At Medical Grade Solutions LLC, we provide high-quality new and refurbished medical equipment—including large gear, systems, and Class I devices—to healthcare providers, laboratories, and research institutions. This Return Policy applies to all purchases made through our website (www.medicalgradesolutions.com), email, phone, or other channels. Given the specialized nature of our products and our in-house refurbishment process, returns are subject to the conditions below. Please review carefully before ordering.
1. General Conditions for Returns
1.1 Eligibility: Returns are accepted only under specific conditions outlined below; we do not offer returns for buyer’s remorse or changes of mind due to the complexity and value of our equipment.
1.2 Timeframe: Notify us of a return request within 15 calendar days of delivery for both new and refurbished items. Requests beyond this period are not accepted.
1.3 Authorization: All returns require a Return Merchandise Authorization (RMA) number. Contact us at returns@medicalgradesolutions.com or 1(844)MED-GRADE to initiate. Unauthorized returns will be refused.
1.4 Condition:
- New Items: Must be unused, undamaged, and in original packaging with all accessories, manuals, and components.
- Refurbished Items: Must be in the condition received, uninstalled, with all provided packaging and documentation intact; expected wear from prior use is acceptable, but no obvious physical damage is allowed.
2. Non-Returnable Items
The following are not eligible for return unless defective or shipped in error:
- Equipment or products that contain consumable or perishable contents.
- Custom or Special-Order Products: New or refurbished equipment ordered to specific customer specifications.
- Sterile or Single-Use Items: New or refurbished products labeled as sterile or disposable (e.g., certain Class I consumables).
- Opened Software: Software/firmware with new or refurbished equipment, once activated or unpackaged.
- Hazardous Materials: New or refurbished items classified as hazardous, unless defective (see Section 3).
3. Returns for Defective Products or Shipping Errors
3.1 Defective Products:
- New Items: If defective upon delivery or failing within 7 calendar days, notify us for replacement or refund per the Original Equipment Manufacturer (OEM) warranty.
- Refurbished Items: If defective upon delivery or failing within 7 calendar days, notify us for replacement or refund under our Medical Grade Guarantee, which matches the OEM warranty. Defects must exceed expected refurbished condition.
- Process: Provide documentation (e.g., photos, error codes); we’ll verify and coordinate with the manufacturer (new) or our refurbishment team (refurbished).
3.2 Shipping Errors: For incorrect or damaged items (new or refurbished): - Report within 7 calendar days of delivery with proof (e.g., photos, packing slip).
- Replacement or refund issued upon confirmation.
3.3 Return Shipping: We provide prepaid labels for approved defective or erroneous shipments (new or refurbished); customers must package items securely to prevent further damage.
4. Return Process
4.1 Request: Submit via returns@medicalgradesolutions.com or 1(844)MED-GRADE with order number, product details, and reason for return.
4.2 RMA Issuance: Approved requests receive an RMA number within 3 business days; include this on all return materials.
4.3 Shipping: Return within 10 business days of RMA issuance using a trackable carrier; initial shipping costs borne by customer unless due to our error or defect.
4.4 Inspection: Items inspected within 5 business days of receipt; non-compliant returns (new or refurbished) rejected and returned at customer expense.
5. Refunds and Replacements
5.1 Refund Amount: For approved returns:
- New Items: Refunded to original payment method, less a 20% restocking fee (minimum $50) and original shipping costs; fee waived for defects/errors.
- Refurbished Items: Refunded less a 25% restocking fee (minimum $50) and original shipping costs; fee waived for defects/errors.
5.2 Processing Time: Refunds processed within 10 business days of receiving and approving the return.
5.3 Replacements: Prioritized for defective or incorrect items (new or refurbished), subject to availability; refunds issued if unavailable.
5.4 Warranty Claims:
- New Items: Covered by OEM warranties (typically 90 days) plus our Medical Grade Guarantee.
- Refurbished Items: Covered by our Medical Grade Guarantee, matching OEM warranties ensuring peace of mind for high-quality new equipment.
- 6. Customer Responsibilities
6.1 Verification: Confirm product specifications and condition (new or refurbished) before ordering; we’re not liable for returns due to misjudgment.
6.2 Packaging:
- New Items: Return in original manufacturer packaging.
- Refurbished Items: Return in provided protective packaging; improper packaging voids eligibility.
6.3 Installation: Installed new or refurbished equipment is non-returnable unless defective per Section 3.
7. Exceptions and Discretion
7.1 Special Cases: We may accept returns outside this policy at our discretion (e.g., significant errors), with additional fees or conditions.
7.2 Force Majeure: Delays due to uncontrollable events (e.g., natural disasters) considered if reported promptly.
8. Contact Us
For return inquiries or assistance:
- Email: returns@medicalgradesolutions.com
- Phone: (844) MED-GRADE (633-4723)