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Policy Details
All returns require an RMA (Returned Material Authorization) number. Please contact KCI to complete the RA request form to obtain an RMA number prior to returning product. Returns will be authorized in accordance with the following policy. If it is deemed that the part should be returned, a KCI sales representative will give the customer a return authorization number and ship-to address to return the product. Products will not be accepted by KCI for return if not accompanied by a valid RMA number, which must be clearly marked on the outside of the package.
Stock and Non-Stock Returns
Stock and Non-Stock returns must be made within thirty (30) days of the invoice date and will be evaluated on a part-by-part basis taking into account current stock levels. Authorization of restock returns is at the sole discretion of KCI, Inc. If a part is authorized for return and is a customer error, 20% of the purchase price will be applied as a standard restocking charge. Parts must be new, unused, and contain all the original packaging, instruction manuals and accessories.
Warranty Returns
Products to be returned must be within the applicable warranty period. However, certain items require a completed service report prior to the issuance of a Return Authorization Number for a valid warranty claim. If applicable, a KCI representative will notify the customer. Final disposition of the returned product will often require consultation with KCI suppliers. The customer may request that a replacement be sent immediately, (pending determination by the KCI supplier). The replacement product will be billed to the customer’s account in accordance with our standard payment terms. Then, once a final decision on the return is made, a credit will be issued if the warranty claim is allowed. However, if the product is not covered by the warranty, the original product will be returned to the customer.
Non-Warranty Returns
If the customer wishes to return a product for repair that is no longer within the warranty period, or for damage not covered by the warranty, the sales representative will advise the customer of the estimated cost of the repair.
Return of the product will be the authorization to repair and agreement to pay for the cost of repair, whether or not it exceeds the original estimate.
Non-Cancelable/ Non-Returnable /Custom Order Returns
The return of all non-cancelable, non-returnable, custom order parts is subject to acceptance by the original manufacturer.
Defective custom order returns will only be allowed based on the Vendor’s acceptance, even if the product is defective out of the box. However, under no circumstances will credit be given without vendor authorization. If deemed allowable, the product will be sent to the manufacturer for repair or replacement, at their option.