Reimbursement and Return Policy

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

  1. 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:
  2. Full name
  3. Order number and / or invoice
  4. Clear description of the reason for the application
  5. Photographic evidence and proof of failure, damage or incorrect delivery
  1. Our care team will confirm the reception within 5 working days, reporting the following steps for the return.
  1. 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 it shall process the reimbursement through the same payment method used by the customer, within 5 to 15 working days, without additional charges. The time of accreditation depends on the policies of the relevant banking institutions and payment gateways.
  • If the return was caused by error attributable to True Medical (wrong, incomplete or defective product), the costs of return will be borne by the company. If the return responds to error not attributable to True Medicalthe costs shall be borne by the customer.

Partial or Proportional Reimbursements

If only part of the order is subject to return, True Medical may process a proportional refund according to the amount and products involved, in accordance with the agreement with the customer.

Limitations on liability

  • True Medical it does not authorize claims for damage arising during or after the improper use of the products, or for reasons of force majeure, such as sinister, messaging failure or circumstances beyond the control of the company.
  • The customer is responsible for verifying the compatibility, specifications and characteristics of the product before making the purchase. We recommend always consult your doctor or health care professional before using orthopaedic products.

Applicable legislation and update

This policy is aligned with the Federal Consumer Protection Act, the Mexican Health Regulations for Orthopedic Medical Inputs and the Federal Law for the Protection of Personal Data in the Possession of Individuals.

True Medical may amend this policy at any time. The updated versions will be published on the official website, and will apply to post-publication transactions.

Contact

For any clarification or request related to returns and refunds, please contact: Avenida Insurgentes Sur No. 730, Piso 1, Oficina 234, Colonia Del Valle Centro, Alcaldía Benito Juárez, C.P. 03100, Mexico City.

Tel: 52 1 55 5161 9903 insumos@truemedical.com.mx

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