Effective Date: [30th of November, 2025]

MeddialCare is committed to ensuring trust, transparency, and a secure procurement experience across Africa’s & Global healthcare ecosystem. This Return & Refund Policy outlines the conditions under which returns, replacements, and refunds may be requested for products and services purchased through our multi‑vendor marketplace.

1. Eligibility for Returns

A product may be eligible for return under the following conditions:

1.1 Damaged or Defective Products

A return is accepted if the item:

* Arrives damaged

* Is defective upon delivery

* Is non‑functional or fails quality checks

1.2 Wrong or Incomplete Item Delivered

Returns are accepted if:

* The product delivered does not match the order

* Parts or accessories are missing

1.3 Expired or Near‑Expiry Consumables

Consumables delivered expired or with insufficient shelf life may be returned.

1.4 Vendor‑Specific Return Windows

Each vendor may set their own return window, typically (3–14 days), which will be displayed on the product page.

2. Non‑Returnable Items

The following items are not eligible for return unless proven defective upon delivery:

* Opened sterile products

* Calibration‑sensitive laboratory equipment once installed

* Radiation‑emitting equipment after installation (e.g., X‑ray systems)

* Consumables that have been opened or used

* Software licenses, digital products, or subscriptions

* Items sold under clearance or final sale

3. Return Process

To initiate a return:

1. Log into your MeddialCare account.

2. Go to Orders → Request Return. 

3. Upload clear evidence (photos/videos) of the issue.

4. Select your preferred resolution: (Refund),(Replacement), or (Repair).

Our support team will review and notify you of the return status within (48–72 hours). 

4. Inspection and Approval

Upon receiving the returned item, MeddialCare or the vendor will:

* Conduct a quality assessment

* Verify the issue raised

* Approve or reject the return based on findings

Items that fail inspection (e.g., signs of misuse, tampering, or improper installation by an unauthorized party) may be rejected.

5. Refunds

5.1 Refund Method

Approved refunds may be issued via:

* Original payment method

* MeddialCare wallet credit

* Bank transfer

5.2 Refund Timeline

Refunds are typically processed within (5–14 business days) depending on payment method and bank processing speed.

6. Replacements and Exchanges

A replacement may be provided if:

* The vendor has the same item in stock

* The product is eligible for exchange

If unavailable, a refund or alternative product may be offered.

7. Vendor Obligations

All vendors on MeddialCare must:

* Clearly state their return policies

* Honor approved return claims

* Provide timely support for defective items

Non‑compliant vendors may face penalties including suspension.

8. Logistics and Reverse Pickup

Return logistics may be handled via:

* MeddialCare Logistics Network

* Vendor‑approved courier

In some cases, buyers may be required to ship the item back, after which shipping costs may be refunded if the return is deemed valid.

9. Returns for Installed Equipment**

For equipment requiring installation (e.g., X‑ray systems, analyzers):

* A certified Meddialer technician must verify the defect

* Unapproved third‑party installation voids return eligibility

10. Disputes

If a buyer or vendor disagrees with a return decision, they may escalate the matter to MeddialCare Resolution Center for review.

11. Contact Support

For any issues or inquiries:

* Email: [support@meddialcare.com](mailto:support@meddialcare.com)

* Phone: +234-813-344-3964

* Portal: MeddialCare Support Center

MeddialCare is committed to ensuring every hospital, clinic, lab, and pharmacy procures equipment with confidence, transparency, and support.