Intrace USA
Returns & Refunds Policy
We want your return or refund experience to be simple. This policy explains how to request a Return Authorization Number (RA#), what we require for sterilized instruments, and how refunds and restocking fees work — for customers across the United States.
Ready to start a return?
Email: info@intrace.us · Phone: (404) 919-6896 · An RA# is required before shipping anything back.
To Request Your RA#
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Days
Restocking Fee (Non-Error Returns)
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Documents Required: RA# & CofS
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What You'll Need
Return Authorization Number
Request your RA# by email or phone before sending anything back — unauthorized returns are rejected.
Certificate of Sterilization
Required for every used instrument. We do not accept third-party sign-off on the CofS.
Original Invoice or Packing Slip
Include your invoice or packing slip number along with your RA# request.
Full Returns & Refunds Policy
Tap a section below for the full details.
Start a Return (RA# Required)
First, request a Return Authorization Number (RA#) before sending anything back.
Email Info@intrace.us or call (404) 919-6896.
Next, include: the Intrace USA SKU or product name, the quantity, the reason for return, and your original invoice or packing slip number.
Then we’ll issue your RA# and shipping instructions. Unauthorized returns & refunds are rejected.
Email Info@intrace.us or call (404) 919-6896.
Next, include: the Intrace USA SKU or product name, the quantity, the reason for return, and your original invoice or packing slip number.
Then we’ll issue your RA# and shipping instructions. Unauthorized returns & refunds are rejected.
Return Window — 30 Days for Returns & Refunds
Request your RA# within 30 calendar days of the purchase date.
After 30 days, items are no longer eligible for return or credit.
After 30 days, items are no longer eligible for return or credit.
Sterilization & Safety for Returns (OSHA 29 CFR 1910.1030)
For used instruments, fully sterilize the items before shipping.
Also include a completed Certificate of Sterilization (CofS) with every return.
For new or unused instruments, note them on the CofS; do not sterilize them.
We do not accept third-party sign-off on the CofS. We reject returns without a valid CofS.
Also include a completed Certificate of Sterilization (CofS) with every return.
For new or unused instruments, note them on the CofS; do not sterilize them.
We do not accept third-party sign-off on the CofS. We reject returns without a valid CofS.
Return Condition Standards
Keep items in the original packaging.
Items must be unused unless we authorize a defective return.
Products must be free from damage or tampering.
If a return does not meet these standards, we may reject it or apply a restocking fee.
Items must be unused unless we authorize a defective return.
Products must be free from damage or tampering.
If a return does not meet these standards, we may reject it or apply a restocking fee.
Non-Returnable Items
Custom or special-order instruments are non-returnable unless our inspection confirms a defect.
Additionally, unauthorized returns, items missing original parts/packaging, or shipments without a valid RA# or CofS are not accepted.
Additionally, unauthorized returns, items missing original parts/packaging, or shipments without a valid RA# or CofS are not accepted.
Restocking Fees on Refunds
For returns not due to an Intrace USA error, we may charge a 15% restocking fee.
Original shipping charges are non-refundable per our refund policy.
Original shipping charges are non-refundable per our refund policy.
Return Shipping & Risk of Loss
You pay return shipping unless we agree otherwise in writing.
Use a trackable, insured carrier. You are responsible for the shipment until it reaches us.
Use a trackable, insured carrier. You are responsible for the shipment until it reaches us.
Return Address
We will provide the correct return address with your RA# and instructions.
Questions About Your Return or Refund
We’re here to help. Email Info@intrace.us or call (404) 919-6896.
Check out OSHA Bloodborne Pathogens Standard
Check out OSHA Bloodborne Pathogens Standard