Returns and Refund Policy
Endure Industries is committed to creating a refund and return process that is fair and easy to use for all customers. While generally, most submitted cases do result in a refund, all requests are subject to a stringent evaluation criteria. If you receive items that are damaged or defective, please contact us immediately. Our staff will arrange for a return shipping label so that the item can be returned for laboratory on internal clinical evaluation as soon as possible. If a mistake has been made on our part, Endure will do everything we can to quickly rectify the situation. In order to access our Return Center, please visit the following link:
Return Merchandize Authorization (RMA)
Returns and refund requests are subject to vendor discretion based on the condition of the product and the reasons for the request. They will be not accepted without a Return Merchandize Authorization (RMA) from our staff.
All refunds will be credited back to your initial form of payment. All credits will be sent in the form of a discount code that can be applied to any future purchase. When requesting a return, please include the following information:
- Order or Invoice Number
- Medical Device and quantity requested for return/refund
- Reasons for the return/refund request
As a medical device company, Endure Industries is committed to ensuring the quality of all products that re-enter the supply chain. As a result, all returns are carefully vetted by our Product Support Team. Products are only eligible for returns if they meet the following conditions:
- The products must be in their original condition and unused
- The products must be in their original packaging and the packaging seal must remain unbroken
In the case where returns do not meet these conditions or cannot be re-entered into inventory for logistical reasons, customers will be granted a refund if their request submission is accepted without needing to return the item.
For medical devices with a technological component, refunds are contingent on the satisfactory functioning of said component during use.
Once you have obtained an RMA, our support staff will work to quickly set up a return label for you to use. We will send you confirmation once the device has been arrived at our facility, and our staff will update you on the status of your refund.
Endure Refund Policy
All customers have the right to request a refund based on concerns arising from product quality, damaged packaging, or an error in the items received. Customers are asked to contact Endure's Support Staff within 15 days of receiving products to file a Refund Request. Our staff will send over a Refund Request Form that allows customers to specify how many items they are hoping to refund and quickly detail their reasons for the request.
Direct Reimbursements and Store Credit
Customers have the option to choose a direct reimbursement of funds or store credit for future orders. Often times in cases where there has been logistical error on our part, Endure staff members will include a discount for a future purchase. Reimbursed credit card funds will often arrive in customer accounts within 2-3 days after they have been issued. Store Credit is valid for 4 months after receipt or for longer periods based on the term applied by Endure Support. Clients are always encouraged to reach out for any concerns they may have.
For product issues, we ask that customers return the item immediately. They will be issued a refund/store credit following an inspection by Endure's product specialists. Any lasting concerns will be carefully logged and communicated to the appropriate governmental agencies (FDA or CDC) when necessary.
For each submitted Refund Request Form, customers will be provided a support ticket number. This number can be used at anytime to request a status update on the refund or product evaluation process. Normally, internal product testing takes between 3 days for standard procedures and 3 weeks for lab testing.