Refund policy

We sell two kinds of equipment, and each has its own return terms. Used equipment is sold as-is with a 30-day return window. Refurbished equipment is covered by the warranty in your written quote.

Used equipment

Used equipment is sold as-is, without any warranty, express or implied. You may return a used item within 30 days of delivery for a refund.

• How to start a return. Email mkopin@atwatermedicalexchange.com with your order number and the reason for the return. We will reply with return instructions. Items sent back without approval may be refused.
• Condition. Returned items must arrive in the same condition we shipped them, with all parts, accessories, and documentation included. Items that have been used on a patient, altered, or damaged after delivery cannot be returned.
• Return shipping. You pay return shipping. Large items must be returned by freight, packed to the same standard we shipped them.
• Refunds. Once we receive and inspect the item, we refund the purchase price to your original payment method, usually within 5 business days. Original shipping charges are not refunded.
• Wrong or damaged items. If we sent the wrong item, or the item does not match its listing, we pay return shipping and refund in full, including original shipping. Freight damage must be noted on the delivery receipt (see our Shipping Policy).

Refurbished equipment

Refurbished units are sourced and prepared to your order. Each unit carries a 90-day warranty beginning on delivery. The full warranty terms are included in your written quote, and the quote governs if it differs from this policy.

• Warranty claims. If a covered defect appears within 90 days of delivery, contact us. We will repair the unit, replace it with an equivalent unit, or refund the purchase price, at our option.
• Returns outside the warranty. Because units are prepared to order, we do not accept returns for change of mind unless your quote says otherwise.
• Not covered. Consumables, accessories not listed in the quote, damage from misuse, accidents, improper installation, unauthorized repair, or normal wear.

Order cancellations

You may cancel an order for a used item at no charge before it ships. Cancellation terms for refurbished orders are set in your quote.

Questions

Contact us at mkopin@atwatermedicalexchange.com.