Cancellation, Return & Refund Policy

Overview

Geo-Metric Procurement is committed to ensuring your satisfaction with every order. This policy outlines the process for order cancellations, returns, after-sales requests, and refunds for durable medical equipment purchased through our platform.

Order Cancellation

You may cancel an order through self-service if all of the following conditions are met:

• The order has not yet been submitted to the vendor for fulfillment
• No more than 30 minutes have passed since payment was completed — or, for an order placed on invoice terms and not yet paid, since the order was placed
• Your organization has not used its self-service cancellation allowance in the current calendar month (limited to one cancellation per organization per month)

If your order is eligible, a "Cancel Order" option will appear on the order detail page.

What cancellation returns to you depends on how the order was being paid:

• Already paid by card or ACH: a full refund is issued to your original payment method.
• On invoice terms and not yet paid: there is no payment to refund. The invoice is canceled and the amount is no longer owed, and the canceled amount stops counting against your organization's available credit.
• Released against a purchasing contract: in addition to the above, the quantities the order had drawn down are returned to the contract and become available to order again.

Orders no longer eligible for self-service cancellation

Once the order has been accepted, or the cancellation window has expired, the order cannot be canceled through the platform. In rare circumstances requiring an exception, our operations team may process a cancellation internally on a case-by-case basis. This is not guaranteed and should not be relied upon.

Eligibility for Returns

You may submit an after-sales request if any of the following apply:

• Item not received: Your order or specific items within an order were not delivered
• Wrong item: You received a product different from what was ordered
• Damaged goods: Products arrived damaged or defective
• Missing items: Your shipment was incomplete
• Other issues: Any other order-related concern not covered above

After-Sales Request Process

To initiate a return or report an issue:

1. Navigate to your order detail page from your order history
2. Select the "Request After-Sales Support" option
3. Choose the affected item(s) from your order
4. Select the reason that best describes your issue from the structured list
5. Provide additional details in the description field if needed
6. Submit your request

Our operations team will review your request and respond through the Platform's messaging system. You can track the status of your request from your order detail page.

Refund Processing

Once your after-sales request has been reviewed and approved, refunds are processed as follows:

• Where payment has already been collected, refunds are issued to the original payment method via Stripe. Where an invoice on net terms is still unpaid, the adjustment is made as a credit note against that invoice instead
• Both full and partial refunds are supported, depending on the nature of the issue
• Refund processing typically takes 5–10 business days to appear on your statement
• You will be notified through the Platform when your refund has been initiated

Partial Shipments

If items in your order are out of stock at the time of fulfillment, in-stock items will be shipped and the remaining items will be refunded. By placing an order, you acknowledge and accept this partial fulfillment policy.

Timeframes

• Reporting window: After-sales requests should be submitted within 30 days of delivery
• Review period: Our team will review your request within 2 business days
• Refund processing: Approved refunds are initiated within 3 business days of approval

Exceptions

Certain durable medical equipment may be subject to specific return restrictions based on manufacturer policies, FDA regulations, or hygiene requirements. Items that have been used, modified, or had their original packaging compromised may not be eligible for return. Our team will advise you of any applicable restrictions when reviewing your request.

Contact

For questions about returns or refunds, please reach out through our Contact page or use the in-platform messaging system for order-specific inquiries.