Refund and Returns Policy
Clear guidelines for medical equipment returns, exchanges, and refunds. We ensure your investment is protected with transparent policies and dedicated support.
Hassle-Free Returns
Simple 6-step return process with dedicated support and clear timelines for all equipment categories.
Healthcare Priority
Emergency equipment returns processed within 24 hours to minimize impact on patient care.
Fair Refund Policy
Transparent refund processing with clear timelines and no hidden deductions for valid returns.
Policy Overview
At Zenrox Healthcare, we understand that medical equipment purchases are critical investments for healthcare facilities. Our refund and returns policy is designed to ensure you receive quality equipment that meets your specific needs while maintaining the highest safety and regulatory standards.
Return Eligibility and Time Frames
| Equipment Category | Return Period | Conditions |
|---|---|---|
| Capital Equipment (New) | 30 days | Unopened, original packaging, documentation intact |
| Refurbished Equipment | 14 days | Unopened, all accessories included, no signs of use |
| Consumables & Supplies | 7 days | Unopened packages, within expiry date, sterile packaging intact |
| Custom/Special Order | No returns | Warranty and technical support available |
| Installation Services | 7 days | Performance issues only, subject to technical evaluation |
Valid Return Reasons
Acceptable Return Conditions
- Damaged in Transit: Equipment arrives with physical damage or missing components
- Manufacturing Defects: Equipment fails to meet manufacturer specifications or has manufacturing defects
- Wrong Item Shipped: Incorrect model, specification, or quantity delivered
- Non-Conforming Equipment: Equipment doesn't match the agreed specifications or description
- DOA (Dead on Arrival): Equipment fails to function upon initial installation
- Regulatory Non-Compliance: Equipment doesn't meet required regulatory standards
Non-Returnable Items
- Custom-configured or specially ordered equipment
- Equipment that has been installed and used
- Consumables with broken sterile packaging
- Software licenses and digital products
- Equipment past the return time frame
- Items without proper documentation or proof of purchase
Return Process
Contact Us
Call +234 913 600 0454 or email sales@zenroxmed.com within the return period
Get RMA Number
Receive Return Merchandise Authorization (RMA) number and return instructions
Package Equipment
Use original packaging, include all accessories, manuals, and documentation
Ship Back
Ship using provided labels or approved courier service with tracking information
Inspection
Equipment undergoes quality inspection and testing upon receipt
Resolution
Refund processed, replacement shipped, or alternative solution provided
Refund Processing
Refund Methods
- Bank Transfer: Direct transfer to your designated bank account (3-5 business days)
- Account Credit: Credit applied to your Zenrox account for future purchases
- Original Payment Method: Refund to original payment method when possible
Refund Timeline
- Inspection Completion: 2-3 business days after receipt
- Refund Processing: 5-7 business days after approval
- Bank Processing: Additional 3-5 days depending on your bank
Exchanges and Replacements
Equipment Exchange
For wrong items or specification mismatches, we offer direct exchanges:
- Same-value equipment exchanges at no additional cost
- Upgraded equipment with price difference payment
- Expedited replacement shipping for critical equipment
- Temporary equipment loan during exchange process (subject to availability)
Defective Equipment Replacement
- Immediate replacement for DOA equipment
- Express shipping for critical healthcare applications
- No restocking fees for manufacturer defects
- Extended warranty on replacement equipment
Warranty vs. Returns
| Issue Type | Return Policy | Warranty Coverage |
|---|---|---|
| Manufacturing Defect | Full return within return period | Warranty repair/replacement |
| Performance Issues | Return if within return period | Technical support and repair |
| User Error/Damage | No return accepted | Paid repair services available |
| Normal Wear and Tear | No return accepted | Maintenance and parts available |
Special Circumstances
Emergency Equipment
For critical healthcare equipment needed urgently:
- Express return processing within 24 hours
- Temporary replacement equipment while return is processed
- Priority technical support for troubleshooting
- Direct manufacturer support coordination
Bulk Orders
- Partial returns accepted for bulk orders
- Pro-rated refunds for unused equipment
- Extended return periods for large capital purchases (up to 45 days)
- On-site evaluation for major equipment installations
International Returns
For customers in Niger, Benin, and other West African countries:
- Coordinated return logistics through our courier network
- Customs documentation assistance
- Extended return periods to account for shipping time
- Local technical support for troubleshooting before returns
Customer Rights and Responsibilities
Your Rights
- Receive equipment matching order specifications
- Return defective or damaged equipment
- Receive full refund for qualifying returns
- Access to technical support during returns
- Transparent communication about return status
Your Responsibilities
- Inspect equipment immediately upon receipt
- Report issues within specified return period
- Maintain original packaging and documentation
- Follow proper return procedures
- Ensure equipment returned in original condition
Returns and Refunds Support
Our customer service team is ready to assist with your return needs
Email: sales@zenroxmed.com
Hours: Mon-Fri 8:00 AM - 6:00 PM WAT
WhatsApp: +234 913 600 0454
For troubleshooting before returns
Phone: +234 913 600 0454
For urgent healthcare equipment issues
Policy Updates
This returns policy may be updated periodically to reflect changes in our services, regulations, or business practices. Updates will be communicated through:
- Email notifications to registered customers
- Website announcements and policy version updates
- Direct communication for active return cases