Refund & Return Policy

Overview

At Rapha Equipment Solutions, we strive to ensure customer satisfaction with our medical diagnostic devices, laboratory equipment, reagents, and hospital equipment. However, if you need to return or exchange a product, please review our policy below.

Our return and refund policy lasts 30 days from the date of purchase. If more than 30 days have passed, we unfortunately cannot offer a refund or exchange.

Return Eligibility

To be eligible for a return:

  • The item must be unused, undamaged, and in its original condition.
  • The product must be returned in its original packaging.
  • A receipt or proof of purchase is required.

Non-returnable items:

  • Medical reagents, test kits, and consumables (due to contamination risks).
  • Disposable medical supplies (e.g., gloves, syringes, face masks, bandages).
  • Custom or special-order equipment (unless defective upon arrival).
  • Software or digital products (once downloaded or activated).
  • Gift cards and promotional items.

Please do not send returns directly to the manufacturer unless instructed by us.

Partial Refunds

We may grant partial refunds in certain situations:

  • Items that are returned damaged or missing parts, not due to our error.
  • Equipment that shows signs of use but is still functional.
  • Returns requested after the 30-day window, subject to management approval.

Refund Process

Once your return is received and inspected, we will notify you via email regarding approval or rejection of your refund.

  • If approved, your refund will be processed within 7-14 business days, and a credit will be applied to your original payment method.
  • If rejected, we will return the item to you or offer an alternative resolution.

Late or Missing Refunds

If you haven’t received a refund yet:

  1. Check your bank account for updates.
  2. Contact your credit card provider—refund processing times vary.
  3. Contact your bank, as some institutions take longer to post refunds.
  4. If you’ve done all of the above and still have not received your refund, please contact us at [insert email].

Sale Items

Only regular-priced items are eligible for refunds. Sale or clearance items cannot be refunded.

Exchanges

We only replace defective or damaged products. If you need to exchange an item for the same one, email us at [insert email] and send your product to: [insert return address].

Gifts

  • If the item was marked as a gift at the time of purchase and shipped directly to you, you will receive a gift credit for the return value.
  • If the item was not marked as a gift, or the gift giver had it sent to themselves first, the refund will be issued to the gift giver.

Shipping Returns

To return a product, send it to: [insert return address].

  • Customers are responsible for return shipping costs, which are non-refundable.
  • If you receive a refund, the cost of return shipping will be deducted from your total refund.
  • For high-value items, consider trackable shipping or insurance, as we cannot guarantee receipt of returned items.

Need Help?

For questions regarding returns, refunds, or exchanges, contact us at:
📧 [email protected]