Refund policy

What’s your Return & Refund Policy?

You may return any new, unopened, unused SANARUS MEDICAL, INC. product within fourteen (14) days from the day the product was delivered by the courier. Returned items must be in perfect and unopened condition.

Please allow up to 10 business days to process a return from the day that your items are received back in our warehouse.

• To return an item, please follow the steps below for a smooth return.

Inquiries are handled on a case-by-case basis with the ultimate goal to make our customers happy. We stand behind our tested and proven goods and want customers to be satisfied with them. Each request will be treated fairly and reasonably. We believe when treating our customers fairly and respectfully that they, in turn, are fair and polite with us.

Return Process

Note: Please contact us before returning any items. Returns without prior authorization will not be accepted.

1. To return an item, ensure you're eligible for a return by reading this page, then email customer service at sanarus-service@outlook.com.

Please note, that all packages without a Valid Tracking Number or RMA number will be rejected by the logistic center.

2. To speed up the return process & quality inspection, include your original receipt and a photo of the items you wish to send back. Ensure all items in the image(s) are in well-lit conditions. Incomplete, indecipherable, or illegible claims will be deemed invalid.

3. If approved for a return, an RMA (Return merchandise authorization) will be provided.

You, as the customer, are responsible for any shipping costs throughout any returns and exchange processes, no refunds will be issued on shipping costs involved. Not all orders are available for return once they have shipped.

A restocking fee of 20% will be deducted from the retail value since it will be paid to the logistic hub to handle your return.

4. Once the returned items have been successfully returned to our logistic center, we will review the return and get back to you as soon as the returned goods have been inspected, this can take 7-15 business days.

5. If the return is approved, a replacement or a refund will be processed. If refund approved, allow 2-5 business days for the funds to be returned to the original method of payment. Missing parts from returned goods are subject to a restocking fee.

Cancel Orders (if applicable)

Are you quicker than our fulfillment centers?



Please note that there's no guarantee that we are able to cancel the process due to the fast turnaround times. If the order hasn't been picked/processed yet, we can most likely cancel it.



Reach out to our team as soon as possible. We recommend it to be within an hour from the time the order was placed.

We do not allow cancellations or modifications of your order once it has been finalized.


We do not accept returns, refund claims, or exchanges in these cases:

• Package is missing due to the wrong shipping address provided, SANARUS MEDICAL, INC. reserves the right to send a replacement. SANARUS MEDICAL, INC. is not liable for refunding/replacing this order.


• Customer changed the order/ shipping address after the order has been shipped out.


• Customized or personalized products


• We cannot issue product refunds if the box seal has been broken or opened. If you’re unsure about keeping your order, please contact us before opening it for assistance with your return.

• Orders made during promotional events, such as Black Friday, Memorial Day, etc.

• Final Sale items


• Digital items


• International orders are final and not eligible for return or refund.

Late or missing refunds (if applicable)
If you haven't received your refund yet, first check your bank account again, then contact your credit card company, please note that it may take 5-12 business days before your refund is reflected in your account. If you still haven't received your refund, contact us at sanarus-service@outlook.com.

Shipping Insurance
1-Click Protect Shipping Insurance is offered as an additional item at the checkout for a determined price based on that item's weight and dimension that protects your order against the following issues:

• Damaged in transit

• Lost in transit

• Stolen

• Delivered not received

• Wrong item

If one of these issues has occurred please submit a claim to sanarus-service@outlook.com, with the subject "Claim + Order Number"

We highly recommend that you purchase the 1-Click Protect shipping protection. If your order is lost, stolen, damaged in transit, or the wrong item has been sent and you did not purchase the protection you will be refunded in the form of store credit minus the shipping cost or we can send a replacement, an additional shipping charge may apply.

Promotional Codes
The promo code must be entered in the discount box at checkout to receive the current promotion or discount before placing the order. Promo codes and discounts cannot be added (or modified) to an order after it has been placed/finalized. All promo codes are available for a limited time, while supplies last, cannot be used once expired, have no cash value or be applied to previous purchases.

First In Line (if applicable)
With First In Line, we will move your order to the top of the list for processing. At checkout, you may opt in to have your order skip the waiting line and get processed more quickly. This service is non-refundable since it's paid to logistic teams.

Promotions and discount codes (if applicable)
The promo code must be entered in the discount box at checkout to receive the current promotion or discount before placing the order.

Promo codes and discounts cannot be added to an order after it has been placed. All promo codes are available for a limited time, while supplies last, cannot be used once expired, have any cash value, or be applied to previous purchases.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund, the review process may take up to 5-12 business days.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sanarus-service@outlook.com.

Please ensure all shipping and contact info is correct before submitting your order. Once your order has been finalized we will not be able to modify it. To cancel your order, send us an email at sanarus-service@outlook.com together with the order receipt.

Defective Unit (if applicable)

All products sold on sanarus.meshopstore.com come with a one-year warranty. We only replace the item(s) if they are deemed defective or damaged. More information about our warranty can be found here: https://sanarus.meshopstore.com

If you need to exchange it for the same item, and to keep the replacement process as simple as possible.

Send us an email at sanarus-service@outlook.com, together with:

• a video in clearly lit conditions that demonstrates the defective unit. If any physical buttons on the device, make sure to clearly showcase the functionality in the video, including what steps you took to reproduce the issue(s).

• if the defective issue is not clearly visible in the provided video, our team may get back on the email conversation with additional requests.

Incomplete, indecipherable, or illegible claims will be deemed invalid, SANARUS MEDICAL, INC. reserves the right to send a replacement. All refunds are subject to our return and refund process.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Gift cards are considered final and are not eligible for a refund.