Refund policy

 

1. Applicability

This Refund & Return Policy (“Policy”) is part of and governed by our Terms & Conditions of Sale. Capitalized terms not defined herein have the meaning assigned in the Terms. This Policy applies to all purchases through us.edm-imaging.com unless otherwise agreed in writing.

2. Return Eligibility & Timeframe

  • You must request a return within 30 days from the date of delivery. Requests submitted after this window will not be accepted unless required by applicable law.
  • Returns must be pre-authorized; unauthorized returns may be refused or returned at your expense.
  • Returns are only accepted if items are unused, unaltered, in original packaging, and in resalable condition.

3. Non-Returnable & Non-Exchangeable Items

The following items are final sale and cannot be returned or exchanged, except where a defect is confirmed by us:

  • Custom-made, configured, or personalized products (e.g. made-to-order equipment).
  • Radiation protection products (aprons, vests, thyroid shields, eyewear, accessories).
  • Pessaries and other intimate-use or implantable devices.
  • Medical or sterile products once the seal/packaging is opened, broken, or tampered with.
  • Consumables and single-use products (e.g. gels, drapes, probe covers, sterile packs) once opened or used.
  • Software, digital licenses, or downloads once unsealed, activated, or accessed.
  • Items explicitly marked “non-returnable” at the time of sale.

4. Return Authorization (RMA)

  • To initiate a return, you must contact us at contact@edm-imaging.com (or via your sales representative) to obtain a Return Merchandise Authorization (RMA) number.
  • The RMA number must be clearly marked on the return shipment.
  • Returns without an RMA will be rejected or may incur additional fees.

5. Shipping & Responsibility

  • Unless the product is confirmed defective or shipped in error, you are responsible for all return shipping costs.
  • Risk of loss or damage in transit remains with you until the product is received and inspected by us.
  • If we confirm the item is defective or incorrect, we will arrange or reimburse return shipping at our discretion.

6. Restocking & Processing Fees

  • Returns (other than for defect/error) are subject to a restocking fee of up to 25% of the invoiced price.
  • Refused deliveries, unauthorized returns, or items returned outside the approved RMA process may incur additional handling charges.
  • Fees may also apply for inspection, repackaging, or refurbishment if items are not received in resalable condition.

7. Inspection & Refund Processing

  • Returned items are inspected upon receipt to verify compliance with this Policy.
  • Refunds will be issued to the original payment method (or as store credit, at our discretion) within 7–10 business days after inspection and acceptance.
  • We reserve the right to issue partial refunds or deny refunds if returned items fail inspection.

8. Damaged, Defective, or Incorrect Items

  • You must inspect your order immediately upon delivery.
  • Claims for damaged, defective, or incorrect products must be submitted in writing within 5 business days of delivery, with photos and documentation.
  • If confirmed, we will provide a remedy (repair, replacement, credit, or refund) and may issue a prepaid return label.
  • Claims submitted after the deadline may be denied.

9. Exchanges

We do not process direct product exchanges. To obtain a different product, return the original (if eligible) and place a new order.

10. Amendments

We reserve the right to modify this Policy at any time. Updates take effect when posted on our website. Your continued use or ordering after changes are posted constitutes acceptance.

11. Limitation of Liability

This Policy provides your sole remedy for returns and refunds. Our liability is strictly limited to the purchase price of the product in question, less applicable fees. We are not responsible for any indirect, incidental, or consequential damages arising from a return, refund, or defective product.