Phone Number
(800) 210-7017
(800) 210-7017
Last updated: February 18, 2026
At BTR PRP, we are committed to providing high-quality, FDA-cleared medical devices to healthcare professionals. Due to the strict regulatory nature of our products, our return policy is governed by health and safety standards to ensure the integrity of the medical supply chain.
We do not accept returns or exchanges on any medical devices once they have been shipped.
Because our products (including PRP kits and centrifuges) are sterile, single-use medical devices or capital medical equipment, we cannot accept them back into inventory once they have left our facility. We cannot verify storage conditions or chain of custody after delivery, which prevents us from restocking or reselling these items safely.
Please review your order carefully before completing your purchase to ensure you have selected the correct kit size and quantity.
All Sales Are Final. Due to the sterile nature of our medical devices and the technical calibration requirements of our centrifugation hardware, BTR PRP does not accept returns or offer refunds for any products once they have shipped from our facility.
PRP Kits: For safety and regulatory compliance, we cannot accept returns on sterile 15ml or 30ml kits. Any break in the factory seal or chain of custody renders the medical device non-resalable.
Centrifuges: All hardware sales, including the Kong Medical Centrifuge, are final. We do not offer “trial periods” or returns for buyer’s remorse.
While we do not accept returns for “change of mind,” we fully stand behind the quality of our products. If you receive an item that is damaged, defective, or incorrect, we will replace it at no cost to you.
Reporting Process: You must report any discrepancies or damage within 5 business days of delivery.
Damaged or Defective Items: If your order arrives damaged or contains a manufacturing defect, you must notify us at [email protected] within 48 hours of delivery. We will require photo documentation of the damage and the shipping box to initiate a replacement claim.
Inspect: Please inspect your shipment immediately upon arrival.
Contact: Email us at [email protected] or call (800) 210-7017.
Details: Provide your Order Number and a photo of the damaged or incorrect item.
Once verified, we will arrange for a replacement shipment immediately. Do not discard the damaged items until instructed, as the carrier may require inspection for the insurance claim.
Our fulfillment team processes orders quickly to ensure rapid delivery to your clinic.
Before Shipping: If you need to cancel an order, please contact us immediately. If the order has not yet been packed or staged for shipping, we will cancel it and issue a full refund.
After Shipping: Once an order has been handed to the carrier, it cannot be canceled or recalled. The “All Sales Final” policy (Section 1) will apply.
Order Cancellations: Orders can only be cancelled if they have not yet entered the fulfillment process. Once a tracking number is generated, the sale is final.
In the rare event that a refund is approved (e.g., for a cancellation before shipping or a permanently out-of-stock item), the credit will automatically be applied to your original method of payment. Please allow 5-10 business days for your bank or credit card company to process and post the refund.
If you have questions about this policy or a specific order, please contact our support team:
BTR PRP
1303 W Valencia Dr, #338
Fullerton, CA 92833 USA
Email: [email protected]
