Return/exchange policy

CAPITAL Medical Supplies assists customers with incorrect, incomplete, damaged, or defective purchases. This policy covers medical equipment, laboratory products, mobility aids, and healthcare consumables purchased from us.

Check your delivery

Please inspect the item, quantity, model, expiry date where applicable, and packaging upon receipt. If something is wrong, contact us as soon as reasonably possible so we can investigate. Keep available packaging, labels, batch or serial numbers, and proof of purchase. Reporting promptly helps us assist you and does not remove rights under Philippine law.

How to request assistance

1. Email info@capitalmedical.ph with your order or invoice number, contact details, product name, and a description of the issue. Other evidence of purchase may be used if the original receipt is unavailable.
2. Include photos if available and safe to take. An unboxing video is not a requirement for reporting a problem.
3. Our team will review the concern and coordinate inspection, safe collection or return instructions, and the applicable remedy. Confirm arrangements before shipping equipment or potentially contaminated items.

Incorrect, damaged, or defective products

Where a product is defective or does not conform to the purchase, repair, replacement, or refund will be handled as applicable under Philippine consumer law. We will explain the assessment and coordinate any necessary shipping and payment arrangements. A manufacturer's warranty supplements, and does not replace, your statutory rights.

Sterile, single-use, and sensitive products

For safety, do not use products with damaged sterile barriers, suspected contamination, or an apparent defect. Keep them separate and contact us. Opened sterile supplies, used single-use items, and temperature-sensitive goods require special handling and may not be suitable for resale. These safety considerations do not exclude remedies for defective or incorrectly supplied goods.

Change of mind and customer-caused damage

For non-defective goods, change-of-mind exchanges are subject to confirmation by our team and any terms agreed before purchase. Contact us before opening or using the item. Misuse, improper storage, unauthorized modification, or normal wear may affect warranty eligibility, depending on the cause and applicable law.

Refunds and follow-up

When a refund is applicable, we will confirm the amount, method, and expected processing time with you. Bank or payment-provider processing may affect when funds arrive. For purchases through a marketplace, use its order-support process as well so your request is recorded.

Nothing in this policy imposes a blanket “No Return, No Exchange” rule on defective goods. See the DTI guidance on consumer remedies.