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DEFIBRILLATOR RETURNS POLICY

Overview

This returns policy applies specifically to all defibrillator equipment sold by CROMAS Offshore rentals trading as CROMAS Medical. Due to the critical nature of these life-saving medical devices, strict return guidelines are enforced to ensure safety, regulatory compliance, and product integrity.

Returns Policy Summary

DEFECTIVE ITEMS ONLY - NO EXCHANGES

Returns are accepted exclusively for defective defibrillator units. No exchanges will be made under any circumstances.

Consumer Rights: This policy operates within your statutory rights under UK consumer protection law. This policy does not affect your legal rights under the Consumer Rights Act 2015.

Eligible Returns

Returns will only be accepted for defibrillators that exhibit the following defects:

Manufacturing Defects

  • Unit fails to power on despite proper battery installation

  • Display screen malfunction or failure

  • Audio prompts not functioning properly

  • Electrode pad connection failures

  • Physical damage present upon delivery

  • Missing essential components from original packaging

Performance Defects

  • Device fails to deliver appropriate shock when required

  • Incorrect voice prompts or instructions

  • Software malfunctions affecting device operation

  • Battery charging system failures

  • Calibration errors affecting device accuracy

Return Requirements

Time Limit

  • Returns must be initiated within 30 days of delivery date

  • Written notification required within 7 days of discovering defect

  • Rights under Consumer Rights Act 2015 may extend beyond these periods for certain defects

Condition Requirements

  • Original packaging must be intact and unused

  • All accessories and documentation must be included

  • Device must not have been used in an emergency situation

  • No damage beyond the reported defect

Documentation Required

  • Original purchase receipt or invoice

  • Detailed description of the defect

  • Serial number and model information

  • Proof of delivery date

Non-Returnable Items

The following defibrillators cannot be returned:

  • Units that have been used in emergency situations

  • Devices damaged due to user error or mishandling

  • Units with expired electrode pads (not covered under defect policy)

  • Defibrillators purchased for training purposes (unless defective)

  • Items without original packaging or documentation

  • Units showing signs of tampering or unauthorized repairs

Return Process

Step 1: Contact Authorization

  • Contact customer service at [phone number] or [email address]

  • Provide purchase details and defect description

  • Obtain Return Merchandise Authorization (RMA) number

Step 2: Packaging and Shipping

  • Package item in original packaging with all components

  • Include RMA number on shipping label

  • Ship via trackable method to authorized return address

  • Customer responsible for return shipping costs unless defect confirmed

Step 3: Inspection and Processing

  • Returned units undergo comprehensive technical inspection

  • Processing time: 10-15 business days from receipt

  • Customer notified of inspection results via email

Resolution Options

Upon confirmation of defect:

Refund

  • Full purchase price refund (excluding shipping costs)

  • Refund processed within 5-10 business days

  • Refund issued to original payment method

Replacement

  • Direct replacement with identical new unit

  • If model unavailable, comparable model of equal or greater value

  • Replacement shipped within 3-5 business days of approval

Important Limitations

No Exchanges Policy

  • Exchanges are not permitted under any circumstances

  • Model changes, feature upgrades, or preference changes not accepted

  • Compatibility issues are not covered unless device is defective

Warranty Considerations

  • Returns policy operates separately from manufacturer warranty

  • Warranty claims should be directed to manufacturer when applicable

  • Returns policy covers immediate defects only

Regulatory Compliance

All returned defibrillators are handled in accordance with:

  • MHRA (Medicines and Healthcare products Regulatory Agency) medical device regulations

  • Consumer Rights Act 2015

  • Consumer Contracts Regulations 2013

  • UK GDPR and Data Protection Act 2018 privacy requirements

  • Medical device disposal guidelines

  • Manufacturer specifications and guidelines

Contact Information

For return authorization and inquiries:

Customer Service Department

Return Address: CROMAS Medical Returns Department 16 Hornbeam Drive Yarm TS15 9BJ United Kingdom

Policy Updates

This policy is subject to change without notice. Current policy version applies to all returns. Policy effective date: 28/07/2025

IMPORTANT NOTICE: Defibrillators are life-saving medical devices. If you suspect a device defect that could impact emergency use, discontinue use immediately and contact emergency services if needed. This returns policy does not supersede any urgent safety concerns or manufacturer recalls.

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