Refund policy

Effective date: September 14, 2026

Requesting a return

These return terms apply to MDS Supply Counter Shopify checkouts only. Special orders and separately quoted equipment are not returnable under this policy. For standard Shopify purchases, request a return within 30 days after delivery. Merchandise must be unused, in its original condition and packaging, with the supplied accessories and proof of purchase.

Email Dustin at dustin.hamilton@mdsusa.net / Regan at regan.musilek@mdsusa.net with your order number, the item and the reason for the return. We will review eligibility and provide return instructions. Do not send an item back before receiving those instructions.

Downloaded software is not eligible for a change-of-mind return. An item expressly identified as final sale before purchase is also excluded. Special orders and separately quoted equipment are outside this Shopify return policy. Rights that apply to damaged, defective or incorrectly supplied goods still apply where required by law.

Return shipping and charges

For an approved change-of-mind return, the customer pays return shipping. Use suitable protective packaging and a trackable service. Original outbound delivery charges are not refunded for a change-of-mind return unless required by law.

Approved change-of-mind returns are subject to a 20% restocking fee, deducted from the refund. Shipping costs already paid are not refunded for a change-of-mind return unless required by law. Damaged, defective, incomplete or incorrectly supplied orders confirmed as MDS's responsibility are not charged a restocking fee.

For a damaged, defective, incomplete or incorrectly supplied order, contact Regan before arranging return shipping. We will review the issue and coordinate the appropriate instructions and remedy. When we confirm that MDS supplied the wrong item or that an item arrived damaged or defective, MDS will arrange or reimburse the necessary authorized return shipping.

Inspection and refunds

We will inspect a returned item and notify you of the decision within five business days after receiving it. If approved, we will initiate the refund to the original payment method within five business days after that decision. Your payment provider may need additional time to display the credit.

If a requested return does not meet the policy conditions, we will explain the reason and discuss the next step before taking further action. Any refund required sooner by applicable law will be handled within the required time.

Exchanges and cancellations

Contact Regan if you received a damaged, defective or incorrect item and need a replacement. A change-of-mind exchange is handled as a return and a separate purchase, subject to availability.

To request cancellation, contact Dustin / Regan as soon as possible. We can cancel a standard order before it ships; after shipment, the return process applies. Any different cancellation terms for a custom-order or separately quoted item will be provided before purchase.

If MDS cannot ship an order within the promised period, we will explain the delay and the option to cancel the unshipped portion for a prompt refund of the amounts due, including associated charges as required by law. We will not treat a revised estimate alone as your acceptance of a delay.

Warranty support

Manufacturer warranty terms vary by product. Where a manufacturer warranty applies, its product-specific terms determine the coverage and claim process. Contact Dustin / Regan with the product model, serial number if available, proof of purchase and a description of the issue. She will coordinate the appropriate technical or manufacturer support.

This policy does not create a blanket warranty duration across all products. Any additional MDS warranty commitment must appear in the applicable product or order documentation. Warranty support and change-of-mind returns may follow different processes.