Return & Exchange Policy

At Gexfix International Corp., the official distribution partner of Assut Europe S.P.A., we are committed to providing veterinary professionals with the highest quality surgical sutures, skin adhesives, staplers, and sterile procedure packs. Our return and exchange policy ensures your complete satisfaction while maintaining the safety and integrity standards required for veterinary medical devices.

Return Window

7-Day Return Period: Items may be returned within 7 days from the date of delivery, provided they meet our return criteria outlined below.

Eligible Items for Return

Returnable Products:

  • All products are eligible for return if they meet the following conditions:
    • Products must be in original packaging, with intact seals, in unopened condition, and within expiration dates.
    • Products must be in new, unused condition, and all lot numbers and expiration dates must be clearly visible.

Non-Returnable Products:

  • Opened sterile packages or compromised sterile barriers
  • Used or partially used products for safety and hygiene reasons
  • Custom or special-order items made to specific practice requirements
  • Products damaged by misuse or improper storage

Documentation Required

  • Original order number or invoice
  • Reason for return (defective, wrong item, excess inventory, etc.)
  • Veterinary license verification for controlled returns

Return Process

Step 1: Initiate Return Request

Contact our customer service team to obtain a Return Merchandise Authorization (RMA) number:

  • Email: info@medicaldevicevet.com
  • Phone: +1 212 213 8244
  • Online Portal: Available through your account dashboard

Step 2: Package Preparation

  • Include RMA number on all return packages
  • Use original packaging when possible
  • Include copy of invoice and return documentation
  • Package items securely to prevent damage during return shipping

Step 3: Return Shipping

  • Customer responsibility: Return shipping costs are covered by the customer
  • Recommended carriers: FedEx, UPS, or USPS with tracking
  • Return address will be provided with your RMA number

Return Fees & Refunds

Standard Returns

  • 15% restocking fee applies to all eligible returns
  • Processing time: 5-7 business days after receipt and inspection
  • Refund method: Original payment method or account credit

 

Defective Product Returns

  • No restocking fee for manufacturer defects
  • Return shipping covered by Gexfix International Corp.
  • Expedited processing within 3-5 business days

Damaged in Transit

  • No fees apply for items damaged during shipping
  • Immediate replacement or full refund

Exchange Process

Product Exchanges

  • Same-value exchanges: Available for unopened, unused products
  • Size or specification changes: Subject to availability
  • Price difference: Customer responsible for additional costs

Exchange Timeframe

  • Same processing window: 7 days from delivery
  • Exchange shipping: Customer covers return shipping; we cover replacement shipping

Quality Assurance

Inspection Process

All returned items undergo:

  • Quality control inspection
  • Sterility verification where applicable
  • Documentation review
  • Lot tracking for safety monitoring

Product Recall Support

In the unlikely event of a product recall:

  • Immediate notification to all affected customers
  • Full refund or replacement regardless of return window
  • Return shipping covered by Gexfix International Corp.

Refund Processing

Timeline

  • Standard returns: 7-10 business days after approval
  • Defective items: 3-5 business days after receipt
  • Credit card refunds: 3-5 business days to appear on statement

Refund Methods

  • Original payment method (preferred)
  • Account credit for future purchases

Contact Information

Return Support Team

  • Email: info@medicaldevicevet.com
  • Phone: +1 212 213 8244 (Monday-Friday, 8:00 AM – 6:00 PM EST)

Mailing Address for Returns

[RMA number required – address provided with authorization]

420 Lexington Ave Suite 300 

New York NY 10170

Policy Updates

This return and exchange policy is designed to meet the evolving needs of veterinary professionals. We reserve the right to update this policy with advance notice. All changes will be communicated via email and posted on our website.