Product Warranty and Return Policy
Disclaimer: This policy is subject to change without notice. Please contact the Customer Service Department to obtain the most current policy. This is CardioMed Supplies’ standard policy; your facility may have a contract with slightly different conditions. Please contact your contract administrator for details.
STERILE MEDICAL PRODUCTS
CardioMed Supplies Inc. warrants that sterile medical products that are unopened will perform as designed, free from defects in materials and workmanship, up to and including their expiration date.
Products that have been opened for clinical use will be warranted for the duration of their recommended period of use (see the directions for use for the recommended product application), even if that period of use extends beyond the expiration date. Example: A temporary dialysis catheter with a recommended period of use of 30 days is inserted in a patient 10 days prior to product expiration. This catheter will be warranted for the full 30 days of its intended use.
NON-STERILE MEDICAL PRODUCTS
CardioMed Supplies Inc. warrants that non-sterile medical products that are unopened will perform as designed, free from defects in materials and workmanship, for one year from the date of sale. Exception: Incontinence Enema Catheters are warranted for 100 days from the date of sale.
DISTRIBUTED MEDICAL PRODUCTS(not Electronic Products; see relevant section)
Products distributed by CardioMed Supplies Inc. are warranted by the manufacturer for defects in materials and workmanship, not by CardioMed. As the manufacturer’s agent, all product concerns should be reported to CardioMed. CardioMed will assist with product investigation, replacement and/or retraining as may be required.
Electronic products distributed by CardioMed Supplies Inc. are warranted by the manufacturer for defects in materials and workmanship, not by CardioMed. The product warranty offered by the manufacturer is the same warranty offered by CardioMed. Where no warranty is expressed or provided by the manufacturer, CardioMed shall offer a 90 day limited warranty. CardioMed reserves the right to inspect product for mishandling before issuing a replacement product, authorizing the repair of the item or issuing a credit. The decision to replace, repair or credit the product is at the sole discretion of CardioMed Supplies Inc. and/or the manufacturer.
All returns to CardioMed Supplies must be approved in advance by either the Quality Assurance Department or the Customer Service Department. If the return is approved a Return Materials Authorization (RMA) number will be issued. The RMA number must be clearly identified on the outside packaging of the product in order to guarantee that the product return is processed in a timely manner.
Please review the following sections regarding the conditions of specific returns.
Errors due to shipping irregularities must be reported to CardioMed’s Customer Service Department within 10 business days from the date of shipping, or 5 business days from the date of receipt, whichever is longer. This includes, but is not limited to; short shipments, over shipments, and damaged shipments.
Note: For shipments made collect on the customers courier account, it is the responsibility of the customer to contact the courier to make a claim for any and all damages that may have occurred during shipment.
ORDERING ERRORS AND INVENTORY ADJUSTMENTS
Return requests for items ordered in error or for the incorrect quantity are to be made through CardioMed’s Customer Service Department. The allowable period for returns is based upon the ORIGINAL invoice date of the order. Return requests for products with an invoice date less than 30 days prior to the date of request can be processed immediately. Return requests for products with an invoice date more than 30 days but less than 6 months prior to the date of request, will require the approval of the sales manager. Returns for products with an invoice date more than 6 months prior to the date of request cannot be accepted.
- CardioMed will not accept returns strictly for the purpose of inventory reduction.
- CardioMed will not accept returns for custom built products or special order items.
Should a customer feel that CardioMed Supplies has shipped a product with an insufficient period of time before expiration, this will be handled under the same process as an incorrect shipment. The only additional step will be to determine the validity of the claim, which may involve an investigation by the Quality Assurance Department, and a clarification as to the usage by the sales representative for the account.
DEFECTIVE PRODUCTS (CUSTOMERS COMPLAINTS)
Return requests relating to defective products or products not operating as designed/intended still require a RMA number for tracking purposes.
If you have a product that you believe is not performing as required, you should contact the Quality Assurance (QA) Department via email for investigation prior to a return authorization being issued or a corrective action being taken. The QA Department will notify Customer Service as to whether the RMA is to be issued following the investigation. Products are NOT to be returned to CardioMed unless the QA Department approves the return.
Note: All returns are required within three (3) months from the issue date of the RMA; after three (3) months CardioMed reserves the right to close the RMA.
Return requests relating to products under recall require a RMA number for tracking purposes.
If you have a product that is under recall, you must first notify CardioMed’s Quality Assurance Department in order to verify that the product code, lot number, and other relevant product details are applicable to the recall before requesting a RMA number from the Customer Service (CS) Department. Once the product information is validated the QA Department will notify the CS Department that the RMA should be issued.
Restocking charges are intended to recover the costs of receipt, inspection, repackaging and labelling, re-shelving in the warehouse, and the administration costs of processing the RMA and the Credit Memo. As such, all returns may be subject to a restocking charge.
CardioMed’s standard restocking charge is 25%; however several factors may affect this charge. These factors include, but are not limited to: elapsed time from date of purchase; amount of handling required; repackaging and labelling; contract obligations. Therefore the restocking charge may be increased to a maximum of 30%.
Restocking charges will not be applied under the following conditions:
where the return is due to defective product, corrective action or product recall
where the return is due to an over-shipment or incorrect shipment
Note: the exception to this would be where the client has obviously opened or mishandled the product
RETURN FREIGHT CHARGES
Return freight charges are the responsibility of the customer, with the following exceptions:
where CardioMed has shipped the wrong product, CardioMed will pay the return freight charges for the wrong product and will pay the freight to re-ship the correct product
where CardioMed has over-shipped a product, CardioMed will pay the return freight charges for the overage
where the return is for a product under recall or corrective action
Defective products may be returned at CardioMed’s expense only if the Quality Assurance department has approved this action after identifying the nature of the defect, and a RMA number has been issued by the Customer Service Department.
Customer Service Department
Canada Toll Free: 1-800-387-9757
USA Toll Free: 1-800-647-6474
Quality Assurance Department