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Refund policy

Return and Refund Policy

Dear customers, thank you very much for visiting and shopping at lepucareshop.com. We are happy to help you have a good, positive buying experience at our store lepucareshop.com. In order to provide you with good service, please kindly read our Return and Refund Policy below. We are committed to customer satisfaction and if your purchase does not meet your needs, we encourage you to contact us at andy.cheng@lepu-medical.com.

The time frame we accept returns and exchanges:

  • We offer a 60-day return policy: We accept returns and exchanges within 60 calendar days (including weekends and holidays) of the date the item was received by the customer. Please note that returns and exchanges initiated more than 60 calendar days (including weekends and holidays) from the date the item was received by the customer are not accepted.

Returns, Refunds and Exchanges Applicability:

  • Applicable situation 1: Applicable and accepts returns, exchanges, and refunds due to quality problems of the product itself.
  • Applicable situation 2: Applicable and accepts returns, exchanges, and refunds due to packaging or product(s) damage during shipping.
  • Applicable situation 3: Applicable and accepts returns, exchanges, and refunds due to the customer's own reasons, such as the customer changing his mind, not wanting the product, wanting to change the color or model, etc. Please kindly note that in this case, the customer is responsible for all shipping charges as well as duties, taxes, and VAT incurred for returns and exchanges.

Return and Exchange Instructions and Requirements:

  • Returns, exchanges, or refunds are only available for item(s) purchased on lepucareshop.com. Thank you for your understanding.
  • To be eligible for a return or exchange, your item(s) must be in the same condition it was received, unworn or unused (except trial), have tags, and contain all original packaging and parts.
  • Items returned to us without a prior request for return will not be accepted.
  • If a return is received damaged or incomplete, it may be rejected.
  • We do not accept returns or exchanges for gift cards or coupons.

General Returns Guideline:

  • We offer easy returns, exchanges, and refunds. Simply provide us with your order number at andy.cheng@lepu-medical.com to easily request a return, exchange, or refund. You can find your order number on your order confirmation email or on the packing slip included in your package. Please remember to save your original shipping box or bag and reuse it to send your item(s) back to us!

How we handle returns, refunds, and exchanges:

  • When you request a return, refund, or exchange, we will respond to you within 24 hours on weekdays and within 48 hours on weekends. Our team will provide you with return and exchange instructions based on your specific requirements, and we will then provide you with a return address.
  • We usually process returns and exchanges within 5 business days of receipt of the item(s).

Return Process:

  • Step 1: To initiate a return, please first contact us via email at andy.cheng@lepu-medical.com and provide us with your order number.
  • Step 2: Please take a photo or video of the item(s) and send it/them to us via email. We need to confirm the status of the goods.
  • Step 3: If your return or exchange is accepted, we will send you a return shipping label and instructions on how to send the package(s) to our address.
  • Step 4: Please remember to save your original shipping box or bag and reuse it to ship your package(s) (including all parts and accessories) back to us.
  • Step 5 (Final Step): If your return is approved and received, and your return tracking number is valid, we will issue a refund to your original method of payment within 3 business days.

Regarding the return address for Returns and Exchanges:

  • If your return or exchange request is accepted, we will notify you of the return address via email. Please kindly note that we do not accept item(s) returned to us without first requesting a return or exchange.

Regarding the handling fees and shipping costs for Returns and Exchanges:

  • Customers do not need to bear return and exchange handling fees. We (lepucareshop) will pay the return or exchange handling fees (if incurred).
  • If there are quality problems due to the product itself, we (lepucareshop) will pay the return or exchange shipping costs.
  • If the product is returned or exchanged due to reasons other than the quality of the product itself, the customer(s) will be required to pay the shipping costs of the return or exchange.

Refunds:

  • Once we receive and inspect your return, we will notify you via email and let you know if your refund has been approved. If your refund is approved, you will receive your refund via your original payment method within 3 business days.

Exchanges:

  • Once your return is received and accepted, the exchanged item(s) will be delivered to you.

Regarding whether goods can be returned, exchanged, or refunded in transit:

  • Please note that once goods have been shipped or are in transit, they can not be returned, exchanged, or refunded.

If I have paid but the goods have not been shipped, can I get a refund or exchange during production? How much money can be refunded?

  • Yes, in this case, the customer(s) can get a refund or exchange. Get a full refund of the customer's original order amount.

Damages and Issues:

  • Please inspect your order upon receipt and if the item is defective, or damaged or you received the wrong item, please contact us immediately at andy.cheng@lepu-medical.com so that we can evaluate the issue and correct it as soon as possible.

2 Years Warranty:

  • If the products purchased at lepucareshop.com have quality problems, we support a Free Warranty for 2 Years, starting from the date the customer purchases the product(s). If the product needs repair or replacement, please contact us immediately at andy.cheng@lepu-medical.com during the 2-year warranty period.