Quhealthy Buyer Protection
Comprehensive guarantee and mediation for buyers and patients across all marketplace transactions.
30-Day Return Window
30 calendar days to initiate returns on eligible physical products.
No Restocking Fees (0%)
$0 restocking fee or return processing penalties.
1. Marketplace Model & Intermediation Role
QuHealthy Inc. ('Quhealthy', 'the Platform') operates as a multi-vendor digital health marketplace connecting consumers and patients with independent Healthcare Providers and Clinics (PROVIDER), licensed Pharmacies and Diagnostic Laboratories, and certified Medical Suppliers and Device Manufacturers (SUPPLIER). Quhealthy acts as a technology intermediary and transaction guarantor under our Buyer Protection Program, establishing mandatory quality and return standards for all participating vendors.
Estándares Obligatorios de Calidad
Todos los proveedores, farmacias y clínicas que publican en Quhealthy se comprometen contractualmente a cumplir con esta política de devoluciones y con las regulaciones de protección al consumidor (PROFECO y normativas aplicables).
2. Return Policy for Physical Products & Equipment
For physical items ordered via Quhealthy (medical devices, unopened dietary supplements, wellness accessories, and clinical supplies), buyers have 30 calendar days from the confirmed delivery date to request a return.
Eligibility Requirements:
The item must be unused, unaltered, and in pristine aesthetic and operational condition.
Must include original factory packaging, unbroken tamper-evident seals, instruction manuals, accessories, and warranty cards.
Serial and batch/lot numbers must precisely match supplier fulfillment logs.
3. Return Shipping Costs & Fee Structure
Defectos o Envíos Incorrectos
Quhealthy o el proveedor cubre el 100% del costo de paquetería emitiendo una guía prepagada sin cargo alguno para el comprador.
Tarifa de Reabastecimiento
Quhealthy NO cobra penalizaciones, tarifas por reintegración de inventario ni comisiones administrativas de devolución.
En casos de devolución voluntaria o cambio de opinión del cliente, el comprador cubre únicamente la tarifa de transporte de la guía de retorno al centro de despacho del proveedor.
4. Sanitary Exemptions & Non-Returnable Items
In compliance with health and sanitary safety regulations (COFEPRIS, FDA, and international public health directives), the following categories cannot be returned once opened or delivered: • Prescription pharmaceuticals and opened over-the-counter medications. • Personal hygiene items, face masks, needles, catheters, and opened sterile wound care dressings. • Custom-made orthopedic devices or personalized patient prosthetics. • Diagnostic reagents or temperature-sensitive cold chain items once transferred from specialized carrier custody (unless cold chain breach is proven via IoT temperature telemetry).
Medicamentos y Fármacos: Por seguridad de los pacientes, los medicamentos de prescripción y fármacos con sellos violados no pueden reincorporarse al mercado farmacéutico.
Material Estéril e Higiene: Insumos de higiene personal, cánulas, agujas, jeringas y material de curación con empaque primario abierto.
Dispositivos a Medida y Cadena de Frío: Prótesis personalizadas y biológicos/vacunas que requieran refrigeración controlada (salvo falla en telemetría IoT de transporte).
5. Medical Consultation & Appointment Cancellations
Antelación > 24h
100% Reembolso o Reagendamiento
Sin cargos ni penalizaciones al cancelar con al menos 24 horas previas.
Antelación < 24h
Política de la Clínica
Aplica la política informada en el perfil del médico o reagendamiento sujeto a cupo.
Cancelación del Doctor
100% Reembolso Inmediato
Reembolso total automático o cita prioritaria según preferencia del paciente.
6. Refund Methods and Processing Times
Upon item delivery and quality verification at the return facility (1 to 3 business days), refunds are automatically credited to the original payment method: • Credit & Debit Cards (Stripe / MercadoPago): Reflected on your bank statement within 5 to 10 business days depending on your financial institution. • SPEI Bank Wire / Quhealthy Wallet Balance: Processed within 24 to 48 business hours. • Email confirmation with transaction ID is dispatched immediately upon refund release.
5 a 10 días hábiles en verse reflejado en su estado de cuenta según el banco emisor.
24 a 48 horas hábiles con comprobante digital de liquidación.
7. Step-by-Step Return Process
1. Initiate Request: Go to 'My Orders' in your dashboard and click 'Request Return', or contact devoluciones@quhealthy.org with your Order Folio and reason.
2. Authorization & Label: Within 24 business hours, you will receive return authorization and a prepaid shipping label (for eligible cases).
3. Dispatch Package: Drop off the securely packaged item at the designated carrier branch (DHL, FedEx, or assigned carrier).
4. Verification & Refund: Upon inspection, the refund is automatically disbursed.
8. Quhealthy Protection & Dispute Mediation
If a third-party supplier fails to respond to a valid return request within 48 business hours, Quhealthy's mediation team steps in to arbitrate and enforce buyer protection and refunds in full compliance with consumer protection laws (PROFECO / FTC).
9. Official Customer Support & Legal Entity
devoluciones@quhealthy.org
soporte@quhealthy.org
+52 668 184 2487
Sede: QuHealthy Inc., Sinaloa, México
¿Tienes dudas sobre una devolución o cancelación?
Nuestro equipo de soporte y mediación médica te asiste con tu folio de orden en minutos.