Returns & Service Policy

01Scope

This policy applies to Products supplied by Garry to distributors, dealers, hospitals and clinics. As our customers are businesses, statutory consumer rights of withdrawal do not apply. Where a signed written agreement contains different return terms, that agreement prevails.

Returns are accepted only from the customer that bought the Products from Garry. Customers of a distributor return Products through that distributor.

02Checking your delivery

Inspect every delivery immediately on receipt. Check the cartons against your order confirmation, count the quantities and confirm the order codes. Note any visible transport damage or missing package on the carrier's delivery document before signing it, and photograph the packaging before opening it.

Report shortages, wrong items and visible damage to info@garrymedical.com within 2 business days of delivery, and defects found on inspection within 8 days of delivery, quoting your order reference and the order codes concerned, with photographs. Products not reported within these periods are deemed accepted.

Verified shortages and wrong items shipped by Garry are corrected at our cost. Where risk had already passed to you under the agreed Incoterm, transport damage is claimed from the carrier or your insurer; we provide the shipping information we hold to support your claim.

03Return authorization

No Product may be sent back to Garry without a Return Authorization (RMA) issued by us in writing in advance. To request one, email info@garrymedical.com with your order reference, the order codes, the quantities and the reason for the return. The RMA number is issued with the return address and instructions, and is valid for 14 days.

Mark the RMA number clearly on every carton. Shipments that arrive without a valid RMA number may be refused or returned at the sender's cost.

04Returning unused Products

Garry may, at its discretion, accept the return of unused Products for credit, if all of the following conditions are met:

• The return is requested within 14 days of delivery.
• The Products have never been used, cleaned, disinfected, sterilized or otherwise reprocessed.
• They are in their original, unopened packaging, complete with protectors and labels, and in a condition fit for resale.
• The RMA number was issued before shipment and is marked on every carton.
• Return freight, insurance, duties and taxes are paid by the customer, who bears the risk until the Products reach Garry.

05Restocking fee and credits

Accepted returns of unused Products are subject to a restocking fee of 20% of the invoiced value. After the Products pass our incoming inspection, the balance is issued to your account as a credit note that can be used against future orders within 12 months. Credits are not paid out in cash.

Returns that do not pass incoming inspection are sent back to the customer at its cost, or, if the customer does not arrange collection within 30 days of our notice, may be disposed of.

06Products that cannot be returned

The following cannot be returned for credit:

• Products that have been used, cleaned, sterilized, reprocessed or taken out of their original packaging.
• Products whose markings have been removed, altered or made illegible.
• Products damaged after delivery, including by handling, storage or reprocessing.
• Products supplied under a special quantity price or a tender, unless agreed otherwise in writing.
• Products requested for return more than 14 days after delivery.

07Decontamination

Any Product that has been in a clinical environment, including a Product returned under a warranty claim, must be cleaned and sterilized in accordance with our reprocessing guidance before shipment and must be accompanied by a decontamination declaration signed by the customer. Garry may refuse, or return at the sender's cost, any shipment that arrives without the declaration or in a visibly soiled condition.

08Warranty claims

Garry Products are covered by a manufacturer warranty against defects in material and workmanship, as set out in our Terms of Sale. To make a claim:

• Notify us in writing at info@garrymedical.com within the periods set out in our Terms of Sale, with your order reference, the order code of the Product, a description of the defect and photographs.
• Where we need to examine the Product, we issue an RMA number. The decontamination requirement above applies.
• If our assessment confirms a defect covered by the warranty, we repair or replace the Product or issue a credit for its invoiced price, at our option, and bear the return freight. Replaced Products become the property of Garry.
• If the assessment shows that the claim is not covered, for example because of normal wear, improper reprocessing, misuse or modification, we send you the assessment result and return the Product at your cost, or dispose of it at your request.

09What the warranty does not cover

The warranty does not cover normal wear of edges and tips through use and reprocessing; damage from improper handling, dropping or storage; damage or corrosion caused by cleaning, disinfection or sterilization that does not follow our reprocessing guidance; use outside the intended use or contrary to our instructions; Products modified, re-sharpened or repaired by anyone other than Garry; and cosmetic changes that do not affect function.

Garry does not re-sharpen or refurbish instruments. Punches, blades and needles whose edges or tips are worn should be replaced.

10Recalls

Products affected by a recall or field safety corrective action are handled under the instructions in the safety notice concerned, not under this policy.

11Contact

Email info@garrymedical.com with your order reference or RMA number in the subject line, or call +90 (212) 909 03 45.