Returns and Refund Policy
Returns and Refund Policy for SaluberMD WLL Medical Devices Marketplace
Last Updated: 17 December 2024
SaluberMD WLL (herein after referred to as SaluberMD) is committed to delivering high-quality medical devices and providing a seamless post-purchase experience. This Returns and Refund Policy outlines the terms under which products purchased on the Medical Devices Marketplace may be returned, replaced, or refunded. All returns and refund requests must be initiated exclusively through the SaluberMD Mobile Application or Portal to ensure a secure and traceable process.
1. Eligibility for Returns
Returns may be initiated under the following conditions:
• Defective or Damaged Items: Products that are defective or damaged upon delivery.
• Incorrect Items: Products that do not match the customer’s order (e.g., wrong model or variant).
• Unopened Items: Products in their original, unused, and sealed packaging.
1.1 Non-Returnable Items
The following products are not eligible for returns:
• Digital or software-based purchases (e.g. app subscriptions).
• Items damaged due to customer misuse, tampering, or negligence.
2. Initiating a Return or Refund
To ensure a streamlined process, all returns or refund requests must be initiated exclusively through the SaluberMD Mobile Application or Portal:
Steps to Initiate a Return
1. Log In: Access your SaluberMD account on the app or portal.
2. Navigate to Orders: Go to the “My Orders” section.
3. Select the Product: Choose the product you wish to return and click on the “Request Return/Refund” option.
4. Provide Details: o Select a reason for the return from the predefined list (e.g., defective, incorrect item).
o Upload supporting evidence such as photos of the defect/damage.
5. Submit Request: Confirm the request and wait for approval.
Review Process
• SaluberMD’s team will review the request and notify you of approval or rejection within 4 working days.
3. Refund Eligibility and Process
Refunds are applicable under the following conditions:
• Defective or Incorrect Products: Full refund will be issued upon verification.
• Unavailability of Replacement: If a replacement product is out of stock, the customer may opt for a refund.
Refund Method
• Refunds will be processed via the original payment method.
• Refund timelines may vary, with funds typically reflecting within 7-10 business days after approval.
4. Replacements
• Replacements are subject to stock availability.
• If the product cannot be repaired or replaced, a refund will be issued.
5. Return Shipping Process
Once a return is approved:
• Pickup Service: SaluberMD will arrange a courier pickup for the product.
• Drop-off Option: In certain cases, customers may be asked to drop off the product at a designated location.
6. Inspection and Approval
Returned products will undergo inspection upon receipt to verify eligibility for a refund or replacement.
7. Warranty Considerations
Products covered by a warranty (mentioned at the time of purchase) will be serviced as per the warranty terms.
Warranty Exclusions
• Warranty is void if the product is damaged due to: o Customer negligence or misuse.
o Tampering or unauthorized repairs.
8. Return and Refund Denials
SaluberMD reserves the right to deny a return or refund if:
• The return request is initiated outside the 7-day return window.
• The product is not in its original condition or missing accessories.
• The damage is determined to be caused by the customer.
9. Notifications
Customers will receive timely notifications at each stage of the return/refund process, including:
• Acknowledgment of return request.
• Approval or rejection of the request.
• Updates on product pickup/drop-off status.
• Refund or replacement confirmation.
10. Return Shipping Costs
• For defective or incorrect items, SaluberMD will cover the return shipping costs.
• For customer-initiated returns (e.g., change of mind, if allowed), the customer will bear the shipping costs.
11. Policy Updates
This policy is subject to updates to align with changes in business processes or legal requirements. Updates will be communicated via the platform or email.
For any assistance, contact our support team via the app or email at support@salubermd.com.
