Returns & refunds

You can back out at any point before we've paid you, and it won't cost you anything.

Last updated: 15 September 2026

The short version: change your mind any time before payment and we'll ship everything back at our expense. No restocking fee, no deduction for the label we already paid for, no questions.

Which half of this page applies to you

We run two sides of one business, and the rules differ:

Part A — Selling to us

1. Cancelling before you ship

An offer isn't binding. If you've accepted one but haven't shipped yet, just email us and it's cancelled. Throw the label away — unused labels aren't charged to us and you owe us nothing.

2. Cancelling after you ship

Tell us before we've issued payment and we'll return everything to the address you shipped from, at our expense, within two business days of your request. We don't charge a restocking fee and we don't deduct the original shipping cost.

3. If the inspection doesn't match your description

This is the situation people worry about most, so here's exactly what happens.

We inspect on the business day your package arrives. If anything differs from what you told us — a shorter expiration date, a broken seal, damage, a different brand or count — we contact you before we do anything else. We will never quietly reduce a payment.

We'll send you a revised offer explaining exactly what changed and what it's worth. You then have 14 days to choose one of three things:

  1. Accept the revised offer. We pay the revised amount the same day you accept.
  2. Take back everything. We ship the entire lot back to you at our cost.
  3. Split it. We pay the full original price for the boxes that passed, and return the ones that didn't — again at our cost.

If we don't hear from you within 14 days, we return the goods to you at our expense. We do not treat silence as acceptance.

4. Items we cannot return

If you send us something we are not legally permitted to purchase or possess — prescription medication, a prescription-only device such as a CGM sensor, or a controlled substance — we cannot ship it back to you. We will tell you we've received it, dispose of it in accordance with applicable law, and document the disposal. No payment is due for those items.

This is why we ask you to check carefully before you pack. If you're not sure about something, email us a photo first.

5. Recalled products

If a lot number turns out to be subject to an active FDA recall, we withdraw it from resale and dispose of it properly rather than returning it to you. Where you've met our terms in good faith, we still pay you the offered amount. The recall is our risk to carry, not yours.

6. Lost or damaged in transit

Our labels are tracked and insured. If a package is lost or damaged after you dropped it off using our label, we pay your quoted offer in full and pursue the carrier ourselves. Please keep your drop-off receipt until you've been paid — it's the only thing we need from you.

If you shipped with your own label, we can't cover a loss, because we have no claim to make against the carrier.

7. Payment problems

If a payment fails, bounces or goes to the wrong account, contact us and we will trace and reissue it within two business days at no cost to you.

If we overpay you in error, we'll contact you to arrange repayment of the difference. If we underpay you, we'll correct it the day we find out.

Part B — Wholesale buyers

The short version: you get 7 days to check your order against the manifest. Anything that doesn't match is refunded or replaced in full, and we pay the return shipping.

8. Your 7-day inspection window

Every order ships with an itemized lot manifest listing brand, count, lot number, expiration date and grade for every box. You have 7 calendar days from delivery to check the shipment against it.

If anything doesn't match, tell us within that window and we'll make it right. Photos help but aren't required.

9. What qualifies for a refund or replacement

At your election, full refund or replacement — and we pay return shipping — for any box that is:

  • A different brand, count or grade than the manifest states
  • Dated shorter than the manifest states
  • Unsealed, damaged or tampered with on arrival
  • Missing from the shipment
  • Subject to an FDA recall active at the date of the manifest

Refunds are issued to the original payment method within 3 business days of us receiving the return, or immediately on receipt of photo evidence where a return isn't practical. Card refunds typically appear in 5 to 10 business days depending on your issuer.

10. What doesn't qualify

These are sealed medical supplies, so once they've left our chain of custody we can't put them back into it. We can't accept returns of correctly supplied goods:

  • After the 7-day inspection window has closed
  • Where the manufacturer's seal has been broken while in your possession
  • Where the goods have been relabelled, repackaged or marked
  • Where storage conditions in your possession can't be established
  • Because your own resale demand changed — we don't accept change-of-mind returns on correctly supplied stock

If you're unsure whether a lot will suit you, ask for photos before you order. We'd rather send them than argue afterwards.

11. Order cancellation (buyers)

Cancel any time before the order ships and we refund in full, including any shipping already charged. Once it's shipped, section 8 applies instead.

If we cancel — stock sold, verification lapsed, anything else — you get a full refund within 2 business days and we'll tell you why.

12. Recalls after delivery

If a lot you bought becomes subject to a recall after it ships, we'll notify you as soon as we know and refund the affected boxes in full, on either their return or documented destruction. That applies with no time limit — the 7-day window doesn't cut it off.

How to make a request

Sellers: email or call with your name and offer number if you have one.

Wholesale buyers: email with your invoice number. Both are actioned within two business days.

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