To define the roles, responsibilities, and standard procedures for the kit replacement and return process, ensuring customer requests are handled efficiently, consistently, and transparently, while maintaining product quality, customer satisfaction, and compliance with the approved operational controls of Delta Laboratories.
This policy defines the controls governing replacement and return requests for kits sold by Delta Laboratories.
Replacement is permitted for approved operational or technical cases within fourteen (14) days from the date of receipt, while returns are permitted within seven (7) days from the date of receipt, subject to the specified conditions.
All requests are subject to review and approval by the authorized department prior to execution.
Customer Service: Receive return requests, communicate with the customer, and follow up on request status.
Complaints Department: Receive replacement requests, document them, and forward them to the concerned department.
Product Manager: Review requests, approve or reject replacement or return requests, receive returned kits, inspect them, and classify them based on condition.
Replacement: Returning the product from the customer and providing a matching replacement product in accordance with the approved conditions.
Return: Returning the product from the customer and refunding its value or settling the amount in accordance with the approved financial procedures.
Proof of Purchase: Invoice, payment receipt, or any official document confirming the purchase transaction.
Shipping Label: The shipping document used to collect the product from the customer or send the replacement item.
Kit: The product or medical kit supplied by Delta Laboratories.
The customer is entitled to request a kit replacement within fourteen (14) days from the date of receipt in cases including receipt of a damaged product during shipping, receipt of an incorrect product, an operational error by Delta Laboratories, incomplete kit contents, or a manufacturing defect.
For the request to be accepted, the product must be unused, with proof of purchase submitted along with clear photos showing the product condition and the issue reported. The request is received through the Complaints Department and then referred to the relevant Product Manager for review and decision.
If approved, the kit shall be sent back using the return shipping label enclosed with the kit. Once received and inspected, a matching replacement kit will be sent using a new shipping label, and the customer will be updated on the request status and progress.
The customer is entitled to request a kit return within seven (7) days from the date of receipt, based on customer preference, provided the product meets the approved return conditions.
For the request to be accepted, the product must be unopened, unused, in its original packaging with all contents intact, with proof of purchase submitted. The product must not show signs of improper storage or damage, and its condition must be verifiable upon receipt.
The request is received through Customer Service and then escalated to the Product Manager for review and approval. If approved, the kit shall be sent back using the return shipping label enclosed with the kit. Once the product is received, inspected, and confirmed to meet the required conditions, the financial refund process shall be completed in accordance with the approved system.
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