Wholesale Return & Refund Policy

1. Who this policy is for

Edaochi Medical is a factory-direct wholesale and OEM manufacturer. We supply medical components in bulk to distributors, importers and healthcare businesses — we are not a consumer retail store, and orders are quoted, confirmed and produced against an agreed specification before shipment.

This policy sets out how we handle returns, replacements and refunds for those wholesale and OEM orders.

2. Samples first — our way of preventing disputes

Before any bulk or OEM production run, we provide samples so your team can confirm fit, material, taper, finish and packaging. Approving a sample is how both sides agree the specification. Most quality questions are resolved at this stage, before a volume order is placed.

3. Defective, damaged or non-conforming goods

If goods arrive defective, damaged in transit, short-shipped, or do not conform to the specification (or the approved sample) confirmed for your order, you may raise a claim within 15 calendar days of receiving the shipment.

Please include your order number, the product and lot number, the affected quantity, and clear photos or video of the issue and the packaging.

Where a claim is accepted, your remedy is — at our agreement with you — replacement of the affected goods on the next production run, a credit against a future order, or a refund of the affected portion of the order.

4. Standard catalogue (stock) items

For standard, non-customised stock items, returns for reasons other than a defect may be accepted by prior written agreement. As is normal in wholesale trade, such returns can be subject to a restocking arrangement and to return-freight costs being borne by the buyer. Goods must be unused, in their original sealed packaging, and within shelf life.

5. Custom and OEM (made-to-order) items

Custom-moulded parts, private-label and OEM goods, and items made to your specified colour, printing, configuration or packaging are produced specifically for you. Because the tooling, printing and configuration are bespoke to your order, these items cannot be returned or refunded for a change of mind, cancellation after production has started, or an error in the specification you approved.

Custom and OEM items remain fully covered for manufacturing defects and for non-conformance to the sample or specification you approved. In that case the non-conforming portion is remade or refunded under section 3.

Any tooling or mould charge quoted for a custom project is non-refundable once tooling has been cut.

6. How to start a claim

Contact us within the applicable window by email at [email protected] or by WhatsApp. Quote your order number and attach the lot number, affected quantity and photos or video. We will confirm receipt and tell you the next step.

7. Assessment and refund timing

We assess each claim within 3–5 business days of receiving your evidence (and, where needed, the returned samples of the affected goods). Once a refund is approved, it is issued to the original payment method or as an agreed credit within 7–14 business days, depending on the banking route.

8. Return shipping and logistics

Return logistics for international wholesale shipments are arranged case by case. Where the issue is our error (a defect, damage at origin, or a non-conforming or short shipment), we cover the agreed cost of return or replacement. Where a return is for the buyer's convenience on standard stock, return freight is the buyer's responsibility.

9. What is not covered

This policy does not cover damage caused by misuse, improper storage or handling after delivery, goods used or altered after acceptance, normal variation within agreed tolerances, or items reported outside the claim window.

10. Contact

Email: [email protected] — WhatsApp: +86 136-8649-9755. We aim to reply to any return or refund enquiry within one business day.