At Medical Hub BD, customer satisfaction and product quality are our priorities. We aim to ensure that every customer receives the correct product in good condition.

If you receive a damaged, defective, incorrect, or incomplete product, we are committed to reviewing your complaint and providing an appropriate solution in accordance with this Return & Refund Policy and applicable laws of Bangladesh.

This policy applies to purchases made through https://medicalhubbd.com.

1. Eligibility for Returns

A customer may request a return or exchange under the following circumstances:

• The delivered product is damaged during transportation.

• The customer receives a defective or non-functional product.

• The delivered product is different from the product ordered.

• Important accessories or components mentioned in the product description or invoice are missing.

• The product has a verified manufacturing defect covered by the applicable return or warranty terms.

All return requests are subject to verification and approval by Medical Hub BD.

2. Return Request Timeframe

Customers should contact Medical Hub BD as soon as possible after receiving their order if they identify any damage, defect, incorrect product, or missing item.

Please report delivery-related issues within [insert your approved reporting period] from the date of delivery.

The reporting period and applicable return conditions will be communicated to customers before or at the time of purchase where relevant.

3. Conditions for Accepting Returns

To be eligible for a return, the following conditions may apply:

• The product must be accompanied by its original purchase invoice or order confirmation.

• The product should include its original packaging, accessories, manuals, and supplied components.

• The product must not show signs of unauthorized repair, misuse, or accidental damage.

• The issue must be reported with sufficient information for verification.

• The product may need to be inspected by our technical team or an authorized service provider.

For hygiene-sensitive medical products, additional restrictions may apply.

4. Non-Returnable Products

For safety, hygiene, and product integrity reasons, certain products may not be eligible for return or exchange after opening, use, or removal of protective seals, unless they are defective, damaged, incorrectly supplied, or otherwise covered by applicable law.

These may include:

• CPAP and BiPAP masks.

• Nasal pillows and other patient-contact accessories.

• Medical consumables and disposable items.

• Opened or used hygiene-sensitive products.

• Products specifically ordered or customized for a customer, subject to applicable law.

This restriction does not remove any customer's rights regarding defective, damaged, incorrect, or misrepresented products under applicable law.

5. Products Not Eligible for Return

A return request may be declined where:

• The product has been damaged due to misuse, negligence, or improper handling by the customer.

• The product has been modified, disassembled, or repaired by an unauthorized person.

• The product is damaged due to failure to follow the manufacturer's instructions.

• The product has normal wear and tear or damage unrelated to a manufacturing defect.

• The customer changes their mind after purchase, where no change-of-mind return option has been offered.

• The product does not meet the applicable return conditions.

All decisions will be subject to the product's warranty terms and applicable consumer protection laws.

6. How to Request a Return

To request a return or exchange, customers should follow these steps:

Step 1: Contact Us

Contact our customer support team at +880 1722-152427.

Step 2: Provide Order Information

Share the following details:

• Order number or invoice number.

• Product name and model.

• Date of purchase and delivery.

• Description of the problem.

• Relevant photographs or videos, if applicable.

Step 3: Product Verification

Our team will review the complaint and may request additional information or arrange a product inspection.

Step 4: Return Approval

If the request is approved, our team will explain the return procedure and the applicable collection or shipping arrangements.

Please do not send a product back without first receiving return instructions from our team.

7. Exchange Policy

Depending on product availability and the nature of the issue, Medical Hub BD may offer:

• Replacement with the same product.

• Exchange with an equivalent product, subject to customer agreement.

• An alternative solution where replacement is not available.

• A refund where applicable.

Any price difference for an agreed alternative product will be communicated before the exchange is completed.

8. Refund Policy

If a refund is approved, the refund will be processed using an appropriate payment method.

Refunds may be applicable in circumstances such as:

• A verified defective product that cannot reasonably be repaired or replaced.

• An incorrect product delivered where a suitable replacement is unavailable.

• An order cancelled by Medical Hub BD because the product is unavailable.

• Other circumstances where a refund is required under applicable law or agreed terms.

The refund amount and any applicable deductions, if legally permissible, will be communicated to the customer before processing.

9. Refund Processing Time

Approved refunds will be initiated within a reasonable timeframe after the return or cancellation has been verified.

The time required for the refunded amount to appear in the customer's account may depend on the payment provider, bank, mobile financial service, or payment gateway.

Customers will be informed when the refund process has been initiated.

10. Return Shipping Charges

Return shipping charges will depend on the reason for the return.

• If the product is verified as defective, damaged during delivery, or incorrectly supplied, Medical Hub BD will arrange or cover reasonable return shipping costs, as applicable.

• If a return is accepted for another reason agreed with the customer, any applicable shipping costs will be communicated in advance.

• Additional delivery or collection charges will not be imposed without informing the customer.

11. Order Cancellation

Customers who wish to cancel an order should contact us as soon as possible.

• Cancellation requests may be accepted before the order is dispatched.

• Once an order has been dispatched, cancellation may not be possible.

• Special-order or customized products may have additional cancellation conditions, which will be communicated before purchase.

• If Medical Hub BD cancels an order after receiving payment, an applicable refund will be arranged.

12. Warranty and After-Sales Service

Some medical equipment may be covered by a manufacturer's or supplier's warranty.

A warranty claim is different from a return request. Products that are outside the return eligibility period may still qualify for repair, replacement, or other warranty support under their applicable warranty terms.

Customers should contact our support team for warranty-related assistance.

13. Important Notice for Medical Equipment

Medical equipment must be handled carefully and used according to the manufacturer's instructions.

Customers should not attempt unauthorized repairs, modifications, or disassembly of products.

For CPAP, BiPAP, oxygen therapy devices, and other medical equipment, any technical or clinical concerns should be addressed with the appropriate qualified professional.

14. Consumer Rights

Nothing in this policy is intended to limit or exclude any rights or remedies available to customers under the applicable laws and regulations of Bangladesh.

Where a provision of this policy conflicts with applicable law, the applicable legal requirements will prevail.

15. Policy Updates

Medical Hub BD reserves the right to update or modify this Return & Refund Policy when necessary.

Any changes will be published on this website. Customers are encouraged to review this page periodically.

16. Contact Us

For return requests, refund inquiries, product complaints, or exchange assistance, please contact:

Medical Hub BD

Website: https://medicalhubbd.com
Hotline: +880 1722-152427

Medical Hub BD – Your Trusted Medical Equipment Partner.