The policy of reimbursement and return of products for MEDIFELA, S.A. DE C.V. ("True Medical"), specialized in the sale of orthopedic medical inputs.
True Medical Data
- Website: truemedical.com.mx
- Contact: insumos@truemedical.com.mx
- Address: Avenida Insurgentes Sur No. 730, Piso 1, Oficina 234, Colonia Del Valle Centro, Alcaldía Benito Juárez, C.P. 03100, Mexico City.
- Contact: + 52 1 55 5161 9903.
General principles
This policy sets out the guidelines under which the customers of MEDIFORMULA S.A. DE C.V. (hereinafter "True Medical") may request the cancellation, return or reimbursement of orthopaedic products acquired through our authorized sales channels. The aim is to provide fair and transparent solutions, consistent with the nature of medical products and the legal obligations in force in Mexico.
Scope
This policy applies to all purchases made by True Medical, restricted exclusively to the line of orthopaedic products, as indicated in the descriptions of each article in catalogue.
General conditions for return
- The customer may request a refund only in the following cases:
- Wrong or different product than requested.
- Physical damage visible at the time of delivery (to be reported within the first 24 hours).
- Manufacturing failure detected during the guaranteed period
- Incomplete delivered product (accessories, components, missing manuals).
- No returns are accepted for customer choice errors, incompatibility or for manipulated products, used or without their original packaging and seals.
The product must be returned:
- No use, in perfect conditions and with its original packaging, including all accessories, manuals, labels and readable serial number.
- Accompanied by the corresponding invoice and evidence (photographs, order number, description of the incident).
Exclusions
They do not apply refunds or refunds in the following cases:
- Orthopaedic medical products for personal use, which have been opened, tested or used, for reasons of hygiene, health standards and patient safety.
- Products imported on special order and custom goods.
- Products damaged by misuse, inappropriate handling, exposure to moisture, physical alterations or undue intervention by the customer.
- Those outside the established claim deadlines.
Procedure for requesting return or refund
- The customer must send an e-mail to the official contact address of True Medical (insumos@truemedical.com.mx) with the case "Request for Return / Reimbursement," including:
- Full name
- Order number and / or invoice
- Clear description of the reason for the application
- Photographic evidence and proof of failure, damage or incorrect delivery
- Our care team will confirm the reception within 5 working days, reporting the following steps for the return.
- After the refund has been approved, the product must be sent (or delivered) to the address of the True Medical indicated at the beginning of this policy, in accordance with logistics instructions issued to the customer.
Reimbursement processing
- After confirming the receipt and positive validation of the returned product, True Medical procesará el reembolso a través del mismo método de pago utilizado por el cliente, en un plazo de 5 a 15 días hábiles, sin cargos adicionales. Los tiempos de acreditación dependen de las políticas de las instituciones bancarias y pasarelas de pago correspondientes.
- Si la devolución fue originada por error atribuible a True Medical (producto equivocado, incompleto o defectuoso), los costos de envío por devolución correrán a cargo de la empresa. Si la devolución responde a error no atribuible a True Medical, los gastos correrán por cuenta del cliente.
Reembolsos Parciales o Proporcionales
En caso de que sólo parte del pedido esté sujeto a devolución, True Medical podrá tramitar un reembolso proporcional según el monto y los productos involucrados, conforme al acuerdo con el cliente.
Limitaciones de Responsabilidad
- True Medical no autoriza reclamaciones por daños surgidos durante o después del uso incorrecto de los productos, ni por causas de fuerza mayor, como siniestros, fallas en mensajerías o circunstancias ajenas al control de la empresa.
- El cliente es responsable de verificar la compatibilidad, especificaciones y características del producto antes de concretar la compra. Recomendamos consultar siempre a su médico o profesional de la salud antes del uso de productos ortopédicos.
Legislación Aplicable y Actualización
Esta política está alineada con la Ley Federal de Protección al Consumidor, la Normativa Sanitaria mexicana para insumos médicos ortopédicos y la Ley Federal de Protección de Datos Personales en Posesión de Particulares.
True Medical podrá modificar la presente política en cualquier momento. Las versiones actualizadas serán publicadas en el sitio web oficial, y se aplicarán a transacciones posteriores a su publicación.
Contacto
Para cualquier aclaración o solicitud relacionada con devoluciones y reembolsos, comuníquese a: Avenida Insurgentes Sur N°730, Piso 1, Oficina 234, Colonia Del Valle Centro, Alcaldía Benito Juárez, C.P. 03100, Ciudad de México.
Tel: 52 1 55 5161 9903 Correo: insumos@truemedical.com.mx