MediHope Refund Policy 退款政策（英文 + 中文）
1. Return Period
EN: MediHope offers a 14-day return period. You have 14 days from the date you receive your item to request a return.
中文： MediHope 提供 14 天退货期限。自您收到商品之日起 14 天内，您可提出退货申请。
2. Conditions for Return
EN: To qualify for a return, the item must be:
- Unused and in the same condition as when received, with original tags intact;
- Kept in its original packaging;
- Accompanied by a receipt or valid proof of purchase.
中文： 退货商品必须符合以下条件：
- 未使用，保持收到时的全新状态，并保留所有原始标签；
- 保持原始完整包装；
- 提供有效的购买凭证或付款证明。
3. How to Request a Return
EN: Please log in to your MediHope account and submit a return request according to the prompts. Items returned without prior authorization will not be accepted.
中文： 请登录 MediHope 账户并根据指引提交退货申请。未经授权或未提前申请而寄回的商品恕不接受。
4. Return Shipping & Fees
EN: Original shipping fees are non-refundable. A flat return-shipping fee (e.g. AUD $9.95) will be deducted from your refund. Currently, MediHope does not accept international returns.
中文： 原始运费不予退还。退货可能需支付固定邮费（例如 AUD $9.95），并从退款中扣除。目前 MediHope 暂不接受国际退货。
Additional Policies 附加条款
5. Damaged Parcels & Missing Items Procedure
EN:
Upon delivery, please inspect your parcel before signing. If you notice physical damage, broken seals, missing products, or signs of tampering, you must:
- Take clear photos of the parcel and products;
- Keep all packaging materials;
- Contact MediHope within 48 hours.
Failure to report within 48 hours may affect your eligibility for refund or replacement.
If damages are caused by courier mishandling, MediHope will assist in lodging a carrier claim and may provide a refund, partial refund, or replacement depending on the assessment.
中文：
请在签收前检查包裹。如发现破损、封条损坏、缺件或被拆封痕迹，请务必：
- 清晰拍摄包裹及产品照片；
- 保留所有包装材料；
- 在 48 小时内联系 MediHope。
若未在 48 小时内报告，将可能影响退款或更换的权益。
若损坏由物流运输造成，MediHope 将协助发起物流索赔，并根据情况提供退款、部分退款或更换服务。
6. Signature-on-Delivery Requirement
EN:
To protect product quality and prevent delivery disputes, some MediHope parcels may require signature on delivery. If you choose “Authority to Leave,” MediHope is not responsible for:
- Lost parcels
- Theft after delivery
- Damage caused by weather or external environment
中文：
为保障商品品质及避免物流纠纷，部分 MediHope 包裹可能需要签收。如您选择“允许无人在场放置（Authority to Leave）”，MediHope 将不承担以下责任：
- 包裹遗失；
- 投递后被盗；
- 因天气或外部环境造成的损坏。
7. Refund Exemptions for Herbal Products (If Applicable)
EN:
Due to safety, hygiene, and therapeutic integrity, herbal products—including but not limited to:
- Raw herbs
- Herbal granules
- Herbal powders
- Herbal capsules or tablets
- Customized formulas
are not eligible for return or refund, unless there is clear evidence of:
- Wrong item sent
- Product contamination
- Severe physical damage upon arrival
Once a herbal product leaves MediHope, its storage and safety cannot be monitored; therefore, refunds are restricted to protect consumer safety.
中文：
因安全、卫生及疗效因素，以下中药类商品不接受退货或退款：
- 中药饮片；
- 中药颗粒剂；
- 中药粉剂；
- 中药胶囊或丸剂；
- 个性化定制处方。
除非有明确证据显示：
- 发错产品；
- 产品污染；
- 到货时严重损坏。
中药产品一旦离开 MediHope，其储存及安全风险无法监控，因此退换政策将作限制，以保障消费者安全。
8. Stock-Shortage Replacement Policy
EN:
If an item you purchased is out of stock, MediHope may contact you to offer one of the following solutions:
- Same-value substitution
- Upgrade with partial cost adjustment
- Refund of the affected item
- Delivery delay upon your approval
中文：
若您购买的商品暂时缺货，MediHope 可能与您联系并提供以下解决方案：
- 同等价值替代；
- 升级商品并调整差额；
- 对缺货商品进行退款；
- 经您同意后延迟发货。
9. Warranty Clauses
EN:
Certain products may include manufacturer warranty. Warranty coverage applies only to:
- Manufacturing defects
- Functional failures under normal use
Warranty does not apply to:
- Improper storage
- Self-modification
- Mishandling
- Expired products
- Damage caused by environmental exposure
All warranty decisions are based on MediHope’s assessment and/or manufacturer evaluation.
中文：
部分商品可能享有厂家质保。质保范围仅限：
- 制造缺陷；
- 在正常使用下出现的功能性故障。
以下情况不在质保范围内：
- 存放不当；
- 擅自拆卸或改装；
- 操作不当；
- 超过保质期；
- 外部环境造成损坏。
所有质保结果将以 MediHope 或厂家评估为准。
Standard Return Clauses 标准退换条款
10. Non-Returnable Items
EN:
The following items are not eligible for return:
- Perishable goods
- Customized products
- Personal care items
- Hazardous materials
- Sale/discount items
- Gift cards
中文：
以下商品不接受退货：
- 易腐品
- 定制商品
- 私人护理用品
- 危险品或易燃品
- 折扣商品
- 礼品卡
11. Exchanges
EN: MediHope does not offer direct exchanges. Please return the item (if eligible) and place a new order.
中文： MediHope 不提供直接换货服务。如需更换商品，请先退货（视条件而定），再另行下单。
12. Refund Processing
EN: Once we receive and inspect the returned item, and the return is approved, refunds will be issued through the original payment method. Timeframes vary based on your bank or card issuer.
中文： 当我们收到并检查退货商品并批准后，将通过原付款方式进行退款。退款到账时间根据银行或信用卡机构处理速度而定。
13. Contact Us 联系方式
EN:
For questions or concerns about returns, refunds, delivery, or product conditions, please contact MediHope customer service.
中文：
如对退换货、退款、配送或产品情况有任何疑问，请随时联系 MediHope 客服团队，我们将竭诚协助。