A Return Authorization (RA#) is required for all returns to Tulip Medical. Please contact Tulip Medical Customer Service via email or telephone to obtain an RA# prior to your return. The following information must be provided when requesting an RA#:
- Tulip Medical part number(s) and quantity being returned
- reason for return
- Tulip Medical invoice number or pack slip #
All returns to Tulip Medical must be accompanied by a completed Certificate of Sterilization (CofS); requiring all used instruments be sterilized prior to shipping; new instruments may be indicated on the CofS. Please do not sterilize instruments that have not been used. A copy of our CofS will be provided to you at time of RA# assignment should you require one. Please note that sign off on a CofS by a third party is not acceptable.
Once assigned an RA#, kindly:
- package your returned instruments carefully and securely, using original Tulip Medical packaging and labeling where possible to securely protect against damage during transit
- include a copy of the Tulip Medical invoice or pack slip, the Certificate of Sterilization and any other documentation needed
- ship your return to Tulip Medical via prepaid shipping
Tulip Medical reserves the right, at our discretion, to refuse any package not properly marked.
Returns from the United States as well as foreign nations should be sent via prepaid shipping through the local postal service or similar courier (UPS, FedEx, DHL, etc).
At our discretion, a 15% restocking fee of the total value returned may apply, unless return is due to Tulip Medical error, defective product or if product was received damaged. Should instruments require neutralization for custom etching, a charge of 5.00 USD per unit will be assessed.
Tulip Medical will accept instruments covered by the Tulip Medical guarantee. We cannot accept the following for credit or refund:
- Instruments not in their original condition.
- Instruments which have been used in surgery, unless defective. Used instruments must be sterilized prior to return and must be accompanied by a completed Certificate of Sterilization.
- Instruments with an invoice date of more than 90 days.
- Custom-made, custom-marked, special order or altered instruments.
- K-Wires, Steinmann Pins, Cerclage Wire, Distraction Screws, Gigli Saw Blades.