Class II Medical Devices - addressing returns of units that are "not returnable" as they are opened and used and considered a biohazard
Does Amazon Ca have any plans to stop authorizing the Class II medical device returns? For example, now Amazon US has an option when you create a listing somehow so that the option to not return is there. Class II medical devices are not meant to be returned as they are considered single user only and are often biohazards. If you purchase the items anywhere other than amazon with its liberal return policy, they are not returnable. For example the breast pump return policy on amazon.ca is as follows (from the amazon website: ) as breast pumps are Class II medical devices.
Returning Breast Pumps
Amazon.ca and most sellers accept returns of unused breast pumps that are in their original condition with the factory seal and packaging intact.
Breast pumps purchased from Amazon.ca are easily returned within 45 days of delivery of shipment via the Returns Centre. Breast pumps purchased from a seller are easily returned within 30 days of delivery. Returns should be in new and unopened condition. You won't be charged return shipping costs for your return.
To initiate a return of an item, whether purchased from Amazon.ca or a seller, please visit the Returns Centre. To view a seller's return policy, click Return Items in the Returns Centre, then click the "seller profile" link to reach the seller's storefront. From there, you can read more about the seller and its return policy.
However, we know (as we sell breast pumps) that Amazon takes these back always, and even if they are opened and used the customer gets a refund. That is against the actual stated policy. However if the instructions are on the check out page it would alleviate returns that should not be happening. Most Class iI medical devices have extensive warranties due to the nature of the products. See the example from an amazon.com listing.
Other Class II sellers what are your thoughts?
Class II Medical Devices - addressing returns of units that are "not returnable" as they are opened and used and considered a biohazard
Does Amazon Ca have any plans to stop authorizing the Class II medical device returns? For example, now Amazon US has an option when you create a listing somehow so that the option to not return is there. Class II medical devices are not meant to be returned as they are considered single user only and are often biohazards. If you purchase the items anywhere other than amazon with its liberal return policy, they are not returnable. For example the breast pump return policy on amazon.ca is as follows (from the amazon website: ) as breast pumps are Class II medical devices.
Returning Breast Pumps
Amazon.ca and most sellers accept returns of unused breast pumps that are in their original condition with the factory seal and packaging intact.
Breast pumps purchased from Amazon.ca are easily returned within 45 days of delivery of shipment via the Returns Centre. Breast pumps purchased from a seller are easily returned within 30 days of delivery. Returns should be in new and unopened condition. You won't be charged return shipping costs for your return.
To initiate a return of an item, whether purchased from Amazon.ca or a seller, please visit the Returns Centre. To view a seller's return policy, click Return Items in the Returns Centre, then click the "seller profile" link to reach the seller's storefront. From there, you can read more about the seller and its return policy.
However, we know (as we sell breast pumps) that Amazon takes these back always, and even if they are opened and used the customer gets a refund. That is against the actual stated policy. However if the instructions are on the check out page it would alleviate returns that should not be happening. Most Class iI medical devices have extensive warranties due to the nature of the products. See the example from an amazon.com listing.
Other Class II sellers what are your thoughts?
1 reply
Jurgen_Amazon
Hello @Seller_VQQxkEWkOrxMA,
Thank you for bringing up this important question about the return policy for Class II medical devices, specifically breast pumps, on Amazon.ca. This is a complex issue that involves health regulations, customer satisfaction, and seller concerns.
While I can't speak to Amazon's future plans regarding return policies, I can provide some general information and suggestions:
- Current Policy: As you've noted, Amazon.ca's stated policy is to accept returns of unused breast pumps in their original condition. However, you've observed that opened and used items are sometimes being accepted for return as well.
- Differences between Amazon.ca and Amazon.com: It's interesting that you've noticed a difference in how these returns are handled on Amazon.com. Marketplace policies can indeed vary between countries.
- Health and Safety Concerns: Your point about Class II medical devices being single-user items and potential biohazards is valid and important from a public health perspective.
Nevertheless, I would like to investigate further on this topic. Could you please share the order IDs for us to review this in detail? If you have contacted Seller Support, please provide the case IDs as well.
Other suggestions for addressing this issue:
- Contact Seller Support: Reach out to Amazon Seller Support to express your concerns. They may be able to provide more information or escalate the issue to the appropriate team.
- Provide Feedback: Use Amazon's feedback channels to suggest implementing a similar system to what you've seen on Amazon.com for Class II medical devices.
- Clear Product Descriptions: In your product listings, clearly state the non-returnable nature of the product once opened or used, citing health and safety reasons.
- Education: Consider including informational inserts with your products explaining why returns of used items are not accepted for health reasons.
For other sellers of Class II medical devices:
- Have you encountered similar issues with returns?
- What strategies have you used to manage customer expectations regarding returns?
It's important to balance customer satisfaction with health and safety considerations. Continued dialogue between sellers and Amazon on this topic is crucial for developing appropriate policies.
Remember, while we can discuss general policies here, for specific account or listing issues, always contact Seller Support directly.
Jurgen
