Product Return Policy
Product Returns: All returns are subject to Merit’s approval. A customer may not return any products unless the customer receives prior written authorization from Merit; products returned without Merit’s prior written authorization will be refused.
Products Eligible for Return: The following products may be returned: a) products that breach an applicable Merit warranty (“Defective Products”); b) products that are shipped due to Merit’s processing error; or c) standard, unopened, unaltered, non-reprocessed, non-refurbished, and/or non-expired products that Merit receives within 90 days from the invoice date of the original shipment order and that Merit determines to be in resalable condition. However, obsolete products, discontinued products, products with less than six months of shelf life remaining, custom products developed for a customer’s individual needs, or special order products (including custom volume orders) are not returnable under any circumstances.
Authorization Process and Credit: If Merit approves a return request, Merit will provide the customer with a return goods authorization (RGA) number and return instructions. Returned products must be accompanied by the original order, invoice and/or packing slip, and must include the RGA number on the outside of the box. Products without an RGA will be refused. Upon receipt of the products in good order, Merit may approve the return and credit the purchase price minus a 20% restocking fee (or a 25% restocking fee for otherwise return-eligible HeRO products) to the customer’s account. For Defective Products or products shipped due to Merit’s processing error, Merit will pay return freight costs by providing the customer with a return freight account code and Merit will not charge a restocking fee for those products.
Cancellation of Purchase Orders: Purchase orders may be cancelled for non-custom products within the same business day of the order, provided that the order has not yet been processed. Purchase orders may not be canceled for custom products and custom volumes once Merit begins production of the custom order.
Freight for Returned Products: The customer must properly package return products to prevent damage during shipping and may choose to insure the shipment against damage or loss since Merit will not issue a return credit for products that are damaged during shipment to Merit, except as set out below. For returned products, the customer is responsible for all freight charges to and from Merit, except that Merit will be responsible for freight charges and damage during shipping for Defective Products and products returned due to Merit’s processing error.
Contact Information:To request return authorization please contact Merit’s International Customer Service at 0031 (0)43 3588 222 (for United Sates please call (800) 356-3748; for France please call 0800 91 60 30; and for Germany please call 0800 182 0871) with return information including the catalog number, lot number, invoice number, invoice date, purchase order number, and the reason for return. Additional information may be required.
This Product Return Policy is subject to change by Merit without notice.