Wholesale Order Cancellation and Change Policy

1. Purpose: This policy outlines the procedures and guidelines for handling cancellations and changes to wholesale orders to ensure a smooth process for our customers and maintain efficient operations.

2. Scope: This policy applies to all wholesale customers and orders placed with Refuge Medical.

3. Definitions:

• Wholesale Order: Any order placed by a customer that qualifies for wholesale pricing and terms.
• Cancellation: The act of terminating a wholesale order before it has been processed for shipment.
• Change: Any modification to the details of a wholesale order, including quantity, product specifications, shipping details, and delivery dates.

4. General Guidelines:

• Customers should review their orders carefully before submission.
• All requests for cancellations or changes must be submitted in writing via email to [email protected] or through your sales Representative.

5. Cancellation Policy:

• Timeframe: Cancellations must be requested within 24 hours of placing the order to avoid any processing fees.
• Processing Fee: If a cancellation request is made after 24 hours but before the order is processed for shipment, a processing fee of 30% of the order value will apply.
• Non-Cancellable Orders: Orders already processed for shipment cannot be cancelled.

6. Change Policy:

• Timeframe: Requests for changes must be submitted within 24 hours of placing the order.
• Approval: All change requests are subject to approval based on inventory availability and other logistical considerations.
• Fees: Changes that increase the order value will be billed accordingly. Changes that reduce the order value may incur a restocking fee of 30% of the reduced amount.
• Non-Changeable Orders: Once an order has been processed for shipment, no changes can be made.

7. Process for Requesting Cancellations or Changes:

• Submission: Submit a written request including the order number, customer name, and details of the cancellation or change to [email protected]
• Confirmation: You will receive a confirmation email acknowledging receipt of your request within 24 hours
• Approval and Adjustment: If the request is approved, the necessary adjustments will be made, and a revised order confirmation will be sent to you. If the request cannot be accommodated, you will be notified promptly.

8. Contact Information: For any questions or further assistance, please contact our customer service team at:

• Email: [email protected]
• Phone: 918-817-9264

9. Refund Policy: All refunds will be made within 30 days of request being approved. 

10. Policy Updates:  Refuge Medical reserves the right to update or modify this policy at any time. Customers will be notified of any significant changes.

Effective Date: This policy is effective as of 6/1/24.