At Doctor-Talk, we are committed to ensuring your complete satisfaction with every purchase. We understand that medical equipment is an important investment, and our Return & Refund Policy is designed to provide a clear, transparent, and fair process for our customers.

Please review the following guidelines carefully before requesting a return.

Return Authorization Required

All returns must be approved by Doctor-Talk before shipping any product back.

To request a return authorization:

📧 Email us at: sales@doctor-talk.com
📱 WhatsApp: +86 139 1670 7558

Please include:

• Order number
• Customer name
• Reason for return
• Photos/videos of the product (if applicable)

Unauthorized returns sent without approval or a Return Authorization (RA) number may be refused and are not eligible for refunds.

Return Request Time Limit

Return requests must be submitted within:

7 days of receiving your order

Any return request submitted after this period will generally be denied.

Special Product Return Period:

Lift Chairs:
Return requests must be submitted within 3 days of delivery.

Some manufacturers, including certain lift chair brands, do not allow returns after delivery.

General Return Eligibility

To qualify for a return, products must:

✔ Be unused and in new condition
✔ Remain in original packaging
✔ Include all accessories, manuals, documents, and parts
✔ Not be assembled, installed, modified, or damaged

Returned products will be inspected after arrival.

If an item shows:

• Signs of use
• Damage
• Missing accessories
• Missing packaging

Doctor-Talk reserves the right to reduce the refund amount or reject the return.

Return Shipping Responsibility

Customers are responsible for return shipping costs unless:

• The product arrived damaged
• The wrong product was shipped
• The product has a verified manufacturer defect

Return shipping must include tracking information.

Customers are responsible for the product until it safely arrives at the manufacturer or designated return location.

Refund Processing

Once the returned product is received and inspected:

• Refund processing may take up to 30 days
• Refunds will be issued to the original payment method

The refund amount may be reduced by:

• Original shipping costs
• Return shipping costs
• Restocking fees
• Service fees
• Missing parts/accessories costs

Restocking Fees

Medical equipment manufacturers may apply restocking fees depending on product type and manufacturer policy.

Typical restocking fees:

• 15%–30% of product value
• Minimum restocking fee: $15

Certain manufacturers may charge higher fees.

Examples:

• Graham-Field products: up to 35%
• Medline products: up to 50%

Order Cancellation Policy

Orders that have entered fulfillment may be subject to cancellation fees.

Cancellation requests must be made as soon as possible.

• Orders canceled after processing may incur up to a 10% cancellation fee
• Custom-built products may incur cancellation fees if cancellation is still possible
• Once custom production begins, cancellation may not be available

Custom & Made-to-Order Products

Custom-built or personalized products are generally not eligible for return.

Examples include:

• Custom lift chairs
• Special fabric selections
• Non-standard sizes
• Customized medical equipment
• Special configuration products

Custom products canceled before production may incur a cancellation fee.

Non-Returnable Items

For hygiene, safety, and manufacturer policy reasons, the following items are not returnable:

Medical & Hygiene Products:

• Mattresses
• Bedding products
• Slings
• Cushions
• Incontinence supplies
• Compression hosiery
• Respiratory/Oxygen equipment
• Bath safety products
• Any item with direct skin contact

Other Non-Returnable Items:

• Clearance items
• Open-box products
• Gift certificates
• Personalized products
• Installed equipment
• Used products
• Items marked as non-returnable on the product page

Items Under $25

Products priced under $25 are not eligible for return due to the high processing and shipping costs involved.

Product-Specific Return Policies

Hospital Beds

Due to hygiene and medical safety requirements:

• Beds are generally non-returnable after delivery.
• Damaged items may qualify for repair or replacement.
• Customers must contact Doctor-Talk immediately after delivery if damage occurs.

Parts & Accessories

Parts cannot be returned if they have:

• Been installed
• Been used
• Signs of modification

Electrical components may be tested before refund approval.

Batteries:

Batteries are non-returnable unless they arrive damaged or defective.

Vehicle Lifts

Vehicle lifts cannot be returned after:

• Installation
• Use
• Modification

Compatibility should be confirmed before installation.

Pool Lifts

Pool lifts are non-returnable after installation.

Cancelled orders may be subject to:

• Restocking fees
• Return shipping charges

Lift Chairs

Customers must inspect lift chairs within:

3 days of delivery

Damaged or defective products may qualify for repair or replacement.

Customer returns may include:

• Freight charges
• Up to 25% restocking fee

Custom lift chairs are not returnable.

Modular Ramps

Modular ramps are generally non-returnable.

Cancellation fees may apply:

• During production: up to 15%
• During shipment/refused delivery: up to 25% plus shipping costs

Open Box Products

Open Box products are sold as-is.

They may include:

• Cosmetic imperfections
• Missing accessories
• Previous customer packaging

All Open Box sales are final.

Damaged or Defective Products

We carefully package every order to ensure safe delivery.

If your product arrives damaged or defective:

Please contact us within:

3 days of delivery

Provide:

• Order number
• Photos/videos of damage
• Description of the issue

Doctor-Talk will evaluate the issue and may provide:

✔ Replacement parts
✔ Product replacement
✔ Repair solution

If the issue cannot be resolved through replacement parts or repair, return shipping arrangements may be provided.

Freight Delivery Damage Instructions

For truck freight or White Glove deliveries:

Before signing delivery documents:

• Inspect the package carefully.
• If damage is visible, write "Package Damaged" when signing.
• For severe damage, you may refuse delivery.

If damage is discovered after acceptance:

Contact us immediately because freight claims often have strict reporting deadlines.

Promotional Gifts

If your order includes promotional gifts:

• Gift value may be deducted from refunds if the main product is returned.
• Free promotional items may not be returnable separately.

Color & Product Appearance Disclaimer

Due to differences between monitors, browsers, and device settings:

• Product colors may appear slightly different online compared to the actual product.
• Minor color variations are not considered product defects.

Protection Plans

Protection plans are:

Non-refundable after product delivery.

Please review protection plan terms before purchase.

Unauthorized Returns

Products returned without prior approval or a Return Authorization number:

• May be refused
• Are not eligible for refund
• May be returned to the customer at the customer's expense

Always contact Doctor-Talk before sending any product back.

Contact Information:

Trade name: doctor-talk

Phone: +8613916707558

Email: sales@doctor-talk.com

Address: KING YIP FACTORY BUILDING, NO.59 KING YIP STREET, ROOM D5, 5/F, KWUN TONG, Kowloon Hong Kong SAR