Refund policy

Refund & Return Policy

Nova Vascular · 99 Wall Street #878, New York, NY 10005 · (205) 947-4273 · info@novavasc.com

Effective: September 21, 2026

1. Who this applies to

Nova Vascular sells to licensed healthcare facilities, practitioners and their purchasing agents, and — for non-device items in the Wellness & Facility collection — to the general public. The same return rules apply to all buyers unless a signed purchasing agreement states otherwise.

2. Sterile, single-use devices (catheters, guidewires, introducer sets, balloons, bandages, inflation devices)

  • Returnable only if the outer carton and each unit pouch are unopened, undamaged and unmarked, within 30 days of delivery.
  • Opened, punctured, written-on or re-taped pouches cannot be returned for any reason — sterility cannot be verified once the barrier is broken.
  • Lot number on the return must match the lot shipped.
  • A 15% restocking fee applies to non-defective returns. Original outbound shipping is not refunded.

3. Capital equipment (interventional tables, generators, facility equipment)

  • Report freight damage on the delivery receipt and to us within 48 hours with photos; concealed damage within 5 business days.
  • Non-defective returns accepted only within 14 days, in original crating, subject to a 20% restocking fee and return freight at buyer’s cost.
  • Items installed, modified or used clinically are not returnable; warranty service applies instead (see §5).

4. Defective or wrong items

If you receive the wrong item, a short shipment, or a product with a manufacturing defect, contact us within 10 days of delivery. We will replace it or refund it in full, including shipping, and issue a prepaid return label. Please keep the product, packaging and lot label — we may need them for the manufacturer’s complaint file.

5. Warranty

Consumables are warranted against manufacturing defects through the labeled expiry date. Capital equipment carries the manufacturer’s warranty stated on the product page (typically 12 months parts). Warranty does not cover misuse, improper cleaning, unauthorized modification or use outside the labeled instructions.

6. How to start a return

  1. Email info@novavasc.com with your order number, item(s), lot number(s) and reason.
  2. We reply with a Return Authorization (RA) number within 1 business day. Returns without an RA are refused.
  3. Ship to the address on the RA, insured, within 10 days. Write the RA number on the carton, not on product pouches.

7. Refund timing

Refunds go back to the original payment method within 5 business days of inspection. Purchase-order customers receive a credit memo against the invoice.

8. Non-returnable

Custom or special-order items, items past expiry when returned, clearance items marked “final sale,” and gift cards.

9. Questions

info@novavasc.com · (205) 947-4273 · Mon–Fri 9 am–6 pm ET.