Return Policy
Lag Medical Inc. supports a structured return workflow for approved B2B purchases of ophthalmic equipment and optical solutions. This policy applies to clinics, laboratories, optical stores, and professional distributors purchasing through our Miami platform.
1. Return Authorization Requirement
All returns require prior written approval and a valid return reference. Unapproved returns may be refused at receipt.
2. Return Request Window
- Standard products: request within 7 business days from delivery.
- Defective or transit-damaged items: report within 48 hours of delivery.
- Custom or special-order items: generally not returnable unless approved by Lag Medical Inc.
3. Product Condition Standards
- Products must be unused, complete, and in original packaging when return is based on non-defect reasons.
- Medical and diagnostic equipment must pass technical inspection upon return.
- Missing accessories, damaged packaging, or signs of use may reduce credit eligibility.
4. RMA and Documentation
Approved returns may require invoice copy, serial numbers, images, packing details, and shipment tracking. Return labels or routing instructions are issued after RMA approval.
5. International Return Logistics
For international buyers, return shipping, export documentation, and customs handling are generally the customer responsibility unless otherwise agreed in writing.
6. Inspection and Resolution
After receipt in Miami, products are inspected to confirm condition and eligibility. Approved returns are resolved by replacement, account credit, or refund per the applicable commercial terms.
Frequently Asked Questions
Can we return opened equipment?
Opened products may be reviewed case by case; approval depends on condition and reason for return.
Do we need RMA before shipping back?
Yes. RMA approval is mandatory for all returns.
Need Assistance?
Contact Customer Service with your order number, item details, and return reason to start the RMA process.