Return, Refund & Cancellation Policy

01General Policy

Medical equipment is often supplied according to specific technical, clinical, configuration and installation requirements.

Therefore, equipment cannot be returned solely because the customer has changed their mind after an order has been confirmed, particularly where the equipment has been specially sourced, configured, imported, installed, commissioned or used.

Each return or refund request will be evaluated based on the applicable quotation, purchase order, invoice, warranty terms and other agreed commercial conditions.

02Cancellation Before Order Processing

A customer may request cancellation before the order has been processed or equipment has been procured.

Cancellation requests should be submitted promptly through email or other official communication channels.

If the cancellation is accepted, any eligible refund will be processed after deduction of applicable costs, where applicable.

03Cancellation After Procurement

Once equipment has been specially sourced, procured, configured or dispatched, cancellation may not be possible.

Where cancellation is accepted, the customer may be responsible for costs already incurred, including:

• Procurement costs
• Supplier cancellation charges
• Transportation costs
• Customisation charges
• Installation or preparation costs
• Taxes or statutory charges that cannot be recovered
• Other reasonable expenses incurred for the order

04Cancellation of Rental Services

Rental cancellation terms may depend on the rental agreement.

If equipment has already been reserved, transported, installed or made available for the customer, cancellation charges may apply.

Any security deposit or advance amount will be handled according to the applicable rental agreement.

05Return of Rental Equipment

Rented equipment must be returned at the end of the agreed rental period or earlier where early termination is permitted under the rental agreement.

The equipment must be returned in reasonable condition, subject to normal wear and tear.

The customer may be responsible for costs arising from:

• Physical damage
• Loss of equipment
• Missing accessories
• Unauthorised modifications
• Improper use
• Negligence
• Delayed return

Inspection may be carried out after the equipment is returned.

06Damaged or Defective Equipment

If equipment is delivered with a manufacturing defect or a verified issue attributable to the supplied equipment, the customer should contact us promptly.

Depending on the nature of the issue, we may:

• Repair the equipment
• Replace the affected component
• Replace the equipment where applicable
• Provide service support
• Process another appropriate remedy

The resolution will depend on the equipment, manufacturer warranty, applicable warranty terms and nature of the issue.

07Warranty Claims

Where a product is covered by warranty, warranty claims will be handled according to the applicable warranty terms.

The website states that a standard one-year warranty may be provided with machines, subject to applicable terms and conditions.

Warranty may not cover damage caused by:

• Misuse
• Accidental damage
• Improper operation
• Negligence
• Unauthorised repairs
• Unauthorised modification
• Electrical faults or voltage fluctuations
• Improper installation
• Normal wear and tear
• Consumable components
• Failure to follow manufacturer instructions

The specific warranty applicable to the product will be determined by the quotation, invoice, warranty document or manufacturer warranty.

08Refurbished Equipment

Refurbished equipment is sold based on its condition, specifications and warranty terms communicated at the time of sale.

Returns of refurbished equipment are not automatically accepted simply because the customer changes their mind.

Any return or refund request will be evaluated based on the agreed commercial terms and the condition of the equipment.

09AMC Services

Annual Maintenance Contracts are service agreements and are subject to the specific AMC terms agreed with the customer.

Cancellation, termination, refund eligibility, service scope, spare parts coverage and other conditions will be governed by the applicable AMC agreement.

Where services have already been provided, charges for completed services may not be refundable.

10Installation and Service Charges

Installation, commissioning, inspection, repair, calibration, training and other service charges may be non-refundable once the service has been completed or the service team has been deployed.

If a service appointment is cancelled before deployment, cancellation charges may apply depending on the circumstances.

11Refund Eligibility

Where a refund is approved, the amount may be subject to deductions for applicable costs already incurred.

Possible deductions may include:

• Procurement costs
• Supplier charges
• Transportation charges
• Installation charges
• Service charges
• Customisation charges
• Payment gateway or transaction charges, where applicable
• Taxes or statutory charges that cannot be recovered
• Other costs specifically agreed with the customer

12Refund Processing

Once a refund is approved, we will initiate the refund through the applicable payment method or process agreed with the customer.

The time taken for the amount to appear in the customer's account may depend on the payment gateway, bank or financial institution.

We are not responsible for delays caused by banks or third-party payment providers after the refund has been initiated.

13How to Request a Return, Refund or Cancellation

Customers should contact us with:

• Customer name
• Organisation name
• Order or invoice number, if applicable
• Product or service details
• Date of purchase or service
• Reason for the request
• Supporting photographs or documents, where relevant

Requests should be sent to:

14Return Approval

No equipment should be returned without prior confirmation from MRL Advanced MEDI Systems.

Unauthorised returns may not be accepted.

Where a return is approved, we will provide the applicable return instructions.

The customer may be responsible for safe packaging and transportation of the equipment unless otherwise agreed.

15Non-Returnable Situations

Returns may not be accepted where:

• Equipment has been used or installed, unless covered by an applicable warranty or approved return arrangement
• Equipment has been specially sourced or configured
• Equipment has been customised for the customer
• Equipment has been damaged after delivery
• Equipment has been modified without authorisation
• Accessories or components are missing
• The customer has violated the applicable rental or purchase agreement
• The return is requested solely because the customer changed their mind after confirmation
• The applicable manufacturer or supplier terms do not permit return

16Exchange or Replacement

Where a product is confirmed to have a defect attributable to the supplied equipment and replacement is considered appropriate, MRL Advanced MEDI Systems may provide a replacement or other suitable remedy, subject to product availability and applicable warranty terms.

17Disputes Regarding Returns or Refunds

If you have a concern regarding a return, refund, cancellation or service issue, please contact our support team first so that we can review and resolve the matter.

18Changes to This Policy

MRL Advanced MEDI Systems may update this policy from time to time.

Any changes will be published on this page with the revised effective date.

19Contact Us