Refund and Returns Policy

Last updated: February 2026

At i-shon, we believe transparency builds trust. Because we operate as a direct importer connecting African clinics with Chinese manufacturers, our returns and refund policy is designed to reflect the realities of international B2B medical equipment trade. Please read this policy carefully before placing an order.

1. How We Work

i-shon is not a local distributor with a warehouse in Africa. We are an import facilitator:

• We source equipment directly from vetted Chinese manufacturers.
• We coordinate door-to-door delivery via our 3PL (third-party logistics) partners.
• We do not hold inventory, and we do not have technicians on the ground in Africa.
• All shipments originate from China and travel by air or sea freight to your clinic.

This model allows us to offer factory-direct pricing. It also means our return process is different from a local medical supplier. We are upfront about this so you can make an informed decision.

2. Pre-Shipment Inspection & Testing

Before any equipment is packed and shipped, the manufacturer performs a full functional test. When available, we will share a video recording of the test with you via WhatsApp or email prior to shipment. This video serves as proof that the unit was in perfect working condition when it left the factory.

Our partner factories have shipped thousands of units worldwide with minimal defect rates. The equipment is built for durability and packed in reinforced, long-distance export packaging designed to withstand sea and air transit.

3. Delivery & Acceptance

When your equipment arrives at your clinic:

• Inspect the outer packaging immediately while the delivery agent is present.
• Check for visible damage, water exposure, or signs of rough handling.
• If the packaging is damaged, take photos and videos before opening, and note the damage on the delivery receipt.
• Once you sign the delivery receipt and accept the package in its original packaging, the transfer of responsibility is complete.

Important: If the outer packaging is visibly damaged and you accept it without documenting the damage, we cannot file a successful freight insurance claim. Please protect yourself by inspecting carefully.

4. Returns

Because our equipment is shipped directly from China, a return is not as simple as dropping a package at a local post office. Here is our returns policy:

4.1 Return Conditions

We accept returns only under the following conditions:

• The unit is dead on arrival (completely non-functional) and the pre-shipment test video proves it was working when it left the factory (i.e., transit damage is the likely cause).
• The return request is submitted within 7 calendar days of delivery.
• The unit is returned in its original packaging, with all accessories, manuals, and labels intact.
• The buyer provides clear video evidence of the malfunction within 48 hours of delivery.

4.2 Return Shipping Costs

The buyer is responsible for 100% of the return shipping costs, including but not limited to:

• Local transport from your clinic to the nearest international freight hub.
• Export customs clearance in your country.
• International freight (air or sea) back to the manufacturer’s depot in China.
• Import duties and taxes in China (if applicable).
• Any repackaging or crating fees.

These costs typically range between €800 and €3,000 depending on the equipment size and your country. We will provide an exact quote upon request, but the return will only proceed once you confirm payment of these costs.

4.3 What We Cannot Accept

We do not accept returns for:

• Buyer’s remorse or change of mind.
• Compatibility issues with your existing setup (please verify specifications before ordering).
• Minor cosmetic scratches that do not affect functionality.
• Issues caused by improper installation, power surges, or lack of maintenance.
• Software or calibration issues that can be resolved remotely.

5. Refunds

5.1 Full Refund

A full refund is only issued if:

• The manufacturer confirms, upon receipt and inspection in China, that the unit was damaged in transit and is beyond repair.
• The buyer has paid all return shipping costs as outlined in Section 4.2.

The refund will be processed within 14 business days of the manufacturer’s confirmation. The refund amount excludes the original shipping cost (which was free) and any return shipping costs paid by the buyer.

5.2 Partial Refund / Replacement Parts

If the unit has a minor defect that can be resolved with replacement parts, we will coordinate with the manufacturer to:

• Ship replacement parts to your clinic at no cost (if under warranty).
• Provide detailed installation or repair instructions via video call.

5.3 No Refund Scenarios

No refund will be issued if:

• The unit is returned without prior approval.
• The unit is damaged due to improper handling after delivery.
• The return shipping costs are not paid by the buyer.
• The 7-day return window has expired.

6. Technical Support

Given the distance between China and Africa, we cannot send technicians to your clinic. Instead, we offer:

• WhatsApp support during business hours for troubleshooting and guidance.
• Video call assistance for installation, calibration, and operation questions.
• Direct liaison with the factory — we connect you with the manufacturer’s technical team for complex issues. They speak English and can provide detailed repair guidance.
• Video tutorials for common procedures (unpacking, setup, maintenance).

Most issues can be resolved remotely. Our partner factories have extensive experience supporting clinics in Africa, the Middle East, and Southeast Asia.

7. Manufacturer Warranty

All equipment comes with a 2-year manufacturer warranty on parts. This warranty covers:

• Manufacturing defects in components.
• Replacement parts shipped from China (buyer pays local installation).

This warranty does not cover:

• Damage caused by improper use, power surges, or environmental conditions.
• Consumables (bulbs, filters, printer paper, etc.).
• Shipping costs for warranty parts (we cover the part; you cover local delivery if applicable).

i-shon acts as your mediator with the manufacturer. If a warranty claim arises, we handle the communication in Chinese or English so you don’t have to.

8. Freight Insurance

All shipments include transit insurance covering total loss or catastrophic damage during international transport. If your shipment is lost or completely destroyed in transit, we will file the insurance claim on your behalf and either:

• Replace the unit at no extra cost, or
• Issue a full refund.

Partial damage must be documented at delivery (see Section 3) for the insurance claim to be valid.

9. Force Majeure

i-shon is not liable for delays or failures caused by events beyond our control, including but not limited to: customs strikes, port congestion, natural disasters, pandemics, war, or changes in import regulations. We will keep you informed and work to minimize delays.

10. Questions?

We know this policy is detailed. We wrote it this way because we respect your investment and want you to understand exactly how we work.

If anything is unclear, please contact us before placing an order:

• Phone: +[15055465201] or talk to our livechat support, it’s quicker!
• Email: [office@i-shon.com
• Website: i-shon.com

By placing an order with i-shon, you acknowledge that you have read, understood, and agreed to this Returns & Refund Policy.