Refund policy
Returns & Refunds Policy
We want you to be confident in every purchase from Keystone Supply Group. Please review the policy below before initiating a return.
30-Day Return Window (Eligible Items Only)
You may request a return within 30 days of delivery for eligible items. To be eligible, products must be:
In the same condition you received them
Unopened, unused, and unworn, with all original tags/seals intact
In the original packaging (inner boxes and master cartons)
Accompanied by a receipt or proof of purchase
To start a return, email info@keystonesupplygroup.com with your order number and photos of the item/packaging. Returns sent without prior approval (RMA) will be refused.
Return address (RMA required):
[1907 Wayzata Blvd Fl 3, Wayzata, MN 55391]
Unless the return is due to our error (wrong item/shortage/damage), customers are responsible for return shipping.
Important: Items That Cannot Be Returned
For safety, regulatory, and hygiene reasons, the following are final sale and not eligible for return or exchange:
Diagnostic tests (including COVID-19, Flu, combo tests; OTC or professional use)
Opened or partially used goods of any kind
PPE and hygiene items once opened (e.g., masks/respirators, gloves, gowns, wipes, disinfectants, sanitizers)
Custom/special orders and made-to-order items
Temperature-sensitive, perishable, or hazardous materials
Short-dated/clearance merchandise and gift cards
If you have questions about a specific item’s eligibility, contact us before purchasing or opening.
Damages, Defects, or Fulfillment Issues
Please inspect your order upon delivery and contact us within 3 business days if:
An item arrives damaged
You receive the wrong item
There is a shortage or missing items
Email info@keystonesupplygroup.com with your order number, description of the issue, and clear photos of the product, inner box, outer carton, and shipping label. We’ll make it right with a replacement, reshipment, or refund as appropriate.
Exchanges
Need a different item? The fastest method is to submit a return request (if eligible). Once approved and processed, place a new order for the desired item.
Refunds
Once your return is received and inspected, we’ll notify you of approval or denial. If approved, a refund will be issued to your original payment method within 10 business days. Your bank/issuer may require additional time to post the credit.
If 15 business days have passed since your refund approval and you haven’t received funds, please contact info@keystonesupplygroup.com
Note: Shipping charges are non-refundable unless the return is due to our error. Items returned used/opened, missing components, or not in resalable condition may be denied or incur a deduction.
EU Customers (If Applicable)
If merchandise is shipped into the European Union, consumers may have a 14-day right of withdrawal for eligible, unopened goods. As above, items must be returned unused, unopened, and in original packaging with proof of purchase. Diagnostic tests, opened goods, and hygiene/PPE items remain non-returnable under this policy.
Need help?
Questions about eligibility, replacements, or RMAs?
Email info@keystonesupplygroup.com and include your order number for faster service.
B2B / Institutional Order Returns
Return Shipping Cost: A flat $15.00 return shipping fee applies to all eligible returns unless the return is due to a Keystone error (wrong item, shortage, or defect). For pallet-quantity returns, freight costs will be quoted separately. Case-quantity returns: Minimum 1 full, sealed case required for return eligibility. Partial cases or open boxes are non-returnable for medical consumables (gloves, masks, diagnostic tests, disinfecting products) due to hygiene and regulatory requirements. Net 30 Account Returns: Approved returns on Net 30 accounts will result in a credit memo applied to your account within 5 business days of return inspection. Credit memos will be applied to future invoices or converted to a refund upon request. RMA Process: All returns require a Return Merchandise Authorization (RMA) number. Email info@keystonesupplygroup.com with your order number, items to be returned, and reason. Our team will respond with an RMA number and prepaid label (if applicable) within 1 business day.
