Medix-Labs Return Policy

At Medix-Labs, we are committed to providing high-quality products and ensuring customer satisfaction. If you are not completely satisfied with your purchase, we offer a straightforward and hassle-free return policy. Please review the details below to understand our return and refund processes.

1. Eligibility for Returns

• Products must be returned within 14 days from the date of delivery to be eligible for a refund or exchange.
• To qualify for a return, items must be unused, in their original condition, and in the original packaging. The product should include all accessories, manuals, and any free items provided with the purchase.
• Certain items such as perishable goods, customized products, and opened chemical reagents are not eligible for return.

2. Non-Returnable Items

For safety and quality assurance reasons, the following products are non-returnable:

• Opened or used chemical reagents and laboratory consumables
• Customized or special-order items
• Products with visible signs of use, damage, or alteration
• Items purchased on clearance or marked as “final sale”

3. How to Initiate a Return

If you wish to return a product, please follow these steps:

1. Contact our Customer Service team within the return period at medixhubs@gmail.com or call us at +255 788 509 008 / +255 754 500 504.
2. Provide your order number, details of the product you wish to return, and the reason for the return.
3. Our team will guide you through the return process and provide a Return Authorization (RA) number. Returns without an RA number will not be accepted.

4. Shipping and Return Costs

• Customers are responsible for all return shipping costs unless the return is due to a product defect or an error on our part.
• We recommend using a trackable shipping service or purchasing shipping insurance for returned items. We are not responsible for items lost in transit during the return process.

5. Inspection and Approval

• Once we receive your returned item, our Quality Assurance team will inspect the product to ensure it meets the return criteria.
• If the return is approved, we will notify you and process your refund or exchange within 7-10 business days.

6. Refunds

• Approved refunds will be issued using the original payment method. Depending on your bank or payment provider, it may take additional time for the funds to reflect in your account.
• Shipping charges, if applicable, are non-refundable unless the return is due to a defect or error on our part.

7. Exchanges

• If you wish to exchange a product, please specify the replacement item when you initiate your return request.
• Exchanges are subject to product availability. If the replacement item is unavailable, a refund will be processed instead.

8. Damaged or Defective Items

If your item arrives damaged or is defective:

• Please contact us within 5 days of receiving the product.
• We will arrange for the item to be replaced, repaired, or refunded at no additional cost to you.
• Medix-Labs reserves the right to request photographic evidence of any damage or defect before processing a return.

9. Cancellations

• Orders can be canceled within 24 hours of placement if they have not yet been dispatched.
• After this period, cancellation requests will be treated as returns and subject to the conditions listed above.

10. Contact Information

For any questions or further assistance regarding our return policy, please reach out to us:

Address: Jued Business Centre, 2rd Floor, Wing B, Plot No 487, Mikocheni A, Rose Garden Road, Opp Mwl. Nyerere, P. O. Box 31822, Kinondoni, Dar es Salaam

Email: medixhubs@gmail.com

Phone: +255 788 509 008 / +255 754 500 504