Device4Med – Return, Replacement & Refund Policy

1. Overview

At Device4Med, your satisfaction is our top priority. We aim to provide only authentic and high-quality medical devices and accessories.
However, if a product doesn’t meet expectations or arrives damaged, you can request a return or replacement within 5 days of delivery under the terms and conditions below.

2. Return & Replacement Window

1.      We offer a 5-day return and replacement policy from the date of delivery.

2.      Requests raised after 5 days of delivery will not be eligible for return, replacement, or refund.

3.      For products that require installation, the 5-day period begins from the date of installation by Device4Med’s authorized personnel.

3. Mandatory Unboxing Video Requirement

To ensure transparency and fairness, a clear unboxing video is mandatory for all return or replacement requests.

Please Note:

1.      You must record a continuous video showing:
a. The outer packaging and shipping label (with seal intact)
b. The unboxing process
c. The product’s condition and contents inside the box

2.      This video acts as proof in case of missing, damaged, or defective items.

3.      Without a proper unboxing video, Device4Med will not process any return or replacement request.

4. Eligibility for Return / Replacement

You may request a return or replacement under any of the following conditions:

1.      Product received is physically damaged or defective.

2.      Product delivered is incorrect, or parts/accessories are missing.

3.      Product has a manufacturing defect or does not function as described.

4.      Product received has less than 30 days of expiry remaining (for perishable or consumable items).

5.      Product packaging is tampered, incomplete, or missing components, reported with valid video proof within 5 days.

5. Non-Returnable / Non-Replaceable Items

For health, safety, and regulatory reasons, the following items are not eligible for return or replacement:

1.      Opened, used, or single-use medical products (e.g., masks, tubing, syringes, catheters, consumables, etc.).

2.      Sterile or perishable products, unless an incorrect item was shipped.

3.      Items with tampered packaging, broken seal, or missing serial numbers.

4.      Customized, engraved, or made-to-order products.

5.      Software, downloadable products, and gift cards.

6.      Items classified as hazardous, flammable, or under special import orders.

7.      Orders placed under bulk, B2B, or institutional contracts, unless covered by a separate agreement.

6. Product Condition for Return

Returned products must comply with the following conditions:

1.      Must be unused and unwashed, in the same condition as received.

2.      Must be returned in original, undamaged packaging with all tags and seals intact.

3.      Must include all accessories, manuals, freebies, and bundled items received with the product.

4.      Serial number, barcode, and MRP tags must be unaltered and visible.

5.      No missing parts, dents, or physical damage.

If any of these conditions are not met, the return may be rejected.

 

7. Return Request Process

1.      Raise a request via email (support@device4med.com) or through your customer account within 5 days of delivery.

2.      Include the following details:

o    Order ID & invoice copy

o    Photos/videos showing product issue or defect

o    Clear unboxing video showing packaging, seal, and product

o    Image of outer packaging and shipping label

3.      Our support team may initiate troubleshooting or technical verification before approval.

4.      Once approved, pickup will be arranged within 3–5 working days (subject to service availability).

 

8. Inspection & Approval Process

1.      After receiving your return, our Quality Assurance (QA/QC) team inspects it within 5–7 business days.

2.      If approved:
a. A replacement will be issued, or
b. A refund will be processed as per your preference.

3.      If the product is out of stock, you can choose between a refund or store credit.

4.      If the item fails quality verification, it will be shipped back to you at your own cost.

9. Replacement & Refund Process

1.      Replacement is our first priority. Device4Med will always attempt to replace the product before offering a refund.

2.      If replacement is not possible due to stock unavailability, a refund will be processed through the original payment method.

3.      Refunds will be initiated within 5–7 working days after product inspection and approval.

4.      In some cases, payment gateway or shipping charges may be deducted unless the issue is from our side.

10. Refund Policy

1.      Refunds are initiated within 5–7 working days after product inspection and approval.

2.      Refunds are processed via:
a. Original payment method, or
b. Store wallet / credit note upon request.

3.      In case of partial refunds, gateway and/or logistic costs may be deducted unless the return is due to company error or a defective item.

4.      Refund timelines may vary depending on your payment provider’s processing speed.

11. Shipping & Return Charges

1.      If the product is defective, damaged, or incorrect, Device4Med will bear the return shipping cost.

2.      For any other valid reason (such as change of mind or wrong order placed), shipping charges will be borne by the customer.

3.      For heavy medical equipment or furniture, actual two-way shipping cost may be deducted from the refund amount.

12. Order Cancellation

1.      Orders can be cancelled within 6 hours of placement if not yet dispatched.

2.      Once shipped, cancellations are not permitted — the return policy applies after delivery.

3.      Customized, imported, or special procurement orders cannot be cancelled.

4.      If cancellation is approved, a refund will be processed within 5–7 working days after confirmation.

13. Terms & Conditions

1.      Video Proof Requirement: Without a clear unboxing video showing sealed packaging and unboxing process, no return or replacement will be processed.

2.      Replacement-First Policy: Device4Med will always provide a replacement first; only if not possible, a refund will be issued.

3.      Authenticity Check: Device4Med reserves the right to verify product authenticity and usage before approving any return.

4.      Genuineness of Claims: Device4Med, at its sole discretion, may deny a return or replacement request if the claim is found fraudulent, inconsistent, or not genuine.

5.      Customer Responsibility: Customers must inspect the package upon delivery and report any visible damage immediately.

6.      Unauthorized Returns: Any return made without prior approval from Device4Med will not be accepted.

7.      Force Majeure: Device4Med is not liable for delays due to natural calamities, strikes, or transport disruptions.

8.      Third-Party Sellers: For items sold by third-party vendors, their individual return policies may apply.

9.      Policy Updates: Device4Med reserves the right to modify or update this policy at any time without prior notice.

10.  Legal Jurisdiction: All disputes related to this policy shall be subject to the jurisdiction of Delhi only.