Returns
Returns & DOA policy
This is capital medical equipment, but you're protected. If a unit arrives dead-on-arrival or not as described, we resolve it — by repair, replacement or refund.
Inspect on delivery
Check the equipment when it arrives. If it doesn't power up, doesn't function to the parameters we documented, or doesn't match the configuration confirmed in your quote, contact us within 7 days of delivery.
How to raise an issue
- Email us with your SKU / order reference and a short description of the fault.
- Include photos or a short video showing the issue where possible.
- We verify against the written condition notes and configuration for that order.
- Once confirmed, we arrange and cover return freight for dead-on-arrival or not-as-described units.
Resolution
For a confirmed DOA or not-as-described unit we will, at your option and our agreement, repair it, replace it with an equivalent unit, or refund it. See our functional guarantee for what's covered.
Exceptions
- Items sold explicitly “as-is” or for parts (clearly marked and quoted as such).
- Custom-sourced or special-order units, which are quoted with their own terms in writing.
- Change-of-mind returns on international capital equipment are handled case-by-case; return freight may apply.
We'd always rather get it right than process a return — send a model number or configuration first and we'll confirm the exact unit before you buy.