At medXpress Online, we are committed to providing quality healthcare products and excellent customer service. Due to the nature of healthcare products, our return and refund policy is designed to prioritize customer safety and product integrity.
1. Return Eligibility
For safety and quality assurance reasons, we generally do not accept returns of healthcare products once they have been shipped or delivered.
However, you may be eligible for a replacement or refund if:
· The product arrived damaged during transit.
· The product was missing from your order.
· The product received does not match your order confirmation.
Claims must be submitted within 48 hours of delivery.
2. Non-Returnable Items
The following items are not eligible for return or exchange:
· Opened or used products.
· Products with broken or removed safety seals.
· Products stored improperly after delivery.
· Orders purchased during promotional or clearance sales (unless defective).
· Products returned without prior authorization.
3. Damaged or Incorrect Orders
If your order arrives damaged or incorrect:
· Contact our customer support within 48 hours of receiving your order.
· Provide:
o Your order number.
o A description of the issue.
o Clear photographs of the package and product.
· Our team will review your request and respond within 2–5 business days.
If approved, we may provide:
· A replacement product.
· A partial refund.
· A full refund, depending on the circumstances.
4. Refund Process
Once your refund request is approved:
· Refunds will be issued to the original payment method.
· Processing typically takes 5–10 business days, depending on your payment provider.
· Shipping charges are generally non-refundable unless the error was caused by medXpress Online.
5. Order Cancellations
· Orders may be cancelled before they are processed or shipped.
· Once an order has been dispatched, it cannot be cancelled.
6. Shipping Issues
· medXpress Online is not responsible for delays caused by:
· Customs inspections.
· Severe weather conditions.
· Courier disruptions.
· Incorrect shipping information provided by the customer.
7. Contact Us
For return or refund requests, please contact our customer support team with:
· Full Name
· Email Address
· Description of the Issue
· Supporting Photos (if applicable)
We aim to respond to all inquiries within 1–2 business days.
Important Notice
Healthcare products should be used only as directed by a qualified healthcare professional. For customer safety, products that have been opened, used, or tampered with cannot be returned unless required by applicable law.