Return and Refund Policy

We value your business and aim to ensure that you are satisfied with products purchased from Firstar Healthcare Co., Ltd. (Guangzhou) (“FIRSTAR”, “we”, “us” or “our”). This policy explains the procedures and conditions for returning products purchased through www.china-firstar.com.

1. Return Eligibility Window

• You may request a return within 30 calendar days after receiving your order. The delivery date is determined by the carrier’s delivery confirmation.
• Return requests submitted after this 30-day period may not be accepted.

2. Eligible Reasons for Return

We accept return requests for the following reasons:

• The item received is incorrect, damaged on arrival or defective.
• You have changed your mind or no longer need the item, subject to the conditions below concerning shipping costs and item condition.

3. Conditions for Return

To be eligible for return, an item must:

• Be in its original, unused and unopened condition, especially in the case of sterile or sealed products.
• Include all original packaging, accessories, manuals, labels and tags.
• Be free from damage, alteration or signs of use by the customer.
• Be accompanied by proof of purchase, such as an order number or invoice.

A returned item that does not meet these conditions may be rejected or may qualify only for a partial refund at our discretion.

4. How to Initiate a Return

Contact our Customer Service team before sending an item back. This allows us to provide the correct instructions and process the return efficiently.

• Email: sales@china-firstar.com
• Phone: +86 20 3902 6210
• Online contact form: Contact FIRSTAR

Provide your order number and the reason for the return. Our team will explain the next steps and may issue a Return Authorization (RA) number. If an RA number is issued, mark it clearly on the outside of the return package.

5. Return Shipping Costs

• Incorrect, damaged or defective items: FIRSTAR will cover reasonable return shipping costs. Follow the shipping instructions provided by our Customer Service team.
• Change of mind or reasons other than our error: The buyer is responsible for return shipping costs. Original shipping fees are non-refundable. We recommend using a trackable shipping service.

6. Refund Process

• After we receive the returned item, we will inspect it to confirm that it meets the conditions in Section 3.
• Once approved, the refund will be issued to the original payment method used for the purchase.
• Allow approximately seven business days after receipt and inspection for us to process the refund. A bank or payment provider may require additional time to credit the funds to your account.

7. Return Address

Send an authorized return, clearly marked with any issued RA number, to:

8. Non-Returnable Items and Exceptions

For health and safety reasons, the following items are generally not eligible for return unless they arrive damaged, defective or incorrect:

• Custom-made or specially configured products.
• Items marked “Final Sale” or “Non-Returnable”.
• Sterile products or items with a broken safety seal or opened packaging.
• Personal-care or hygiene-related items.
• Products requiring specific storage conditions, such as temperature control, if evidence indicates improper storage after delivery.

Review the product description carefully or contact us before purchasing if you are unsure whether an item is eligible for return.

9. Partial Returns

If you ordered multiple items and want to return only part of the order, contact Customer Service to confirm eligibility and receive instructions.

10. Policy Updates and Company Rights

• FIRSTAR reserves the right to refuse a return that does not comply with this policy.
• We may update this Return and Refund Policy. The version in effect at the time of purchase applies to that purchase. The current version is published on this page.

11. Contact Information

For questions about this policy or a specific return, contact us using the methods listed in Section 4.