Return & Refund Policy

Effective Date: August 7, 2026
Last Updated: October 1, 2026

VisionX Enterprise Pvt. Ltd. ("VisionX", "we", "us", or "our") is committed to providing customers with a clear and transparent process for product returns, exchanges, cancellations, and refunds.

VisionX operates as a multi-vendor healthcare marketplace connecting customers with healthcare product sellers, manufacturers, distributors, rental providers, diagnostic laboratories, and service providers across Nepal. Because healthcare products and services may have specific safety, hygiene, regulatory, and usage requirements, return eligibility may vary by product or service.

This Return & Refund Policy applies to eligible products purchased through the VisionX platform. Product-specific terms displayed on the product page or provided with an order may also apply.

1. Return Window

For eligible new products, customers may request a return within 14 days of receiving the product.

The 14-day return period begins on the date the customer receives the order. A return must be requested within this period to be considered for approval.

Certain healthcare products and services may be excluded from returns because of safety, hygiene, regulatory, or service-completion requirements. Such exclusions are described in this policy and, where applicable, on the relevant product or service page.

2. Return Cost

Eligible returns are free of charge.

VisionX does not charge customers a return fee for an approved eligible return.

Where a return is required because the product is defective, damaged during delivery, incorrect, or materially different from the product ordered, VisionX will coordinate the appropriate return process with the relevant vendor or logistics partner.

3. Return Eligibility

To qualify for a return, the following conditions generally apply:

• The return request must be submitted within 14 days of delivery.
• The product must be new, unused, and in resalable condition, unless the return is due to a defect, damage, incorrect item, or another issue approved by VisionX.
• The original packaging should be retained where applicable.
• Accessories, manuals, tags, certificates, and other items supplied with the product should be included where applicable.
• The product must not have been damaged through misuse, negligence, unauthorized modification, or improper handling.
• Proof of purchase or order information may be required.

Additional product-specific conditions may apply.

4. Defective, Damaged, or Incorrect Products

If you receive a product that is defective, damaged, incorrect, incomplete, or materially different from the product ordered, please contact VisionX as soon as possible.

Customers should inspect products and packaging promptly after delivery.

For products that arrive visibly damaged, customers may be asked to provide photographs or videos of:

• The outer packaging;
• The product;
• Any visible damage;
• The product label or serial number; and
• The order or invoice.

After verification, VisionX may coordinate one of the following resolutions with the relevant vendor:

• Replacement;
• Exchange;
• Repair, where applicable; or
• Refund.

5. Products That May Not Be Returnable

Certain products and services may not be eligible for return or refund because of healthcare safety, hygiene, regulatory, or service-completion requirements.

These may include:

• Opened or used hygiene-sensitive healthcare products;
• Single-use medical consumables;
• Products that cannot safely be resold after opening or use;
• Certain pharmaceutical or regulated healthcare products;
• Diagnostic tests or laboratory services once the service has been performed;
• Personalized or customized products;
• Specially ordered products where cancellation or return is not permitted;
• Services that have already been completed; and
• Other products specifically identified as non-returnable on their product or service page.

Where a product is subject to a specific return restriction, the applicable restriction will take precedence over the general return provisions of this policy.

6. Healthcare and Medical Products

Healthcare products may be subject to additional safety and hygiene requirements.

For this reason, opening, using, installing, or otherwise altering certain medical products may affect return eligibility.

Customers should review the product information and applicable return conditions before opening or using a healthcare product.

Nothing in this policy overrides applicable safety, regulatory, medical-device, pharmaceutical, or other legal requirements.

7. Exchanges

VisionX accepts exchanges for eligible products where an exchange is available.

An exchange may be arranged where:

• The product is defective;
• The product was damaged during delivery;
• An incorrect product was delivered; or
• Another eligible return reason has been approved.

Exchange availability may depend on stock availability.

If the requested replacement is unavailable, an eligible customer may instead receive a refund or another appropriate resolution.

8. How to Request a Return

To request a return, contact VisionX using the contact details below.

Please provide:

• Order number;
• Customer name;
• Product name;
• Reason for the return;
• Date of delivery; and
• Photographs or other supporting information where applicable.

Email: info@visionx.com.np

Our team will review the request and provide the applicable return instructions.

9. Return Method

Depending on the product, vendor, location, and order, an eligible return may be handled through:

• Courier or logistics collection;
• Return by mail or courier; or
• An in-person return where an applicable seller or return location is available.

Customers should not send products back without first receiving return instructions from VisionX or the relevant vendor.

10. Return Inspection

Returned products may be inspected by VisionX, the relevant vendor, or an authorized service partner.

The inspection may verify:

• Product condition;
• Packaging and included accessories;
• Serial numbers or product identification;
• Signs of use, damage, or modification; and
• Compliance with the applicable return conditions.

A refund or exchange will be processed after the return has been reviewed and approved.

11. Refunds

Once an eligible return has been received and approved, VisionX will initiate the applicable refund.

Where possible, refunds will be made through the original payment method.

The time required for the refund to appear in the customer's account may depend on the payment provider, bank, wallet, card issuer, or other financial institution.

For marketplace orders supplied by third-party vendors, VisionX may need to coordinate the refund with the relevant vendor.

12. Refund Amount

For an approved eligible return, the customer will generally receive a refund for the amount paid for the returned product, subject to the applicable product and order terms.

If only part of an order is returned, the refund will generally apply only to the eligible returned item or items.

Any applicable deductions or exclusions will be communicated to the customer where relevant.

13. Order Cancellation

Customers should contact VisionX as soon as possible if they wish to cancel an order.

Cancellation eligibility may depend on the status of the order.

An order that has already been dispatched, delivered, customized, fulfilled, or otherwise processed may no longer be eligible for cancellation and may instead be handled under the applicable return policy.

14. Medical Equipment Rentals

Rental equipment is not covered by the standard 14-day retail product return window.

Medical equipment rentals are governed by the rental agreement and the terms displayed for the applicable rental product.

Rental equipment must be returned at the end of the agreed rental period according to the applicable rental instructions.

Renters are responsible for loss, theft, contamination, physical damage, misuse, negligence, unauthorized modification, or failure to return equipment, except for ordinary wear and tear, in accordance with the applicable rental terms.

Any applicable security deposit will be handled according to the rental terms.

15. Diagnostic and Home Healthcare Services

Diagnostic testing, laboratory services, home nursing, caregiver services, and other healthcare services are generally not treated as ordinary retail product returns.

Once a service has been performed or fulfilled, it may not be eligible for cancellation or refund except where required by applicable law or where VisionX or the relevant service provider approves a refund.

Diagnostic testing and clinical services may also be subject to the terms and policies of the relevant healthcare provider or laboratory.

16. Marketplace and Vendor-Specific Terms

VisionX operates as a multi-vendor healthcare marketplace. Products may be supplied by manufacturers, authorized distributors, or verified local vendors.

Some products may therefore have additional warranty, replacement, return, or refund conditions.

Where a product-specific condition applies, it will be communicated through the relevant product, order, vendor, or service information.

VisionX may coordinate returns and refunds between customers, vendors, logistics partners, and payment providers.

17. Vendor-Fulfilled Orders

Where a product is fulfilled by a third-party vendor, the vendor may be responsible for product inspection, replacement, warranty, or other product-level obligations.

VisionX will facilitate communication and return/refund coordination in accordance with the applicable order and marketplace terms.

18. Fraudulent or Abusive Returns

VisionX reserves the right to investigate suspected fraudulent, abusive, or repeated misuse of the return and refund process.

This may include situations involving:

• False claims of damage or defects;
• Product substitution;
• Deliberate damage;
• Unauthorized use or modification;
• Repeated abusive returns; or
• Attempts to obtain refunds without returning eligible products.

Where appropriate and permitted by applicable law, VisionX may decline a return or take other appropriate action.

19. Changes to This Policy

VisionX may update this Return & Refund Policy from time to time to reflect changes in our services, marketplace operations, applicable requirements, or return procedures.

Any updated version will be published on this page with the applicable effective or updated date.

20. Contact Us

If you have questions about returns, exchanges, cancellations, or refunds, please contact us:

VisionX Enterprise Pvt. Ltd.
Kathmandu, Nepal
Email: info@visionx.com.np

For all return, refund, exchange, cancellation, privacy, order, vendor, partnership, and general support inquiries, please use our single official email address: info@visionx.com.np.