Returns and Refunds Policy

Effective date: September 10, 2026

Keystone Supply Group sells medical, diagnostic, PPE, janitorial, and industrial products to businesses and institutions. Because many of these products are sterile, regulated, or temperature-sensitive, our return rules are stricter than a consumer retailer's. Please read this policy before ordering.

How to start a return

• Request a Return Merchandise Authorization (RMA) by emailing Orders@KeystoneSupplyGroup.com within 30 days of the delivery date. Include your order or invoice number, the item number, quantity, and reason.
• Do not ship product back without an RMA number. Unauthorized returns may be refused or discarded without credit.
• Return product within 14 days of receiving the RMA, prepaid, in the original manufacturer packaging, with the RMA number on the shipping label but not written on the product carton.

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 plus return freight unless the return is due to a KSG error or a manufacturer defect. Manufacturer-direct (drop-ship) items follow that manufacturer's return policy and restocking fee.

What cannot be returned

The following are not returnable, except for a verified manufacturer defect or KSG 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 of remaining shelf life at the time of return, or items past their expiration date.
• Products purchased more than 30 days before the return request.
• Clearance or final-sale items marked as such on the product page.

Defective products and warranty

Products are covered by the manufacturer's warranty. If a product is defective, contact us with the lot number, quantity affected, and a description. We will coordinate the claim with the manufacturer and follow their instructions for replacement, credit, or return. Please retain the product and packaging until the manufacturer decides whether it needs to be inspected.

Shortages and shipping damage

Report shortages and visible damage within 48 hours of delivery, and concealed damage within 5 business days, with photos and the carrier delivery receipt. See our Shipping Policy for details.

Refunds and credits

Once the return is received and inspected, approved refunds are issued to the original payment method or as an account credit, at your option, within 10 business days. Original outbound freight is not refunded unless the return is due to a KSG error. Restocking fees and return freight are deducted from the credit.

Cancellations

Stock orders may be canceled at no charge before they ship. Special-order and manufacturer-direct items cannot be canceled once the manufacturer has accepted the order.

Recalled products

If a product you purchased is recalled, we will contact you with the manufacturer's instructions. Recall returns are not subject to restocking fees.

Contact

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