Return Policy

Effective date: September 30, 2026

Keystone Supply Group LLC (Keystone) sells medical, diagnostic, PPE, janitorial, and industrial products to businesses, healthcare facilities, government agencies, other organizations, and individuals. Many of these products are sterile, regulated, or temperature-sensitive, so our return rules are stricter than a general retailer's and apply to every customer. Consumers keep any rights that state law does not allow us to limit. This page covers how to return product and what can be returned. How and when money comes back to you is covered separately. See also our Refund Policy.

How to start a return (RMA process)

• Request a Return Merchandise Authorization (RMA) by emailing Orders@KeystoneSupplyGroup.com or calling (507) 237-6036 within 30 days [CONFIRM] of the delivery date. Include your order or invoice number, the item number, the quantity, the lot number if the product carries one, and the reason for the return.
• We reply with an RMA number, the return address, and any manufacturer instructions. Do not ship product back without an RMA number. Unauthorized returns may be refused or discarded without credit.
• Ship the product within 14 days [CONFIRM] of receiving the RMA, freight prepaid, in the original manufacturer packaging, with the RMA number on the shipping label. Do not write on or tape over the product carton.
• Keep your carrier tracking number until the credit is issued. Keystone is not responsible for returns lost or damaged in transit.

What can be returned

Unopened, unused stock items in original, undamaged, resalable packaging may be returned within 30 days of delivery. Returned stock items are subject to a restocking fee of up to 20 percent [CONFIRM] plus return freight unless the return is due to a Keystone error or a verified manufacturer defect. Manufacturer-direct (drop-ship) items follow that manufacturer's return policy and restocking fee, and some manufacturers do not accept returns at all. Ask before ordering if you need to confirm that a manufacturer-direct item can be returned.

What cannot be returned

The following are not returnable, except for a verified manufacturer defect or Keystone shipping error:

• Opened, unsealed, or partially used products of any kind.
• Sterile products whose packaging has been opened, damaged, or exposed to moisture.
• Diagnostic tests, rapid test kits, controls, reagents, and any refrigerated or temperature-sensitive product.
• Respirators and masks once the case or dispenser box has been opened.
• Pharmaceuticals, over-the-counter drugs including naloxone, and harm reduction supplies.
• Special-order, custom, private-label, cut-to-length, and non-stock items.
• Items with less than 6 months [CONFIRM] of remaining shelf life at the time of return, or items past their expiration date.
• Products delivered more than 30 days before the return request.
• Clearance or final-sale items marked as such on the product page.

Shipping damage and shortages

Inspect every shipment before signing. Note any shortage or visible damage on the carrier's delivery receipt, keep all packaging, photograph the damage, and report it to Keystone within 48 hours [CONFIRM] of delivery. Report concealed damage within 5 business days [CONFIRM] of delivery with photos. Documented damage and shortage claims are not subject to a restocking fee, and we work with you and the carrier to replace the product or issue credit. Claims that are not noted on the delivery receipt are difficult to recover from the carrier and may not be honored. See our Shipping Policy for inspection and cold-chain instructions.

Defective products and warranty

Products are covered by the manufacturer's warranty. If a product is defective, contact us with the order number, lot number, quantity affected, and a description of the problem. We coordinate the claim with the manufacturer and follow its instructions for replacement, credit, or return. Keep the product and packaging until the manufacturer decides whether it needs to be inspected. Verified defects are not subject to a restocking fee.

Cancellations

Stock orders may be canceled at no charge before they ship. Once an order has shipped, it is handled as a return under this policy. Special-order, custom, and manufacturer-direct items cannot be canceled once the manufacturer has accepted the order.

Recalled products

If a product you purchased is recalled, we contact you with the manufacturer's instructions and an RMA if the product is to be returned. Recall returns are not subject to restocking fees, and the 30-day window does not apply.

Timelines at a glance

• RMA request: within 30 days of delivery.
• Product shipped back: within 14 days of the RMA date.
• Shortage or visible damage: within 48 hours of delivery, noted on the delivery receipt.
• Concealed damage: within 5 business days of delivery, with photos.
• Refund or credit: see our Refund Policy.

Contact

Keystone Supply Group LLC, 7330 Ohms Lane, Edina, MN 55439. Orders@KeystoneSupplyGroup.com. (507) 237-6036.