Returns, Refunds & Warranty Policy | GradeMart Global

1. B2B Commercial Nature of Supplies

GradeMart Global operates as a specialized cross-border commercial distributor supplying hospitals, municipal emergency services, corporate safety departments, and industrial facilities. Transactions conducted through shop.grademart.com are business-to-business (B2B) contracts governed by commercial purchase orders, Incoterms 2020, and international trade law.

2. International Transit Damage & Marine Cargo Insurance

All orders dispatched under CIF (Cost, Insurance, and Freight) or DAP (Delivered at Place) terms include comprehensive international marine and air freight insurance covering 110% of commercial invoice value against loss or transit damage.

Inspection upon Handover: The consignee or authorized customs broker must inspect shipment crates/pallets upon delivery from carrier.
Claim Window: Any exterior carton crushing, seal tampering, or physical impact damage must be noted on the carrier's Air Waybill (AWB) / Bill of Lading (BoL) and reported to GradeMart within 48 hours of port clearance.
Evidence Required: Clear photographic evidence of crate outer packaging, serialized manufacturer barcode labels, and internal device condition sent to [email protected].
Remedy: Once damage is verified with the freight underwriter, an expedited replacement unit is dispatched via priority air express at zero additional cost to the buyer.

3. Sterile Consumables & Medical Device Hygiene Exclusions

In compliance with international healthcare regulations (ISO 13485 and Medical Device Rules):

Defibrillation Electrodes: CPR-D-padz®, Pedi-padz® II, and CPR Stat-padz® feature hermetically sealed tamper-evident foil packaging to guarantee conductive hydrogel freshness and sterile integrity. Electrode packages whose outer foil pouch has been unsealed, punctured, or compromised cannot be returned or refunded under any circumstances.
Lithium Battery Packs: Due to international aviation dangerous goods regulations (UN 38.3 / IATA DGR), battery packs installed, energized, or removed from factory blister trays cannot be accepted for return.

4. Manufacturer Warranty Coverage & RMA Claims

All primary capital defibrillators and diagnostic monitors supplied by GradeMart are backed by official OEM manufacturer warranties:

ZOLL AED Plus®: 7-Year Limited Warranty (5 years standard + 2 years with factory registration).
ZOLL AED 3® / AED 3 BLS: 8-Year Extended Warranty (5 years standard + 3 years warranty registration).
PlusTrac™ Cloud Software: 99.9% Service Level Agreement (SLA) with active subscription.

In the rare event of an operational malfunction or self-test diagnostic error, GradeMart coordinates Return Material Authorization (RMA) with authorized regional ZOLL medical technical service centers for calibration, board replacement, or unit exchange.

5. Cancellation & Refund Settlement Timelines

Pre-Dispatch Cancellation: Purchase orders may be cancelled prior to customs export filing (Shipping Bill generation) by notifying your assigned procurement manager in writing.
Refund Processing: Approved refunds are credited strictly via the original settlement route (international SWIFT wire or Razorpay International reversal) within 5 to 7 business days in the original invoicing currency.

6. Questions & Warranty Assistance

For warranty registration, batch traceability, or shipping insurance claims: