Need immediate assistance with returns? Call +234 913 600 0454 or email support@zenroxmed.com
Refund and Returns Policy
Your guide to understanding our comprehensive refund and returns procedures for medical equipment purchases
Last Updated: July 4, 2025
Policy Overview
At Zenrox Healthcare, we are committed to ensuring your complete satisfaction with every medical equipment purchase. This comprehensive policy outlines our terms for returns, refunds, warranties, and exchanges to provide clarity and protection for all healthcare facilities we serve.
Key Commitment: We stand behind every product we deliver with comprehensive warranty coverage and professional support throughout the equipment lifecycle.
Important Definitions
- Equipment: All medical devices, instruments, and consumables purchased from Zenrox Healthcare
- DOA (Dead on Arrival): Equipment that is non-functional upon delivery
- Manufacturing Defect: Faults present due to manufacturing processes
- Warranty Period: Duration of manufacturer and/or Zenrox warranty coverage
- Professional Installation: Setup performed by Zenrox certified technicians
Warranty Terms and Coverage
Standard Warranty Coverage
| Equipment Category | Manufacturer Warranty | Zenrox Extended Warranty | Total Coverage |
|---|---|---|---|
| Imaging Equipment | 12-24 months | 6-12 months | 18-36 months |
| Laboratory Equipment | 12 months | 6 months | 18 months |
| Patient Monitoring | 12-24 months | 12 months | 24-36 months |
| Surgical Equipment | 12-60 months | 6-12 months | 18-72 months |
| Consumables | As specified | Quality guarantee | Varies |
What's Covered
- Manufacturing defects and material faults
- Premature component failure under normal use
- Software bugs and firmware issues
- Calibration drift beyond acceptable parameters
- Parts and labor for covered repairs
- Emergency technical support
What's Not Covered
- Damage due to misuse, abuse, or negligence
- Normal wear and tear of consumable parts
- Damage from power surges or electrical issues
- Unauthorized modifications or repairs
- Environmental damage (water, fire, etc.)
- Damage during transport after delivery
Important: Warranty coverage begins from the date of delivery and requires proper equipment registration within 30 days of installation.
Return Conditions and Procedures
Acceptable Return Scenarios
1. Dead on Arrival (DOA) - 7 Days
- Equipment non-functional upon delivery
- Missing critical components
- Visible shipping damage affecting functionality
- Wrong model/specification delivered
2. Defective Equipment - 30 Days
- Manufacturing defects discovered within 30 days
- Equipment fails to meet published specifications
- Recurring technical issues despite repair attempts
- Safety concerns identified during initial use
3. Order Cancellation - 14 Days
- Unopened equipment in original packaging
- No installation or setup performed
- Valid business reason for cancellation
- Subject to restocking fee (see below)
Return Process Steps
- Contact Support: Call +234 913 600 0454 or email partnerships@zenroxmed.com
- Obtain RMA: Receive Return Merchandise Authorization number
- Documentation: Provide purchase order, delivery receipt, and photos if applicable
- Technical Assessment: Our team may conduct remote or on-site evaluation
- Return Approval: Receive approval and return shipping instructions
- Equipment Packaging: Package equipment securely in original materials
- Return Shipping: Ship to designated Zenrox facility
- Inspection: Equipment undergoes thorough inspection upon receipt
- Resolution: Replacement, repair, or refund processed
Critical: All returns must be pre-authorized. Unauthorized returns will be refused and returned at customer expense.
Non-Returnable Items
- Consumables and single-use items (unless defective)
- Custom-configured or specially ordered equipment
- Equipment modified or altered after delivery
- Items without original packaging and documentation
- Equipment damaged due to misuse or negligence
- Software licenses and digital products
Refund Process and Timeline
Refund Categories
Full Refund (100%)
- Dead on Arrival equipment (within 7 days)
- Wrong item delivered
- Manufacturing defects (within 30 days)
- Equipment safety issues
Partial Refund (80-95%)
- Order cancellation (restocking fee applies)
- Customer-initiated returns (unopened items)
- Minor defects with functional impact
No Refund
- Equipment used beyond trial period
- Customer-caused damage
- Returns outside acceptable timeframes
- Consumables (unless defective)
Restocking Fees
| Equipment Category | Restocking Fee | Conditions |
|---|---|---|
| Standard Equipment | 15% | Unopened, original packaging |
| Custom/Special Order | 25% | Special configurations |
| High-Value Equipment (>₦5M) | 20% | Requires inspection |
| Consumables | 10% | Unopened, unexpired |
Refund Timeline
- Credit/Debit Cards: 5-10 business days after approval
- Bank Transfer: 3-5 business days after approval
- Check Payment: 10-15 business days after approval
- Store Credit: Immediate after approval
Fast Track: Defective equipment replacements are expedited with next-day delivery when inventory is available.
Return Shipping and Associated Costs
Shipping Responsibility
Zenrox Covers Shipping When:
- Equipment is Dead on Arrival (DOA)
- Manufacturing defects are confirmed
- Wrong item was delivered
- Equipment fails during warranty period
- Safety issues are identified
Customer Covers Shipping When:
- Order cancellation (customer preference)
- Returns outside specified timeframes
- Equipment inspection reveals no defects
- Unauthorized returns
Packaging Requirements
- Use original manufacturer packaging when available
- Include all accessories, cables, and documentation
- Provide adequate protective cushioning
- Attach RMA number clearly to outside packaging
- Use tracked shipping method with insurance
- Take photos of packaging before shipment
Insurance and Liability
Important: Customer is responsible for equipment safety during return shipping until received at Zenrox facility. Adequate insurance coverage is required.
Preferred Shipping Partners
- DHL Express (for high-value equipment)
- FedEx International
- Local courier services (Lagos area)
- Zenrox logistics team (on-site pickup available)
Need Help with Returns or Refunds?
Our dedicated customer support team is ready to assist you with any questions about our refund and returns policy.
Returns Department
Email: partnerships@zenroxmed.com
Phone: +234 913 600 0454
Hours: Mon-Fri 8AM-6PM WAT
Emergency Support
24/7 Hotline: +234 913 600 0454
WhatsApp: +234 913 600 0454
For critical equipment issues
Warranty Claims
Email: sales@zenroxmed.com
Phone: +234 913 600 0454
Technical support included
Address: 14, Ikosi Road, Oregun, Ikeja, Lagos, Nigeria
Business Hours: Monday - Friday: 8:00 AM - 6:00 PM WAT
Emergency Support: Available 24/7 for critical equipment issues
