Return & Refunds Policy - Roma Medical

Roma Medical Aids Limited (RMA) will accept goods returned under the following conditions:
  1. The customer MUST firstly email RMA Customer Service with details of the proposed return BEFORE any goods can be returned. Upon receipt of the request RMA will then advise the customer of their options concerning their request. The Customer Service Department will issue a RETURN AUTHORITY NUMBER (RAN) which will be used as a future reference.
  2. The CUSTOMER must provide all relevant details on the request form ensuring reference to the appropriate RMA purchase invoice.
  3. It is the responsibility of the CUSTOMER to ensure the items due to be returned are suitably packed.
  4. Freight arrangement for return of goods.
    • If the goods are faulty or incorrectly supplied, RMA will pay the freight and will nominate a carrier and arrange collection. RMA will not be responsible for freight charges if any other carrier is used.
    • If the goods are proved not to be faulty or incorrectly supplied, they will be returned to the Customer at the Customers expense. Alternatively, for non-faulty goods or goods returned for any other reason a rehandling and restocking charge of 20% (minimum £10) of the original invoice value for that item will be made and a credit will be issued on that basis.
    • For goods returned for any other reason apart from faulty or incorrectly supplied products, the freight will be at the expense of the Customer.
  5. On receipt of the goods RMA will check to determine that state of the goods.
    • If, in the expert opinion of RMA, the goods are faulty or incorrectly supplied, then a credit for the full amount of the original invoiced value for that item will be raised. It will be referenced to the RAN
    • If the goods are not proved to be faulty or incorrectly supplied, they will be returned to the Customer at their freight expense. Alternatively, for non-faulty goods or goods returned for any other reason a rehandling and restocking charge of 20% (minimum £10) of the original invoice value for that item will be made and a credit will be issued on that basis
    • If any of the goods returned are damaged or defaced in any way which could prevent the goods from being sold then no credit will be issued
6. In order to claim a credit for goods incorrectly supplied either quantity or product, RMA must be notified within 48 hours of receipt of these goods. Beyond this time RMA reserves the right not to recognise any claim.\
All other goods will only be accepted for return only after written agreement from RMA Customer Service Department and only up to a maximum of 3 months from the invoice date.

No credit for any reason will be issued for goods purchased more than 12 months prior to the claim being made.

Procedure

To return goods to RMA the following simple procedure MUST be followed.

  1. Email RMA Customer Service Department (sales@romamedical.co.uk) with details and explanation of the proposed goods to be returned. Photographs must be included in the explanation email.
  2. RMA Customer Service will assess the details and if deemed appropriate will issue a Returns form and including a unique RETURN AUTHORITY NUMBER.
  3. The Returns form MUST be fully completed by the CUSTOMER and returned to RMA Customer Services Department. The RAN must be clearly visible on all documentation, correspondence and packaging to allow clear identification.
  4. If the return is for allegedly faulty goods, the RMA Customer Service Department will give instruction as to the freight carrier to be used.
  5. If the return is for reasons other than faulty or incorrectly supplied goods the CUSTOMER must arrange for the return freight and then notify RMA of the details of the consignment.
  6. On receipt by RMA, an assessment will be made and if the goods are proved to be faulty or incorrectly supplied then a Credit Note will be issued, cross referenced to the RAN.
If the goods are not proved to be faulty the RMA Customer Service Department will notify the customer and give the CUSTOMER the choice of either taking back the goods (at the customers freight cost) or accepting a credit note less the restocking and rehandling charge of 20% of the initial invoice value (minimum £10).