Refund & Cancellation Policy

1. Overview

This Return & Refund Policy outlines the terms under which Doc-VP accepts product returns and issues refunds for purchases made through our website.

Due to the nature of medical and healthcare products, certain items may not be eligible for return once opened or used. By placing an order on our website, you agree to the terms stated in this policy.

2. Return Eligibility

Customers may request a return within 7 days of receiving their order, provided that:

• The item is unused and in original condition
• The item is in its original packaging
• All accessories, manuals, and components are included
• Proof of purchase or order confirmation is provided

Returns that do not meet these conditions may be refused.

3. Non-Returnable Items

For hygiene and safety reasons, certain products cannot be returned once opened or used.

These may include, but are not limited to:

• CPAP masks and respiratory accessories
• Respiratory humidifiers
• Personal medical devices
• Sterile medical supplies
• First aid consumables
• Any product marked as “non-returnable” on the product packaging

Large equipment that has already been assembled, installed, or used may also be ineligible for return.

4. Damaged, Defective, or Incorrect Items

If you receive a product that is:

• Damaged during delivery
• Defective
• Incorrect or different from the order placed

please contact us within 48 hours of receiving the item.

Customers may be asked to provide:

• Order number
• Photos of the product and packaging
• Description of the issue

After review, we may offer:

• A replacement
• Repair service
• Store credit
• Full or partial refund

5. Return Process

To initiate a return, customers must:

1. Contact our support team at info@doc-vp.com
2. Provide the order number and reason for the return
3. Wait for return authorization instructions

Returns sent without prior authorization may not be accepted.

6. Return Shipping

Unless the return is due to a defective or incorrect product, customers are responsible for return shipping costs.

We recommend using a trackable shipping method as we cannot guarantee receipt of returned items.

7. Refund Processing

Once a returned item is received and inspected, we will notify the customer regarding the approval or rejection of the refund.

If approved:

• Refunds will be processed within 7–10 business days
• Refunds will be issued to the original payment method, unless otherwise agreed

Processing times may vary depending on the payment provider.

8. Partial Refunds

In certain situations, partial refunds may be issued, including when:

• Items are returned damaged due to customer misuse
• Parts or accessories are missing
• The product is returned not in original condition

9. Exchanges

Exchanges may be offered for:

• Defective products
• Incorrect items shipped

Customers requesting exchanges should contact our support team for assistance.

10. Order Cancellations

Orders may be cancelled before they are shipped by contacting our support team.

Once an order has been shipped, cancellation may no longer be possible, and the return process will apply.

11. Large Medical Equipment

Returns of large equipment such as:

• Hospital beds
• Fowler beds
• Stretchers
• Mobility equipment

May require special logistics arrangements. Additional return shipping or restocking fees may apply.

12. Contact Information

If you have any questions regarding returns or refunds, please contact us at info@doc-vp.com