Cancellation, Return and Refund Policy
This Cancellation, Return and Refund Policy applies to purchases, enquiries, orders, payments, deliveries, installations, services, and transactions made through or in relation to MediExpress and our website, www.mediexpress.in.
By placing an order, making a payment, accepting delivery, or using any product or service supplied by MediExpress, you confirm that you have read, understood, and agreed to this Cancellation, Return and Refund Policy.
1. Business Information
Business Name: MediExpress
Website: www.mediexpress.in
Email: mediexpress.asia@gmail.com
Phone: 9871188336
Business Address: 106-107, Vardhman Market, Ram Vihar, Delhi 110092
GSTIN: 07AAOPS0928B1ZQ
2. General Policy
MediExpress deals in medical equipment, respiratory care products, diagnostic products, diabetes care products, patient care products, cold-chain products, prescription-based products, consumables, accessories, and healthcare-related products.
Due to the medical, hygiene, safety, prescription, storage, cold-chain, installation, calibration, and patient-use nature of these products, all sales are final once the order is confirmed, packed, dispatched, delivered, installed, opened, used, or specially arranged/procured for the customer.
MediExpress does not offer general returns, exchanges, refunds, or cancellations for change of mind, wrong selection by customer, no longer required, price difference, product not liked, product not suitable after purchase, delayed decision by customer, or any reason not specifically approved under this policy.
3. No Return Categories
The following products are generally not eligible for return, refund, or exchange:
Medical equipment
Respiratory care equipment
CPAP, BiPAP, oxygen concentrators, ventilators, nebulizers, suction machines, monitors, and similar devices
Masks, tubes, filters, circuits, humidifier chambers, cannulas, catheters, and patient-contact accessories
Diagnostic products and diagnostic accessories
Diabetes care products
Sensors, strips, lancets, needles, syringes, insulin pens, and related consumables
Prescription-based products
Cold-chain products
Temperature-sensitive products
Injections, vaccines, insulin, and similar products
Medicines, pharma products, and healthcare consumables
Sterile products
Sealed products once seal or packaging is opened, damaged, tampered with, or broken
Products used on or near a patient
Products installed, demonstrated, calibrated, configured, or activated
Products specially ordered, specially procured, customised, or arranged on customer request
Products sold under clearance, special pricing, institutional pricing, tender pricing, or non-returnable terms
Products with damaged, missing, altered, or discarded packaging, invoice, serial number, label, batch number, warranty card, accessories, or manuals
This restriction is necessary for patient safety, hygiene control, prescription compliance, manufacturer policy, storage control, and prevention of misuse.
4. Cancellation Before Dispatch
A cancellation request may be considered only if the order has not been confirmed, packed, billed, dispatched, delivered, installed, specially procured, or processed with the supplier/manufacturer.
MediExpress may reject a cancellation request if:
The order has already been confirmed
The product has been packed
The invoice has been generated
The product has been dispatched
Delivery has been initiated
Installation or service has been scheduled
The product has been specially arranged or procured
The product is prescription-based, cold-chain, temperature-sensitive, sterile, hygiene-sensitive, or non-returnable
The customer provided incorrect, incomplete, delayed, or changed information
Cancellation is requested after payment confirmation but after order processing has started
Cancellation approval is at the discretion of MediExpress, subject to product category, order status, supplier terms, manufacturer terms, payment status, and applicable law.
5. No Cancellation After Dispatch or Delivery
Once a product is dispatched, delivered, installed, opened, used, activated, demonstrated, calibrated, or handed over to the customer or customer’s representative, cancellation is not allowed.
For cold-chain, prescription-based, temperature-sensitive, hygiene-sensitive, sterile, consumable, or patient-contact products, cancellation may not be allowed once the product is packed, dispatched, or delivery is initiated.
6. Wrong, Damaged, Defective, or Short-Shipped Product
MediExpress may review a complaint only if the customer receives:
A wrong product
A physically damaged product
A product with clear manufacturing defect
A product that is materially different from the confirmed order
A short-shipped order where an item is missing
Such complaints must be reported to MediExpress within 24 hours of delivery.
The customer must provide:
Invoice copy
Order details
Clear photos and videos of the product
Clear photos and videos of outer packaging
Clear photos and videos of inner packaging
Batch number, serial number, model number, or product label, if applicable
Unboxing video, if available
Details of the issue
Any other information requested by MediExpress for verification
MediExpress may refuse a complaint if the issue is reported after 24 hours, if the product has been opened, used, installed, mishandled, damaged after delivery, stored incorrectly, tampered with, repaired, modified, or if required proof is not provided.
Approval of replacement, repair, refund, credit note, or other remedy will depend on verification by MediExpress, supplier, manufacturer, courier partner, service team, or authorised inspection process.
7. Mandatory Unboxing Video Recommendation
For high-value medical equipment, electronic devices, fragile items, cold-chain products, diagnostic products, and sealed products, customers are strongly advised to record a clear unboxing video from the moment the sealed package is opened.
The video should clearly show:
Outer package
Shipping label
Product seal
Inner packaging
Product condition
Accessories
Serial number, batch number, or model number, if applicable
Lack of proper evidence may affect approval of damage, missing item, wrong item, or tampering claims.
8. Cold-Chain and Temperature-Sensitive Products
Cold-chain and temperature-sensitive products are strictly non-returnable and non-refundable once packed, dispatched, handed over, or delivered, except where MediExpress confirms a verified wrong product or verified issue directly attributable to MediExpress before delivery completion.
Customers must be available to receive cold-chain products at the agreed location and time.
After delivery, the customer is responsible for immediate and proper storage as per product, prescription, pharmacist, manufacturer, or medical guidance.
MediExpress shall not be responsible for damage, spoilage, loss of effectiveness, temperature deviation, failed delivery, delay, missed delivery, customer unavailability, incorrect address, improper storage, or mishandling after delivery or attempted delivery.
9. Prescription-Based and Pharma Products
Prescription-based products, medicines, injections, insulin, vaccines, and pharma-related products are generally non-returnable and non-refundable due to safety, legal, storage, hygiene, and regulatory reasons.
MediExpress may refuse sale, delivery, cancellation, return, or refund if:
Valid prescription is not provided
Prescription verification fails
Prescription appears altered, invalid, expired, unclear, or suspicious
Customer information does not match order requirements
Product cannot be legally or safely supplied
Storage, temperature, or delivery conditions cannot be verified
The product has been packed, dispatched, delivered, or handed over
10. Opened, Used, Installed, or Patient-Contact Products
No return, refund, or exchange will be accepted for products that are:
Opened
Used
Installed
Activated
Demonstrated
Configured
Calibrated
Connected to a patient
Used in a clinic, hospital, home, or healthcare setup
Missing accessories, packaging, labels, serial number, manuals, invoice, or warranty card
Physically damaged, scratched, broken, stained, contaminated, or tampered with
This applies even if the customer later decides that the product is not suitable, not required, not comfortable, not preferred, or not compatible with their expectations.
11. Consumables and Accessories
Consumables and accessories are non-returnable and non-refundable once sold, packed, dispatched, delivered, opened, or used.
This includes, but is not limited to:
Masks
Tubes
Filters
Circuits
Cannulas
Catheters
Nebulizer kits
Humidifier chambers
Sensors
Strips
Syringes
Needles
Lancets
Disposable items
Sterile items
Sealed patient-use accessories
Any hygiene-sensitive product
12. Special Order and Procurement Items
Products specially arranged, specially ordered, specially procured, imported, customised, configured, reserved, or blocked for a customer are non-cancellable, non-returnable, and non-refundable once MediExpress confirms the order or begins procurement.
Advance payments, booking amounts, or deposits for such products may be non-refundable, unless MediExpress is unable to supply the product and no alternative arrangement is accepted by the customer.
13. Installation, Service, and Diagnostic Charges
Installation charges, service charges, visit charges, consultation charges, diagnostic service charges, transportation charges, handling charges, packaging charges, convenience fees, payment gateway charges, and similar service-related charges are generally non-refundable once the service is scheduled, initiated, attempted, completed, or the technician/service provider has been assigned.
If a customer is unavailable, refuses service, provides wrong address, delays required information, or cancels after service has been scheduled or initiated, MediExpress may deduct applicable charges.
14. Warranty-Related Issues
Warranty claims are governed by the warranty terms of the manufacturer, importer, distributor, or brand owner.
A warranty issue does not automatically qualify for refund or return.
Depending on the product and warranty terms, the available remedy may be inspection, repair, replacement of part, replacement of product, manufacturer service, or any other remedy approved by the manufacturer or authorised service provider.
MediExpress may assist with warranty coordination where reasonably possible, but does not guarantee warranty approval, repair timeline, replacement timeline, spare part availability, service outcome, or manufacturer decision.
15. Refunds
Refunds are not provided unless specifically approved by MediExpress under this policy.
A refund may be considered only in limited cases such as:
Payment received but order not accepted by MediExpress
Product unavailable after payment and no suitable alternative is accepted by the customer
Duplicate payment received and confirmed
Verified wrong product supplied by MediExpress
Verified damaged or defective product approved by MediExpress after inspection
Refund required under applicable law
Refund approval is subject to verification, documentation, product category, payment status, order status, supplier/manufacturer confirmation, and applicable law.
We have 15 day return policy on certain approved products. All the approved exchange and replacement will be completed with in 15 business days Refunds will be credited back to the original payment method in 15 business days.
16. Refund Method and Timeline
If a refund is approved, it may be processed through the original payment method or any other method approved by MediExpress.
Refund processing timelines may depend on internal approval, payment gateway timelines, bank timelines, UPI provider timelines, card network timelines, and third-party processing timelines.
MediExpress will make reasonable efforts to initiate approved refunds within a reasonable time after approval. However, MediExpress shall not be responsible for delays caused by banks, payment gateways, UPI providers, card networks, or other third-party service providers.
Payment gateway fees, convenience fees, shipping charges, packaging charges, handling charges, installation charges, service charges, visit charges, and other non-product charges may be deducted where applicable.
17. Return Shipping
If MediExpress approves a return for inspection, the customer must follow the return instructions provided by MediExpress.
Unless the issue is verified as being directly caused by MediExpress, the customer may be responsible for return shipping, packing, insurance, handling, and risk of loss or damage during return transit.
The product must be returned with:
Original invoice
Original packaging
All accessories
Manuals
Warranty card
Labels
Serial number
Batch details
Free items, if any
Any other item supplied with the product
MediExpress will not be responsible for products lost, damaged, tampered with, or mishandled during return shipping arranged by the customer.
No refund, replacement, credit, or claim will be processed unless the returned product is actually received and inspected by MediExpress or its authorised representative.
18. Refusal of Return or Refund
MediExpress may refuse return, replacement, cancellation, or refund if:
The product is non-returnable
The complaint is reported after the allowed timeline
Product has been opened, used, installed, activated, configured, calibrated, or connected to a patient
Product is a consumable, sterile, hygiene-sensitive, prescription-based, pharma, cold-chain, or temperature-sensitive product
Product is damaged after delivery
Product is mishandled, misused, stored incorrectly, modified, repaired, or tampered with
Packaging, seal, label, serial number, batch number, invoice, accessories, or manuals are missing or damaged
Customer provides incorrect, incomplete, false, or misleading information
Required photos, videos, documents, or inspection are not provided
Manufacturer, supplier, courier partner, or inspection process does not approve the claim
The request is based on change of mind, wrong selection, no longer required, discomfort, expectation mismatch, or price difference
19. Customer Responsibility
The customer is responsible for:
Selecting the correct product
Confirming product suitability with a qualified doctor or healthcare professional where required
Reading product specifications before purchase
Asking questions before payment
Providing accurate billing and delivery details
Providing valid prescription or documents where required
Being available for delivery
Checking the product at the time of delivery
Storing and using the product correctly
Following doctor advice and manufacturer instructions
Keeping invoice, packaging, serial number, batch details, and warranty documents safely
MediExpress shall not be responsible for issues caused by customer negligence, incorrect product selection, improper use, improper storage, failure to follow instructions, or failure to seek medical advice.
20. Contact for Cancellation, Return, or Refund Requests
For any cancellation, return, replacement, or refund-related request, contact:
Contact Person: Manan Singh Sethi
Business Name: MediExpress
Email: mediexpress.asia@gmail.com
Phone: 9871188336
Address: 106-107, Vardhman Market, Ram Vihar, Delhi 110092
Please include:
Name
Contact number
Invoice number
Order details
Payment details
Product name
Reason for request
Photos and videos, where applicable
Unboxing video, where available
MediExpress will review genuine requests within a reasonable period, subject to verification, documentation, product category, supplier/manufacturer terms, courier/logistics findings, payment gateway timelines, and applicable law.
Submitting a request does not guarantee approval of cancellation, return, replacement, or refund.