Returns and Refunds

You may return your items back to the seller within 30 days of your purchase. If your item arrives damaged there are several ways you can return your items to the seller and get a refund. Please note that some single use medical equipment, personal protective equipment, sterile products and products that have expired after being received by customers are non-returnable. Make sure to contact the seller and ask any questions you may have before making your purchase.


Start a return 

You can start a return in your order history. See the instructions below to find out how:


1. Navigate to the orders section. 

2. Click on the order number of the item you would like to return. 

3. Click on "Return this item" link, select the product from the order you would like to return. You have two options, request a replacement or request a refund. After choosing one of these options, select the reason for the refund. Please note, that if your order included more than one of the same products, you can also  choose the quantity of the items your would like to return. 

4. Enter any message you have about your return (Optional)

5. Select Send 


What happens after you've started a return

After you send a request for a return the seller has 4 business days to get back to you. How the seller responds to your return request will  depend on the reason for your return. 


Return Reason: Damaged item,  doesn’t match the listing description, or it's the wrong item

Here are some ways sellers can respond to your return request. 


Seller must accept your return request and offer a full refund –  Before seller issues a refund you must return the item in the same condition in which it was received, and then seller will issue a full refund, including the original shipping cost. The seller will also pay for return shipping.

Offer you a partial refund and let you keep the item –  If you are not completely satisfied with your purchase, you may ask the seller to issue a partial refund and let you keep the item – for example, if it arrived with a minor scratch – but you're happy to keep it.

Offer you a replacement or an exchange – You may ask the seller for an option of returning an item for a replacement or exchange instead of a refund.

Communication about further – The seller may ask you for more details about your return request. When the seller replies, we'll send you an email with details of the next steps.


Return Reason: You changed your mind about an item

Here are some ways sellers can respond to your return request. 


Accept your return request and offer a full refund – If this request is within 30 day period of your purchase, seller can choose to accept your return request and issue a full refund –  Covering shipping costs are at sellers discretion. Seller may ask you to pay for the return shipping costs.  

If the item you return is opened, used, damaged, missing parts, or is damaged during return shipping because it wasn't packaged well, sellers may deduct costs from your refund to cover the loss in the item's value.

Offer you a partial refund and let you keep the item –  If you are not completely satisfied with your purchase, you may ask the seller to issue a partial refund and let you keep the item – for example, if it arrived with a minor scratch – but you're happy to keep it.

Decline your return request – Sellers may decline your return request if you changed your mind about an item after you missing the 30 day return deadline. 

Communication about further – The seller may ask you for more details about your return request. When the seller replies, we'll send you an email with details of the next steps.



Ship the item back to the seller

  • When your return request is accepted by the seller, you’ll receive a return shipping label from either the seller  or in some cases you’ll be asked to purchase a shipping label directly from a shipping carrier through. Who will be responsible to cover the shipping costs will depend on why you're returning you item back. 
  • You’ll be notified about the a date by which you should ship the item back. You can find this return date in the details of your return request If you fail to return the item by that date, we may close your return request.
  • When you ship the item back to the seller make sure to add your tracking number  to your return request to avoid delays or issues in the refund process. If you use Oisto to purchase your shipping label  tracking details will automatically be uploaded to your account. If you're using a non-Oisto generated shipping label you should manually add the tracking details to the return request. 
  • Keep in mind that the condition of the item you return back to the seller is very important, so make sure to repack the item carefully. If you return the item used, damaged, missing parts, or damaged during return shipping because it wasn't packaged correctly, sellers may deduct from your refund to cover the loss in the item's value. If you have purchased insurance for the return shipping  you may ask the shipping carrier to cover these costs. 


Tip: You must always request a signature confirmation if the item being returned is over $500 


Check your return request status 

We will notify you by email when a decision is made about your return request. You can also keep an eye on the progress of your return requests by navigating to the Return requests within your account. 


Getting a refund

Once the the tracking information of your shipment shows that the item has been received by the seller and the seller has agreed to process the refund, seller has 2 business days to issue your refund. When the refund is issued  you'll receive an email confirmation about the refund. Please note that in some cases it may take up to 30 days to fully process the refund, this delay may also depend on your credit card provider or financial institution.