Thank you for shopping with Medivetix. We want customers to have a clear understanding of our return and refund process before purchasing.
This Returns & Refunds Policy applies to purchases made through Medivetix.com and explains eligibility requirements, return procedures, refunds, damaged or defective products, and product-specific restrictions.
Because Medivetix sells medical, respiratory, mobility, ozone, and veterinary equipment, certain products may have additional return or hygiene requirements.
1. Return Period
Medivetix generally accepts eligible returns requested within 30 days of delivery.
To qualify for a standard return:
-
The return request must be submitted within 30 days of delivery.
-
The product must be in returnable condition.
-
The item should be unused or in a condition suitable for resale, unless the return is due to a defect, damage, or shipping error.
-
The product should include all original accessories, manuals, components, and packaging when applicable.
-
The product must not have been modified, damaged, misused, or improperly installed.
-
Certain products may be subject to additional return requirements described below.
Products returned outside the applicable return period may not be eligible for a refund.
2. How to Request a Return
Customers should contact Medivetix Customer Service before sending any product back.
Please provide:
-
Order number
-
Customer name
-
Product name
-
Reason for the return
-
Date the order was received
-
Photographs, when applicable
-
Description of any damage, defect, or missing components
Medivetix will review the request and provide return instructions when the item is eligible for return.
Do not ship a product to Medivetix without receiving return instructions first.
Unauthorized returns may experience processing delays and may not be accepted.
3. Return Shipping Costs
Unless the return is due to a Medivetix error, defective product, damaged shipment, or incorrect item being sent, the customer may be responsible for return shipping costs.
Examples of customer-responsibility returns may include:
-
Changed mind
-
Ordered the wrong product
-
Ordered the wrong size
-
No longer needed
-
Purchased the wrong configuration
-
Product does not meet the customer's personal preference
When a return is approved because of a Medivetix error or an eligible product defect, Medivetix may provide return shipping instructions or a return shipping label, depending on the circumstances.
4. Product Condition Requirements
Returned products should be packaged securely and, when possible, returned in their original packaging.
Customers should include all applicable:
-
Accessories
-
Cables
-
Power adapters
-
Manuals
-
Components
-
Attachments
-
Original packaging
-
Other items included with the order
Products that are returned incomplete, damaged, heavily used, modified, or otherwise not in returnable condition may be subject to a reduced refund or may not qualify for a refund.
5. Restocking Fees
Certain products may be subject to a restocking fee of up to 20% of the product purchase price when permitted by the applicable product return terms.
A restocking fee may apply when an eligible product is returned for reasons unrelated to a product defect, shipping damage, or Medivetix error.
Examples may include:
-
Customer changed their mind
-
Product was ordered incorrectly
-
Product was opened or used
-
Special-order or configured equipment
-
Equipment requiring inspection, testing, cleaning, or repackaging before resale
Any applicable restocking fee will be communicated during the return review.
6. Medical and Respiratory Equipment
Medivetix sells products including:
-
CPAP machines
-
APAP machines
-
BiPAP machines
-
Oxygen concentrators
-
Respiratory equipment
-
Masks and tubing
-
Other medical equipment
Because certain medical and respiratory products may come into contact with the user, additional hygiene and safety requirements may apply.
Opened or used products may not be eligible for a standard return when their condition prevents them from being resold safely or hygienically.
Customers should contact Medivetix before opening or using a product if they are uncertain whether it can be returned.
7. Wheelchairs and Mobility Equipment
Eligible wheelchairs and mobility equipment may be returned within the applicable 30-day return period, subject to the product's condition and return requirements.
For mobility equipment:
-
The item should be returned with its original components and accessories.
-
Products should not show damage caused by misuse, accidents, improper assembly, or unauthorized modifications.
-
Used equipment may be subject to inspection before a refund is approved.
-
Large or heavy products may require special return shipping arrangements.
-
Customer-paid return freight may apply when the return is not caused by a product defect or Medivetix error.
8. Ozone Equipment and Accessories
Ozone generators, ozone equipment, kits, tubing, accessories, and related products may have additional return requirements because of their intended use and the condition of components after opening.
Customers should contact Medivetix before opening or using an ozone-related product if they are unsure whether it is eligible for return.
Used or contaminated equipment may not qualify for a standard return.
9. Veterinary Equipment
Veterinary equipment may be eligible for return within the applicable return period when the product meets the return requirements.
Certain veterinary equipment, probes, accessories, and components may have additional hygiene, inspection, or condition requirements.
Customers should contact Medivetix before returning veterinary equipment that has been used with an animal.
10. Damaged Products
Customers should inspect shipments as soon as possible after delivery.
If an item arrives damaged:
-
Take photographs of the shipping box and packaging.
-
Take photographs of the damaged product.
-
Keep the original packaging.
-
Contact Medivetix Customer Service as soon as possible.
-
Provide the order number and photographs when requested.
Medivetix will review the damage and coordinate the appropriate next steps.
Do not discard damaged products or packaging until Medivetix or the applicable carrier has completed the necessary review.
11. Defective or Non-Working Products
If a product appears to be defective or does not operate as expected, contact Medivetix before returning it.
Depending on the product and circumstances, Medivetix may:
-
Provide troubleshooting assistance
-
Request photographs or videos
-
Request additional product information
-
Coordinate warranty service
-
Provide replacement components
-
Authorize a return
-
Provide another appropriate resolution under the applicable warranty or return terms
Some products are covered by a manufacturer's warranty, and warranty claims may be handled according to the manufacturer's procedures.
12. Incorrect Item or Missing Parts
If you receive an incorrect product or discover that an expected component is missing, contact Medivetix Customer Service.
Please provide:
-
Order number
-
Product information
-
Description of the issue
-
Photographs of the item and packaging when requested
Medivetix will review the order and work with the customer to correct the issue.
13. Non-Returnable or Restricted Items
Certain products may not be eligible for standard returns because of hygiene, safety, customization, or other product-specific considerations.
These may include, where applicable:
-
Opened or used consumable products
-
Products that have been used with a person or animal
-
Certain medical masks and patient-contact accessories
-
Certain tubing or hygiene-related components
-
Used veterinary accessories
-
Customized or specially configured products
-
Products damaged through misuse or improper installation
-
Products that cannot reasonably be resold because of contamination or hygiene concerns
If a product has special return restrictions, those restrictions may be stated on the applicable product page, order information, or provided by customer service.
14. Order Cancellations
Customers should contact Medivetix as soon as possible if they wish to cancel an order.
Cancellation requests are not guaranteed once an order has entered processing, been packed, or shipped.
If an order has already shipped, the customer may need to receive the shipment and follow the applicable return procedure.
Return shipping costs or other applicable charges may apply when an order cannot be canceled before shipment.
15. Refund Process
Once an authorized return is received, Medivetix may inspect the product to verify its condition and completeness.
After the return has been approved, the applicable refund will be issued to the original payment method when possible.
Refund amounts may be reduced by applicable:
-
Restocking fees
-
Return shipping charges
-
Missing components
-
Damage or excessive use
-
Other charges disclosed under the applicable return terms
Refund processing times may vary depending on the payment provider or financial institution.
16. Refund Timing
Medivetix will generally begin processing an approved refund after the returned product has been received and reviewed.
The time required for the refund to appear in the customer's account depends on the original payment method and the customer's bank or payment provider.
Medivetix does not control the processing time imposed by banks, credit card companies, PayPal, or other payment providers.
17. Partial Refunds
A partial refund may be considered when an otherwise eligible product is returned with:
-
Missing accessories
-
Missing components
-
Damaged packaging
-
Signs of use beyond what is reasonably necessary to inspect the product
-
Damage not caused by shipping
-
Other conditions that reduce the product's resale value
Any applicable adjustment will be communicated as part of the return review.
18. Exchanges
Product exchanges may be available depending on inventory and the reason for the exchange.
Customers should contact Medivetix before sending an item back to determine whether an exchange is available.
If the requested replacement product has a different price, the difference may need to be paid or refunded as applicable.
19. Return of Large or Heavy Equipment
Some Medivetix products are large or heavy and require freight transportation.
Examples may include:
-
Large wheelchairs
-
Heavy medical equipment
-
Oxygen equipment
-
Specialized machines
-
Other oversized products
Return transportation for these products may require a freight carrier.
Customers may be responsible for return freight costs when the return is not caused by a defect, shipping damage, incorrect item, or Medivetix error.
Return freight charges can vary based on product size, weight, destination, and carrier requirements.
20. Manufacturer Warranties
Some Medivetix products include a manufacturer's warranty.
A manufacturer's warranty is separate from the standard 30-day return period and may have different eligibility requirements.
Warranty coverage may exclude issues caused by:
-
Misuse
-
Accidental damage
-
Improper installation
-
Unauthorized modification
-
Normal wear and tear
-
Failure to follow manufacturer instructions
Customers should review the warranty information supplied with their product.
21. Products Purchased for Medical Use
Medivetix provides equipment and product information but does not determine whether a particular product is medically appropriate for an individual customer.
Customers should consult an appropriate healthcare professional before purchasing or using medical equipment when professional assessment or prescription is required.
Returning a medical product does not replace the need for appropriate medical care.
22. Products Purchased for Veterinary Use
Veterinary products should be used by appropriately trained personnel and according to the manufacturer's instructions.
Customers should consult a qualified veterinarian regarding the appropriate equipment for a specific animal or procedure.
Return eligibility may be affected if veterinary equipment has been used with an animal.
23. Fraud Prevention and Payment Disputes
Medivetix reserves the right to review orders and returns for unusual or potentially fraudulent activity.
Where a customer initiates a payment dispute or chargeback, Medivetix may provide the applicable order, shipment, delivery, and return information to the payment processor or financial institution for review.
Customers are encouraged to contact Medivetix Customer Service first so that eligible issues can be investigated and resolved where possible.
24. Return Address
Do not send a return to a business address listed on the website unless Medivetix has specifically instructed you to do so.
Return shipments should be sent only to the return address provided by Medivetix Customer Service or in the authorized return instructions.
25. How to Contact Us About a Return
For return, refund, damaged-product, or warranty questions, please contact Medivetix Customer Service with your order number and relevant product information.
Providing photographs or other information about the product may help us process your request more efficiently.
Medivetix
Houston, Texas, USA
Website: Medivetix.com
Summary of Our Standard Return Terms
| Policy | Standard Term |
|---|---|
| Standard return period | 30 days from delivery |
| Return authorization | Required before shipment |
| Product condition | Unused/returnable condition unless defective or damaged |
| Original accessories | Should be included |
| Original packaging | Recommended where available |
| Restocking fee | Up to 20% may apply in applicable cases |
| Return shipping | May be customer responsibility depending on reason |
| Damaged/defective products | Contact Medivetix for review and instructions |
| Refund method | Original payment method when possible |
| Refund timing | After approved return is received and inspected |
| Warranty | Varies by product/manufacturer |
Important: Product-specific return, warranty, hygiene, and shipping terms may apply and take precedence where clearly stated on the applicable product page or order documentation.
This policy is intended to provide general information about Medivetix returns and refunds. Applicable consumer protection laws and regulations may provide additional rights depending on the customer's location and circumstances.