This page describes the product warranty and return conditions of R&G Bio Medical Device Manufacturing Co., Ltd. ("R&G Bio") for B2B orders placed directly with us. Conditions in your individual sales contract or proforma invoice take precedence where they differ from this page.

1. Product Warranty

We warrant that our products will conform to the agreed specifications, approved samples, and applicable product standards at the time of shipment, and that sterile products have been sterilized using a validated ethylene oxide (EO) process in accordance with ISO 11135.

Unless otherwise agreed in writing, the warranty period for quality claims is 24 months from the date of shipment, provided products are stored in their original sealed packaging under the labeled storage conditions and within the stated shelf life.

2. Submitting a Warranty Claim

If you believe a product does not conform to the agreed specifications, please contact us as soon as possible and provide the following information:

  • Your order number and invoice date
  • Product name, specification, and quantity affected
  • Production batch / lot number and expiry date printed on the packaging
  • Clear photos or videos showing the issue
  • A description of how the product was stored and used

Claims can be submitted by email to [email protected] or via WhatsApp at +86 18057404072. Our team will acknowledge your claim within 2 business days.

3. Resolution

After verifying the claim (which may include requesting return of samples for inspection), we will, at our option:

  • Replace the non-conforming products at no charge in a subsequent shipment, or
  • Issue a credit note for the affected quantity against future orders.

Freight for replacement products is borne by us where the claim is confirmed; otherwise, standard commercial terms apply.

4. Return Conditions

  • Do not return products without a written Return Merchandise Authorization (RMA) issued by our after-sales team. Unauthorized returns cannot be accepted.
  • For safety and hygiene reasons, sterile products with opened or damaged packaging generally cannot be returned or restocked. Eligible returns must be shipped in original packaging with the batch information clearly visible.
  • Products must be returned within 30 days of RMA issuance to the address stated in the RMA.

5. Exclusions

The warranty does not cover:

  • Damage caused by improper transport, storage, or handling after delivery (including exposure to conditions outside the labeled storage range)
  • Damage from use contrary to the product’s intended use or instructions for use
  • Products past their labeled expiry date at the time of the claim
  • Normal wear, or issues caused by combining our products with incompatible third-party accessories
  • Issues arising from force majeure events

6. Shipping Damage

Please inspect cartons upon receipt. If outer packaging shows damage, note it on the delivery receipt and notify us with photos within 7 days of delivery so we can file a claim with the carrier.

Contact

Email: [email protected]
Phone / WhatsApp: +86 18057404072

Last updated: September 18, 2026