Thank you for reaching out. We understand that this situation may be frustrating, and we genuinely empathize with your concerns.
However, we must prioritize the safety and well-being of all our customers—many of whom are in vulnerable stages of recovery. According to the American Journal of Infection Control, a surgical site infection (SSI) following total knee replacement surgery can cost between $10,443 and $25,546. These infections often result from contamination and can lead to extended hospital stays, additional surgeries, and serious health complications.
For this reason, we have a strict no-return policy on any medical product that comes into direct contact with the body. Once a product is opened, we cannot guarantee its sterility and therefore cannot risk reselling it. We simply cannot—and will not—put another customer at risk of infection or harm.
As a gesture of goodwill, we offered you a discount that brought the cost of the item down to our near-wholesale price. While we understand that not everyone will agree with our policies, we stand by them as part of our ethical obligation to patient safety. We are willing to accept disagreement; what we cannot accept is compromising the health of someone who is counting on us during a critical moment in their recovery.
We appreciate your understanding.