Refund policy

1. Return and Refund Policy

At Hudson Medical Co, customer satisfaction, patient safety, and product integrity are our highest priorities. As a distributor of high-grade medical supplies, equipment, and related health products, we enforce a strict quality assurance protocol. Please carefully review our comprehensive guidelines below regarding order issues, returns, and refunds.

1. Damaged, Defective, or Incorrect Items Upon Delivery

In the event that your package arrives damaged during transit, exhibits manufacturing defects, or contains incorrect items, please notify our dedicated support team within 7 business days of delivery at support@hudsonmedco.com.

To ensure a swift investigation and resolution, please provide:

  • Your official Order Number and invoice details.

  • A brief description explaining the exact defect or damage.

  • Clear, high-resolution photographs or video documentation showing the damaged/defective product, serial numbers (if applicable), and original packaging.

Upon verification by our fulfillment team, we will immediately process a full refund to your original payment method or dispatch a free replacement shipment at no additional cost. For verified damaged or compromised items, a physical return of the item is generally not required to maintain health and safety standards.

2. Standard Returns & Change of Mind Policy

We accept return requests for eligible, standard inventory items within 30 calendar days from the date of delivery, provided all of the following conditions are met:

  • The item remains completely unopened, unused, and in its original, pristine factory-sealed condition.

  • All original packaging, protective seals, documentation, instruction manuals, accessories, and promotional items are fully intact.

  • To initiate a standard return, you must contact us at support@hudsonmedco.com to obtain a Return Merchandise Authorization (RMA) number along with designated return warehouse instructions. Packages returned without a valid RMA number will not be accepted.

  • Note on Return Shipping: The customer is solely responsible for paying all return shipping, freight, and transit insurance fees, unless the return is a result of our error or a confirmed defective item.

3. Non-Returnable Products (Hygiene, Health, & Regulatory Exclusions)

To remain compliant with public health codes, medical safety regulations, and cross-contamination prevention standards, certain product categories are strictly non-returnable once shipped or opened:

  • Opened, unsealed, or used medical devices, personal protective equipment (PPE), diagnostic kits, and sanitary/hygiene supplies.

  • Sterile medical items whose protective seal or foil packaging has been tampered with or broken.

  • Custom-ordered, special-request, or prescription-grade medical supplies.

  • Items marked explicitly as "Final Sale" or "Clearance" at the time of purchase.

4. Partial Refunds & Special Circumstances

At the store’s sole discretion, partial refunds may be granted for specific edge-case scenarios, including but not limited to:

  • Items returned with minor damage to the outer retail display packaging, provided the medical item inside remains factory-sealed and uncompromised.

  • Customer dissatisfaction requests where a return shipment is impracticable, and a mutually agreed partial compensation is established between the customer and our support team prior to processing.

5. Refund Processing Timelines

Once an eligible return package is received at our distribution facility and undergoes quality inspection (or upon digital verification for damaged items), your refund will be processed. Refunds are automatically credited back to your original payment method (Credit Card, Debit Card, or PayPal) within 3 to 5 business days, depending on your financial institution’s processing times