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Return policy

Medagoras Return Policy

Preamble and Scope
This Return Policy governs the conditions under which products purchased from Medagoras, operated by Digital Agoras Ltd, may be eligible for return or exchange. Given our commitment to healthcare integrity, regulatory compliance, and marketplace trust, this Policy is strictly enforced and is an integral component of our main Terms and Conditions.

1. Acceptable Grounds for Return

A product is eligible for return consideration only if it meets one of the following criteria upon delivery:

1.1 Damage and Integrity Compromise
The product packaging (primary or secondary) or the product itself exhibits visible breakage, tampering, or damage upon physical receipt, thereby compromising its safety or usability.

1.2 Mis-shipment and Quantity Discrepancy
A material discrepancy exists between the quantity or type of item ordered and the item received (e.g., wrong item, incorrect dosage/strength, or verified quantity shortage).

1.3 Unacceptable Shelf Life
The product is delivered with an expiry date of less than six (6) months from the date of delivery, unless this short shelf-life was explicitly disclosed to and accepted by the User during the order confirmation process.

2. Mandatory Reporting and Timeframes

2.1 Highly Sensitive Goods: Immediate Inspection
Due to strict regulations concerning public safety and cold chain management, the following products are subject to an Immediate Inspection Rule:

  • Cold Chain Products (e.g., vaccines, insulin)

  • Injectable Products

  • Controlled Substances

These products are strictly non-returnable after delivery and can only be returned immediately at the point of delivery if found to be damaged or incorrect. Acceptance of these goods by the User’s representative upon delivery signifies absolute acceptance of their condition.

2.2 General Return Initiation Window
For all other eligible products (Section 1.1):

  • Contact Requirement: The User must formally notify Medagoras to initiate a return request within forty-eight (48) hours of the delivery timestamp.

  • Return Window: The authorized goods must be made available for collection and physically returned to Medagoras within seventy-two (72) hours / 3 days of the delivery timestamp.

Failure to meet the required timeframe for immediate or general return initiation constitutes an absolute waiver of the right to return the goods.

3. Return Authorization and Rejection

3.1 Authorization Procedure
A return is only valid following a formal review and the issuance of a written Return Merchandise Authorization (RMA) number by Medagoras. Unauthorized returns will be rejected and returned to the User at the User’s expense.

3.2 Strict Rejection Criteria
Medagoras reserves the right to reject and refuse credit for any returned item that:

  • Lacks Documentation: Is returned without a valid, signed Goods Returned Note (GRN) or equivalent confirmation.

  • Integrity Compromise: Is compromised, damaged, or improperly stored after delivery, based on Medagoras’ inspection.

  • Tampering Evidence: Shows evidence of tampering, such as unauthorized labels, seals, or markings.

  • Batch Discrepancy: Does not match the exact batch number delivered by Medagoras.

4. Non-Returnable Items

Beyond the highly sensitive goods noted in Section 2.1, items removed from their original sealed packaging or explicitly marked as Final Sale at the time of purchase are strictly non-returnable.

Last Updated: December 2025