At Medical Street, we are committed to ensuring customer satisfaction and upholding the highest standards of health and safety. Our Return Policy is designed to provide our customers with a clear understanding of the procedures and guidelines for returning products purchased through our platform. This policy aims to balance our commitment to customer satisfaction with the need to comply with stringent health regulations and industry standards.

This Return Policy applies to all products and services purchased through Medical Street, including but not limited to:

• • Medical Devices: Items such as diagnostic tools, surgical instruments, and therapeutic devices.
  • Pharmaceuticals: Prescription and over-the-counter medications.
  • Supplements: Nutritional and dietary supplements.
  • Health Services: Services provided through our platform, including consultations and telemedicine.
  • Personal Protective Equipment (PPE): Items such as masks, gloves, and gowns.
  • Laboratory Equipment: Tools and machines used in medical and scientific research.
  • Consumables: Items that are used and need to be replaced regularly, such as syringes and test kits.

Returns must be initiated within 15 days from the date of purchase. Requests made after this period will not be accepted.

To be eligible for a return, the following conditions must be met:

• • Unopened and Unused: Products must be in their original, unopened packaging and unused.
  • Original Packaging: Items must be returned in their original packaging, including all accessories, documentation, and any other components that were included with the product at the time of purchase.
  • Proof of Purchase: A valid proof of purchase, such as an order confirmation email or receipt, must be provided.

Certain items are not eligible for return due to health, safety, and regulatory reasons. These exclusions include:

• • Perishable Items: Products with a limited shelf life, such as certain pharmaceuticals and nutritional supplements.
  • Customized Products: Items that have been customized or personalized to meet specific customer requirements.
  • Opened Supplements: Nutritional and dietary supplements that have been opened or used.
  • PPE Items: Personal Protective Equipment (e.g., masks, gloves, gowns) that have been opened.
  • Intimate Health Products: Items intended for intimate health and hygiene once the packaging has been opened.
  • Expired Products: Items that have passed their expiration date.

To initiate a return, please follow these steps:

1. 1. Online Return Form: Log into your Medical Street account and navigate to the “My Orders” section. Select the order you wish to return and complete the online return form. You will receive a return authorization number (RAN) upon submission.
   2. Customer Service Contact: Alternatively, you can contact our customer service team at support@medicalstreet.biz or call +256 788 005 222. Provide your order number and reason for the return. Our team will assist you in generating a return authorization number (RAN).

When returning a product, ensure that the following documentation is included:

• • Proof of Purchase: Include a copy of your order confirmation email or receipt.
  • Return Authorization Number (RAN): Clearly write the RAN on the outside of the return package. Returns without a valid RAN may not be processed.

• Return Shipping Costs: The responsibility for return shipping costs depends on the reason for the return:
  • • If the return is due to a defect or error on our part (e.g., wrong item shipped, damaged product), Medical Street will cover the return shipping costs.
    • For all other returns (e.g., change of mind), the customer is responsible for the return shipping costs.
• Packaging Guidelines: Properly package the item to prevent damage during shipping. Use the original packaging if possible and ensure all accessories, documentation, and components are included.
• Shipping Method: Use a trackable shipping method to return the item. We are not responsible for returns lost or damaged during transit.

Send your return package to the following address:

Medical Street Returns Department – Wilson Street, Twese Plaza, Central Business District, Kampala, Uganda

Upon receiving and inspecting the returned item, we will process your refund or exchange as per our return policy. You will be notified via email once the return is complete.

Upon receiving your returned item, our returns department will conduct a thorough inspection to ensure it meets the return criteria. The inspection process includes the following steps:

• • Verification of Condition: We will check that the item is unopened, unused, and in its original packaging with all accessories, documentation, and components included.
  • Assessment of Damage: If the return reason is a defect or damage, we will verify the reported issue. Any discrepancies may affect the eligibility for a refund.
  • Review of Documentation: We will confirm that the return includes all required documentation, such as proof of purchase and the return authorization number (RAN).

The inspection process typically takes [number of days] business days from the date we receive the return.

Once the inspection is complete and the returned item is deemed eligible, we will process your refund. The refund process includes the following details:

• • Timeline: Refunds will be issued within 30 business days after the completion of the inspection process. You will receive a confirmation email once the refund has been processed.
  • Form of Refund: Refunds will be issued to the original payment method used for the purchase. If the original payment method is not available, we will issue a refund in the form of store credit.
    • Credit/Debit Cards: Refunds to credit or debit cards may take an additional 14 business days to appear on your statement, depending on your card issuer.
    • Mobile Money: Refunds to mobile money accounts will be processed within 5 business days.
    • Bank Transfers: Refunds to bank accounts may take an additional 14 business days to be reflected in your account.
    • Store Credit: Store credit will be added to your Medical Street account immediately upon approval of the return.

You will receive an email notification once your refund has been processed. This email will include details of the refund amount, the refund method, and an estimated timeline for the funds to be credited to your account.

If you have any questions or concerns regarding your refund, please contact our customer service team at support@medicalstreet.biz or call.

Exchanges are available for the following circumstances:

• • Defective Products: If you receive a defective product, you may request an exchange for the same item.
  • Incorrect Items: If you receive an incorrect item that differs from what you ordered, you may request an exchange for the correct item.

To be eligible for an exchange, the item must meet the following criteria:

• • The request for an exchange must be initiated within 10 days from the date of purchase.
  • The item must be unused and in its original packaging, including all accessories, documentation, and components.

To request an exchange, please follow these steps:

1. 1. Initiate the Exchange: Log into your Medical Street account, navigate to the “My Orders” section, select the order you wish to exchange, and complete the online exchange form. You will receive an exchange authorization number (EAN) upon submission.
   2. Customer Service Contact: Alternatively, you can contact our customer service team at support@medicalstreet.biz or call. Provide your order number and reason for the exchange. Our team will assist you in generating an exchange authorization number (EAN).
   3. Return the Item: Follow the return process outlined in Section 3. Ensure that the exchange authorization number (EAN) is clearly written on the outside of the return package.

• Costs for Defective or Incorrect Items: If the exchange is due to a defective product or an incorrect item received, Medical Street will cover the shipping costs for returning the item and sending the replacement.
• Packaging Guidelines: Properly package the item to prevent damage during shipping. Use the original packaging if possible and ensure all accessories, documentation, and components are included.
• Shipping Method: Use a trackable shipping method to return the item. We are not responsible for exchanges lost or damaged during transit.

Upon receiving and inspecting the returned item, we will process the exchange and ship the replacement item. You will receive an email notification once the replacement has been shipped, including tracking information.

If you have any questions or concerns regarding your exchange, please contact our customer service team at support@medicalstreet.biz or call .

Due to the nature of health-related products, certain health and safety regulations must be adhered to when processing returns. These regulations are in place to ensure the safety and well-being of all our customers. The following special considerations apply:

• • Strict Hygiene Standards: Products that have been opened or used cannot be returned due to strict hygiene and contamination concerns.
  • Tamper-Evident Seals: Items with tamper-evident seals must have the seal intact to be eligible for return. Any product with a broken seal will not be accepted.
  • Medical Devices: Returns of medical devices are subject to stringent inspection to ensure they have not been compromised in any way that could affect their safety or efficacy.

In the event of a product recall, Medical Street is committed to ensuring the safety of our customers by swiftly and efficiently managing the recall process. The procedure for handling product recalls is as follows:

• • Customer Notification: Customers will be promptly notified of any product recalls via email, phone, or other appropriate communication channels. The notification will include details about the recall, the reason for the recall, and instructions on how to proceed.
  • Return of Recalled Items: Customers will be provided with a return authorization number (RAN) specifically for recalled products. The return shipping costs for recalled items will be covered by Medical Street.
  • Return Process: Follow the standard return process outlined in Section 3, ensuring the return authorization number (RAN) for recalled products is clearly written on the outside of the return package. Proper packaging guidelines should be followed to prevent damage during shipping.
  • Refund or Replacement: Upon receipt and inspection of the recalled item, customers will be offered a refund or a replacement product, depending on the availability and customer preference. Refunds will be processed in accordance with Section 4, and replacements will follow the procedures outlined in Section
    

Medical Street is dedicated to maintaining the highest standards of safety and compliance. If you have any questions or concerns regarding health and safety regulations or product recalls, please contact our customer service team at support@medicalstreet.biz or call.

Our customer support team is here to assist you with any questions or concerns regarding our return policy. If you need help initiating a return, understanding the process, or have any other inquiries, please reach out to us:

• • Email: support@medicalstreet.biz
  • Phone: +256 788 005 222
  • Live Chat: Available on our Platform and Medical Street Website
  • Operating Hours: Monday to Friday, 9 AM – 6 PM (Local Time)

Our dedicated support team will respond to your inquiries as quickly as possible to ensure a smooth and efficient return process.

Q1: How do I initiate a return?

A: To initiate a return, log into your Medical Street account, go to the “My Orders” section, select the order you wish to return, and complete the online return form. Alternatively, you can contact our customer service team at support@medicalstreet.biz or call .

Q2: What items are eligible for return?

A: Items must be unopened, unused, and in their original packaging to be eligible for return. Please refer to Section 2 of our return policy for detailed eligibility criteria.

Q3: Who pays for return shipping?

A: If the return is due to a defect or an error on our part, Medical Street will cover the return shipping costs. For all other returns, the customer is responsible for the return shipping costs. See Section 3.3 for more details.

Q4: How long does it take to receive a refund?

A: Refunds are processed within 30 business days after the completion of the inspection process. The time it takes for the refund to appear in your account depends on the original payment method. Refer to Section 4.2 for more information.

Q5: Can I exchange an item instead of returning it?

A: Yes, exchanges are available for defective products or incorrect items received. Please follow the instructions in Section 5 to request an exchange.

Q6: What should I do if I receive a recalled product?

A: If you receive a product that has been recalled, you will be notified by Medical Street with instructions on how to return the item. We will cover the return shipping costs for recalled products. Refer to Section 6.2 for detailed procedures.

Q7: How do I contact customer support for additional help?

A: You can contact our customer support team via email at support@medicalstreet.biz, call, or use the live chat feature on our website. Our operating hours are Monday to Friday, 9 AM – 6 PM (Local Time).

For more information, please visit our platform Medical Street Website or contact our support team.

Medical Street reserves the right to update or modify this return policy at any time to reflect changes in our practices, legal requirements, or other factors. Any changes to the return policy will be posted on our website and will be effective immediately upon posting.

Customers will be informed of significant changes to the return policy through the following means:

• • Email Notification: Registered customers will receive an email notification outlining the changes to the return policy.
  • Website Announcement: An announcement will be posted on the homepage of our website highlighting the key updates to the return policy.
  • Updated Policy Document: The updated return policy will be accessible on our website, with a clear indication of the latest revision date.

We encourage customers to review the return policy periodically to stay informed about any changes that may affect them.

This return policy is effective as of year 2024.

For any questions or concerns regarding the return policy, please contact our customer service team at support@medicalstreet.biz