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Returns & recalls

Effective 17 September 2026. Applies to every restock delivered from this date. Words such as studio, restock, material and lot are defined in section 1 of the Terms of supply.

In brief

  • Sealed, undamaged boxes within their shelf life: returnable within 14 days of delivery. No restocking fee; return shipping at the studio's cost.
  • Opened sterile materials: not returnable. A broken seal cannot be undone.
  • Defective, damaged or wrong materials: report within 7 days of delivery. We replace or credit in full and pay the shipping both ways.
  • Recalled lots: we contact every studio that received the lot, replace at no cost and collect what is left.

1. Why the policy is shaped this way

Most of what we supply is sterile and single-use. Once a seal is broken nobody can know what the contents have touched, so the unit can neither be resold nor re-sterilised. Every rule below follows from that: a sealed box is a box we can put back on the shelf; an opened one is not. The second principle is traceability. Every box carries a lot number, and every box we ship is recorded against the studio that received it, so that a problem with one lot can be followed to every studio holding it.

2. What may come back

Situation Window What we do
Sealed, undamaged box within shelf life, ordered in error or no longer needed 14 days from delivery Credit or refund; studio pays return shipping
Defective material 7 days from delivery, or from discovery on first opening, within shelf life Replacement or full credit; we pay shipping
Damaged in transit 7 days from delivery Replacement or full credit; we pay shipping
Wrong material or quantity 7 days from delivery Correct material sent, wrong one collected; we pay shipping
Recalled lot On notification Replacement at no cost; remaining units collected
Opened sterile material, no defect — Not returnable

3. Sealed, unopened boxes

A box that is still sealed, undamaged, within its shelf life and in its original packaging may be returned within 14 days of delivery, for a credit to the studio account or a refund to the original payment method. Conditions:

  • Ask for a return authorisation first (section 7). A parcel that arrives without one cannot be matched to a restock and may be refused.
  • Pack the boxes so that they arrive as they left: nothing written on the boxes, no tape across the seals, protected inside an outer carton.
  • Return shipping is at the studio's cost unless the return is due to our error. Use a tracked service; the boxes remain the studio's responsibility until we receive them.
  • We do not charge restocking fees. A box that arrives opened or damaged is not credited, and we tell you.
  • Returns from Canada or Europe: the return shipping and the export paperwork are at the studio's cost. Mark the parcel "Returned goods" and quote the number of the original commercial invoice so that no duty is charged twice. Import charges paid on the original delivery are not refunded by us; your customs authority may refund them on request.

4. Opened sterile materials

Once a sterile seal is broken the material cannot be returned, exchanged or credited, whatever the reason, unless it is defective (section 5). This covers cartridges, needles, tubes and grips, gloves, barrier film and sleeves, bags, healing film, and every other material sold sterile.

Machines and other non-sterile equipment may be returned within 14 days if unused, complete and in their original packaging, under section 3.

5. Defects, damage in transit and wrong items

Report within 7 days of delivery, by email, with:

  1. the restock number;
  2. the lot number printed on each affected box;
  3. a description of the problem and photos of the box, the seal and, where it is safe to take one, the unit.

A defect that could only be seen on opening, such as a bent needle, a cartridge that does not seat or a membrane that leaks, may be reported when it is discovered, within the shelf life of the lot, with the same information.

We reply within 2 business days. Depending on the case we send a replacement, issue a full credit or refund, and, where the manufacturer needs the affected units back, a prepaid label. Keep the affected boxes and units until we confirm whether we need them, and do not use units from a box you have reported.

A defect report is also a safety signal. We log it against the lot and, if a pattern appears, notify the manufacturer and every other studio holding that lot.

6. Recalls

If a lot is recalled, by us, by the manufacturer or by an authority:

  1. We email every studio that received the lot, naming the material, the lot number and what to do.
  2. The studio stops using the lot at once and sets the remaining units aside.
  3. We send replacements at no cost, and a prepaid label or a collection for what remains.
  4. Where clients may be affected, we tell you what is known so that you can contact them from your own records.

This is why studios are asked to keep lot numbers against client records (Terms of supply, section 8).

7. How to start a return

  1. Email contact@blackkoisupply.com with the restock number, the lot numbers concerned and the reason. Replying to your confirmation email works too.
  2. Within 2 business days we send a return authorisation number and the return address, or a prepaid label where we pay the shipping.
  3. Write the authorisation number on the outer carton only, never on the boxes, and ship within 7 days of receiving it.
  4. We inspect on receipt and confirm the outcome by email.

8. Credits and refunds

  • A credit is applied to the studio account within 5 business days of our receiving the return, or of our decision where nothing has to come back, and is used against the studio's next restock.
  • A refund goes to the original payment method within the same 5 business days; the bank or card issuer may take a further 5 to 10 business days to show it.
  • Outbound shipping is refunded only where the return is due to our error, damage in transit or a defect.
  • Where a restock earned free Standard shipping and a return brings its value below the free-shipping threshold of its region, the Standard charge of that region is deducted from the credit or refund.
  • Import duties, import VAT or GST/HST and brokerage fees paid on delivery are not refunded by us.
  • Credits and refunds are made in the currency the restock was paid in.

9. Cancellations

A restock may be cancelled free of charge at any time before it is dispatched: email us with the restock number. Once dispatched, it may be refused at the door or returned under section 3, and the outbound shipping is not refunded.

10. Exclusions

We may refuse a return, or refuse to credit it, where the box was opened, damaged or altered after delivery; where the request is made outside the windows above; where the materials were not bought from us; or where the studio's access has been withdrawn for breach of the Terms of supply. Nothing in this policy limits a remedy that the law gives a business buyer and does not allow to be limited.

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BlackKoi Supply
contact@blackkoisupply.com
Monday to Friday, 9:00–17:00 Eastern Time