Refund policy
Return and Refund Policy
Encore Biomedicals Private Limited
Effective Date: [20/12/2025]
Purpose
This Return and Refund Policy defines the conditions under which products supplied by Encore Biomedicals may be returned, replaced, or refunded, ensuring transparency and compliance with applicable regulatory and commercial requirements.
2. Scope
This policy applies to:
• Diagnostic instruments and analyzers
• Reagents, consumables, calibrators, and controls
• Rapid test kits
• Spare parts and accessories
3. General Conditions
• All returns or refund requests must be pre-approved in writing by Encore Biomedicals.
• Products once sold shall not be returned unless they meet the conditions specified in this policy.
• Proof of purchase (invoice / delivery challan) is mandatory for all claims.
4. Non-Returnable / Non-Refundable Items
The following items are not eligible for return or refund:
• Opened or used reagents, test kits, calibrators, or controls
• Products nearing expiry (≤ 3 months remaining shelf life) at the time of complaint
• Products damaged due to improper storage, mishandling, power fluctuations, or user error
• Free samples, demo kits, or promotional items
• Products purchased under special pricing, clearance, or liquidation offers
5. Eligible Returns
Returns may be accepted under the following conditions:
5.1 Transit Damage or Short Shipment
• Visible damage, leakage, or missing items must be reported within 24 hours of delivery.
• Photographic evidence and delivery receipt remarks are mandatory.
5.2 Manufacturing Defect / Quality Issue
• Must be reported within 7 days of receipt or as soon as detected during initial use.
• Subject to internal technical evaluation and/or sample testing by Encore Biomedicals.
5.3 Incorrect Product Supplied
• Must be reported within 48 hours of delivery.
• Product must be unopened, unused, and in original packaging.
6. Return Authorization Process (RMA)
Customer must email the complaint with invoice details, batch/lot number, and issue description.
Encore Biomedicals will issue a Return Material Authorization (RMA) if the claim is
accepted.
Products returned without RMA will not be accepted.
Returned goods must be securely packed and clearly labeled with the RMA number.
7. Mode of Resolution
Based on evaluation outcome, Encore Biomedicals may, at its discretion, offer:
• Replacement of the product
• Credit note for future purchases
• Partial or full refund
No cash refunds shall be made unless explicitly agreed in writing.
8. Refund Terms
• Approved refunds shall be processed within 15–21 working days.
• Refunds will be made through the original mode of payment or via credit note.
• Taxes will be adjusted as per GST regulations and applicable credit/debit note procedures.
9. Return Shipping Costs
• For approved cases of manufacturing defect or incorrect supply, return shipping may be borne by Encore Biomedicals.
• In all other cases, return and re-shipping costs shall be borne by the customer.
10. Instruments and Capital Equipment
• Returns of analyzers or instruments are not permitted once installed or commissioned.
• Warranty-related issues shall be addressed strictly under the Warranty & Service Policy.
11. Regulatory & Safety Compliance
• Returned IVD products may be quarantined and disposed of as per biomedical waste and regulatory guidelines.
• Encore Biomedicals reserves the right to deny return if regulatory non-compliance or
biosafety risk is identified.
12. Limitation of Liability
Encore Biomedicals’ liability is limited strictly to the value of the product supplied. The company shall not be liable for indirect, incidental, or consequential losses including loss of business, data, or profits.
13. Policy Amendments
Encore Biomedicals reserves the right to modify this policy at any time without prior notice. The latest published version shall prevail.
14. Contact Information
For return or refund-related queries, please contact:
Encore Biomedicals Private Limited
Email: support@encorebiomedicals.com
Mobile: +91 91368 84688