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Refund and Returns Policy

General Policy

Cancellations or returns of the equipment and services purchased under the agreement between Sol International Medical, Inc. (SOL) and the Buyer are strictly prohibited without obtaining prior written approval from an authorized SOL officer. This stringent measure is in place to ensure the integrity of the business operations and to manage the inventory and financial aspects effectively. SOL carefully evaluates each request for cancellation or return on a case-by-case basis, taking into account various factors such as the nature of the product, the stage of the order fulfillment process, and the potential impact on both parties.

Return Merchandise Authorization (RMA)

In the rare instances where a return is approved, the Buyer is required to obtain a return merchandise authorization (RMA) number from SOL. This RMA number serves as a unique identifier for the return transaction and must be prominently included with the returned item. The RMA application process involves the Buyer providing detailed information about the reason for the return, the order number, and the description of the equipment or service in question. SOL will review this information promptly and issue the RMA number if the return meets the established criteria.

Fees

Refund Conditions

Refunds will only be issued under specific conditions. First and foremost, the returned equipment must be received by SOL in new condition. This means that the equipment should not show any signs of wear, damage, or alteration, and should include all original packaging, accessories, and documentation. Additionally, the applicable fee, as described above, must be paid by the Buyer. Once these conditions are met, SOL will initiate the refund process. It's important to note that shipping and freight costs are non-refundable.

Property Rights

Upon receipt of the returned equipment or in the case of equipment substitution, the returned or substituted equipment becomes the exclusive property of SOL. SOL has the right to inspect, assess, and dispose of the returned equipment as it deems fit.

Indemnification

The Buyer agrees to indemnify and hold SOL harmless from any third-party claims related to the returned equipment. This provision protects SOL from potential legal and financial risks associated with the return of equipment.

Exceptions

Canceled Orders

Canceled orders, with the exception of special-order products, will be refunded. Special-order products are those that are acquired by SOL specifically on the Buyer's behalf. Once an order for a special-order product is placed, it cannot be canceled. For these special-order products, the Buyer assumes sole responsibility for the product selection.

Non-payment

In cases of non-payment by the Buyer, SOL has the right to suspend the delivery of equipment or the provision of service coverage until full payment is received. During the period of non-payment, the warranty period for the equipment continues to run. However, the warranty services will be unavailable until the payment is settled.

Transit Loss or Damage

If the equipment is lost or damaged during transit, the Buyer's payment obligations remain unaffected. The transfer of title and risk of loss occurs upon delivery of the equipment to the Buyer's designated address. Therefore, any loss or damage during transit is the responsibility of the Buyer.

Inspection and Acceptance