Refunds and Replacement Policy

Listed below are cases eligible for refund or replacement. If you have any additional issues not categorized here, which may include discrepancies in quantity, incorrect documentation, or other unique cases requiring specific handling, contact our client service immediately at info@medsupplysolutions.com. Please note that returns and refunds are at our discretion, and there is no guarantee your order will qualify.

What Is Eligible for a Refund or Replacement?

You may request a refund or replacement in case you receive: 

1. Damaged Goods

Products that have been physically damaged during transit, making them unusable or unsellable. Products that were inadequately or improperly packaged, leading to potential damage during transit or unprofessional presentation to the client.

Eligibility Criteria for Refund or Replacement 

• Items received with visible damage due to shipping.
• Defective items or malfunction upon arrival.
• Packaging errors that result in product compromise. The packaging issue must have directly impacted the product’s usability, safety, or appearance upon delivery.   
• Items that have expired upon arrival. 

Documentation Requirements 

Clear photos of the damaged product(s), packaging, and shipping label. Proof of purchase, including order confirmation, waybill, or invoice. If applicable, include a temperature reading for temperature-sensitive items, and a photo showing the temperature reading upon arrival (taken with an infrared thermometer or a digital probe thermometer). 

Notification Period 

Report within 72 hours of receiving the item.

Exclusions 

Minor cosmetic packaging damages that do not affect product use, damage caused by client handling after delivery, and reports made outside the 72-hour notification period.

2. Ineffective Goods

Products that fail to deliver the expected results or do not meet the performance claims, resulting in client dissatisfaction.

Eligibility Criteria for Refund or Replacement

• The product does not perform as expected or advertised when used as directed. 
• There is a manufacturing or quality issue that has impacted the product’s effectiveness. 
• Vial integrity is compromised (vial is damaged, tampered with, or improperly sealed). 
• The product packaging and vial contents are incomplete or compromised, resulting in unexpected substance discoloration, cloudiness, or a significant deviation from the standard substance appearance, indicating that the product has become unusable.

Documentation Requirements

Please submit evidence of use (photos or videos demonstrating the product’s ineffective performance) and purchase confirmation. You will also need to submit the Ineffective Product Form detailing the specific ways in which the product did not perform as expected. 

Notification Period 

Report the issue within 180 days of the order date. This timeframe aligns with bank refund policies, as most financial institutions only allow refunds within 180 days. 

We understand that you may stock up on supplies for future use; however, it is the client’s responsibility to verify the effectiveness of these products upon receipt and within a timely manner.

Exclusions

Issues resulting from improper storage or misuse by the client. Reports made outside the 180-day notification period. Minor variations in product efficacy due to individual response. 

3. Warm Goods

Temperature-sensitive products exposed to conditions outside the required temperature range, potentially compromising their quality or safety. Please note that only temperature-related issues affecting product integrity are covered under this policy. 

Eligibility Criteria for Refund or Replacement

• Temperature compromise during transit, documented by a temperature reading upon arrival. Damaged or compromised packaging that may have affected product stability. 
• Exceeded shipping time for cold-chain goods (10 days) due to customs processing or adverse weather delays. 
• Missing ice packs. 

Documentation Requirements

A photo showing the temperature reading taken with an infrared thermometer or a digital probe thermometer, or photos/videos demonstrating that the goods received were warm. Provide tracking numbers, carrier details, shipment date, and delivery status to reference the delivery that took 10 days or more. Also, submit proof of purchase, such as order confirmation, waybill, or invoice. 

Notification Period

Report within 48 hours of receiving the item.

Exclusions 

Claims for temperature-related issues are reported beyond the 72-hour window. The goods that were not stored correctly after delivery.

4. Wrong Products

Orders where incorrect items were shipped to the client, either due to mislabeling, picking errors, or other handling mistakes. 

Eligibility Criteria for Refund or Replacement

• The product must be unused, in its original packaging, and in resalable condition, unless damaged or defective. 
• Our team will check discrepancies between the products you received vs. the products you ordered.

Documentation Requirements

A photo of the incorrect product received clearly showing the LOT number and all sides of the box. Also, submit proof of purchase, such as order confirmation, waybill or invoice. 

Notification Period

Report within 72 hours of receiving the item. 

5. Other Terms

Orders that failed to reach the client due to courier issues,  incorrect addresses, or logistical errors requiring investigation and resolution. 

Eligibility Criteria for Refund or Replacement

• Undelivered packages. The package must be verified as undelivered based on tracking information from the carrier, showing no successful delivery attempt.
• If a cold chain shipment is undelivered or delayed beyond 10 business days, it is eligible for replacement or refund due to temperature sensitivity.  
• Ambient shipments undelivered within 14 business days of dispatch qualify for investigation and potential refund or replacement, considering factors like carrier delays or incorrect address.

Documentation Requirements

Provide their order confirmation, tracking numbers, carrier details, shipment date, and delivery status to reference the delivery that took 10 days or more. 

Notification Period 

Report the issue within 5 to 10 business days after the order date. 

Exclusion

Orders that were undelivered due to client unavailability, incorrect address details provided by the client, or refusal to accept the package. Claims due to uncontrollable factors (e.g., customs hold) may be assessed separately. Instances when customs require the submission of a document or completion of a form before authorizing the release of the shipment.