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Refunds and returns

» Refunds and returns

Refunds and returns

Our returns policy forms part of our terms and conditions of sale and must be read in conjunction with it. We reserve the right to change this returns policy at any time. This returns policy was last updated on 1/02/23.

It is important that you always check your order or item when you receive it and before you use it. Any errors or problems need to be reported to us immediately so that we can investigate.

Before attempting to return an item, you will need to contact our customer service team to request a return authorisation number. Without this number, it may be difficult to process your return, which means the process may take longer.

Your statutory rights

Our returns policy does not affect your statutory rights, but please note that this is a business to business contract as we do not supply goods for personal use and our contracts are based on our own terms and conditions.

Right of Cancellation

 

To exercise your right of cancellation, you must inform us of your decision to cancel this contract by a clear statement (e.g. by email or postal letter). You can use the example model cancellation form below, but this is not compulsory.

Please ensure that the items you return are unopened and in any original packaging. Unwanted items need to be in their original condition and any seals unbroken. They must be ‘new’ (still in their original packaging) or ‘like new’ (unpackaged but unused and carefully repackaged) and in a fully resalable condition in order to be qualify for a refund.

Please check carefully before ordering and do not hesitate to contact us, regardless of whether the product you have chosen is suitable for your clinic or your equipment, if you have ordered the wrong product we must charge a 50% restocking fee after your requirements have changed Order, or you have simply changed your mind. This charge covers our administrative time and costs.

We reserve the right to increase the restocking fee.

 

Effect of cancellation

If the loss is due to unnecessary handling by you, we may deduct the loss of value of any goods supplied from the compensation.

We will make the reimbursement without undue delay no later than:

(a) 7 days from the date we receive any goods returned by you; or

(b) if earlier, 7 days after the date on which you provide evidence that you have returned the goods; or

(c) if the goods have not been supplied, 7 days after the date on which we are notified of your decision to cancel the contract.

Unless you have expressly agreed otherwise, we will make the refund using the same payment method you used for the initial transaction. In no case will you incur any costs as a result of the reimbursement. You will have to bear the direct costs of the return.

Model Cancellation Form

To:(Contact our customer service)

I hereby give notice of cancellation of the contract of sale of the following goods:

Date of order:

Order number:

Customer’s name:

Customer’s address:

Customer’s signature (only if sent in paper form):

Date:

What do I do if I receive an incorrect item?

We have high standards when packing your order, but mistakes can be made; from time to time they happen. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our best to resolve your enquiry quickly and easily and with minimum inconvenience.

When considering a return, we will review each case individually; in some cases we may require additional information (such as pictures) in order for us to choose the best course of action. Our aim is to provide you with the best solution as soon as possible.

What do I do if my item is damaged?

Although we take care to prevent any damage to your goods during transit, problems can still occur. If you receive a damaged item, please accept our apologies.

Please do not refuse receipt of the goods, but accept them and contact us immediately. Refusal may actually result in a delay in returning the parcel.

Please include pictures of any damage in your message. A member of our team will review the details and provide the best solution to resolve your enquiry.

How do I report a fault with my product?

Please accept our apologies if you believe your item is faulty. We take all complaints about the quality of our products seriously and we need to investigate the reported fault in more detail.

To do this, we ask that you contact us with details of the fault and, where possible, include pictures in your message.

Will you refund my return postage costs?

We are more than happy to refund postage costs for items that need to be returned due to an error on our part. For example:

-If we have sent the wrong item

-If the item is damaged or defective

We do not refund postage costs for returning items that are unwanted or no longer required. These costs will need to be borne by you and again we recommend that you use a delivery service that insures you for the value of the item.

We will not refund the postage cost of returning any items due to reported damage or faults if no errors are found during testing. The cost of sending the item back to you will depend on the item and will be communicated to you upon completion of the testing process.

Complaints

If you are unhappy with the way we have handled the return or replacement of any item, we would like to know about this. Our aim is to resolve the problem for you, so please contact our customer service by phone or email