Return policy

Return, Replacement & Defect Policy

At Callisto™, we are committed to providing premium clinical instruments and healthcare essentials that meet our standards for quality, reliability, and performance. Every item undergoes inspection and quality checking before shipment to ensure it arrives in excellent condition.

Please review our policy carefully before placing an order.

Eligibility for Returns & Replacements

We only accept returns, replacements, or refund requests for verified functional defects upon arrival.

Customers must notify us within 7 days from the date of delivery to be eligible for assessment.

To process a request, the following are required:

  • Order number
  • Clear photos and unedited videos showing the issue
  • Complete description of the concern
  • Original packaging (if available)

All submitted concerns are subject to inspection and approval by our team.

Valid Defect Claims

A product may qualify for replacement if it has:

  • Functional or operational defects upon arrival
  • Incorrect item received
  • Missing major components that affect functionality
  • Manufacturer-related issues affecting normal use

If approved, Callisto™ will provide the appropriate resolution, which may include:

  • Replacement unit
  • Store credit

Non-Returnable & Non-Refundable Conditions

The following are not considered valid defects and are not eligible for return, replacement, or refund:

General Conditions

  • Change of mind
  • Personal preference 
  • Incorrect orders placed by the customer
  • Improper handling, misuse, negligence, or accidental damage
  • Signs of wear after use
  • Products damaged due to failure to follow care instructions

Cosmetic & Packaging Concerns

  • Minor cosmetic imperfections that do not affect functionality
  • Slight variations in color, finish, or texture due to lighting, photography, or screen settings
  • Minor packaging dents, creases, or external courier damage

Stethoscope-Specific Notes

  • Personal sound preference differences
  • User-adjustable headset tension or fit concerns
  • Variations in acoustic perception between users
  • Tubing positioning or alignment that does not affect performance

Important Inspection Guidelines

Customers are encouraged to inspect and test their items immediately upon delivery.

For transparency and faster resolution:

  • Please record an unboxing video before opening the package
  • Ensure the video clearly shows the sealed parcel and item condition upon opening

Claims without sufficient proof may not be approved.

Return Shipping

If a return is approved:

  • The item must be returned in its original condition
  • Our store is responsible for return shipping fees unless otherwise stated
  • Returned items showing signs of misuse, modification, or physical damage may be rejected

Items sent back without prior authorization will not be accepted.

Policy Protection

Callisto™ reserves the right to deny requests that:

  • Do not meet policy requirements
  • Show evidence of misuse or intentional damage
  • Contain incomplete or altered proof

We reserve the right to update or modify this policy at any time without prior notice.

Need Assistance?

For concerns regarding your order, our support team is available through our official store channels and will be happy to assist you.