Returns and exchanges
We take the quality of our products seriously and work to make service comfortable and safe for every customer.
The rule
Medical products of proper quality, delivered to the customer in working condition and with no signs of a manufacturing defect, cannot be returned or exchanged — under the rules currently in force for this category of goods in the Republic of Kazakhstan.
We check the condition of every product before handing it over. If a fault appears after the product has been used, we review the case individually.
Checked before handover
Every product is inspected for condition before it reaches the customer.
Diagnostics
Our company runs a service centre that examines the product and establishes the cause of the fault.
For products such as walkers, manual and electric wheelchairs and other equipment, diagnostics identify the nature of the damage and establish whether it is related to:
This makes it possible to determine responsibility for the fault objectively.
The outcome
If diagnostics confirm a manufacturing defect or a fault caused by us, we resolve the matter in the customer's favour. Depending on the situation and the customer's preference, we can offer:
Refund
We transfer the money via Kaspi.
Exchange
For an identical or another suitable product, agreed with the customer.
Service and repair
Repair at our service centre when that is the best solution.
We always aim to resolve the matter as quickly as possible and in the customer's interest.
If the product was delivered in working order, with no manufacturing defect, and the fault was caused by incorrect use, mechanical damage or other actions on the customer's part, the product is not returned or exchanged.
What to do
If you have any questions about how your product works, contact us first. We will run diagnostics and give you an objective conclusion on the cause of the fault.
About the service centre