Our Dedication to Your Satisfaction

At New York Tonometer, we are deeply committed to ensuring your utmost satisfaction with every item acquired from our digital storefront. We recognize that occasionally, a purchase may not entirely fulfill your expectations or specific needs. This comprehensive Return and Exchange Policy has been carefully developed to offer a clear, transparent, and straightforward procedure for returning or exchanging products, guaranteeing a fair and positive experience for all our valued patrons. Our primary goal is to facilitate a seamless resolution while maintaining the highest standards of service.

Conditions for Returns and Exchanges

For an item to be eligible for a return or exchange, it must satisfy the following fundamental requirements:

• Pristine Condition: The product must be returned in its precise original state: unused, unworn, unwashed, and entirely undamaged. This includes, but is not limited to, the absence of any smells, marks, animal hair, or indications of alteration. Items exhibiting any signs of use or wear beyond what is necessary for initial inspection upon delivery will regrettably be considered ineligible for a refund or exchange.
• Complete Original Packaging: All merchandise must be returned with its full original packaging intact. This encompasses all boxes, protective coverings, dust bags, tags, labels, authenticity cards, warranty documentation, instruction manuals, and any other accessories that were part of the initial shipment. Missing or compromised original packaging may result in the refusal of the return or a deduction from the refund amount to cover re-packaging expenses or reduced item value.
• Proof of Purchase Required: Valid proof of purchase is mandatory for all requests pertaining to returns and exchanges. Acceptable forms of documentation include your original order number, the confirmation email, the packing slip, or a digital receipt. This information is vital for us to accurately locate your transaction and process your request without delay.
• Timely Submission: All requests for returns or exchanges must be formally initiated within the specified return period, which begins from the confirmed delivery date. Requests submitted after this timeframe will not be processed.

Timeframe for Returns and Exchanges

We provide a specific window during which requests for returns and exchanges can be made:

• Standard Return Duration: For the majority of products, you have a period of thirty (30) calendar days from the date the item was delivered to your designated shipping address to commence a return or exchange. The precise delivery date is determined by the tracking information supplied by the shipping carrier.
• Holiday Season Extension: During significant holiday shopping periods (e.g., November 1st to December 31st), we may offer an extended return period for purchases made within that specific timeframe. Exact details regarding any holiday extensions will be clearly publicized on our website during the relevant season.
• Faulty or Damaged Goods: For products that arrive defective or damaged, the reporting period is seven (7) calendar days from the date of delivery. Please refer to the "Damaged or Defective Items" section for precise instructions on how to proceed with such claims.

Procedure for Initiating a Return or Exchange

To ensure a smooth and efficient return or exchange process, please adhere to these steps:

1. Contact Our Support Team: Begin by reaching out to our dedicated Customer Service team using the contact methods available on our website. Please provide your order number, the name of the item(s) you wish to return or exchange, and the reason for the return.
2. Obtain Return Authorization: Following a review of your request, if your item is deemed eligible, our team will issue you a Return Merchandise Authorization (RMA) number along with comprehensive instructions on how to send your item back. Please refrain from returning products without an RMA number, as this may lead to processing delays or the rejection of your return.
3. Prepare Your Shipment: Carefully package the item(s) in their original packaging, ensuring all original accessories, tags, and documentation are included. It is strongly recommended to use a robust shipping box to prevent damage during transit. Clearly write the provided RMA number on the exterior of the package.
4. Dispatch the Product: Ship the package to the address furnished by our Customer Service team. We highly advise utilizing a trackable shipping service with insurance, as New York Tonometer cannot be held accountable for items lost or damaged during return transit. The cost of return shipping is generally the responsibility of the customer, unless the return is a direct result of an error on our part (e.g., incorrect item shipped, defective product).
5. Confirmation and Processing: Once we receive and thoroughly inspect your returned item, we will send you an email notification confirming the receipt of your return and updating you on the status of your refund or exchange. Please allow a reasonable timeframe for processing after the item has been received.

Refund Processing and Methods

Once your return is received and inspected, and it satisfies all eligibility criteria, your refund will be processed as follows:

• Original Payment Source: Refunds will be credited to the original method of payment used for the initial purchase. This includes credit cards, debit cards, or other payment gateways. Please be aware that it may take several business days for the refund to reflect on your statement, depending on the policies of your financial institution.
• Processing Duration: Kindly allow approximately 5-10 business days from the date we confirm receipt and approval of your return for the refund to be processed and appear in your account. This timeframe accounts for our internal processing procedures and the variable processing times of financial institutions.
• Shipping Charges: Initial shipping charges are non-refundable, unless the return is a direct consequence of our error (e.g., incorrect item shipped, defective product). In such instances, the full purchase price, including original shipping, will be reimbursed.
• Restocking Fees: In specific, limited situations, a restocking fee may be applied, particularly for items returned without their original packaging or exhibiting minor wear. Any applicable restocking fees will be clearly communicated during the RMA process.
• Store Credit Option: In some cases, at your request or if the original payment method is unavailable, a refund may be issued as store credit, which can be utilized for future purchases on New York Tonometer.

Items Not Eligible for Return or Exchange

For reasons concerning hygiene, safety, intellectual property, or final sale stipulations, certain categories of items are excluded from our standard return and exchange policy. These products cannot be returned or exchanged under any circumstances, unless they are found to be defective upon arrival and reported within the stipulated timeframe:

• Personalized or Custom-Ordered Items: Products that have been specifically customized, engraved, or manufactured to order based on your unique specifications are not eligible for return or exchange.
• Digital Goods: Downloadable software, e-books, gift certificates, and other digital content are non-returnable once the acquisition is complete or the content has been accessed.
• Health and Personal Care Products: For sanitary considerations, items such as cosmetics, skincare products, intimate apparel, swimwear, earrings, and certain medical devices cannot be returned if their original sealed packaging has been opened or compromised.
• Perishable Products: Food items, floral arrangements, and other goods subject to spoilage are non-returnable.
• Clearance or Final Sale Merchandise: Products explicitly designated as "Final Sale," "Clearance," or "Non-Returnable" at the moment of purchase are not eligible for returns or exchanges. This policy will be clearly indicated on the respective product page.
• Items Lacking Original Tags/Seals: Any item where the original security tags, seals, or labels have been removed, altered, or tampered with, thereby rendering it unsuitable for resale as new.
• Services Rendered: Any services purchased, such as installation, extended warranties, or subscriptions, are generally non-refundable once they have been provided or activated.

Damaged or Faulty Merchandise

We meticulously inspect all items prior to shipment to ensure they adhere to our stringent quality standards. However, in the rare instance that you receive a damaged or defective product, please follow these essential steps:

• Immediate Notification: You are required to notify our Customer Service team within seven (7) calendar days of the delivery date if you receive an item that is damaged or defective. Please include your order number, a detailed description of the damage or defect, and clear photographic or video evidence.
• Review and Resolution: Upon receiving your notification and evidence, our team will thoroughly review the claim. We may request that you return the item for further inspection. If the damage or defect is substantiated, we will offer you a replacement of the identical item (subject to availability), a complete refund, or store credit, at our discretion and in accordance with your preference.
• Return Shipping for Defective Items: In confirmed cases of damage or defect, New York Tonometer will bear the cost of return shipping. We will furnish you with a pre-paid shipping label for your convenience.
• Retain Original Packaging: Even for damaged or defective items, please preserve all original packaging. This is frequently required by shipping carriers for the purpose of insurance claims.