Refund, Return & Payment Policy

This policy explains how Pulse handles payments, order cancellations, returns, and refunds for medical equipment purchased by hospitals, clinics, distributors, and other institutional buyers. As a B2B medical equipment manufacturer, our process is built around purchase orders and installed capital equipment rather than retail, walk-in sales, and this policy reflects that.

1. Payment Terms

All orders are confirmed against a signed quotation or purchase order (PO). Payment is milestone-based rather than a single point-of-sale charge:

Advance payment: A percentage of the order value (as specified on your quotation) is payable at the time of order confirmation to initiate manufacturing/procurement and logistics planning.
Balance payment: The remaining amount is payable before dispatch, or as otherwise agreed in the PO for institutional/tender orders.
Accepted payment modes: NEFT/RTGS/IMPS bank transfer, cheque/demand draft, and UPI/card payments via secure payment link for token amounts, service charges, or spare parts.
A GST-compliant invoice is issued for every payment received.
For hospital tenders and institutional purchases, the payment schedule agreed in the purchase order takes precedence over the default terms above.

2. Order Cancellation

Stage	Cancellation terms
Before dispatch	Cancellation requests must be submitted in writing. Any costs already incurred toward customization, procurement, or import of the equipment will be deducted from the refundable advance.
After dispatch	Orders cannot be cancelled once shipped. The return process under Section 3 applies instead.

3. Returns & Replacements

Because Pulse supplies capital medical equipment rather than disposable consumables, returns are handled differently from a typical retail return:

3.1 Reporting Transit Damage

Inspect the shipment at the time of delivery wherever possible. Visible transit damage should be noted on the delivery challan and reported to Pulse within 48 hours of delivery, with photos/videos of the damage and packaging.
Do not install or power on equipment suspected of transit damage until Pulse's service team has reviewed it.

3.2 Return Authorization

No product may be returned without a Return Material Authorization (RMA) issued by Pulse. Unauthorized returns will not be accepted or credited.
To request an RMA, contact our service team (see Section 6) with your PO number, invoice number, product/serial number, and reason for return.
Authorized returns must be shipped within the timeframe specified on the RMA.

3.3 Eligibility

Equipment is eligible for return or replacement only in cases of a manufacturing defect or verified transit damage, confirmed by Pulse's service/QA team.
Once equipment has been installed, commissioned, or used, it is no longer eligible for return — only for warranty service (see Section 4).
Accessories, spares, and consumable items may be returned within 7 days of delivery if unopened, unused, and in original packaging, subject to inspection.
Custom-configured or special-order equipment built to a buyer's specification is non-returnable except for manufacturing defects.

3.4 Freight on Returns

For returns confirmed as a manufacturing defect or Pulse's shipping error, Pulse bears the freight cost both ways.
For any other authorized return, freight to and from Pulse's facility is borne by the buyer.

Buyers are responsible for the risk of loss or damage to equipment while it is in transit back to Pulse. We recommend using an insured, trackable courier for all returns.

4. Warranty & Repairs

Each product carries the standard manufacturer warranty period specified on your quotation, invoice, and product documentation.
Warranty covers manufacturing defects in materials or workmanship under normal use. It does not cover damage from misuse, unauthorized repair or modification, improper storage, or use outside the equipment's specified operating conditions.
Warranty claims should be raised within the applicable warranty period from the date of delivery, along with the serial number and a description of the issue.
At Pulse's discretion, a valid warranty claim is resolved by repair or replacement of the defective part or unit, free of charge.

5. Refunds

Refunds are issued only after Pulse's service/QA team has inspected the returned equipment and confirmed eligibility under Section 3.
Approved refunds are processed to the original payment method within 7–10 business days of approval. Bank transfer or cheque refunds may take longer depending on your bank's processing time.
Refund amounts exclude freight, installation, or logistics charges already incurred, unless the return is due to an error on Pulse's part.
Where a buyer requests a replacement instead of a refund, subject to stock/production availability, no separate refund is processed for that portion of the order.

6. Contact for Returns, Warranty & Refunds

Pulse Customer Service & Support

For RMA requests, warranty claims, or refund status, please reach out with your PO/invoice number and product details:

Email: info@pulseio.in
Phone: +91 90711 01108
Or visit our Service & Support page.

Pulse reserves the right to update this policy from time to time. The version published on this page at the time of your order will apply to that transaction unless otherwise agreed in writing.