To help resolve issues with your product, we may troubleshoot via online tools or through calls from our technical or vendor teams. If applicable, we may ask you to enlist a local technician for issues that can be resolved on your end to expedite the resolution process. We will reimburse any fees you incur for the local technicians services. If you do not wish to seek assistance from a local technician, we will assess the issue and arrange a reverse pickup for the requested product.

If the outer brown box is physically damaged or its seal is tampered with, we recommend not accepting the delivery and promptly reporting the issue to our support team.

If you receive a damaged product, an incomplete product (missing any components or accessories), a missing complete product, or the wrong product, please report the issue within 24 hours of delivery. Please note that after this 24-hour period, our team will not accept any complaints regarding damaged, incomplete, missing, or incorrectly delivered products.

Customers can submit a return request online through our website or app. You will need to provide images or a short video detailing the issue with the non-working product within 24 hours of delivery. If you do not provide the necessary information within this timeframe, MediEquip USA reserves the right to deny your return request.

We will offer you a replacement for all return requests raised within 24 hours of delivery. If the product is out of stock and cannot be replaced at the time of request, a refund will be issued instead.

MediEquip USA reserves the right to charge a return fee under the following circumstances:

1. A fee, 20 %  of Product value will be applied for partial returns if the total order amount (excluding the returned products) is less than $500
2. A fee, 20 %  of Product value will be applied for complete order returns if the original order value is under $ 2,500.
3. If you send a different or extra product, other than the return-approved product, you are liable for the logistics costs for picking up and returning the product.

While we offer a 2-day return or replacement policy, certain products fall under the Non-Returnable category:

1. Products that can be used directly on patients, including but not limited to tooth cream, mousse, MRC/orthodontic trainers, water flossers, chin caps, headgear, face masks, and other myofunctional appliances.
2. Products categorized under Pharmacy, including hand sanitizers and patient education models and manuals, are non-returnable.
3. The following items are classified as non-returnable products: dental chairs, dental compressors, UV chambers, autoclaves, X-ray units, RVG sensor machines, model trimmers, OPG and CBCT machines, apex locators, endomotors, ultrasonic cleaners and scalers, micromotors, implant motors/physiodispensers, bleaching lights and light cure units, amalgamators, and Waldent disposable high-speed airotors.
4. If the product value is less than $500 and the ordered quantity is 1, the return or replacement window of 5 days will not be applicable.
5. Products labeled as “short expiry” on our website cannot be returned due to claims of short expiry, as this information is clearly indicated alongside the product name.

We recommend that you review the product details page on the MediEquip USA website/app before making a purchase to determine whether the product is returnable or non-returnable. However, if you receive a defective, damaged, or faulty non-returnable product, please contact MediEquip USA within 24 hours of delivery, and we will initiate a refund or replacement.

For any warranty claims regarding the product, please refer to the following guidelines:

1. Physical damage to the product or equipment is not covered under the warranty claim.
2. Both MediEquip USA and the buyer acknowledge that the products purchased are subject to the original manufacturer/importers warranties only.
3. Service and warranty claims are handled directly by the manufacturer or importer for this product
4. MediEquip USA is not liable for replacing the products; the responsibility to replace any such product lies with the manufacturer or importer.
5. All claims related to returns and replacements must be directed to the concerned manufacturer or importer. MediEquip USA may assist the customer in registering a request for product replacement or service.
6. We strongly recommend checking the warranty section on the product detail page before placing a return request under the warranty claim section.