Last updated: September 19, 2026
This policy explains when you can return a product or request a refund, and the process for doing so. It works together with our Terms of Service, which governs chargebacks and payment disputes.
1. Hygiene items, needles, cartridges, and other sharps/consumables
For hygiene, safety, and product-integrity reasons, needles, cartridges, sharps, and any other consumable whose packaging or seal has been opened, altered, or damaged cannot be returned or exchanged for reasons of personal preference, compatibility, or change of mind. This applies whether or not the item was used.
Do not mail us opened or used needles, cartridges, or other sharps. Contact us first at orders@needlesyndicate.com for safe handling or disposal instructions.
2. Machines and accessories
Machines and accessories may be returned within 14 calendar days of delivery, but only if unused, uninstalled, undamaged, and in their complete original packaging. Prior return authorization is required — see Section 5. On change-of-mind returns, you are responsible for return shipping and for packing the product adequately; original shipping charges are non-refundable, except where applicable law requires otherwise.
We do not offer a written warranty on machines or any other product ourselves. If the manufacturer or supplier provides its own warranty, that warranty is passed through to you as-is and is administered by that manufacturer or supplier, not by Needle Syndicate, except where we agree in writing to assist.
3. Wrong, damaged, defective, or incomplete items
The restrictions in Sections 1 and 2 do not apply when the product you received is the wrong item, arrives damaged, has a defect covered by applicable law or an applicable warranty, is missing parts, or is subject to a safety recall.
To report this, contact us as soon as reasonably possible at orders@needlesyndicate.com with:
- your Order number;
- clear photos (and video, if the issue is easier to show that way) of the product and its outer packaging/shipping box, taken as soon as you notice the issue and, where practical, within 48 hours of delivery; and
- the lot/batch number, if applicable and visible on the packaging.
We ask for this evidence to resolve your claim quickly and fairly — for both of us. Requesting this information does not limit any right or remedy that cannot be waived under applicable law.
Depending on the situation and as required by applicable law, we will provide repair, replacement, refund, or safe-disposal instructions. We cover the cost of any return we authorize where the issue is attributable to Needle Syndicate, our supplier, or the carrier — you will not be asked to pay return shipping for a defective, wrong, or damaged item.
4. Undelivered or delayed orders
If an Order cannot ship within the announced or legally required timeframe, you may accept the new timeframe or cancel the undelivered portion for a refund to your original payment method.
5. Return authorization — please read before sending anything back
Do not send any product to our registered agent or to any address you obtain by other means. Before sending a return, request authorization and instructions at orders@needlesyndicate.com. Depending on the product, an authorized return may need to go to a supplier or an authorized logistics center rather than to Needle Syndicate directly — we will tell you exactly where.
6. Refunds
Once your claim is approved, or the product is inspected where inspection is needed, we will issue the refund to your original payment method. How long it takes to appear depends on your bank or card issuer, not on us.
7. Before you dispute a charge with your bank
If something about your Order seems wrong, please contact us first — most issues are resolved faster this way than through a bank dispute, and it’s the process this policy is built around. See our Terms of Service, Section 7 for what happens if a chargeback is filed without giving us that chance, and for how we handle disputes we believe are fraudulent or made in bad faith. This section does not affect your right to dispute a charge that reflects an actual billing error or unauthorized use of your card.
8. Sharps and safety
If you have questions about safe handling or disposal of a sharps product, see our Sharps & Safety Notice or contact us directly. Nothing in this policy is medical advice.
9. Your legal rights
This policy governs voluntary returns and our claims process. Nothing in it excludes, restricts, or replaces any right, warranty, or remedy that cannot be limited under applicable federal, state, or local law.
10. Contact
Questions about an Order, a return, or this policy: orders@needlesyndicate.com.