Warranty
PathRight Medical protects the components of its medical devices with a limited twelve-month warranty. In accordance with this warranty, PathRight Medical will replace any device or component sold directly by PathRight Medical at no cost if it ever fails due to defective workmanship or material when the device is operated and maintained according to the Instructions for Use Manual and other instructions provided in the box.
For users who purchased the device from a physician stocking account or the Mayo Clinic store, your warranty is still valid but will require you to submit your paid invoice to us so we can verify if the device was purchased within the last 12 months to determine if the warranty period is still active.
Repair or replacement is at the sole discretion of PathRight Medical. The limited twelve-month warranty (from date of purchase) is granted only to the original owner of the medical device. We may request photo or video evidence to properly diagnose the issue to ensure the customer receives the correct part.
This warranty is valid only in the United States and Canada and applicable only when the device is used in the country in which it was purchased. Outside the United States and Canada, this warranty does not apply. If you purchased the device from one of our licensed distribution partners in another country, please contact them directly for any device failures or defective components.
Exclusions:
This warranty does not cover any defect or damage, which is not the direct fault of PathRight Medical; this includes but is not limited to:
- Damages which occurred during transit; see the aforementioned disclaimer about our shipping insurance partner (Route Protection) who cover packages that are lost, stolen or damaged in transit.
- Damages due to failure in following the recommended care, including cleaning and storage of the device as outlined in the Instructions for Use Manual.
- Any repair, modification, alteration, or adjustment to the device performed by anyone other than PathRight Medical.
- Failure of the product if it is abused or misused.
- Abnormal wear and tear or breakage from dropping.
- Damage to the product caused by accident, fire, floods or acts of God.
To inquire about a warranty claim for your medical device, or if you need to request replacement component(s) for an out-of-warranty device; please email customer service at support@pathrightmedical.com or visit the spare parts page on our website for the direct purchase.