privacy & policy 2
Return & Exchange Policy
Our commitment to ensuring your complete satisfaction with our medical and rehabilitation products
Table of Contents
Introduction
At MedHaven, we are committed to providing high-quality medical and rehabilitation products that meet your needs. We understand that sometimes a product may not be the right fit, and we want to make the return and exchange process as simple as possible.
Return Eligibility
To be eligible for a return or exchange, your item must meet the following criteria:
- The product must be in its original condition, unused, and in the original packaging
- All tags, labels, and protective coverings must be intact
- The return must be requested within 14 days of delivery
- You must have the original proof of purchase (order number or receipt)
- Medical devices must not have been unsealed or used for patient care
Non-Returnable Items
Due to health and safety regulations, the following items cannot be returned or exchanged:
- Personal care items (e.g., incontinence products, wound care supplies)
- Opened medical consumables (e.g., test strips, lancets, catheter supplies)
- Custom-made or personalized medical equipment
- Software or digital products that have been activated
- Products that have been used for patient care or treatment
- Items purchased during clearance or final sale events
Return Process
Follow these simple steps to initiate a return or exchange:
Contact Our Support Team
Email us at hcs-2025@medhavin.shop or call 96650733800 within 14 days of receiving your order. Provide your order number and reason for return.
Receive Return Authorization
We will provide you with a Return Authorization Number and specific instructions for returning your item.
Package Your Item Securely
Place the item in its original packaging with all accessories and documentation. Include the Return Authorization Number on the outside of the package.
Ship Your Return
Ship the package to the address provided. We recommend using a trackable shipping service.
Refund Process
Once we receive and inspect your returned item, we will process your refund according to the following timeline:
| Refund Type | Processing Time | Method | Notes |
|---|---|---|---|
| Standard Refund | 5-7 business days after receipt | Original payment method | Credit card refunds may take additional 3-5 business days to appear on your statement |
| Store Credit | 1-2 business days after receipt | MedHaven account credit | Includes 10% bonus credit for future purchases |
| Defective Product | Immediate processing | Original payment method or replacement | Plus refund of return shipping costs |
Exchanges
We offer exchanges for products that are defective, damaged, or incorrect. The exchange process is similar to our return process:
- Contact us within 14 days of delivery to request an exchange
- We will ship the replacement item as soon as we process your return
- For size or color exchanges, the replacement will be shipped once we receive your return
- Expedited shipping is available for urgent medical equipment needs
Medical Exceptions
Due to the sensitive nature of medical products, we have specific policies for different categories:
| Product Category | Return Policy | Special Conditions |
|---|---|---|
| Medical Devices (BP monitors, glucose meters) | 30-day return if unopened | Defective items replaced immediately with expedited shipping |
| Mobility Aids (wheelchairs, walkers) | 14-day return | Assembly fees may apply if product was assembled |
| Therapeutic Equipment (TENS units, heating pads) | 14-day return if unused | Hygiene seals must be intact |
| Consumables (test strips, catheters) | Non-returnable once opened | Defective batches replaced with proof |
Return Shipping Costs
Shipping costs for returns vary based on the reason for return:
- Customer Change of Mind: Customer pays return shipping
- Incorrect Item Shipped: MedHaven provides prepaid return label
- Defective or Damaged Product: MedHaven covers all shipping costs
- Medical Equipment Under Warranty: Return shipping covered by manufacturer
Warranty Claims
Most of our medical equipment comes with manufacturer warranties. Warranty claims follow a different process:
- Contact us with your order details and description of the issue
- We will guide you through the manufacturer's warranty process
- Many manufacturers offer direct replacement for warranty claims
- Warranty periods vary by product (typically 1-3 years)
- Proof of purchase is required for all warranty claims
Need Help With a Return?
Our customer service team is here to assist you with any return or exchange questions.