Refund and Returns Policy
Overview
At DolphinVein, we want you to feel confident when purchasing from us. This Return & Refund Policy explains when returns, exchanges, and refunds may be accepted for products purchased through our website.
Our return policy lasts 30 days from the date of delivery. If more than 30 days have passed since your order was delivered, we may not be able to offer a return, refund, or exchange, except where required by applicable law.
To be eligible for a return, the item must be unused, in the same condition that you received it, and in its original packaging with all accessories, manuals, labels, and included components.
To complete your return, we require a receipt, order number, or other proof of purchase.
Please do not send your purchase back without contacting us first. Unauthorized returns may not be accepted.
Medical Device Return Conditions
Because DolphinVein products are medical-related devices, returns must meet certain safety, hygiene, and product integrity requirements.
We may not accept returns if:
- The product has been used, contaminated, damaged, altered, or misused.
- The product is missing accessories, manuals, labels, packaging, or original components.
- The product shows signs of wear, improper handling, unauthorized repair, or physical damage.
- The return request is made more than 30 days after delivery.
- The product was damaged due to improper use, storage, cleaning, installation, or handling.
- The product was not purchased directly from DolphinVein or an authorized sales channel.
- Disposable, consumable, or hygiene-sensitive accessories have been opened or used.
Product information on our website is provided for general product reference only and does not replace professional medical advice, training, diagnosis, treatment, or clinical judgment. Product performance may vary depending on the user, environment, lighting conditions, patient condition, skin characteristics, and other factors.
Defective, Damaged, or Incorrect Items
We only replace or refund items if they are defective, damaged upon arrival, or if you received the wrong item due to our error.
If your item arrives defective, damaged, or incorrect, please contact us within 30 days of delivery at:
Please include:
- Your order number
- A description of the issue
- Photos or videos showing the problem
- Photos of the packaging, if the package was damaged during delivery
After reviewing your request, we will let you know whether the item is eligible for replacement, exchange, repair support, or refund.
Return Process
To start a return, please contact us at:
Once your return request is approved, we will provide return instructions. Please do not ship the product back before receiving return authorization from us.
You are responsible for ensuring the returned item is securely packaged. We recommend using a trackable shipping service. DolphinVein is not responsible for returned items that are lost, damaged, or not received.
Refunds
Once your return is received and inspected, we will notify you by email that we have received your returned item. We will also notify you whether your refund has been approved or rejected.
If your refund is approved, it will be processed to your original payment method. Refund processing usually takes 5–10 business days, depending on your bank, credit card company, or payment provider.
Original shipping costs, if any, are non-refundable unless the return is due to our error, a defective item, or an incorrect item.
Late or Missing Refunds
If you have not received your refund yet, please first check your bank account or payment account again.
Then contact your credit card company or payment provider, as it may take some time before your refund is officially posted.
Next, contact your bank, since there may be additional processing time before a refund appears in your account.
If you have completed these steps and still have not received your refund, please contact us at:
Exchanges
We only replace items if they are defective, damaged, or incorrect.
If you need to request an exchange for the same item, please contact us at:
Please include your order number and clear photos or videos showing the issue.
Order Cancellations
If you need to cancel an order, please contact us as soon as possible at:
If your order has not yet been processed or shipped, we will do our best to cancel it and issue a refund.
If your order has already been shipped, it may need to be handled as a return after delivery, subject to the conditions of this Return & Refund Policy.
If we are unable to ship your order within the stated or expected timeframe, we may contact you with an updated shipping estimate or offer the option to cancel the order for a refund.
Shipping Returns
Customers are responsible for return shipping costs unless the return is due to a defective item, damaged item, incorrect item, or an error made by DolphinVein.
Return shipping costs are non-refundable unless otherwise stated by us in writing.
Depending on your location, the time it may take for your exchanged product to reach you may vary.
For higher-value items, we recommend using a trackable shipping service and purchasing shipping insurance. We do not guarantee that we will receive your returned item.
Non-Returnable Items
The following items may not be eligible for return:
- Used medical devices or products showing signs of use
- Products damaged due to misuse, improper operation, improper storage, or unauthorized repair
- Products missing original packaging, accessories, manuals, labels, or components
- Opened or used disposable, consumable, or hygiene-sensitive accessories
- Products returned without prior authorization
- Products purchased from unauthorized sellers or third-party platforms not approved by DolphinVein
Need Help?
For questions related to returns, refunds, exchanges, or defective items, please contact us at:
DolphinVein
Email: dolphinvein@gmail.com
Website: https://dolphinvein.com