Returned Packages

Returned Package Policy (Undeliverable / Returned-to-Sender Packages)

Last Updated: January 1st, 2026

Overview

This policy applies to packages that are returned to us by the shipping carrier for reasons related to the shipping address or delivery issues provided by the customer. Examples include (but are not limited to):

• Incorrect or incomplete shipping address
• Recipient has moved / forwarding address unavailable
• House number or street does not exist / invalid address
• Package rejected or refused at the door
• Unsuccessful delivery attempts (e.g., no one available to receive, access issues)
• Other address-related or recipient-related reasons that result in the carrier returning the package to us

It is the customer’s sole responsibility to provide a complete, accurate, and deliverable shipping address at the time of checkout and to review that address carefully before completing the order (including on the order confirmation). By placing an order on this website, you acknowledge and agree to this Returned Package Policy in full.

What Happens When a Package Is Returned

Once we receive the returned package back at our facility:

1. We will inspect the package and its contents to confirm condition and completeness.
2. The order will be automatically canceled.
3. A refund will be issued to the original payment method, minus the fees described below.

We will notify you by email once the package has been received and the cancellation/refund has been processed.

Fees Deducted from the Refund

The following amounts are non-refundable and will be deducted from your refund:

• Actual shipping fee charged on the original order (outbound shipping cost).
• Restocking / processing fee of 10% of the merchandise subtotal, or $10, whichever is greater. This fee helps cover the costs of receiving, inspecting, handling, and reprocessing the returned package.

Example calculation:
Order merchandise subtotal: $85.00
Original shipping: $12.50
Restocking fee: Greater of 10% of $85 ($8.50) or $10 → $10.00
Refund amount: $85.00 − $10.00 = $75.00 (shipping of $12.50 is not refunded)

Any applicable sales tax will be refunded in proportion to the refunded merchandise amount, subject to applicable tax rules.

Package Condition and Inspection

Refunds are issued only for packages returned in resalable condition with all original items, packaging, and accessories intact. If the returned package is damaged, incomplete, missing items, or shows signs of use or tampering, we reserve the right to deduct additional amounts or deny the refund entirely.

Important Notes

• This policy applies only to packages returned to us by the carrier due to the reasons listed above. It does not apply to standard customer-initiated returns for other reasons (please see our main Return Policy) or to packages returned due to our error.
• We do not automatically reship packages returned for address issues. If you would like to discuss a reshipment instead of cancellation (subject to availability and payment of new shipping costs), contact us promptly after receiving our notification.
• Address corrections or changes are generally only possible before the package ships. Contact us immediately if you notice an address error after placing your order.
• Original shipping charges are never refunded when a package is returned due to customer-provided address or delivery issues.
• This policy is part of our overall Terms and Conditions. Placing an order constitutes your acceptance of these terms.

Questions or Disputes

If you believe a package was returned due to an error on our part or have questions about a specific order, please contact us within 7 days of receiving our notification email at sales@medplex.com with your order number. We will review the situation in good faith.

We recommend double-checking your shipping address at checkout and on the order confirmation email to avoid returns and fees.