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Return & Exchange Policy

At Strouden, your trusted partner in veterinary medical supplies, 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

30-Day Return Period: Items may be returned within 30 days from the date of delivery, provided they meet our return criteria outlined below.

Eligible Items for Return

Returnable Products:

  • Unused surgical sutures (Assufil, Monofil, Assunyl, Filbloc, Assucrom) in original sterile packaging
  • Unopened skin adhesives (Ergon) with intact seals and within expiration dates
  • Unused staplers and surgical instruments in original packaging
  • Sterile procedure packs in unopened condition
  • Educational materials and non-sterile accessories

Non-Returnable Products:

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

Return Requirements

Original Packaging & Condition

  • Products must be in original manufacturer packaging
  • Sterile barriers must remain intact and unopened
  • All lot numbers and expiration dates must be clearly visible
  • Products must be in new, unused condition

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: Accounts@strouden.com
  • Phone: 917 399 2141 (Monday-Friday, 8:00 AM – 6:00 PM EST)
  • 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 Strouden
  • Expedited processing within 3-5 business days
  • Replacement priority for critical veterinary cases

Damaged in Transit

  • No fees apply for items damaged during shipping
  • Immediate replacement or full refund
  • Photo documentation may be requested for processing

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: 30 days from delivery
  • Exchange shipping: Customer covers return shipping; we cover replacement shipping

Special Circumstances

Emergency Veterinary Situations

For urgent veterinary cases requiring immediate product replacement:

  • Expedited processing available
  • Emergency replacement shipping at no additional cost for defective items
  • Direct veterinarian contact line for critical situations

Expired Products

  • Exchange program available for products nearing expiration
  • 30-day advance notice for proactive inventory management
  • Account credit for unopened expired products (case-by-case basis)

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 Strouden

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
  • Check payment (upon special request)

Contact Information

Return Support Team

  • Email: Accounts@strouden.com
  • Phone: 917 399 2141 (Monday-Friday, 8:00 AM – 6:00 PM EST)
  • Emergency Veterinary Line: Available for critical cases

Mailing Address for Returns

[RMA number required – address provided with authorization]

Strouden Returns Department
 10 Grand Central

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.