RETURNS, WARRANTY & RMA POLICY

TEMPLE MEDICAL & SCIENTIFIC

 

1. Scope andApplicability

This policy applies to all wholesale customers purchasing medical devices, accessories, and consumables from Temple Medical & Scientific (“TMS”).

TMS operates strictly on a Business-to-Business (B2B) basis. Customers are expected to comply with the procedures outlined below to ensure efficient handling of returns, warranty claims, and regulatory compliance.

 

2. Inspection and DOA / Damage Claims

All goods must be inspected upon receipt.

  • Claims for Dead on Arrival (DOA), shipping damage, or packaging issues must be reported within 14 days of delivery.
  • Claims submitted outside this period may not be eligible for replacement, credit, or refund.

Failure to notify within this timeframe constitutes acceptance that goods were received in good condition.

 

3. Warranty Coverage

Warranty terms vary by manufacturer, product type, and category.

  • Warranty periods and conditions are provided:
  • On sales quotations
  • On product listings
  • Through the TMS support and servicing team

Important Notes:

  • Devices: Covered under manufacturer warranty terms (varies by brand).
  • Accessories and Consumables: Supplied with limited warranties.
  • Generally not covered for wear-and-tear, misuse, or consumable depletion

TMS acts as a distributor and facilitates warranty assessment in accordance with manufacturer terms and applicable laws.

 

4. Returns Process (RMA Requirement – Mandatory)

4.1 Lodging a Service Ticket (RMA Request)

All returns must be initiated via an official Service Ticket through the Customer Support Portal.

This ensures:

  • Full traceability
  • Compliance with manufacturer and regulatory requirements
  • Efficient triage and resolution

Each request must include the following information:

  1. Description of product usage prior to fault
  2. Cleaning and maintenance regimen
  3. Clear photos showing multiple angles of the issue
  4. Log files (where applicable for software/firmware diagnostics)
  5. Serial numbers and model numbers
  6. A separate ticket per device for traceability

Incomplete submissions may delay processing.

4.2 Acknowledgement and Assessment

A TMS support representative will:

  • Acknowledge receipt of the request
  • Review and clarify the reported issue
  • Request any additional required documentation

Where required, customers may be directed to upload further information via the Support Portal to meet mandatory manufacturer and regulatory requirements.

 

5. RMA Approval and Return Authorisation

Returns will only be accepted once:

  • A Return Merchandise Authorisation (RMA) number has been issued
  • All required documentation has been submitted and assessed

Unauthorised returns (without an RMA) may be rejected or returned at the customer’s expense.

 

6. Packaging, Labelling, and Compliance Requirements

Once an RMA is issued:

  • Goods must be securely packaged to prevent transit damage
  • The shipment must clearly display:
  • RMA Number
  • Service Ticket Number

 

Returns Address

All RMA returns must be sent to:

Temple Medical & Scientific
Attn: Service Department – Returns
Unit 3 / 13 Lyell Street
Mittagong NSW 2575
Australia

 

Medical Device Compliance:

  • Devices must be:
  • Properly cleaned and decontaminated
  • Free from biological contamination
  • All patient identifiable data must be removed prior to return
  • TMS accepts no responsibility for data breaches resulting from non-compliance

Non-compliant returnS may be rejected.

 

7. Assessment, Repair, Replacement or Credit

Upon receipt:

  • TMS will inspect and test the returned item
  • Determination will be made whether the item qualifies for:
  • Repair
  • Replacement
  • Credit or refund (where applicable)

Assessment outcomes are subject to:

  • Manufacturer warranty terms
  • Condition of goods
  • Compliance with return procedures

 

8. Replacement Policy (Warranty Claims)

For approved warranty claims:

  • Replacement devices will be supplied only after the faulty item has been received and verified by TMS

TMS does not offer advance replacements unless explicitly agreed in writing.

 

9. Refunds and Merchant Facility Compliance

To comply with Commonwealth Bank IMF merchant facility requirements:

  • Refunds (if approved) will be processed:
  • Back to the original payment method only
  • To the original purchasing entity

TMS does not provide:

  • Cash refunds
  • Refunds to alternative accounts

Refunds are issued only where:

  • Goods are confirmed faulty, not as described, or not fit for purpose under applicable Australian Consumer Law (ACL), or
  • Required under contractual or statutory obligations

 

10. Non-Returnable Items

The following items are generally non-returnable unless faulty:

  • Consumables that have been opened or used
  • Products not in original condition
  • Items returned without RMA approval
  • Items damaged due to misuse, improper storage, or non-compliant cleaning

 

11. Limitation of Liability

To the maximum extent permitted by law:

  • TMS liability is limited to:
  • Repair, replacement, or refund of the product

TMS is not liable for:

  • Indirect or consequential loss
  • Loss of revenue, data, or clinical outcomes

 

12. Australian Consumer Law

Nothing in this policy excludes rights under the Australian Consumer Law (ACL).

Where applicable, goods come with guarantees that cannot be excluded, including that products are:

  • Of acceptable quality
  • Fit for intended purpose

 

13. Contact and Support

All return requests must be submitted via the Customer Support Portal.

For assistance, please contact your TMS account manager or support team.