Return & Refund Policy

SHIPPING POLICY

 How Shipping Works

• Each vendor ships their own products using their preferred carriers.

• Shipping fees, methods (e.g., standard, express), and estimated delivery times are set by the vendor and shown on the product page or at checkout.

• If your order includes products from multiple vendors, you’ll receive separate shipments and tracking numbers.

Shipping Destinations

• Available shipping locations depend on the vendor.

• At checkout, only products that can be shipped to your selected address will be available for purchase.

Tracking Your Order

• Once your order is shipped, you’ll receive a notification with a tracking number, if provided.

• You can check the status of your orders anytime by logging into your account under My Orders.

1. Log into your EirMed account and go to My Orders

2. Select the order and click Request Return or Contact Seller

3. Provide a reason for the return and include photos if the item is damaged or incorrect

4. The vendor will respond within 3 business days

If the issue is not resolved, EirMed Fertility Support will assist in reaching a fair resolution. You can email dispute@eirmedltd.com

This policy applies to:

• Shipped Orders (via courier or postal service)

   

• Local Delivery Orders (delivered by the vendor or local courier)
  

• Local Pickup Orders (collected in person by the buyer)

You can check the status of your orders anytime by logging into your account under My Orders.

✅ Eligible Returns

You may request a return or refund if:

• Your item arrives damaged, defective, or different from the description

• You receive the wrong item

• The product qualifies for return under the vendor’s policy and is unused and in original packaging

All return requests must be submitted within 7 days of delivery.

Due to the sensitive nature of fertility and wellness products, the following items are not eligible for return or refund unless they arrive damaged, defective, or incorrect:

• Opened or used supplements, teas, or ingestible products.

• Items with broken seals or tampered packaging.

• Personal care products (e.g., thermometers, ovulation kits, menstrual cups) that have been opened or used.

• Digital products, downloads, or online programs.

• Clearance or final sale items.

• Personal hygiene products (e.g., test kits, feminine care items)

• Any item marked as “non-returnable” or “final sale” on the product page

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect product:

1. Contact the vendor within 7 days of delivery with your order number, a description of the issue, and photos.

2. The vendor will review and, if approved, arrange a replacement, exchange, or refund.

3. Refunds will be processed using the original payment method once the product has been returned (if required).

All return requests must be submitted within 7 days of delivery.

Please check the return policy on the product page before completing your purchase.

Last Updated: August 1, 2025

Refund Process

• Refunds are issued to your original payment method

• Once the vendor approves your return or refund, it will be processed within 3–7 business days

• Original shipping costs may not be refunded unless the item was incorrect or defective

Return Shipping Costs

• If the return is due to a seller error (e.g., wrong or damaged item), the vendor will cover return shipping

• If you are returning for personal reasons (e.g., changed your mind), you may be responsible for return shipping costs, depending on the vendor’s policy

If the vendor requests the item to be returned:

• You are responsible for return shipping costs unless:

  • The item was incorrect, damaged, or defective

   

• You must ship the item back within 5 days of the return approval
  

• Use a trackable shipping method and share tracking details with the vendor

EirMed monitors all vendors to ensure fair treatment. If a vendor fails to:

• Respond in a timely manner

• Deliver the correct product

• Honor refund agreements

Our support team will intervene, review the case, and ensure you are not left unprotected. You may receive:

• A full refund

• Partial refund

• EirMed store credit (case-by-case basis)

• Refunds may not be granted if:

  • You opened or used a non-returnable item (unless defective)

  • You submitted a request after the eligible return window

  • You refuse delivery without justification.

  • The vendor has proof of successful delivery (with tracking or pickup confirmation)

  • You refused delivery without cause

   

If the vendor responds within 48 hours with valid tracking, no refund is needed.

If there’s no response or tracking is missing, escalate to EirMed Support for resolution.

You can request admin help within your order details. Our team reviews your case and may issue a refund if delivery cannot be verified.

Contact us anytime at support@eirmedltd.com or through the Help Center in your account dashboard.

When a buyer requests a return, follow these steps to ensure fair resolution in line with EirMed-style best practices.

1. Review the Return Request

• Go to your Vendor Dashboard → Orders

• Locate the order and click “View”

• Check for a return request or message from the buyer

• Review details including buyer’s reason and any attached photos

2. Respond Within 3 Days

• Confirm whether you accept or request more info

• Typical buyer reasons include:

  • Item not as described

  • Damaged, defective, or expired item

  • Wrong item sent

   

Respond promptly—if you don’t reply within 3 business days, the system may auto-approve the return, which could lead to a refund.

3. Approve the Return and Coordinate the Process

• If you approve the return:

  • Provide a return shipping label or ask the buyer to cover return shipping

  • Confirm where and how to send the item back

  • Agree on who pays the return cost (unless it’s your error)

   

• When you receive the returned item:

  • Inspect it

  • If it matches the buyer’s claim, issue a refund

   

4. Process the Refund

• Go to the Order Items section, select “Refund”

• Input refund amount (full or partial)

• Add an optional note (e.g. “Defective product confirmed”)

• Click Refund via gateway or Manual refund

5. Update the Order Status

• After refund, set the status to:

  • Refunded (if fully refunded)

  • Completed (if only partially refunded or buyer keeps part)

   

6. If You Can’t Accept the Return

If you choose to reject the return:

• Provide a clear reason

• The buyer may escalate the case to your platform admin

• Admin may step in to review evidence and potentially issue a refund

When a buyer opens a return, refund, or “item not received” request, and you cannot resolve it within the platform, follow these steps to ask EirMed to step in and help.

 Step 1: Respond to Buyer Within 3 Business Days

• Log in to your Vendor Dashboard → Orders

• Locate the order and view the buyer’s request

• Respond by:

  • Accepting the return

  • Offering a refund or replacement

  • Requesting more information

   

If you fail to respond within 3 business days, the platform may auto-approve the request.

Step 2: If the Issue Persists (Up to 14 Days After Request)

• If you’re still working with the buyer but haven’t resolved the issue, or the buyer escalates the request, you or the buyer can request EirMed admin support.

• This step must be taken within 14 business days of the buyer’s initial request.

Step 3: How to Request Admin Support

1. Go to Vendor Dashboard → Orders, and open the relevant order request

2. Click “Request Admin Support” or “Report Problem”

3. Provide:

   • Details of your interactions with the buyer

   • Evidence such as photos, tracking info, messages

   • Any actions you’ve already taken

    

Step 4: What Happens After Requesting Support?

• EirMed will review the case—including communications, tracking, and evidence

• A decision is made within 48 hours (may take longer if additional info is needed)

• Admin may:

  • Ask buyer to return the item

  • Approve or deny a refund

  • Provide instructions to both parties

   

Final Outcomes

• If you’ve met the conditions, the case will close without action needed from you

• If EirMed determines a refund is required, it may be issued and deducted from your earnings

• You may appeal a decision within 30 calendar days by submitting new evidence.

Best Practices

• Always respond promptly to buyer requests

• Keep detailed records of messages, tracking, and proof

• Be transparent and fair in your communications

• Use your store’s return policy consistently

Contact us anytime at support@eirmedltd.com or through the Help Center in your account dashboard.