8.1 Due to FDA, health, safety, and contamination regulations, the following items are NOT returnable for any customer, including:

• Sterile products

• Disposable medical supplies

• PPE

• Pharmaceutical items

• Prescription-required products

• Temperature-sensitive products

• Diagnostic tests

• Opened or used items

• Products with compromised packaging

• Custom or special-order items

• Hazardous materials

These restrictions apply universally and cannot be waived.

8.2 For eligible, non-sterile, non-regulated products, MQ Healthcare may consider return requests on a case-by-case basis. All items must be unopened, unused, in original packaging, and in resalable condition. This includes certain medical equipment or durable goods.

8.3 Retail and individual customers must follow the standard return rules, as medical-grade items have strict handling, contamination, and regulatory requirements.

8.4 For eligible products, MQ Healthcare will review return requests using objective factors such as product type, regulatory requirements, item condition, documentation provided, and the specific circumstances of the request. All decisions are based solely on compliance, safety, and operational considerations.

8.5 Unauthorized returns or items sent without prior approval may be refused and may not qualify for refund, credit, or replacement.

8.6 Special-Order Products
Special-order, custom-ordered, or non-stock items may be non-returnable or may require manufacturer authorization before MQ Healthcare can accept a return. Approval, when available, is dependent on the manufacturer’s policies, documentation requirements, and restocking conditions. Additional restocking fees and return freight costs may apply. MQ Healthcare will advise customers of any applicable restrictions before the return process begins.

9.1 To initiate any return request, customers must contact MQ Healthcare and obtain a Return Authorization (RA) number before shipping any product back. Returns without an RA number cannot be processed.

9.2 When requesting an RA number, customers must provide:

• Order or invoice number

• Description of the issue or reason for return

• Confirmation that the product meets return eligibility requirements

• Photos if requested, especially for items reported as defective or incorrect

Providing complete information helps avoid delays and ensures the request is evaluated accurately.

9.3 Once an RA number is issued, customers must ship eligible returns to the address provided, using appropriate packaging to prevent additional damage during transit. MQ Healthcare is not responsible for returned items damaged due to improper packaging or carrier handling.

9.4 RA numbers are valid for a limited period. Products returned outside the authorized timeframe may be refused or evaluated under different return conditions.

9.5 MQ Healthcare reserves the right to inspect all returned items to confirm eligibility, authenticity, and condition before issuing any credit, refund, exchange, or resolution.

10.1 Approved returns may be subject to a 15–35% restocking fee, depending on the product category, manufacturer requirements, and condition of the returned item.

10.2 Restocking fees account for:
• Product inspection and quality assurance
• Repackaging and handling
• Manufacturer-imposed return charges
• Inventory processing labor
• Safety and contamination control protocols

These fees are standard in the medical distribution industry.

10.3 Ineligible or non-resalable items, even if returned inadvertently, may not be refunded or credited. Restocking fees do not apply to items deemed defective or incorrect due to an MQ Healthcare fulfillment error.

11.1 Refunds are issued only after MQ Healthcare receives, inspects, and approves returned products to ensure they meet all eligibility and safety requirements.

11.2 Approved refunds will be processed to the original payment method unless otherwise arranged. Certain government or institutional accounts may receive refunds as credits in accordance with procurement rules.

11.3 Original shipping charges and any return shipping costs are non-refundable unless the issue resulted from an MQ Healthcare fulfillment error.

11.4 Items that are opened, used, contaminated, damaged, or not returned in their original packaging may not qualify for a refund due to regulatory and safety restrictions.

11.5 Refunds for Special-Order / Custom Products
Some special-order, custom-built, or non-stock items are subject to the manufacturer’s return standards. As a result, any refund associated with these items depends on whether the manufacturer permits the item to be returned and refunded.
Because of this, refunds for special-order products are not guaranteed and may be issued only if allowed by the manufacturer’s policies and product condition.

11.6 Deposits for Special or Custom Orders
Orders requiring deposits may include a non-refundable portion or a fully non-refundable deposit. If a refund is approved for a returned special-order item, the refundable amount will exclude any portion designated as non-refundable at the time of purchase or any fees applied by the manufacturer.

11.7 Refund timelines depend on payment method, internal verification, and bank processing times. MQ Healthcare will process approved refunds promptly upon completion of the inspection and approval process.

12.1 Exchanges may be approved when the customer receives:

• The incorrect product

• A defective item

• A product that does not meet the specifications listed on the website or invoice

Exchanges for any other reason are evaluated according to Section 8’s eligibility rules.

12.2 MQ Healthcare will review each exchange request based on product type, condition, and regulatory requirements. Some items — especially those involving medical devices or regulated goods — may require additional documentation.

12.3 In cases involving equipment or durable products, exchanges may require coordination with the manufacturer for diagnostic evaluation, warranty confirmation, or device verification.

12.4 Replacement or exchange items are subject to availability. If a replacement product is not available, MQ Healthcare will determine whether a credit or refund is the appropriate resolution.

13.1 Orders may only be canceled before processing begins.

13.2 Sterile, regulated, prescription, temperature-controlled, and custom items cannot be canceled once processing has begun.

13.3 Large institutional or government orders may not be cancelable once staging or freight preparation starts.

13.4 Special-Order Products
Special-order, custom, and non-stock items may require manufacturer approval for cancellation. Approval is not guaranteed and may involve additional fees.

13.5 Deposits
Some special or custom orders require a non-refundable deposit. If an order is canceled, any non-refundable portion — or the full deposit — may be retained.

13.6 MQ Healthcare will make reasonable efforts to assist with modifications prior to shipment when possible.

14.1 Many medical equipment and durable products sold by MQ Healthcare include manufacturer warranties. Warranty coverage terms, limitations, and service processes are determined solely by the product manufacturer. MQ Healthcare does not modify, extend, or override manufacturer warranty policies.

14.2 To request warranty assistance, customers must contact MQ Healthcare and provide the necessary information for initial evaluation, including:

• Order or invoice number

• Product description and model

• Serial number, batch number, or lot number (if applicable)

• Photos or videos clearly showing the issue

• A description of the defect or malfunction

• The date the issue was first observed

This information is required to determine whether the product appears to fall under the manufacturer’s warranty conditions and to initiate the appropriate next steps.

14.3 MQ Healthcare will review the initial warranty request to determine whether the product appears to fall under warranty coverage and will guide customers through the appropriate next steps. For many products, MQ Healthcare may facilitate communication between the customer and the manufacturer to streamline the process.

14.4 Some manufacturers require the product to be:

• Returned to them for inspection

• Evaluated through their authorized service center

• Assessed by a certified technician

• Tested according to warranty procedures

Any shipping or handling instructions provided by the manufacturer must be followed to maintain warranty eligibility.

14.5 Warranty approval, repair, replacement, or credit is determined strictly by the manufacturer’s findings. MQ Healthcare does not make final warranty decisions. Outcomes may include:

• Repair of the defective item

• Replacement with the same or comparable model

• Partial or full credit

• Denial of warranty coverage if the issue falls outside warranty terms

14.6 Warranty coverage does not apply to issues resulting from:

• Improper use or storage

• Failure to follow product instructions

• Unauthorized repairs or modifications

• Accidental damage, drops, spills, or misuse

• Normal wear and tear

• Expired warranty periods

• Cosmetic damage that does not affect function

14.7 For certain high-value equipment, additional requirements may apply, including:

• Proof of professional installation

• Maintenance records

• Calibration or service logs

• Environmental or operating condition documentation

These steps may be required before a manufacturer can authorize a warranty claim.

14.8 If a product is determined to be defective due to manufacturer error within the warranty period, MQ Healthcare will assist customers in completing the manufacturer’s approved remedy, whether through repair, replacement, or credit, as directed by the manufacturer.

14.9 Any shipping costs associated with warranty evaluation or processing may be the responsibility of the customer unless the manufacturer specifies otherwise.

14.10 Warranty timelines vary based on manufacturer processing, shipping transit, evaluation duration, and product type. MQ Healthcare will relay updates promptly as information is received.

14.11 Warranty handling for consumable or disposable medical products (such as gloves, masks, dressings, syringes, tubing, wipes, and similar items) follows a defective-product replacement model rather than a traditional equipment warranty. Manufacturers typically authorize replacement or credit only if the defect is confirmed with appropriate documentation. Required documentation may include:

• Lot or batch number

• Photos or videos showing the defect

• Quantity affected

• Description of the issue

• Date the issue was discovered

• Verification of proper storage and handling

14.12 Consumable or disposable products generally cannot be returned once packaging has been opened or the product has been used due to safety and contamination regulations.
If a defect is clear and well-documented, MQ Healthcare may authorize replacement of the appropriate unit of sale (e.g., full box, case, or individual item), without requiring manufacturer review.
When verification is needed, MQ Healthcare may consult the manufacturer to determine eligibility. Decisions are made case-by-case in alignment with safety, regulatory, and industry standards.

14.13 If a manufacturer or MQ Healthcare confirms a defect, potential resolutions may include:
• Replacement of the affected unit of sale
• Partial or full credit for the defective quantity
• Expanded replacement if broader batch issues are identified
• No action if the issue is outside manufacturing control

14.14 Issues resulting from improper storage, handling after delivery, environmental exposure, misuse, or expiration are not considered manufacturing defects and are not eligible for replacement or credit.

14.15 Customers who purchase extended warranty coverage, service plans, or protection programs for eligible equipment are subject to the terms and conditions of the specific extended warranty provider. These plans are separate from the manufacturer’s standard warranty and may include additional coverage periods, repair options, or replacement benefits depending on the provider.

Extended warranty service may require the customer to:

• Register the product with the warranty provider

• Maintain proof of purchase

• Provide serial numbers or installation documentation

• Perform and document routine maintenance

• Submit photos, videos, or diagnostic information

• Follow the provider’s claim procedures and response timelines

Coverage determinations, service approvals, replacement decisions, and claim outcomes are made solely by the extended warranty provider and not by MQ Healthcare.
MQ Healthcare will assist in providing product information needed for claim processing when possible, but is not responsible for extended warranty decisions, coverage limits, or service outcomes.

Extended warranty benefits may be denied if:

• The product was not properly registered

• Required maintenance was not performed or documented

• Unauthorized repairs or modifications were made

• The product was damaged due to misuse or improper operation

• The claim falls outside the extended coverage terms

For equipment with both a manufacturer warranty and an extended warranty, claims may need to follow a specific sequence based on provider rules (e.g., manufacturer warranty first, extended service after expiration). MQ Healthcare will help customers understand the appropriate path for submitting the claim when needed.

15.1 Customers who placed orders through the MQ Healthcare online portal may initiate return requests for eligible products directly through their account dashboard. All requests are subject to the eligibility guidelines outlined in Sections 8–14.

15.2 Customers may also contact MQ Healthcare’s Customer Service Department for assistance with returns, exchanges, delivery issues, or general order-related questions. Our team can guide customers through the process and provide additional instructions when needed.

15.3 Return or support requests may also be submitted by email at:
customerservice@mqheatlhcarepr.com
To expedite processing, customers should include:

• Order number

• Customer name or business name

• Contact information

• Description of the issue

• Photos or documentation (if applicable)

15.4 Providing complete and accurate information allows MQ Healthcare to process return, delivery, or warranty requests smoothly and efficiently.

15.5 Formal legal, regulatory, or compliance notices must be submitted using the contact email specified in MQ Healthcare’s Terms & Conditions or Privacy Policy. Operational and customer service inquiries should always be directed to the Customer Service Department.