Thank you for shopping with BioTrade For Medical Supplies LLC. We value your trust and aim to ensure your complete satisfaction with every purchase. Because we deal with medical, diagnostic, and healthcare products, our return and refund policy follows strict quality, safety, and regulatory guidelines.
1. Overview
Our return and refund policy lasts 14 days from the date of delivery. If 14 days have passed since your purchase, we unfortunately cannot offer a refund or exchange — except in cases of defective or damaged products upon arrival.
To be eligible for a return:
The item must be unused, unopened, and in its original sealed packaging.
It must include all accessories, manuals, and original labels.
2. Non-Returnable Items
For health and safety reasons, certain products cannot be returned, including:
Diagnostic test kits and reagents
Consumables and sterile items
Medical disposables (e.g., syringes, gloves, pipette tips)
Opened or used laboratory equipment
Any item that has been installed, tested, or used
Customized or special-order products
We also do not accept returns of:
Downloadable or digital products
Gift cards or promotional vouchers
3. Defective or Damaged Products
If you receive a product that is defective, damaged, or incorrect, please notify us within 3 business days of delivery at [email protected] with:
Your order number
A photo or video showing the issue
Description of the problem
Once verified, we will arrange for replacement, repair, or refund depending on product availability and condition.
4. Refunds
After your return is received and inspected, we will send you an email confirming approval or rejection of your refund. If approved, your refund will be processed within 7–10 business days to your original payment method.
Please note:
Shipping charges are non-refundable.
If your return is approved, the cost of return shipping may be deducted from your refund.
5. Exchanges
We only replace items if they are defective or damaged upon receipt. If you need to exchange it for the same product, contact us at [email protected].
6. Shipping Returns
To return a product, please contact us first for authorization and return instructions. Unauthorized returns may not be accepted.
Approved returns should be shipped to our main office in:
BioTrade For Medical Supplies LLC Al Khuwair, Bousher, Muscat Governorate, Oman
We recommend using a trackable courier service. We are not responsible for lost or unconfirmed shipments.
7. Late or Missing Refunds
If you haven’t received your refund yet:
Check your bank account again.
Contact your credit card company — processing may take several days.
Contact your bank if necessary.
If you’ve done all this and still haven’t received your refund, please email us at [email protected].
