Refund & Cancellation Policy
Return & Refund Policy
1. Overview
This Return & Refund Policy sets out the terms and conditions governing the return of products and the issuance of refunds for purchases made through the MedThrive website.
Due to the nature of medical equipment and healthcare products, certain items may not be eligible for return once they have been opened or used.
By placing an order through our website, you acknowledge that you have read, understood, and agree to the terms of this Return & Refund Policy.
2. Return Eligibility
Customers may request a return within seven (7) days of receiving their order, provided that the following conditions are met:
- The product is unused and remains in its original condition
- The product is returned in its original packaging
- All accessories, manuals, and included components are returned with the product
- Valid proof of purchase or the order confirmation is provided
Returns that do not satisfy these requirements may be declined.
3. Non-Returnable Items
For health, hygiene, and safety reasons, certain products cannot be returned once they have been opened, used, or where otherwise specified.
4. Damaged, Defective, or Incorrect Items
If you receive a product that is:
- Damaged during transit
- Defective
- Incorrect or different from the item ordered
Please notify us within forty-eight (48) hours of receiving your order.
To assist us in assessing your claim, you may be asked to provide:
- Your order number
- Photographs of the product and its packaging
- A description of the issue
Following our review, we may, where appropriate, offer one of the following remedies:
- A replacement product
- A repair service
- Store credit
- A full or partial refund
5. Return Process
To request a return, customers must:
- Contact our Customer Support Team at contact@med-thrive.com
- Provide the relevant order number together with the reason for the return
- Wait for return authorisation and further return instructions before sending the product back
Returns submitted without prior authorisation may not be accepted.
6. Return Shipping
Unless the return is the result of a defective, damaged, or incorrectly supplied product, customers are responsible for the cost of returning the item.
We recommend using a trackable shipping service, as MedThrive cannot guarantee receipt of returned items and is not responsible for items lost in transit.
7. Refund Processing
Once a returned item has been received and inspected, we will notify you whether your refund request has been approved or declined.
If approved:
- Refunds will generally be processed within seven (7) to ten (10) business days
- Refunds will be issued to the original payment method unless otherwise agreed
Please note that the time taken for the refund to appear in your account may vary depending on your payment provider or financial institution.
8. Partial Refunds
In certain circumstances, a partial refund may be granted, including where:
- The returned product has been damaged due to customer misuse
- Parts, accessories, or components are missing
- The product is returned in a condition other than its original condition
9. Exchanges
Exchanges may be available in cases where:
- A product is defective
- An incorrect item was supplied
Customers wishing to request an exchange should contact our Customer Support Team for assistance.
10. Order Cancellations
Orders may be cancelled prior to shipment by contacting our Customer Support Team.
Once an order has been dispatched, cancellation may no longer be possible, and any request will instead be handled in accordance with this Return & Refund Policy.
11. Contact Information
If you have any questions regarding returns, refunds, or exchanges, please contact us at contact@med-thrive.com.