Refund Policy

Refund Policy

Purchasing devices and equipment from medical device stores is not something a consumer does every day of the week. They need to be carefully chosen, correctly commissioned and then placed into service with continued backing. Our refund policy takes into consideration the nature of this industry — it is fair, but also recognizes that we are selling digital products.

We request that every client inspects goods when delivered and at the time, raise any issues. When you report an issue, the sooner we can fix it all.

If you have received any of the wrong things, or if equipment came broken please reach out before doing anything else. Much is fixed simply with a phone call or an email; often, formal returns are not needed.

The Situations When you Can Get a Refund or Return

A return or refund will be considered in cases where:

  • The product is seen as damaged, inoperable or not working when it arrives.
  • The equipment supplied is not to the model, configuration or specification originating on some purchase order/proforma invoice confirmed.
  • It is revealed in the course of installation or commissioning by our qualified engineer that there is a manufacturing defect.
  • A standard non-perishable good order is cancelled before delivery

Returns are not accepted for: Equipment that has already been used, installed or commissioned; Items which were configured to specific requirements (non-standard product) or imported-to-order; Consumables and single-use items as well as accessories; Products which have sustained damage due improper handling by the buyer at his facility/warehouse or mishaps during storage stored conditions/unit known issues/electrical issue with power supply etc. claims raised post the window specified below

2.1 Time Limits to Raise a Claim

For transit damage or incorrect products: within 48 hours of delivery

For defects found during initial installation or use: within 7 business days post-delivery.

Bights mentioned outside these windows will not be recognized, apart from where a prospective manufacturing flaw is later substantiated with applicable records of the manufacturer.

Send us the below to submit a claim

  • Your order number or invoice reference
  • An explanation of what the issue is and when it started showing up.
  • Photos and/or short video highlighting the defect or inconsistency.
  • The signed delivery receipt in copy.

Cancellations

Orders for standard stock items that are cancelled before dispatch will also be refunded in full. The advance paid will be credited back in 7 to ten working days.

Cancellation of order is no longer possible once the goods are shipped. A return claim can be submitted only after receiving the product if there is actually a problem with it.

Cancellation is only possible until we have placed the order with the manufacturer or overseas supplier for imported or custom-configured equipment. Such orders will always be clearly stated before confirmation and we ask buyers to only proceed if they are comfortable.

30 days notice in writing are required for AMC (Annual Maintenance Contract) cancellations. A pro-rata reimbursement for the unused period, less deductions representing any services already rendered will be calculated.

How We Handle Claims

01

Raise the Claim

Within the applicable window, provide us with your invoice information and proof by email.

02

We Review It

Your claim is evaluated by our specialists followed by a response in 3 to 5 business days.

03

Site Visit if Needed

If the equipment is already installed, an engineer might be dispatched to check on site that there really is a problem.

04

Resolution

Exchange, repair or refund — verified and processed within 10 to 14 business days.

Replacement Before Refund

When able, we opt to replace or repair damaged equipment rather than refund. This helps to get you up and running faster, which is important in a clinical or diagnostic setting. When a replacement isn’t/all of the above, we ‘ll issue you with a cash refund — for example if an item has been discontinued, or we cannot source one within your expected timescale (or you’ve simply asked.

How Refunds Are Paid

Refunds which have been approved are credited through NEFT or RTGS into the bank account from where payment was initially made. However, no refunds will be given in cash or cheque form. Refunds are processed in 10 to 14 business days from the date we receive confirmation of your refund request, provided that standard banking times apply.

If only part of an order is eligible for return, a partial refund will be calculated following inspection.

Return Logistics

Where the return relates to an error we have made (such as sending you a wrong item or where our team has confirmed that there is a defect), we will collect your parcel at no charge and pay any freight costs. In other cases, the buyer must return the product to us with suitable packaging using its original package together with all manual copies and accessories. Any products sent back to us without written approval from ourselves first will be returned to the sender.

Regulatory Recalls

From time to time a recall or field safety notice may be issued for any given product by the manufacturer or CDSCO. In these circumstances we will get in touch with the buyers involved as soon as we are notified, and follow any instructions given by manufacturers or regulatory bodies for managing a recall. We process such situations differently than our standard refund guideline.

Disputes

You may have your dispute escalated in writing to our senior management if you consider that the response we give to a claim is unreasonable. Elevations will be acknowledged within 3 business days and resolved in a maximum of 10. Any disputes that remain unresolved will be referred to the courts of [Your City], India, or by arbitration by mutual agreement.

Revisions to This Policy

This policy could be updated when our processes change or by law. The date at the top of this page is always for your current version. Any revision will not affect orders already in progress and they remain governed by the relevant policy that was applicable at the time when each order was placed.