Refund policy
ISORetract™ Return and Exchange Policy
Thank you for choosing ISORetract™. Your satisfaction and safety are of utmost importance to us. Please read the following policy carefully, as it outlines the terms and conditions for returns and exchanges, in compliance with FDA regulations governing medical devices.
No Returns on Used or Opened ISORetract™ Mouth Retractor
Due to the health and safety nature of the ISORetract™ Mouth Retractor, returns are not accepted under any circumstances once the product has been opened or used. This policy is in strict compliance with FDA regulations and ensures patient safety and hygiene. Therefore, we cannot accept any returns or provide refunds for used or opened products.
Sterilization Requirements
All ISORetract™ units must be sterilized using strict steam sterilization protocols. Use of dry heat sterilizers or any method exceeding recommended temperatures can melt or damage the product. The ISORetract™ team reserves the right to reject refunds or replacement requests if the product is damaged due to improper sterilization. Steam sterilization is the only validated and safest method. No other cleaning or sterilization methods are recommended, and doing so will void the terms of this Return and Exchange Policy.
Unopened Products
If your ISORetract™ Mouth Retractor is unopened, unused, and in its original packaging, we may accept a return within 14 days of purchase. To be eligible for a return, the product must be in new, resalable condition.
Damaged Products
If your ISORetract™ Mouth Retractor arrives damaged, please contact us immediately at (385)-545-7010. We will provide a return label for the damaged product and issue a replacement at no additional cost.
Defective Products
If your ISORetract™ Mouth Retractor is defective, please contact ISORetract™ at (385)-545-7010. Our customer service team will guide you through the process of assessing and resolving the defect.
Initiating a Return Process
To initiate a return for an unopened, unused product:
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Contact our customer service team at info@isoretract.com.
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Provide your order number and reason for return.
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Returns must be shipped back to us within 15 days of receiving the product.
Non-Refundable Items
In accordance with FDA health regulations, we cannot accept returns or provide refunds on used or opened ISORetract™ devices, unless the item is defective upon arrival.
Inspection and Damages Policy
We strongly recommend that you inspect your ISORetract™ Mouth Retractor immediately upon delivery for any defects, damages, or discrepancies. If you notice any issues, including defective or damaged items, or if you receive the wrong product, you must contact us within 5 days from the date of delivery.
To report any issues:
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Email us immediately at info@isoretract.com with clear details and supporting photos of the problem.
Failure to notify us within 5 days will result in the issue being considered ineligible for any corrective action, and we will not be held liable for any damages, defects, or discrepancies.
Exchanges
We only replace items that are defective or damaged. If your item qualifies for an exchange, please follow the return process outlined above.
Refunds
Once we receive and inspect your returned items, we will process your refund. Please allow 5–10 business days for the refund to be credited to your original payment method.
Restocking Fees: 20% will be deducted from your total, including taxes, on the refund amount.
Shipping Returns
If you are returning items valued over $100, we recommend using a trackable shipping service or purchasing shipping insurance. ISORetract™ does not guarantee receipt of your returned item.
Contact Information
For questions regarding returns, exchanges, or any other concerns, please reach out to our customer service team:
Email: info@isoretract.com
Phone: (385)-545-7010
---------------------------------------------------------------------------------Return Address:
ISORetract™
90 West 500 South #220
Bountiful, Utah 84010