Return & Refund Policy

Thank you for choosing xdetects. As a specialized platform for secondhand, pre-owned, and refurbished medical equipment, we understand that medical devices require precision, compliance, and strict operational integrity. Please read this policy carefully before making a purchase.

Due to the high value, complex logistics, testing/recalibration requirements, and regulatory standards associated with used medical devices, our return policies strictly differ from standard retail e-commerce guidelines. All sales are governed by the specific terms outlined below.

1. Return & Cancellation Conditions

Because items listed on xdetects are secondary-market medical devices, returns are restricted and only evaluated under the following conditions:

  • Time Frame: Any discrepancy, defect, or return request must be formally initiated within 15 days of the equipment’s delivery to the destination facility.
  • Condition of Goods: The equipment must remain in the exact condition in which it was delivered. No unauthorized disassembly, component swapping, software alteration, or clinical usage is permitted. All original accessories, software dongles, cables, manuals, and crating/packaging must be fully intact.
  • Verification: Returns will only be processed if our technical inspection confirms that the item matches the serial numbers and pre-shipment diagnostic logs recorded by xdetects.

2. Non-Returnable Items

The following categories of equipment and transactions are strictly exempt from returns or refunds:

  • Equipment clearly sold on an “As-Is, Where-Is” basis as stated in the product description or final invoice.
  • Customized, modified, or specially configured medical systems tailored to your specific clinical facility.
  • Devices that have been subject to field integration, calibrated locally, or integrated into a live clinical/hospital environment.
  • Perishable parts or high-wear components (such as x-ray tubes, ultrasound probes, or batteries) that have been put into operation post-delivery.

3. Return Verification Process

To initiate an evaluation for a return or exchange, buyers must follow the platform protocol:

  • Submit a formal request via the official communication channels or email at sales@xdetects.com, providing the order number, equipment serial numbers, and a detailed engineering/technical diagnostic report demonstrating the issue.
  • If the initial assessment qualifies for a review, xdetects will issue a Return Merchandise Authorization (RMA) along with designated international warehouse routing instructions.
  • Do not ship any medical equipment back without an official RMA. Unauthorized shipments will be rejected at the port of entry and returned at the buyer’s sole expense.

4. Shipping, Logistics, and Restocking Fees

  • Buyer Responsibility: For standard approved returns or technical mismatches not caused by platform error, the buyer bears all international crating, freight shipping, port handling, and customs clearing costs.
  • Restocking Fee: Approved standard returns are subject to a restocking and recalibration fee of up to 20% of the original transaction value to cover technical re-testing, safety certification, and remarketing costs.
  • Platform Error / Major Variance: If the equipment delivered deviates substantially from the technical specifications and verification videos provided prior to sale, xdetects will coordinate corrected parts, engineer support, or arrange return freight coverage to resolve the discrepancy.

5. Refunds

Upon safe arrival and un-crating at our designated technical center, the equipment will undergo a comprehensive compliance and serial number audit. This inspection process typically takes 5–7 business days.

Once approved, refunds will be initiated. Due to the high-value commercial nature of medical trade, refunds will be credited via corporate bank wire transfer (or original secure payment channel) within 7–10 business days. Local or intermediary banking fees are borne by the recipient.

6. International Transit Damage

Medical equipment must be carefully inspected immediately upon arrival. If the international carrier has compromised the shipping crate or caused structural damage to the system during transit, the buyer must document the damage with photographs/videos and mark the delivery receipt as “Damaged upon receipt”. Contact xdetects within 48 hours of delivery to initiate an insurance and freight claim.

7. Contact Us

If you have any questions concerning our return policy, equipment compliance, or return authorizations, please contact our support team at sales@xdetects.com.