Return & Refund Policy

Doctors Choice – Medical Equipment & Healthcare Products

At Doctors Choice – Largest Medical Equipment Supplier in Bangladesh, we are committed to providing quality medical equipment, hospital equipment, diagnostic devices, patient care products, rehabilitation equipment, home healthcare products, and healthcare solutions.

We understand that medical equipment is different from ordinary consumer products and may involve hygiene, safety, technical, warranty, and patient-care considerations. Therefore, our return and refund process is designed to handle each request carefully and fairly.

This Return & Refund Policy explains the general conditions and procedures applicable to products purchased from Doctors Choice.

 

1. Our Commitment to Customers

Customer satisfaction is important to Doctors Choice.

We make reasonable efforts to ensure that customers receive the correct product in suitable condition and according to the confirmed order.

Before dispatch, orders may be checked for:

• Product name
• Product model
• Quantity
• Packaging
• Available accessories
• General product condition
• Order information

If you receive an incorrect, damaged, defective, or incomplete product, please contact us as soon as possible so that our team can review the issue and provide an appropriate solution according to the circumstances.

 

2. Return Eligibility

A product may be eligible for return or replacement if it meets the applicable return conditions.

Possible reasons for an approved return may include:

• Incorrect product delivered
• Product received damaged
• Product received with a manufacturing defect
• Missing essential components or accessories
• Product does not match the confirmed order
• Other verified issues covered by the applicable product or warranty terms

All return requests are subject to verification.

Approval of a return does not automatically guarantee a refund. Depending on the situation, the appropriate resolution may be replacement, repair, exchange, service support, or refund.

 

3. Contact Us as Soon as Possible

Customers should contact Doctors Choice promptly after receiving a product if they identify a problem.

For delivery-related damage or incorrect products, customers are strongly encouraged to report the issue as soon as possible and provide supporting information.

Early notification allows our team to investigate the issue and coordinate with the relevant delivery service, supplier, manufacturer, or service team where necessary.

 

4. Product Condition for Returns

Where a return is approved, the product should generally be returned in its original condition.

Depending on the product, return requirements may include:

• Original product
• Original packaging
• User manuals
• Warranty documents
• Accessories
• Cables
• Chargers
• Product components
• Original labels or identification
• Purchase or order information

Products should not be damaged, modified, misused, or altered after delivery.

 

5. Medical & Healthcare Product Restrictions

Because Doctors Choice supplies medical equipment and healthcare products, certain products may have specific return restrictions for hygiene, safety, medical, technical, or regulatory reasons.

Products that may have special return conditions can include:

• Personal healthcare products
• Products intended for direct patient contact
• Certain medical consumables
• Hygiene-sensitive products
• Used medical devices
• Opened healthcare products
• Customized equipment
• Special-order products
• Products requiring installation or calibration
• Products with opened or broken seals

Return eligibility for such products will be evaluated individually.

 

6. Used Products

For health, hygiene, safety, and product-quality reasons, a product that has been used may not be eligible for return unless the issue is covered by a valid warranty, manufacturing defect, incorrect delivery, or another approved reason.

Customers should inspect the product before using it.

If you believe there is a problem with a product, please contact Doctors Choice before continuing to use it whenever reasonably possible.

 

7. Damaged Products

If a product arrives with visible damage, customers should notify Doctors Choice promptly.

Where possible, customers should provide:

• Order number or order information
• Product name
• Photographs of the product
• Photographs of the packaging
• Photographs of the damaged area
• Video evidence, where useful
• Delivery information

This information may help Doctors Choice investigate the issue and determine the appropriate solution.

 

8. Incorrect Product

If you receive a product that is different from the product confirmed in your order, please contact Doctors Choice promptly.

After verification, we may arrange an appropriate solution such as:

• Product replacement
• Exchange
• Return
• Refund, where applicable

The resolution will depend on product availability and the circumstances of the order.

 

9. Defective Products

If a medical equipment or healthcare product develops a defect, the issue may be handled under the applicable manufacturer or seller warranty.

Depending on the product and warranty terms, the solution may include:

• Technical inspection
• Troubleshooting
• Repair
• Replacement of components
• Product replacement
• Warranty service
• Other applicable resolution

A product that appears defective may need to be inspected before a return, replacement, or refund is approved.

 

10. Warranty & Return

Warranty claims and return requests are not necessarily the same.

A product may be covered by a warranty but not qualify for a standard return.

Warranty coverage may depend on:

• Product model
• Manufacturer
• Warranty period
• Type of defect
• Product condition
• Usage conditions
• Warranty documentation

Damage caused by misuse, accidents, unauthorized modification, improper installation, negligence, or failure to follow manufacturer instructions may not be covered.

 

11. Non-Returnable or Restricted Products

Certain products may not be eligible for return due to their nature.

Examples may include:

• Used medical equipment
• Opened hygiene-sensitive products
• Certain medical consumables
• Customized products
• Special-order products
• Products specifically procured for a customer
• Products with broken seals
• Products damaged through customer misuse
• Products altered or modified after delivery

The exact return eligibility will depend on the individual product and applicable terms.

 

12. Customized & Special-Order Products

Some medical equipment may be specially ordered, configured, customized, or procured according to a customer's specific requirements.

Such products may have limited or no return eligibility unless the product is defective, incorrect, or otherwise covered by an applicable warranty or approved return condition.

Customers should confirm product specifications and requirements before placing orders for customized or special-order equipment.

 

13. Refund Eligibility

A refund may be considered when:

• An approved return is received and verified
• A confirmed product cannot be replaced
• A payment has been made for a product that cannot be supplied
• A refund is otherwise approved under the applicable circumstances

Refund eligibility is determined after reviewing the order and the reason for the request.

Not every return automatically results in a refund.

 

14. Refund Processing

Once a refund is approved, Doctors Choice will process the refund according to the applicable payment method and internal processing procedures.

The time required for a refund may vary depending on:

• Payment method
• Bank processing
• Mobile financial service
• Payment gateway
• Order verification
• Return inspection
• Other financial processing requirements

Customers may need to provide accurate payment or account information where required for processing the refund.

 

15. Delivery Charges & Refunds

Delivery or shipping charges may not always be refundable.

Refund treatment of delivery charges may depend on the reason for the return.

For example, where a return is caused by an incorrect product delivered by Doctors Choice or a verified product issue, the applicable delivery charges may be reviewed as part of the resolution.

Where a return is requested for customer preference or other customer-related reasons, delivery and return transportation charges may apply.

 

16. Return Transportation

If a return is approved, the method of returning the product will be communicated by Doctors Choice.

Depending on the reason for the return, the customer or Doctors Choice may be responsible for applicable return transportation costs.

Large and heavy medical equipment may require special transportation arrangements.

Return transportation arrangements for products such as hospital beds, medical furniture, patient trolleys, oxygen equipment, wheelchairs, and other large equipment may be handled separately.

 

17. Product Inspection

Returned products may be inspected before a replacement, refund, repair, or other resolution is approved.

The inspection may consider:

• Product condition
• Serial number
• Model number
• Accessories
• Packaging
• Physical damage
• Signs of misuse
• Signs of unauthorized modification
• Warranty status
• Reason for return
• Original order information

The inspection helps ensure that the return request is genuine and consistent with the applicable policy.

 

18. Refunds for Prepaid Orders

For prepaid orders, the refund process may begin after the order cancellation or approved return has been verified.

Depending on the circumstances, refunds may be processed through the applicable payment channel or another mutually agreed method.

Processing time may vary depending on the payment provider or financial institution.

 

19. Order Cancellation Before Dispatch

If you want to cancel an order, contact Doctors Choice as soon as possible.

If the order has not yet been processed or dispatched, cancellation may be possible depending on the product and order status.

Once an order has been dispatched, specially prepared, customized, installed, or otherwise committed for delivery, cancellation may be subject to additional conditions.

 

20. Customer Responsibility

Customers are responsible for carefully checking product information before placing an order.

Customers should review:

• Product name
• Product model
• Product specifications
• Product size
• Product features
• Intended use
• Quantity
• Compatibility
• Delivery information

For medical equipment, customers should seek appropriate professional advice when necessary to ensure that the selected product is suitable for the intended medical or healthcare requirement.

 

21. Exchange & Replacement

Where appropriate, Doctors Choice may offer an exchange or replacement instead of a refund.

Replacement may be subject to:

• Product availability
• Verification of the issue
• Warranty terms
• Product condition
• Manufacturer requirements

If the same product is unavailable, Doctors Choice may discuss alternative solutions with the customer.

 

22. Fraudulent or Abusive Return Requests

Doctors Choice reserves the right to investigate suspicious, fraudulent, or abusive return and refund requests.

A return or refund request may be declined where there is evidence of:

• Fraud
• False information
• Product misuse
• Deliberate damage
• Unauthorized modification
• Repeated abusive returns
• Missing components
• Product substitution
• Other policy violations

This does not affect legitimate customer rights under applicable law.

 

23. Important Medical Equipment Notice

Medical equipment should be handled carefully and used only for its intended purpose.

Customers should follow manufacturer instructions and appropriate professional guidance.

Do not attempt unauthorized repairs or modifications to medical equipment.

If a product appears unsafe, damaged, or defective, stop using it where appropriate and contact Doctors Choice or the relevant authorized service provider.

 

24. How to Request a Return or Refund

To request a return, replacement, or refund, customers should contact Doctors Choice and provide relevant information.

Please provide:

Customer Name

Contact Number

Order Information

Product Name

Purchase Date, where available

Reason for Return or Refund

Photographs or Videos, where applicable

Details of the Problem

Our team may request additional information to evaluate the request.

 

25. Review & Approval Process

After receiving a return or refund request, Doctors Choice may review:

1. Order information
2. Product details
3. Reason for the request
4. Product condition
5. Warranty status
6. Applicable return conditions
7. Manufacturer requirements
8. Delivery information

After review, we will communicate the applicable resolution where possible.

 

26. Policy for Large Medical Equipment

Large medical equipment requires special consideration because transportation, installation, assembly, and technical service may be involved.

For products such as:

• Hospital Beds
• Electric Hospital Beds
• Manual Hospital Beds
• Patient Transfer Trolleys
• Examination Tables
• Medical Furniture
• Oxygen Concentrators
• Rehabilitation Equipment
• Other Large Medical Equipment

return, replacement, installation, transportation, and service arrangements may be handled individually according to the product and circumstances.

Customers should contact Doctors Choice before attempting to return large equipment.

 

27. Changes to This Return & Refund Policy

Doctors Choice may update or modify this Return & Refund Policy from time to time to reflect changes in our products, services, business practices, manufacturer policies, or applicable requirements.

The latest version of the policy will be published on this page.

Customers are encouraged to review this page periodically.

 

28. Contact Doctors Choice

If you have any questions regarding our Return & Refund Policy, medical equipment, product warranty, replacement, exchange, refund, order cancellation, or after-sales support, please contact Doctors Choice through our official communication channels.

Our customer support team will review your request and provide the applicable information.

Doctors Choice

Largest Medical Equipment Supplier in Bangladesh

Medical Equipment | Hospital Equipment | Medical Devices | Diagnostic Equipment | Patient Care Equipment | Rehabilitation Equipment | Home Healthcare Equipment | Healthcare Products | Home Healthcare Services

 

29. Final Notice

Doctors Choice is committed to providing quality medical equipment and healthcare products along with dependable customer support.

We encourage customers to carefully review product information, specifications, warranty conditions, and applicable policies before purchasing.

Our Return & Refund Policy is intended to provide a clear framework for handling eligible returns, replacements, exchanges, warranty-related issues, and refunds while maintaining appropriate standards for medical equipment safety, hygiene, quality, and customer satisfaction.

Last Updated: August 2026