# Return and Warranty Policy - Promotal MedConnect > Return, warranty and return authorisation policy for Promotal MedConnect professional equipment. # Return and Warranty Policy **Effective date: July 9, 2026** This Return and Warranty Policy applies to the sale of products, equipment, devices, accessories, software, licences and related services supplied by PROMOTAL SAS, including under the Promotal MedConnect trade name. It supplements the applicable quotations, purchase orders, invoices, special terms and general terms. If there is a conflict, the written terms expressly accepted by PROMOTAL for the relevant order prevail. ## 1. Professional scope Our solutions are intended for professionals, facilities, distributors, healthcare organisations and institutional buyers. Unless expressly agreed otherwise in writing, sales are made in a professional business context. Any mandatory consumer right, mandatory legal warranty or other right that cannot legally be excluded remains unaffected. ## 2. General rule: all sales are final Except with PROMOTAL's prior written agreement or under a valid accepted warranty claim, all sales are final. PROMOTAL does not accept returns, refunds, exchanges, cancellations or credits for convenience, ordering mistakes, change of mind, unsuitability for an undisclosed need, end-customer cancellation, lack of financing, lack of administrative authorisation, local incompatibility, unused status or unopened packaging. This rule applies from order confirmation, invoice issuance, shipment preparation, handover to the carrier or delivery, whichever occurs first. ## 3. Returns only under an accepted warranty claim A return may be accepted only when a defect is covered by an applicable warranty and after written approval from PROMOTAL. The warranty may provide, at PROMOTAL's discretion and within the limits of the contractual documents, repair, replacement, supply of parts, remote intervention, software correction or commercial credit. The warranty does not cover damage or malfunction caused by misuse, incorrect installation, unauthorised modification, repair by an unauthorised third party, normal wear and tear, consumables, batteries and accessories unless expressly stated otherwise, transport damage after transfer of risk, network issues, configuration issues, local compatibility, storage, customs issues or use contrary to the documentation. ## 4. Return authorisation is mandatory No product may be returned without PROMOTAL's prior written authorisation. The customer must obtain a return authorisation number, or RMA, before any shipment. Unauthorised returns may be refused, returned at the customer's expense or held pending instructions, without any admission of liability by PROMOTAL. To request return authorisation, the customer must provide at least the quotation, purchase order or invoice number, the serial number or product identifier if available, a precise description of the alleged defect, useful photos or videos, the conditions of use and the contact details of the responsible person. ## 5. Hygiene, safety and health data Before any authorised return, the customer must clean, disinfect and package the equipment in accordance with the rules applicable to devices and materials used in a healthcare environment. PROMOTAL may refuse any product presenting a sanitary, biological, chemical or safety risk. The customer is solely responsible for removing, anonymising or securing any personal data, health data, credentials, network configurations and confidential information present on a returned product. No product containing identifiable patient data may be shipped without PROMOTAL's prior written instructions. ## 6. Transport, packaging, customs and costs Unless mandatory law or a written agreement requires otherwise, the customer bears return shipping, insurance, packaging, handling, customs, duties, taxes, brokerage and reshipment costs. The risk of loss or damage remains with the customer until the product is actually received by PROMOTAL or by the service centre stated in the return authorisation. Products must be packed in their original packaging or in packaging offering equivalent protection. Damage caused by insufficient packaging may exclude warranty coverage. ## 7. International sales International sales are final. PROMOTAL does not accept returns or refunds due to import refusal, customs hold, shipping delay, local tax or duty, local regulatory requirement, electrical, network, language or technical incompatibility, delivery refusal, lack of use authorisation or inability to install the product in the destination country. Unless expressly agreed otherwise in writing, the customer acts as importer of record and is responsible for checking before ordering that the products may be imported, installed, used, registered and operated in its country. Warranty remedies for international sales may be provided remotely, by parts shipment, repair, replacement or another solution considered appropriate by PROMOTAL. Cross-border costs remain the customer's responsibility unless expressly stated otherwise in writing. ## 8. Software, licences, services and configuration Software, licences, access rights, subscriptions, custom developments, configurations, integrations, training, professional services and deployment services are not returnable or refundable once access has been provided, a licence has been activated, the service has begun or preparatory work has started, except where mandatory law or a written agreement requires otherwise. ## 9. Shipping damage and shortages The customer must inspect the products upon delivery. Any visible damage, missing parcel, opened parcel, missing product or carrier reservation must be reported to the carrier under the carrier's procedures and notified to PROMOTAL in writing within forty-eight (48) hours after delivery, with photos and transport documents. Late notice may prevent or limit any claim against the carrier or PROMOTAL, to the extent permitted by law. ## 10. Diagnosis and refusal of coverage Acceptance of a product for inspection is not an admission that a defect is covered by warranty. If PROMOTAL determines that the defect is not covered, that the product is not defective, that the failure results from an excluded cause or that the request is unfounded, PROMOTAL may charge diagnosis, labour, storage, transport and restoration costs, or provide a repair quotation. ## 11. No waiver Any exceptional acceptance of a return, credit or commercial gesture by PROMOTAL is strictly limited to the relevant case. It creates no future right, no mandatory commercial practice and no waiver of this Policy. ## 12. Governing law and jurisdiction This Policy is governed by French law, subject to applicable mandatory rules. Failing amicable resolution, any dispute relating to a professional sale will be submitted to the competent courts of France, unless a written agreement provides otherwise or a mandatory rule requires another jurisdiction. ## 13. Contact For any warranty or return authorisation request: PROMOTAL SAS 22 rue Saint-Denis-de-Gastines, 53500 Ernée, France [info@promotal-medconnect.com](mailto:info@promotal-medconnect.com)