FAQ

Return Policy

1. Overview

This Return Policy (“Policy”) governs the return of products (“Products”) purchased from X-Ray Cassette Repair Co. Inc., dba Reina Imaging (“Reina Imaging,” or the “Company”). This Policy is part of the Company’s Terms of Sale and is incorporated into each quotation, order acknowledgment, and invoice.

Except for rights that cannot be waived or limited under applicable law, this Policy and the Company’s applicable Terms of Sale set out the customer’s exclusive remedies for the return of Products. Nothing in this Policy limits any rights the customer has under a separate written warranty issued by the Company or by the original manufacturer, which govern warranty claims. In the event of a conflict, a signed purchase or distributor agreement controls over this Policy, this Policy controls over any pre-printed terms on a customer purchase order, and a separate written warranty controls over this Policy as to warranty claims.

2. Definitions

• “Used” means a Product that has been placed into service in any way, including clinical use (use in or in connection with patient or animal care), diagnostic or industrial imaging use, installation, assembly, energizing, or calibration.
• “Clinically used” means used in or in connection with the care, diagnosis, or treatment of a patient or animal.
• “RMA” means a Return Merchandise Authorization number issued by the Company in advance of a return.

3. Return Eligibility

To be eligible for return, Products must meet all of the following conditions. Eligibility does not by itself entitle the customer to a full refund; approved returns are net of any applicable restocking fee and non-refundable outbound shipping (Sections 6 and 9).

• New, unused, and undamaged. Products must be in the same condition as received, and not installed, assembled, energized, calibrated, or otherwise placed into service, with all original packaging, accessories, manuals, and components included.
• Not used and not a non-returnable Product. Products that have been used, or that fall within any non-returnable category in Section 4, may not be returned, regardless of condition. This includes any Product removed from its sterile barrier packaging, even if not physically used.
• Properly packaged for return transit. Products must be packaged to prevent damage during shipping, but any packaging used other than the products original packaging will increase the likelihood of a refusal by the Company to accept a return. Products damaged due to inadequate packaging during return shipment may be refused or subject to a damage deduction, at the sole and absolute discretion of the Company.
• Within the return window. Return requests must be submitted within forty-five (45) calendar days of the delivery date. Requests outside this window will not be accepted.
• Accompanied by an RMA. No returns will be accepted without a valid RMA number issued in advance (see Section 7).

4. Non-Returnable Items

Not all Products are eligible for return. Non-returnable Products are identified on the applicable quotation and order confirmation and include, without limitation, the following:

• Custom, special-order, made-to-order, or configured-to-order Products;
• Products marked “Final Sale,” “Non-Returnable,” or “As Is” on the quotation or order confirmation;
• Sterile Products, and any Product removed from its sterile barrier packaging, whether or not used;
• Single-use, single-patient-use, and disposable Products;
• Products that have been used, including clinically used Products, and Products that have been opened where opening compromises sterility, safety, or regulatory compliance;
• Products that have been installed, assembled, energized, or calibrated, or whose calibration or regulatory compliance can no longer be assured; and
• Products that cannot lawfully be returned to inventory or resold under applicable U.S. Food and Drug Administration (FDA) or state requirements.

5. Calibration-Sensitive and Radiation-Emitting Equipment

Calibration-sensitive equipment and radiation-emitting products, including diagnostic x-ray systems and their components, are non-returnable once installed, assembled, energized, or calibrated, because their continued conformity with applicable performance and certification requirements can no longer be assured. If the Company, in its sole discretion, elects to accept the return of such equipment, the return is conditioned on the customer’s written certification that the Product was not placed into service, and the Company may require inspection, recalibration, refurbishment, or re-certification at the customer’s expense before issuing any refund or credit, or may decline the return where regulatory compliance cannot be re-established.

6. Restocking Fees

Approved returns are generally subject to a restocking fee of [ # ]% of the purchase price (not to exceed [ # ]%). The applicable fee, if any, will be communicated in writing at the time the return is authorized, and is deducted from the refund or credit issued. The Company will not apply a restocking fee to Products that arrive damaged, defective, or incorrect (Section 10).

7. Return Authorization (RMA) Process

1. Contact Customer Service at [email protected] to request a return, providing the order number, item(s), quantity, and reason for return.
2. The Company will review the request against this Policy and, if approved, issue an RMA number along with any applicable restocking fee and packaging/shipping instructions.
3. Clearly mark the RMA number on the outside of the return package. Returns received without a visible RMA number may be refused or delayed.
4. Ship the item(s) to the address provided with the RMA.

RMA numbers are valid for 30 days from issuance. Returns received after this window may be refused.

8. Return Shipping

• The customer is responsible for return shipping costs unless the return is due to a Company error (e.g., incorrect item shipped) or a defective/damaged-on-arrival Product, in which case the Company will provide a prepaid return label or arrange freight.
• We recommend using a trackable, insured shipping method. The Company is not responsible for items lost or damaged in transit before receipt.

9. Inspection and Refund Processing

• All returns are inspected upon receipt to confirm they meet the eligibility conditions in Section 3.
• Products that fail inspection (e.g., signs of use, damage, missing components) will not be refunded and may be shipped back to the customer at the customer’s expense, or held pending instructions.
• Approved refunds are issued to the original payment method within ten (10) business days of the Product passing inspection, less any applicable restocking fee. For open commercial accounts, the Company may issue an account credit.
• Original outbound shipping and handling charges are non-refundable, except where the return results from a Company error or a damaged, defective, or incorrect Product.

10. Damaged, Defective, or Incorrect Items

Products that arrive damaged, defective, or incorrect are handled separately from standard returns and are not subject to restocking fees. Report damaged, defective, or incorrect Products within thirty (30) days of delivery to [email protected] with photos of the item and packaging. Defects covered by a separate written warranty may be reported within the warranty period and are governed by that warranty. The Company may require that a defective Product be returned for evaluation and may document the return, including for medical device complaint-handling and adverse-event reporting purposes.

11. Recalls and Field Safety Actions

Products subject to a manufacturer or FDA recall or field safety corrective action will be handled according to the specific recall notice and instructions issued at that time, which take precedence over this Policy, including its return timeframes and non-returnable categories. Customers should stop use of, and quarantine, affected Products pending instructions.

12. Exchanges

Exchanges are handled as a return of the original Product (subject to all eligibility conditions and non-returnable categories in this Policy) followed by a new order. The customer is responsible for any price difference. Sterile, used, custom, and other non-returnable Products are not eligible for exchange. To inquire, contact [email protected].

13. Warranty Disclaimer and Limitation of Liability

EXCEPT FOR ANY SEPARATE WRITTEN WARRANTY EXPRESSLY PROVIDED BY THE COMPANY OR THE ORIGINAL MANUFACTURER, ALL PRODUCTS ARE SOLD “AS IS,” AND THE COMPANY DISCLAIMS ALL IMPLIED WARRANTIES, INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE.

TO THE FULLEST EXTENT PERMITTED BY LAW, THE COMPANY’S TOTAL LIABILITY ARISING OUT OF ANY PRODUCT OR RETURN IS LIMITED TO THE PURCHASE PRICE OF THE PRODUCT, AND THE COMPANY IS NOT LIABLE FOR INCIDENTAL, CONSEQUENTIAL, SPECIAL, OR INDIRECT DAMAGES.

The customer’s exclusive remedy for a nonconforming Product is repair, replacement, or refund of the purchase price, at the Company’s election. Nothing in this Section limits any liability that cannot be limited or excluded under applicable law, including, where the customer is a consumer, liability for personal injury caused by consumer goods.

14. Governing Law and General Terms

This Policy is governed by the laws of the State of Illinois, without regard to its conflict-of-laws rules, and the parties submit to the exclusive jurisdiction of the state and federal courts located in [County, Illinois]. If any provision of this Policy is held unenforceable, the remaining provisions remain in effect. The Company’s failure to enforce any provision is not a waiver of that or any other provision. Products shipped outside the United States may be subject to export controls and to duties and taxes borne by the customer.

15. Contact

Questions about this Policy or a specific return should be directed to:

Tony Reina / President / CEO

[email protected]

815-356-8181

This Policy may be updated at any time. Material changes will be posted with an updated effective date. The version in effect at the time of your order governs that order unless otherwise required by law.