At Medical Hub BD, customer satisfaction and reliable after-sales support are important parts of our service. We understand that purchasing medical equipment requires proper information, guidance, and assistance.

Our support team is committed to helping customers with product inquiries, order-related questions, delivery updates, technical assistance, and warranty-related concerns.

This Support Policy explains the types of assistance available to customers who purchase products or use services from Medical Hub BD.

1. Our Support Services

Medical Hub BD provides customer support in the following areas:

Product Information & Consultation

• Product specifications, features, and availability.

• Guidance on CPAP, BiPAP, oxygen concentrators, and other medical equipment.

• Information about product accessories and compatibility.

• Warranty details and product documentation.

• General product usage information.

Order & Payment Support

• Order confirmation and status inquiries.

• Payment-related questions.

• Order modification requests, where possible.

• Invoice and purchase-related assistance.

Shipping & Delivery Support

• Delivery status and tracking inquiries.

• Delivery delays and unsuccessful delivery attempts.

• Incorrect or damaged product delivery complaints.

• Delivery address or contact information corrections, where possible.

Technical Support

• Basic product setup and operational guidance.

• Assistance with understanding product functions.

• Troubleshooting common technical issues.

• Guidance on product maintenance and care.

• Referral to authorized service providers, where applicable.

Warranty & After-Sales Support

• Warranty coverage inquiries.

• Warranty claim submission guidance.

• Assistance with repair or replacement requests, subject to applicable warranty terms.

• Follow-up on previously reported product issues.

2. Support Channels

Customers can contact Medical Hub BD through the following channels:

Website: https://medicalhubbd.com

Customer Support Hotline: +880 1722-152427

For faster assistance, please provide your order number, product name, purchase date, and a brief description of the issue when contacting our team.

3. Support Availability & Response Time

Our support team aims to respond to customer inquiries as promptly as possible.

Response and resolution times may vary depending on:

• The nature and complexity of the issue.

• Product availability and technical requirements.

• Warranty verification.

• Coordination with suppliers, manufacturers, or service partners.

• Public holidays and operational circumstances.

Some technical or warranty-related issues may require additional time for investigation.

4. Technical Assistance

We provide reasonable technical guidance for products purchased from Medical Hub BD.

Depending on the product, assistance may include:

• Basic setup instructions.

• Understanding product controls and settings.

• General troubleshooting guidance.

• Accessory compatibility information.

• Product care and maintenance guidance.

For complex technical issues, physical inspection or professional servicing may be necessary.

Customers should not attempt unauthorized repairs, internal modifications, or disassembly of medical devices, as these actions may affect product safety and warranty coverage.

5. Warranty Support

Warranty coverage depends on the specific product and its applicable warranty terms.

Customers requesting warranty assistance may be asked to provide:

• Purchase invoice or order confirmation.

• Product model and serial number, where applicable.

• Description of the problem.

• Photos or videos demonstrating the issue, if required.

All warranty claims are subject to product inspection, warranty conditions, and applicable manufacturer or supplier policies.

Please refer to the relevant product warranty information or contact our support team for assistance.

6. Customer Responsibilities

To help us provide effective support, customers are requested to:

• Provide accurate purchase and contact information.

• Keep the purchase invoice or order confirmation.

• Follow the product manual and manufacturer instructions.

• Use products according to their intended purpose.

• Provide clear descriptions of technical issues.

• Follow recommended safety and maintenance guidelines.

Customers should use medical equipment under appropriate professional guidance whenever required.

7. Medical & Safety Disclaimer

Medical Hub BD provides product information and general technical assistance. Our customer support service does not replace professional medical advice, diagnosis, or treatment.

We do not recommend changing prescribed therapy settings, medication, or treatment plans without consulting a qualified healthcare professional.

For medical emergencies, customers should contact an appropriate healthcare provider or emergency service immediately.

8. Complaints & Escalation

If a customer is not satisfied with the support received, they may contact our customer support team again with the previous communication details and order information.

We will review the complaint and make reasonable efforts to investigate and resolve the matter.

Resolution may depend on product inspection, warranty conditions, supplier policies, and applicable consumer protection laws.

9. Limitations of Support

Our support services are subject to the following limitations:

• Technical assistance may vary by product and manufacturer.

• Support for products not purchased from Medical Hub BD may be limited.

• Repair, replacement, installation, and on-site service are not automatically included with every purchase.

• Services provided by third-party manufacturers or service centers may be governed by their own terms and conditions.

Any applicable service charges will be communicated before proceeding.

10. Policy Updates

Medical Hub BD reserves the right to update or modify this Support Policy when necessary.

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

Medical Hub BD – Your Trusted Medical Equipment Partner.