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Refund & Cancellation Policy

REFUND POLICY

1. Overview

This Return & Refund Policy sets out the terms and conditions governing the return of products and the issuance of refunds for purchases made through the IslandGateMedical website.

Due to the nature of medical equipment and healthcare products, certain items may not be eligible for return once they have been opened or used.

By placing an order through our website, you acknowledge that you have read, understood, and agree to the terms of this Return & Refund Policy.

2. Return Eligibility

Customers may request a return within seven (7) days of receiving their order, provided that the following conditions are met:

  • The product is unused and remains in its original condition.
  • The product is returned in its original packaging.
  • All accessories, manuals, and included components accompany the returned item.
  • Valid proof of purchase or the order confirmation is provided.

Returns that do not meet these requirements may be declined.

3. Non-Returnable Items

For health, hygiene, and safety reasons, certain products cannot be returned once they have been opened or used.

These include, but are not limited to:

  • Disposable Isolation Gowns
  • KN95 Masks
  • Digital Thermometers
  • Digital Ovulation Trackers
  • Pregnancy Test Kits
  • Any product clearly identified as "non-returnable" on its packaging

In addition, large medical equipment that has already been assembled, installed, or used may not be eligible for return.

4. Damaged, Defective, or Incorrect Items

If you receive a product that is:

  • Damaged during delivery
  • Defective
  • Incorrect or different from the item ordered

Please notify us within forty-eight (48) hours of receiving your order.

To help us assess your claim, you may be asked to provide:

  • Your order number
  • Photographs of the product and its packaging
  • A description of the issue

Following our review, we may, where appropriate, offer one of the following remedies:

  • A replacement product
  • A repair service
  • Store credit
  • A full or partial refund

5. Return Process

To request a return, customers must:

  1. Contact our Customer Support Team at contact@islandgate-medical.com
  2. Provide the relevant order number together with the reason for the return
  3. Wait for return authorisation and further return instructions before sending the product back

Returns submitted without prior authorisation may not be accepted.

6. Return Shipping

Unless the return is the result of a defective, damaged, or incorrectly supplied product, customers are responsible for the cost of returning the item.

We recommend using a trackable shipping service, as IslandGateMedical cannot guarantee receipt of returned items and is not responsible for items lost in transit.

7. Refund Processing

Once a returned item has been received and inspected, we will notify you whether your refund request has been approved or declined.

If approved:

  • Refunds will generally be processed within seven (7) to ten (10) business days
  • Refunds will be issued to the original payment method unless otherwise agreed

Please note that the time required for the refunded amount to appear in your account may vary depending on your payment provider or financial institution.

8. Partial Refunds

In certain circumstances, a partial refund may be granted, including where:

  • The returned product has been damaged due to customer misuse
  • Parts, accessories, or components are missing
  • The product is returned in a condition other than its original condition

9. Exchanges

Exchanges may be available where:

  • A product is found to be defective
  • An incorrect item has been supplied

Customers wishing to request an exchange should contact our Customer Support Team for assistance.

10. Order Cancellations

Orders may be cancelled prior to shipment by contacting our Customer Support Team.

Once an order has been dispatched, cancellation may no longer be possible, and any request will instead be handled in accordance with this Return & Refund Policy.

11. Large Medical Equipment

Returns involving large medical equipment may required specialised transportation and logistic arrangements.

Additional return shipping, handling, or restocking charges may apply depending on the size and nature of the equipment being returned.

12. Contact Information

If you have any questions regarding this Return & Refund Policy, or require assistance with a return, refund, or exchange, please contact us at contact@islandgate-medical.com.