Returns & Cancellation Policy

If you need to cancel an order, contact Aurevant Medical as soon as possible and provide your order or purchase order reference. Cancellation eligibility depends on the order processing and fulfillment status, the applicable purchase terms, and any product-specific conditions. Orders that have already entered production, preparation, dispatch, or another fulfillment stage may be subject to additional conditions.

• Order or purchase order reference.
• Organization or purchasing department details.
• Products and quantities affected.
• Reason for the cancellation, if applicable.
• Preferred contact details.

Product returns require review and authorization before goods are sent back. Contact our team with the relevant order details, product identification, quantity, and reason for the request. Photographs, packaging details, delivery records, or additional information may be requested to assess the request. Please do not ship products back without obtaining return instructions or authorization.

If a shipment arrives damaged, contains an incorrect item, or appears to be missing products, notify Aurevant Medical promptly. Retain the original packaging where possible and provide the order or shipment reference, product identification, quantity, discrepancy description, photographs, and delivery records.

• Order or shipment reference.
• Product name, model, and quantity.
• Description of the discrepancy or damage.
• Photographs of the packaging and affected items.
• Delivery documentation or other relevant evidence.

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Return eligibility is assessed according to the applicable purchase terms and product-specific requirements. Our team confirms applicable conditions before goods are returned.

• Whether the product is eligible for return.
• Product condition and completeness.
• Original packaging and accompanying components.
• Whether the product has been installed, used, or modified.
• Product identification and traceability.
• Applicable storage, handling, safety, and quality requirements.

Reagents, calibrators, quality-control materials, consumables, and other products with specific storage or handling requirements may be subject to additional return restrictions. If you have concerns about a delivered product, contact our team promptly and provide the product identification and batch or lot information where applicable. Do not return temperature-sensitive or controlled products until the appropriate instructions are provided.

Where a return is approved, Aurevant Medical will communicate the applicable procedure, including any required authorization reference, packaging instructions, destination, and shipping arrangements. Responsibility for return shipping, handling charges, and related costs depends on the reason for the return and applicable purchase terms. Retain shipping records until the return is received and processed.

The available resolution depends on the circumstances of the request and the applicable purchase terms. Where appropriate and approved, a resolution may involve a refund, replacement, correction of an order, or another agreed arrangement. Refund eligibility, payment method, processing arrangements, and timing are determined by the relevant terms and confirmed resolution.

Use the five-step process below to provide the information needed for review.

Shipping & Delivery: review shipment coordination, delivery arrangements, and receiving guidance.
Warranty Policy: review warranty coverage and the process for requesting warranty assistance.
Service & Technical Support: contact our team about technical product issues.
Product Documentation Centre: access approved product documents and technical resources.

For order cancellations, return requests, delivery discrepancies, or questions about eligibility, contact our team with your order reference and a description of your request. We will review the matter and guide you through the appropriate next steps.