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Refund policy

Return, Refund & Cancellation Policy

Your complete satisfaction is our priority. Please review the policy below for details on cancellations, returns, refunds, and billing-related matters.

Cancellations

Orders may be canceled before they enter fulfillment or shipping.

  • Orders canceled within 24 hours and prior to fulfillment are eligible for a full refund
  • Orders canceled after 24 hours or after payment has been processed are subject to a 5% processing fee
  • Once an order has shipped, it cannot be canceled and must go through the return process

Returns

Due to the specialized nature of our products, returns are handled on a case-by-case basis and require prior approval.

Return Eligibility

To qualify for a return:

  • Return request must be submitted within 14 days of delivery
  • Item must be unused, uninstalled, and in original condition
  • Item must be in original, unopened packaging with all seals intact

Returns sent without prior authorization will not be accepted.

To initiate a return, contact: onlineorders@marsmed.com

If approved, you will receive detailed return instructions.

Non-Returnable Items

Certain items are not eligible for return, including but not limited to:

  • Disposable or single-use items
  • Special-order or non-stock items
  • Opened items or items with broken seals
  • Items with damaged, altered, or missing packaging

Some products may be marked as non-returnable at the time of purchase, and those designations will be enforced.

Return Shipping & Fees

  • Customers are responsible for return shipping costs
  • Approved returns may be subject to a restocking fee
  • Original shipping charges are non-refundable, unless due to a MARS error
  • Items must be properly packaged; returns damaged in transit may be denied or partially refunded

Damages, Defects & Order Issues

Please inspect your order upon receipt.

If your item is damaged, defective, or incorrect, contact us at onlineorders@marsmed.com with:

  • Order number
  • Description of the issue
  • Supporting photos (if applicable)

If the issue is confirmed to be due to an error on our part, we will resolve it promptly, including covering applicable costs.

Refunds

Once your return is received and inspected:

  • You will be notified of approval or denial
  • Approved refunds will be issued to your original payment method

Please note:

  • Processing times vary depending on your financial institution
  • Applicable fees (such as restocking or processing fees) may be deducted

Billing & Resolution

We’re always here to help and encourage customers to contact us directly so we can quickly resolve any concerns.

If a transaction is reversed or challenged through a financial institution after an order has been placed, processed, shipped, or delivered—and the issue could have been resolved under this policy—the customer may be responsible for any related costs incurred. These may include processing fees, administrative expenses, shipping costs, or product loss.

We’re committed to being fair and will always work with you to reach a reasonable resolution. These terms will not apply in situations where the issue is the result of an error on our part.

Additional Terms

  • Returns that do not meet the above requirements may be denied
  • Misrepresentation of item condition may result in partial refunds or rejection
  • By placing an order, you acknowledge and agree to this policy