Returns

Return Policy

While we value complete satisfaction with every purchase and for every customer, returns are not accepted without prior express authorization from Carstens.

All return shipments must be clearly marked with a valid Return Authorization (RA) number issued by Carstens. Any shipment received without an RA number may be refused or returned to the sender at the customer’s expense.

Return Conditions & Fees

All authorized returns are subject to a 20% restocking fee or a $10.00 minimum, whichever is greater.
Returned goods must be unused, in resalable condition, and no more than thirty (30) days old from the date of purchase.
Freight collect returns will not be accepted.
Return authorization becomes null and void after thirty (30) days from the date of issue. Returns will not be accepted after this period.
Customers are not responsible for shipping or restocking fees if Carstens is responsible for the error in the order.

Packaging & Condition Requirements

A Returns Authorization slip will be provided by Carstens and customers must be printed and included in each carton returned.
Items returned without original cartons or that are improperly packed may be billed at full repair cost.
Damaged, disassembled, or used equipment cannot be credited under any circumstances.
Carstens reserves the right to refuse any return shipment that does not meet these requirements.

Non‑Returnable Items

The following items are not eligible for return or credit:

Parts
Modified or custom‑made goods
Equipment returned in knocked‑down, disassembled, or used condition

Custom Products

Custom products are non-returnable and non-refundable. Due to their personalized nature, we cannot accept returns or exchanges on custom-manufactured items, including but not limited to:

Custom imprinted binders
Custom imprinted clipboards
Custom index dividers
Custom color and/or text exam room flags
Custom OEM equipment
Other products manufactured or modified to customer specifications

Please carefully review all artwork, text, colors, dimensions, and specifications before approving your order.

While custom products are not eligible for return, they are covered under the Carstens warranty against defects in materials and workmanship. If you believe your custom product has a manufacturing defect or was produced incorrectly from the approved specifications, please contact our Customer Service team within 30 days of receipt so we can review the issue and determine an appropriate resolution.

Final Sale - No Returns

Items marked “Final Sale – No Returns” on Carstens.com or on the sales documentation are not returnable under any circumstances.
By purchasing a FINAL SALE item, the customer acknowledges and agrees that:

The sale is final
The item is not eligible for return, exchange, or credit
No exceptions will be made, including for sizing, compatibility, or change of mind

Still Have Questions?

At Carstens, we take great pride in providing excellent service and quality products.
If you have questions regarding returns or your order, please contact Customer Service by email or call 1‑800‑782‑1524 for immediate assistance.

Office Hours:
Monday – Friday, 7:30 AM – 4:00 PM CST