Minerva Health Solutions Product Return Policy

Minerva Health Solutions is committed to patient safety, regulatory compliance, and a fair, predictable process for handling product returns. This policy applies to all products purchased directly from Minerva Health Solutions or an authorized distributor, unless superseded by a separate written agreement.

1. Eligibility for Return

To be eligible for return, all of the following conditions must be met:

Product was shipped to you directly by Minerva Health Solutions or an authorized distributor.
Product was shipped no more than 30 days before the date of your return request to the Customer Support Center.
Return has been reviewed and approved in advance by the Minerva Customer Support Center Team and an RGA (Return Goods Authorization) number has been issued.
Product is unopened, unused, not contaminated, not tampered with, and undamaged.
Product is in its full and original packaging (including all accessories, labels, and inserts) and is in salable condition.
Product has at least four (4) months of remaining shelf life based on the expiration date at the time of the return request.
Product is not custom-made, special order, or otherwise designated as non-returnable.
Product is not soiled or contaminated and shows no evidence of having been reprocessed or improperly stored.

Minerva reserves the right to inspect and verify all returned products to confirm that they meet these eligibility criteria.

2. Non-Returnable Products

The following categories of products are not eligible for return or credit:

Pharmaceutical products.
Products purchased more than three (3) months prior to the return request.
Products classified as hazardous materials.
Custom, special-order, or customer-specific products, including items labeled or sold as non-returnable.
Products that have been opened, partially used, or reprocessed.
Products in altered, damaged, or non-original packaging.
Refrigerated, frozen, or other temperature-sensitive products.
Packs or cartons that are broken, breached, or damaged.
Items in unsalable units of measure where the product cannot be resold.
Products with less than three (3) months of shelf life remaining, based on the expiration date.
Products for which returns are restricted or prohibited by applicable local, state, or federal law.
Third-party vendor products that are subject to a manufacturer or vendor-specific return policy and are not approved for return by that vendor.

Any products that arrive at Minerva in a non-returnable condition will not be eligible for credit and may be destroyed or otherwise disposed of at Minerva’s discretion.

3. Patient Safety and Regulatory Compliance

All returns are managed in alignment with Good Distribution Practices and applicable regulatory requirements for medical devices and healthcare products. For the protection of patients, clinicians, and staff:

Products that appear used, opened, contaminated, improperly stored, or otherwise compromised may be quarantined or destroyed and will not be eligible for credit.
Minerva may require additional documentation, photos, or information to assess product condition, storage history, and chain of custody before approving a return.
Minerva reserves the right to deny returns that it believes may present a safety, quality, or compliance risk.

4. Defective Products and Products Shipped in Error

Defective Products

Defective products are returnable with prior authorization from the Customer Support Center Team.
Properly noted damaged products and products that are defective due to manufacture or handling may be returned at Minerva’s expense and are generally eligible for full credit or replacement, subject to inspection.
Defective products must be reported within 48 hours after discovery. Minerva may request lot numbers, serial numbers, photos, or additional information to support investigation.

Products Shipped in Error by Minerva

Customers must notify Minerva of any shipping errors (wrong product, wrong quantity, etc.) within two (2) business days of receipt.
Products shipped in error by Minerva are freely returnable for full credit, provided the products are returned within thirty (30) days of receipt and remain unopened, unused, and in original packaging.
Minerva will bear freight costs for returns that result from a Minerva shipping error.

5. Authorization and Return Procedure

All returns must be authorized by Minerva Health Solutions prior to shipment back to Minerva.

Product must be returned within ninety (90) days of the original purchase date.
Return authorizations (RGA numbers) are valid for thirty (30) days from the date of issuance.
Unauthorized returns may be refused and returned to the customer at the customer’s expense, destroyed at Minerva’s discretion, or subject to additional handling charges without any credit being issued.

How to Obtain a Return Goods Authorization (RGA)

To request an RGA, please contact:

Minerva Health Solutions Customer Support Center at [Insert Phone Number], or
Your Minerva Health Solutions sales representative.

When requesting an RGA, be prepared to provide:

Customer name, shipping address, and account number.
Product description, item number, and quantity.
Original purchase order number or Minerva order/invoice number.
Lot number and expiration date (where applicable).
Reason for return (e.g., ordering error, shipment error, defect, damage in transit).

Required Information on Returned Shipments

Each return shipment must include:

The RGA number clearly marked on the outside of the shipping carton(s).
A copy of the RGA documentation or packing list referencing the RGA.
Any supporting documentation requested by Minerva (e.g., photos, incident details).

Issuance of an RGA number does not guarantee that credit will be issued. Credit is contingent upon Minerva’s receipt, inspection, and verification that the returned products comply with this Return Policy, including all condition and shelf-life requirements.

6. Restocking Fees and Freight

Approved returns of non-defective products are subject to restocking and freight charges. Unless otherwise specified in a written agreement, the following standard schedule applies:

0–30 days from invoice date: 5% restocking fee (minimum fee may apply) plus freight charges.
31–60 days from invoice date: 10% restocking fee (minimum fee may apply) plus freight charges.
61–90 days from invoice date: 20% restocking fee (minimum fee may apply) plus freight charges.
More than 90 days from invoice date: not returnable without prior written exception from Minerva Health Solutions.

Additional inspection or handling fees may apply for special-order items, large equipment, or non-stock products and will be communicated at the time of authorization.

Unless otherwise agreed, customers are responsible for:

Freight charges on non-defective returns.
Proper packaging and shipment of products to minimize damage in transit.

7. Damages or Shortages on Delivery

To ensure timely resolution of damage or shortage claims, customers must:

Inspect and count all products upon delivery before accepting the shipment from the carrier.
Note any visible damages, shortages, or discrepancies on the carrier’s freight bill or bill of lading at the time of delivery.
Have the damage or shortage notation countersigned by the customer or receiving party.
Retain the damaged products in the original cartons and packaging in the event an inspection by the carrier or Minerva is required.

Customers must notify Minerva of any damages in transit or product shortages within two (2) business days of receipt. Failure to do so may relieve Minerva of any obligation to issue credit or arrange for replacement.

8. Third-Party Vendor and Manufacturer-Direct Products

Certain products are supplied directly by third-party manufacturers or vendors and may be subject to their own return policies, fees, and time limits.

For these items, Minerva will coordinate with the manufacturer or vendor to seek return authorization.
Approval of the return, applicable restocking fees, and freight responsibilities will follow the vendor’s policy.
Credit for such returns will only be issued once Minerva has received confirmation and credit from the vendor.

Minerva will communicate any vendor-specific conditions at the time the RGA is issued.

9. Form of Credit or Remedy

For approved returns, Minerva Health Solutions may, at its discretion:

Issue a refund to the original form of payment.
Apply a credit to the customer’s account for future purchases.
Provide replacement product(s).

The type of remedy may depend on product category, manufacturer requirements, and the reason for the return (defect, error, or customer preference).

10. Key Time Frames (Summary)

For ease of reference:

Report shipping errors, damages, or shortages: within 2 business days of receipt.
Return products shipped in error by Minerva: within 30 days of receipt.
Request authorization for standard non-defective returns: within 30 days of shipment/invoice.
Return authorized product: within 90 days of purchase and within the 30-day validity of the RGA.
Shelf-life requirements: at least 4 months remaining for standard returns; not returnable with less than 3 months remaining.

11. Contact Information

For questions about this Return Policy or to initiate a return:

Minerva Health Solutions – Customer Support Center
Phone: +1 (833) 464-6378
Email: sales@minervahealthinc.com

Minerva Health Solutions reserves the right to modify or update this Return Policy at any time. The version in effect on the date of your return request will govern that transaction.