To initiate a return or exchange, please follow these steps:

1. Complete the Return/Exchange Form.
2. Within 2–3 business days, you will receive an email from our shipping department containing a questionnaire regarding the condition of the device.
3. Complete and submit the questionnaire. Based on your responses:
   • If the device is eligible for return, you will receive a return shipping label.
   • Do not apply the label directly to the device. Instead, place the device in a shipping box in the same condition and packaging as it was received, and affix the return label to the outside of the box.
4. When UPS arrives at your facility, please hand the package directly to the driver.

Important Notes:

• If the returned device is written on, damaged, or opened, the return will be denied.
• If a returned device is received in such a condition, the patient will not be eligible for a swap in the future.
• If the patient requests the device back, it will be returned in the same condition in which it was received.

Exchanges follow the same process as returns with one additional step:

• Once the returned device is received in acceptable condition (unopened, undamaged, and not written on), we will proceed with shipping the alternate device that the patient has requested as part of the exchange.

Please Note: 

• Do not submit a new order when conducting and submitting a new order will delay the processing of the exchange.
• Swaps between IUDs and Nexplanons are not permitted. We do not ship Nexplanons directly; these are fulfilled by Theracom, our shipping