Returns & Refunds

Effective Date: November 2025
Last Updated: November 2025

At Flexi Healthcare Ltd, we take pride in supplying high-quality medical and laboratory equipment from trusted manufacturers. Each product is carefully inspected before delivery to ensure it meets our strict quality standards.
This policy outlines our procedures for returns, replacements, and warranty support.

1. General Overview

This Returns & Warranty Policy applies to all equipment, consumables, and accessories purchased through Flexi Healthcare Ltd.
By placing an order or accepting delivery of our products, you acknowledge and agree to the terms set out below.

Because medical equipment requires specific storage, calibration, and handling, all returns are subject to review and approval by our technical team.

2. Eligibility for Returns

You may request a return or replacement if:

  • The product was damaged during delivery;
  • You received the wrong item or incomplete shipment; or
  • The equipment is found to be defective upon installation.

To be eligible for return:

  • You must notify us within 7 days of delivery;
  • The product must be unused, in its original packaging, and include all manuals, cables, and accessories;
  • A valid proof of purchase (invoice or delivery note) must be provided.

Items not meeting these conditions may not qualify for return.

3. Items Not Eligible for Return

We are unable to accept returns for:

  • Consumable products (e.g., test kits, reagents, gloves, syringes) once opened;
  • Custom-ordered or specially configured equipment;
  • Products that have been installed, used, or tampered with;
  • Items without serial numbers or original packaging.

4. Return & Inspection Process

  1. Submit a Return Request:
    Contact us at info@flexihealthcare.co.ug or call +256774449242 within 7 days of delivery. Include the invoice number, reason for return, and photos (if applicable).
  2. Initial Review:
    Our customer service team will verify your claim and issue a Return Authorization (RA) number if approved.
  3. Return Shipment:
    Products must be shipped back or delivered to our office within 7 business days of RA issuance. The customer is responsible for safe packaging and transportation unless the product was damaged on delivery.
  4. Inspection & Outcome:
    Once received, our technical team will inspect the item and confirm eligibility.

    • If approved, we will replace the item or issue a credit note/refund within 10 business days.
    • If rejected, the item will be returned to you at your cost.

5. Warranty Coverage

All equipment supplied by Flexi Healthcare Ltd is covered by a manufacturer’s warranty (typically 6 to 24 months, depending on the product).
The warranty covers:

  • Manufacturing defects;
  • Functional failures not caused by misuse or improper installation.

The warranty does not cover:

  • Damage due to mishandling, electrical faults, or unapproved repairs;
  • Consumables or accessories;
  • Normal wear and tear.

To request warranty service, contact our support team with:

  • Product name and serial number;
  • Proof of purchase;
  • Description of the issue.

Our technical department will coordinate repairs or replacement in collaboration with the manufacturer.

6. Refunds (If Applicable)

Approved refunds will be processed using the original payment method, minus any applicable logistics or inspection fees.
Refunds typically take 5–10 business days after return approval.

7. Delivery Damage Policy

If your shipment arrives visibly damaged:

  • Take photos immediately before opening the package;
  • Notify our logistics department within 24 hours at info@flexihealthcare.co.ug;
  • Keep all packaging materials for inspection.

We will arrange for repair, replacement, or refund once the claim is validated.

8. Contact Information

For all return or warranty requests, please contact:

Flexi Healthcare Ltd
Email: info@flexihealthcare.co.ug
Phone: +256774449242
Address: Kampala Entebbe Rd, Kampala Uganda
Website: https://flexihealthcare.co.ug

Flexi Healthcare Ltd reserves the right to modify or update this policy at any time to align with industry standards and manufacturer agreements. Updates will be posted on this page with a revised “Last Updated” date.

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