Refund policy
# Refund and Return Policy
Last updated: [2026-5-1]
At OLERN Medical, operated by ZHENG HE CROSS-BORDER LIMITED, we want
you to be fully satisfied with your purchase. This policy explains
when and how you can return a product and receive a refund.
---
## 1. Return Window
You may request a return within **30 days** of receiving your order.
Requests submitted after the 30-day window cannot be accepted, except
where required by applicable U.S. consumer protection law or where the
product is covered under a separate warranty claim.
---
## 2. Eligibility for Return
To be eligible for return, the product must meet **all** of the
following conditions:
- Item is in **new, unused condition**, with no signs of installation,
assembly, or wear
- Item is returned in its **original packaging**, including all
accessories, manuals, protective foam, and parts
- Original proof of purchase (order number or invoice) is provided
- A Return Merchandise Authorization (RMA) number has been issued by
our customer service team (see Section 4)
The following items are **not eligible for return**:
- Items showing signs of use, installation, or damage caused by the
customer
- Items returned without prior RMA authorization
- Final-sale or clearance items clearly marked as non-returnable on the
product page
- Custom or made-to-order products
- Products returned more than 30 days after delivery
---
## 3. Restocking Fee
Because our products are large medical equipment items requiring
inspection, repackaging, and re-warehousing, a **restocking fee of 15%**
of the product price applies to all non-defective returns.
Returns due to a confirmed product defect, damage in transit, or
shipping error on our part are **not subject to a restocking fee**.
---
## 4. How to Request a Return
To start a return, please email **support@olernmedical.com** with the
following information:
1. Your order number
2. The name of the item(s) you want to return
3. The reason for return
4. Photos of the product and packaging (required for damaged or
defective items)
Within **1–2 business days**, our team will review your request and, if
approved, send you:
- A unique **RMA number**
- The correct **U.S. return address** for your specific item
- Step-by-step return instructions
**Please do not ship items back without an RMA number.** Returns sent
to an unauthorized address or without an RMA will not be processed and
cannot be refunded.
---
## 5. Return Shipping Costs
- **Defective, damaged, or incorrect items:** OLERN Medical covers all
return shipping costs. We will provide a prepaid return label.
- **Customer-initiated returns** (change of mind, no longer needed,
ordered wrong model, etc.): The customer is responsible for return
shipping costs.
Because our products are heavy medical equipment, we strongly recommend
using a tracked, insured freight service for your return. OLERN Medical
is not responsible for items lost or damaged in return transit.
---
## 6. Refunds
Once we receive and inspect your returned item, we will notify you of
the approval or rejection of your refund.
- Approved refunds are processed back to your **original payment method
(PayPal)** within **3–5 business days**
- Refund amount = product price – restocking fee (if applicable) –
original shipping cost (if applicable)
- Original shipping charges are **non-refundable** unless the return is
due to our error
Depending on your payment provider, it may take additional time for the
refund to appear in your account.
---
## 7. Damaged or Defective Items
If your item arrives damaged or defective, please contact us within
**7 days of delivery** at **support@olernmedical.com** with:
- Order number
- Clear photos of the damaged product
- Photos of the outer shipping packaging
We will arrange a replacement, repair, or full refund at no cost to you.
---
## 8. Order Cancellations
You may cancel an order free of charge **before it has shipped** by
emailing support@olernmedical.com.
Once an order has been dispatched from our warehouse, it can no longer
be cancelled, and the standard return policy applies.
---
## 9. Contact
For any questions about this policy, please reach out to us:
**OLERN Medical** (operated by ZHENG HE CROSS-BORDER LIMITED)
Email: **support@olernmedical.com**
Hours: Monday – Friday, 9:00 AM – 6:00 PM EST
Registered Office:
Room Q, Unit 608, 6/F Metro Loft
38 Kwai Hei Street
Kwai Chung, N.T.
Hong Kong 999077