Returns & Refunds
We want you to be confident in your purchase. Please review the information below before placing your order.
Important Notice – Domestic & International Returns
This Return Policy applies to both domestic (U.S.) and international orders.
Due to the nature of medical-grade wound care products, return eligibility differs between domestic and international purchases. Please review the information below carefully before initiating a return.
International orders are final sale except in cases where an item arrives damaged or incorrect.
Domestic Returns (U.S.)
Due to the nature of medical and wound care products, we are unable to accept returns on opened or used items. This policy helps ensure product safety, hygiene, and compliance.
Unopened, unused items in their original, sealed packaging may be eligible for return within 14 days of delivery, subject to approval. To request a return, please contact us prior to sending any items back.
Return requests must include:
- Order number
- Item(s) being returned
- Reason for the return
Unauthorized returns will not be accepted.
Non-Returnable Items
The following items are not eligible for return or refund:
- Opened or used products
- Products with damaged or missing original packaging
- Clearance or final sale items
- Products marked as non-returnable
Refunds
If a return is approved and received in acceptable condition, refunds will be issued to the original form of payment within 5–7 business days after inspection. Original shipping charges are non-refundable.
Refunds may be reduced or denied if returned items do not meet eligibility requirements.
Damaged or Incorrect Orders
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery. Include your order number and clear photos of the item and packaging so we can promptly assist you.
Claims submitted outside of the 48-hour window may not be eligible for review or replacement.
Exchanges
At this time, we do not offer direct exchanges. If eligible, approved returns may be refunded, and a new order may be placed.
Shipping
Customers are responsible for return shipping costs unless the return is due to an error on our part.
International Returns
Due to regulatory, hygiene, and safety considerations associated with medical-grade wound care products, international orders are not eligible for return or refund unless the item arrives damaged or incorrect.
If your international order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery and include your order number and clear photos of the item and packaging.
International Fees & Non-Refundable Charges
Customs duties, VAT, GST, import taxes, and carrier processing fees are non-refundable and remain the responsibility of the customer, even if a return is approved or a shipment is refused.
Shipping charges are non-refundable once an order has been dispatched.
If a return is approved, customers are responsible for return shipping costs unless the return is due to an error on our part.
For international orders approved due to damage or error, return shipping instructions will be provided on a case-by-case basis.
Contact Us
If you have questions about returns or refunds, please contact us at:
Email: support@advancedcopperwoundcare.com
Phone: 1-800-713-4451