Refund & return policy

Draft

§1Scope

This policy covers returns, repairs and refunds for medical equipment sold by SonarShop, a division of Surgi-Clin (Pty) Ltd, on a quotation basis. It works alongside our terms & conditions and does not take away any right you have under the Consumer Protection Act 68 of 2008 (“CPA”) where that Act applies to your purchase.

§2Before dispatch

Every machine and probe is inspected and tested by Surgi-Clin engineers before it leaves us. This is why genuine defects on arrival are rare, and why we take them seriously when they happen.

§3Transit damage — report within 48 hours

• Inspect your consignment on delivery and note any visible damage on the courier's waybill before signing.
• Report transit damage to admin@sonarshop.co.za within 48 hours of delivery, with photographs of the packaging and the goods.
• Timely reporting lets us claim against the courier and insurer and replace or repair the item without argument. Late reports make the cause of damage hard to establish and may delay or prejudice the claim.

§4Returns — incorrect or defective goods

• If we supplied the wrong item, or the item is defective on arrival, tell us within 7 days of delivery.
• Returned goods must be unused, in their original condition and packaging, and accompanied by proof of purchase (our invoice).
• We will confirm the return arrangements in writing before you ship anything back; do not return goods without a return reference from us.

§5Warranty claims — 6 months

Equipment we supply carries a 6-month warranty against defects in materials and workmanship (see the terms & conditions). If a defect appears within the warranty period, the item will be repaired, replaced or refunded, consistent with the warranty and with your rights under section 56 of the CPA. The claim procedure:

• E-mail admin@sonarshop.co.za with the equipment serial number, your invoice number and a description of the fault.
• The item is assessed by Surgi-Clin engineers, either on site or at our workshop, to establish the cause of the fault.
• If the fault is a covered defect, we repair or replace at our cost; if neither is practical, we refund.
• If the assessment finds the fault is excluded (see §6), we will quote for the repair before doing any work.

§6Exclusions

The warranty and free returns do not cover:

• damage from misuse, neglect, incorrect operation or operation contrary to the manufacturer's instructions for use;
• damage from unauthorised repair, modification or opening of the equipment by anyone other than Surgi-Clin engineers or a person we authorise in writing;
• consumables and wear items (gel, paper, batteries and similar);
• cosmetic wear that does not affect function, on refurbished equipment sold as such.

§7Refunds

• Approved refunds are paid by EFT to the bank account from which we were paid, within 7–10 business days of the refund being approved.
• Refunds cover the price paid for the goods concerned. Where the return is due to our error or a defect, delivery charges are refunded as well.

§8Who pays return shipping

• SonarShop pays return shipping where the goods are defective or were incorrectly supplied.
• In all other cases the customer arranges and pays for return shipping, and bears the risk of the goods until they reach us. Insure the consignment; this equipment is fragile and expensive to replace.

§9Contact

All returns, damage reports and warranty claims: admin@sonarshop.co.za · +27 12 807 4587. This document is Rev 0.1, a draft pending review by the company's legal adviser.