Returns & Exchange Policy
Returns & Exchange Policy at DrSupplys.com
Your satisfaction is important to us. We understand that sometimes a product may not meet your expectations. This policy outlines how you can return items and what to do if you receive an incorrect or damaged order.
1. Our General Return Policy (Right of Withdrawal)
You have the right to return your purchase within 14 calendar days from the day you receive your order, without needing to provide a reason.
What to expect: After we receive your returned item and verify it meets our return conditions (outlined below), we will refund the total purchase amount, including the original standard shipping costs, within 14 days.
Please note: The costs associated with returning the product to us are at your expense.
2. Conditions for Your Return
To ensure your return is processed smoothly, please adhere to the following conditions:
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Timely Return: Products must be returned to us within 14 calendar days after you have notified us of your decision to withdraw.
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Condition: Items must be returned unused, sealed, and in their original, undamaged packaging.
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Proper Packaging: Ensure products are properly packaged for return to prevent damage during transit.
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Handling: Handle our products with care. If a product or its original packaging arrives damaged due to improper handling, we may reduce the value of your refund.
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No Physical Drop-offs: We do not have a physical collection point for returns. All returns must be shipped.
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Notification Required: You must notify us of your return before shipping the items back. Unnotified returns may not be accepted and could be returned to the buyer at their expense.
3. Exceptions to Our Return Policy
Due to their nature, some products cannot be returned once opened. These include:
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Sealed Products for Hygiene/Health: Products sealed for health protection or hygiene reasons (e.g., certain personal care items, sterile products) cannot be returned if the seal is broken after delivery.
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Customized Products: Products that have been specifically customized or made to your individual specifications.
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Perishable Products: Items with a limited shelf life that spoil quickly.
For these categories, the sale is considered final once payment has been successfully completed.
4. Exchange Policy
Unfortunately, we do not offer direct exchanges for ordered products.
If you wish to receive a different product, you must:
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Return your original order in accordance with our Right of Withdrawal policy.
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Place a new order for the desired products through our webshop.
5. How to Initiate Your Return
To initiate a return, please contact our customer service team at returns@drsupplys.com or use the return button on our contact page. Please provide your order number and details about the item(s) you wish to return. We will guide you through the next steps.
Important: Remember, return shipping costs are at your expense unless otherwise agreed with our customer service team.
6. Order Cancellation
You can cancel your order with DrSupply free of charge as long as it has not yet begun processing in our warehouse.
To cancel your order, please contact us immediately at info@drsupplys.com to ensure we can stop the processing in a timely manner.
7. Incorrect Order Received?
We sincerely apologize if you have unexpectedly received an incorrect order.
If this happens, please contact us immediately at info@drsupplys.com so we can promptly arrange to send you the correct order.
Tip: Always double-check your entered order information before finalizing your purchase to prevent such issues.
8. Defective or Damaged Product Received?
While we take great care in packaging, there’s always a small chance a product could be damaged during transit.
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Inspect Your Order: Always check your order carefully upon receipt.
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Report Damage Promptly: If you receive a defective or transport-damaged product, please take a clear photo of the damage and contact our customer service immediately at info@drsupplys.com for assistance.
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Time Limit for Reporting: It is crucial to report any transport damage to us within one working day of receipt.