Healthxchange Ireland Return Policy

Return Policy

This Return Policy forms part of the Terms and Conditions of Sale between HealthXChange Ireland ("we", "us", "our") and the customer ("you", "your") purchasing goods from us. It applies to all orders placed via our Shopify store, email or phone unless otherwise agreed in writing.

We sell exclusively to business customers. By placing an order with us, you confirm that you are purchasing as a business, for the purposes of trade, business, or profession, and not as a consumer for personal use. Accordingly, the EU Consumer Rights Directive 2011/83/EU and the European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013 (S.I. No. 484/2013) - including the statutory 14-day right of withdrawal available to consumers - do not apply to orders placed with us. Nothing in this Policy affects your statutory rights under Irish law governing the sale of goods between businesses, including the Sale of Goods and Supply of Services Act 1980 (as amended), under which goods must be of merchantable quality, fit for purpose, and as described.

Medicinal Products and Medical Devices

Medicinal products and medical devices are not returnable, except where they are faulty, damaged, or not as ordered on delivery. This reflects the wholesale distribution and Good Distribution Practice (GDP) requirements we operate under: once a medicinal product or medical device has left our premises, we cannot guarantee the storage conditions, integrity, or traceability required to safely return it to saleable stock, and accepting such returns would put patient safety and regulatory compliance at risk. Faulty or damaged medicinal products and medical devices are handled under the process described below.

Returns of Other Products

Products other than medicinal products and medical devices may be returned, but every return is assessed on its own merits, taking into account the reason for the return, the condition of the goods, and the circumstances of the order. Whether a product ultimately qualifies for return, and on what terms, will depend on whether the issue relates to a fault or damage, or to an ordering error or change of mind, as these are treated differently below. A return request must reach us within three working days of you receiving the goods; requests made after this window will not normally be accepted.

Faulty or Damaged Products

Where a product arrives faulty, damaged, or not as described, we ask that you raise this with us promptly, within three working days of receipt, and provide clear photo or video evidence of the issue so that we can properly assess it. We treat every such report seriously and will look into it based on the evidence provided and any other relevant information, aiming to come back to you with a decision within five working days of your request. Where we agree that a return is warranted, we take care of the practicalities: we will arrange for the product to be collected at our own cost, and you will be able to choose between a replacement or a full refund. If, following our investigation, we don't consider the item to be faulty or damaged, we will explain why, and this will not affect any statutory rights you may otherwise have.

Returns for Ordering Errors or Change of Mind

Where you'd like to return a product because the wrong size, product, or quantity was ordered, or because you've simply changed your mind, different terms apply, reflecting that the issue in these cases does not lie with us. These returns remain at our discretion and are considered case by case, and where accepted, responsibility for getting the goods back to us sits with you: the product should be sent back using a tracked courier service, at your own cost, rather than by ordinary post, so that the shipment can be traced and its delivery confirmed. We also ask that the product be sealed, in its original packaging, and in a condition that allows us to resell it, since this is what allows us to bring it back into stock. Once we've received the item and confirmed it meets this standard, we will process a full refund.

Refunds

Once a return has been approved and, where applicable, the goods received and checked, refunds are typically processed within five working days on our side. We issue refunds back to the original payment method used for the order. The time it then takes for the funds to actually reach your account is governed by your bank or card provider's own processes, and is outside of our control.

Getting in Touch

If you'd like to discuss a return, please get in touch with our customer service team, letting us know your order number, the product involved, and the reason for the return, along with any supporting photos or video where relevant. We'll confirm we've received your request and take it from there.

orders@healthxchange.ie / +353 1 4568360

Your Statutory Rights

This Policy sits alongside, and does not limit or replace, the rights you have by law as a business customer. Your rights and remedies remain governed by the underlying contract of sale and applicable Irish law, including the Sale of Goods and Supply of Services Act 1980 (as amended), under which goods must be of merchantable quality, fit for purpose, and as described. As noted above, we sell exclusively to business customers, and EU/Irish consumer protection legislation does not apply to orders placed through our store. If you ever have concerns about how a return has been handled, please do reach out to us directly.

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Last updated: 21/07/2026

Approved by: Ahmad Abu Elhayja

Signature: _______________________

Date of Issue: 21st July 2026. Effective: 24th July 2026

Review due (date): July 2027