How to Submit a Return/Exchange Request
To return or exchange an item, first read this policy. Next, you must contact us to request an authorized RMA number. We will assign a number to your case and give you any additional details at this time.
We want you to be completely satisfied with your purchase. If for any reason you are not satisfied, we will gladly accept your timely return of unworn, unwashed, or defective merchandise within 30 days from the shipping date.
Please Request a Return Merchandise Authorization (RMA) Number
We will issue a return merchandise authorization number in the form of a RMA slip, which you should include in your return packaging with the original invoice. Pack the item in an envelope or box (usually provided by carriers) and mail the package back to us using the address below. We perform refunds or exchanges on any unworn merchandise, regular and sale price (excluding Final Sale) for up to 30 days from the shipping date from customers within the United States. No exchanges are processed outside of the 30-day window.
Terms & Conditions for Returning Goods
Returned merchandise should include the vendor packaging and tags. The items must still be in new condition. Used merchandise cannot be returned. Final Sale items are not eligible for a refund, exchange or credit. We only accept returns purchased from this website or directly through AT Surgical Company. Merchandise purchased from other retailers must be processed through the platform it was purchased with and returned to the retail vendor. Any merchandise received used or outside of the 30 day return window will not be processed.
Refunds on Gift Card Purchases
If your order was paid for with a gift card, your return will be refunded in the form of a merchandise credit. The merchandise credit will be sent to you in the form of a gift card via email. If a gift card is used in combination with a personal credit card for a purchase, and the item(s) are returned, a merchandise credit in the amount equal to the purchase made with the gift card will always be refunded back to the gift card, followed by a refund to the personal credit card for any remaining balance.
No International Exchanges
We are unable to process equal exchanges for International customers at this time. Returned goods received from international customers will be processed as a standard return for reimbursement. We request our international customers simply place a new order for the items required and return the original items as outlined above.We no longer process exchanges for International customers. Items received from international customers are processed as returns. We request our international customers place a new order for the items required and return the original items as a standard return.
Shipping Policy for Returns & Exchanges
All initial shipping charges paid at time of purchase are nonrefundable. We do not pay for return shipping and therefore do not provide pre-paid return labels. Buyer is responsible for return shipping fees which are also non-refundable, except in the event of a seller error. The only exception is if a return qualifies for coverage of shipping fees due to a verified seller error. In this event, a refund for return shipping will appear in the total reimbursement issued. Our policy is to reimburse for merchandise and shipping on receipt of the returned goods.
$5.00 Shipping & Handling fee
You will need to enclose $5.00 to cover the cost for re-shipment of the exchanged goods. We do not pay for re-shipping fees of exchanged goods. We do not make exceptions unless a seller error has been verified and it has been determined that you will receive a no-cost replacement.
When Free Shipping was Applied
If your purchase originally qualified for free shipping, and the cost of the returned merchandise dropped the net purchase amount to under $75.00, your refund will be reduced by the amount of shipping charges applicable to the original purchase amount.
Track your Package
We recommend you return the package using a traceable shipping method with shipping confirmation or signature on receipt. This will provide recourse should something happen to your package. We do not accept responsibility for packages we do not receive. We cannot accept C.O.D. deliveries. If a shipment is refused upon arrival, any shipping fees assessed by the carrier to return the item to us will be deducted from the amount refunded. Restocking fees may apply. Please keep the tracking details for your records.
Please Mail Returns To:
Returns/Exchanges Department, AT Surgical Company,115 Clemente Street, Holyoke, MA, 01040, USA
Standard Refund Processing Time
Upon receipt and inspection of your items, you will be refunded in the form of your original method of payment and will include any taxes paid. Refunds to your credit card may take up to one billing cycle to appear on your credit card statement. Allow 7-14 business days to process your return. Allow 3 business days for the refund to post to the account once it has been completed. Allow 72 hours for the credit to appear on your statement.