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Return & Refund

Return & Refund

Effective Date: 30 April 2026

Welcome to WellMed. We value customer satisfaction and aim to provide genuine, quality products with reliable service. This Return & Refund Policy explains the conditions under which returns, replacements, cancellations, and refunds are handled for purchases made through our website, mobile application, or official sales channels.

By placing an order with WellMed, you agree to this policy.

1. Our Commitment

We strive to deliver products that are:

  • Genuine and sourced responsibly
  • Properly packed
  • Delivered in good condition
  • As described on our platform

If there is an issue eligible under this policy, we will review and assist fairly.

2. Return Eligibility

You may request a return or replacement if the product is:

  • Damaged during delivery
  • Incorrect item delivered
  • Missing parts or accessories (where applicable)
  • Expired product delivered
  • Defective on arrival
  • Significantly different from the ordered product

Return requests should be made within the submitted within 3 working days of receiving the item.

3. Non-Returnable / Non-Refundable Items

For hygiene, safety, and regulatory reasons, the following items may not be eligible for return once delivered, unless damaged or incorrect:

  • Opened medical consumables
  • Used healthcare devices
  • Personal care / beauty items after opening
  • Masks, tubing, wearable items, or hygiene-contact products
  • Medicines or pharmacy items (where legally permitted)
  • Food / nutrition items if seal broken
  • Customized or special-order items
  • Clearance / final sale items marked non-returnable

4. Condition for Approved Returns

To qualify for return where applicable, items should be:

  • Unused and not tampered with
  • In original packaging
  • With seals intact (if applicable)
  • With accessories, manuals, tags, and free gifts included
  • Supported by invoice / order number / proof of purchase

WellMed reserves the right to inspect returned items before approval.

5. Delivery-Time Inspection

Customers are encouraged to inspect the package at delivery where courier policy allows.

Please note:

  • External package condition should be checked immediately
  • If visibly damaged, notify courier and WellMed promptly
  • Do not use the product if requesting return
  • Items damaged after use may not qualify

6. Return Request Process

To request a return, replacement, or refund:

  1. Contact WellMed customer support
  2. Provide order number
  3. Explain the issue clearly
  4. Share photos/video if requested
  5. Wait for review and instructions

Unauthorized returns may not be accepted.

7. Replacement Policy

Where eligible and stock is available, WellMed may offer replacement instead of refund.

Replacement may be preferred for:

  • Damaged item received
  • Wrong item delivered
  • Missing accessory
  • Dead-on-arrival device

If replacement stock is unavailable, refund options may be offered.

8. Refund Eligibility

Refunds may be approved in cases such as:

  • Paid order cancelled before shipment
  • Out-of-stock after payment
  • Approved return received and verified
  • Non-delivery caused by operational failure
  • Duplicate payment received
  • Other approved exceptional cases

9. Refund Methods

Refunds may be processed through one of the following:

  • bKash
  • Nagad
  • Bank Transfer
  • Original payment gateway method
  • Store credit / voucher (if mutually agreed)
  • Cash refund in special approved cases

10. Refund Timeframe

Estimated refund timelines after approval:

  • Mobile wallet: 1–5 business days
  • Bank transfer: 2–7 business days
  • Card / gateway: depends on bank or provider
  • Store credit: may be faster

Processing times may vary based on third-party providers.

11. Order Cancellation by Customer

Customers may request cancellation before dispatch.

Once shipped, cancellation may not be possible or may require return handling.

Special-order or customized items may not be cancellable after confirmation.

12. Order Cancellation by WellMed

WellMed may cancel orders due to:

  • Stock unavailability
  • Pricing or listing errors
  • Failed verification
  • Suspicious activity
  • Delivery restriction
  • Regulatory limitations
  • Force majeure events

Paid cancelled orders will receive eligible refunds.

13. Shipping Charges

Unless caused by WellMed error, original shipping charges, COD fees, packaging charges, or urgent delivery fees may be non-refundable.

If the return is due to wrong item, damaged item, or approved seller error, WellMed may bear reasonable return cost.

14. Abuse Prevention

To protect fair customers, repeated false claims, used-item returns, fraudulent refund requests, or policy abuse may result in refusal of future returns or account restrictions.

15. Medical Device Notice

Some healthcare devices require careful handling and manufacturer inspection. Certain used or opened devices may only qualify for warranty service instead of refund.

16. Limitation of Liability

WellMed reviews all claims fairly but reserves final decision based on evidence, inspection, supplier confirmation, courier findings, and applicable law.

Nothing in this policy limits rights that cannot legally be excluded.

17. Changes to This Policy

We may update this Return & Refund Policy at any time. Revised versions become effective when published on our website or app.

18. Contact Us

For return, refund, or replacement support, please contact WellMed through our official customer support channels.

WellMed | Trusted Healthcare, Wellness & Medical Shopping Platform in Bangladesh