1. Order Processing and Dispatch
Most eCommerce orders are dispatched within two (2) business days of order confirmation. MEDANA reserves the unilateral right to cancel any order at its sole discretion. In the event of a company-initiated cancellation, the client will be notified via the contact information provided at the time of purchase.
2. Order Modifications and Cancellations
Clients may submit a request to modify or cancel an order by contacting our support team at info[at]medana.com. Please be advised that such requests can only be accommodated if the order has not yet entered the packing or dispatch phase. Once an order has been processed for shipment, no further modifications can be made.
3. Non-Refundable Deposit Policy
All payments, deposits, and fees submitted to MEDANA are strictly non-refundable. By initiating a transaction, the client acknowledges and agrees that once funds have been deposited, they are not subject to cash refunds, chargebacks, or reversals, regardless of the reason for the request (including, but not limited to, buyer’s remorse, change of circumstances, or scheduling conflicts).
4. On-Site Clinical Service Option
In lieu of a monetary refund, and at the sole discretion of MEDANA management, clients may be eligible to receive their contracted surgical or clinical services at our designated on-site clinic.
- MEDANA’s Responsibility: MEDANA will cover the costs associated specifically with surgical procedure and immediate clinical care.
- Client’s Responsibility: The client is exclusively responsible for all ancillary costs, including but not limited to:
- Round-trip airfare and transportation.
- Off-site lodging and accommodations.
- Meals and incidental expenses.
- Any necessary travel documentation or visas.
Failure to secure travel or accommodation does not entitle the client to a refund of their deposit.
5. Reporting and Authorizations
If a client is dissatisfied with a received product, notice must be provided to MEDANA via email (info[at]medana.com) or telephone (+1 548 761 6936) within two (2) calendar days of receipt.
- Weekend/Holiday Exception: If delivery occurs on a Friday or a legal Federal Holiday, notification must be submitted on the following business day.
- Authorization Required: No returns or service adjustments will be recognized or accepted without prior written authorization from MEDANA Customer Services.
6. Defective Goods and Administrative Errors
MEDANA will cover return postage costs only in instances where an item is proven to be defective upon arrival or was shipped due to a documented administrative error by our facility. In these cases, the item will be replaced or credit for on-site services will be issued; however, the non-refundable deposit policy remains in effect.