Embedded Files
PROCESS UPDATE:
Update as of 27 JAN 2025
What's Changing?
No need to return defective items back to the warehouse
Follow the format when putting notes on the discount field when creating the replacement order
FORMAT: Warranty Replacement | Code | Original Order Number
CODE REASON FORMAT
WR-01 Noise / Sound Warranty Replacement | WR-01 | Order Number
WR-02 Smell / Odor Warranty Replacement | WR-02 | Order Number
WR-03r LED / Light / Control Panel Issue Warranty Replacement | WR-03 | Order Number
WR-04 Power / Cord Issue Warranty Replacement | WR-04 | Order Number
WR-05 Damaged Upon Delivery Warranty Replacement | WR-05 | Order Number
WR-06 Damaged / Defective Filter Warranty Replacement | WR-06 | Order Number
WR-07 Fan Issue (Fan not turning) Warranty Replacement | WR-07 | Order Number
WR-08 Other Issue / Defect Warranty Replacement | WR-08 | Order Number
Refer to Replacement Order Codes for additional codes to use.
What's Changing?
Customer’s will be charged for the shipping if the reason customer driven for example Return due to Incorrect Filter Ordered/Customers changed their mind
We will now charge shipping fee for the Replacement Units (replacements are still free)
SIZE SKU SHIPPING FEE
Small MA-CAR / MA-14 / MA-15 / MA- 18 / MA-22 / MA-25 USD 15.00
Medium MA-35 / MA-40 / MA-45 / MA-50 USD 20.00
Large MA-112 / MA-125 USD 60.00
Jumbo MA-1000 / MA-1400 Upon Request
Filter Replacement Filter USD 10.00
When not to charge shipping fee?
Proven defective and within 90 days of receipt
Change of mind within 30 days (does not apply to purely filter purchase on the order)
Customer not at fault for example damaged upon delivery, missing or wrong item shipped
Guide:
Timeline If Then
within 90 days defective unit no need to return, no shipping fee to send replacement unit
resalable (return due buyer's remorse) return without shipping fee charge
incorrect filter ordered (customer's at fault) return w/ shipping charge, deduct shipping charge tot the amount for refund
outside 90 days defective unit no need to return, charge shipping fee to send replacement unit
What’s not changing?
We will still continue to ask the customer to provide video/photo showing the issue of the unit together with the invoice if not purchased from Medify directly
Customers will still need to return item(s) if it’s Return due to Buyer’s Remorse / Change of Mind / Incorrect Filter Ordered (within 30 days return period and the unit or filter is at a resalable state)
Draft Order Tagging will still be included when creating a replacement order
Example Email Template (use as guide)
Note:
You may send the template/ script below after exhausting all the troubleshooting and assessment of the situation including checking warranty eligibility. Make sure to edit the template to only include necessary statement(s).
Hi Customer,
Thank you for reaching out about your air purifier replacement. To process your request as quickly as possible, please provide the following:
Your original order number or purchase order number. If you do not have an order number or purchase order number, we can use details such as the email used for the order, billing address, or other relevant order information.
A photo/video of the defect
Please note that you do not need to send the defective unit back; you can dispose of it at your convenience. A shipping fee of $X applies to the replacement. Once we have identified your order, we will email you a secure payment link to pay the shipping charges and finalize your order. Once payment is received, your replacement order will be sent to our warehouse for fulfillment.
If you have any questions or need assistance, feel free to include them in your reply. We’re here to help!
Note:
No need to request for photo/video if the issue is odor/burning smell
(Follow technical troubleshooting to handle this issue and proceed with replacement if necessary)
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