COMMERCIAL POLICY

Returns, exchanges and refunds policy

Conditions for requesting returns, exchanges or refunds for purchases, orders and biomedical products managed by I-ME.

Last updated: 2026-06-30

General conditions

Return, exchange or refund requests are evaluated according to product nature, packaging condition, use, sanitary condition, traceability, invoice, order and applicable Colombian law.

For sanitary safety and traceability, opened consumables, sterile products, installed spare parts, clinical-contact sensors or accessories, customized products or equipment imported on special order may not admit voluntary returns, without prejudice to mandatory statutory warranties.

Request requirements

The customer must provide order, invoice or quote number, product reference, reason, photo or video evidence, contact details and packaging condition.

I-ME will confirm whether an exchange, refund, technical inspection, warranty or logistics return applies. No product should be returned without prior authorization.

Refunds

Where a refund applies, it will be processed through the corresponding method and operational timeframe after product, payment, invoice, withholding, logistics costs and approved conditions are verified.

Transportation, installation, removal, preparation, financial fees or deterioration attributable to the customer may be deducted where legally allowed.