Returns, Refunds and Exchanges Policy
qpHealthcare Store supplies medical equipment, diagnostic devices, hospital consumables, personal protective equipment (PPE) and healthcare products to customers in Nigeria and eligible international destinations.
We aim to provide accurate product information and reliable service. This policy explains how customers can request returns, exchanges, replacements and refunds.
This policy is subject to applicable consumer-protection laws and does not remove any mandatory rights available to customers.
1. When Can You Request a Return?
You may contact us if:
-You receive a defective or damaged product.
-You receive an item different from what you ordered.
-Your order is incomplete.
-A product has a material defect or does not match its description.
-You wish to request a return or exchange for another reason.
We will assess the circumstances and explain the available options.
For eligible non-defective products, we propose a request window of seven calendar days after delivery. This is a proposed business policy and does not restrict any longer or different rights required by applicable law.
Please contact us as soon as possible after discovering a problem.
2. Return Conditions
Where a return is appropriate, customers should generally:
Provide the order number or proof of purchase.
Retain the original packaging and accessories where reasonably possible.
Keep the product in a suitable condition for inspection.
Obtain return instructions before sending the item back.
Products damaged through misuse, unauthorised modification or improper handling may not qualify for a voluntary return, subject to applicable law.
These conditions will not be used to deny a remedy to which a customer is legally entitled.
3. Medical Consumables and Hygiene-Sensitive Products
For patient safety and infection-control reasons, opened, used, contaminated or unsealed sterile consumables and hygiene-sensitive products will generally not be accepted for change-of-mind returns.
Examples may include examination gloves, masks, sterile dressings, lancets and certain diagnostic consumables.
However, defective, damaged, incorrectly supplied or misdescribed products will be assessed individually. Applicable consumer rights will be respected.
4. Medical Equipment and Electronic Devices
Medical equipment, diagnostic devices and electronic products may require inspection before a return, repair, replacement, exchange or refund is approved.
Customers should provide relevant product details and serial numbers where applicable.
Please do not dismantle, modify or attempt unauthorised repairs before contacting us, as this may affect the manufacturer’s warranty or assessment of the reported fault.
Manufacturer warranties remain subject to their applicable terms and statutory consumer rights.
5. Change-of-Mind Returns
If you change your mind after purchasing a product, contact us before returning it.
We may consider returns of eligible non-defective products that are unused and in resalable condition, with their accessories and packaging where reasonably possible.
Customised products, special-order equipment and products that cannot safely be resold may be excluded from voluntary change-of-mind returns, subject to applicable law and terms disclosed before purchase.
Where lawful and disclosed in advance, customers may be responsible for return shipping costs and other applicable charges for approved change-of-mind returns.
6. Refunds
If a refund is approved, we will explain the refund amount and payment method.
Refunds will generally be processed through the original payment method where practicable. If this is not possible, we will discuss an appropriate alternative.
The remedy and refund amount depend on the circumstances, applicable law and the agreed resolution.
Once a refund is approved, we will communicate the expected processing timeline. The time taken for the funds to appear in the customer’s account may depend on the payment provider or financial institution.
7. Exchanges and Replacements
Exchanges and replacements are subject to product availability.
If the replacement costs more or less than the original product, we will communicate any price difference before proceeding.
If a replacement is unavailable, we will discuss an appropriate alternative remedy, subject to applicable law.
8. Return Shipping Costs
For defective, damaged or incorrectly supplied products, we will assess responsibility for return and replacement shipping in accordance with applicable law.
For eligible change-of-mind returns, customers may be responsible for return shipping costs where lawful and disclosed in advance.
International returns may involve additional shipping, customs documentation and other charges. We will explain the return arrangements before the customer sends the product back.
9. International Returns
International orders are subject to applicable laws, destination requirements and any mandatory consumer rights.
Before authorising an international return, we may assess the reason for the return, product condition, shipping restrictions, customs requirements and return costs.
Please contact us before shipping an international return. Do not send a product to an unconfirmed address.
Customs duties, import taxes and other charges will be handled according to applicable law and the return arrangements agreed with the customer.
10. How to Request a Return
Contact qpHealthcare Store.
Provide your order number and product name.
Explain the reason for the request.
Provide photographs or other evidence where appropriate.
Wait for our assessment and return instructions.
Please do not ship an item before receiving return instructions.
11. Contact Information
Business: qpHealthcare Store
Website: qphealthcarestore.com
Email: hello@qphealthcaretech.com
Telephone: +234 704 599 7119
We will review each request fairly and work towards an appropriate resolution.