return_policy

Effective date: 01/03/2026
Applies to: Purchases from CBi Medical Supplies & Distribution (Uganda), online and offline.

Scope

·         Covers products sold directly to:

1.    End customers

2.    Healthcare providers

3.    Clinics

4.    Distributors

·         Wholesale/institutional customers may have separate contractual terms.

Return Eligibility

Accepted Returns

·         Defective, damaged, or incorrect items delivered

·         Items materially not as described

·         Manufacturer defects within the applicable warranty period

Time Limits

·         7 calendar days from delivery for damaged/incorrect items

·         Within stated warranty period for defects (unless otherwise specified)

Requirements

·         Proof of purchase (invoice, order number, or receipt)

·         Original packaging with all accessories, manuals, and intact serial numbers

Non-Returnable Items (Unless Defective on Arrival)

·         Opened or used sterile medical supplies

·         Prescription medicines and controlled substances

·         Opened or used single-use devices

·         Custom/special-order/configured products

·         Items restricted by health regulations or manufacturer policies

How to Request a Return

·         Contact within stated timeframe:

1.    Email: acchallie5@gmail.com

2.    Phone: +256 394 003592

·         Provide:

1.    Order number and purchase date

2.    Product name and SKU

3.    Reason for return

4.    Photos/videos (if applicable)

·         Response within 2 business days

·         Do not return items without authorization.

Assessment & Resolution Options

After inspection and approval, CBi may:

·         Replace the item

·         Repair the item

·         Issue a refund (original payment method)

·         Provide store credit

Refund processing: 7–14 business days after approval (bank timelines may vary)

Shipping & Costs

·         CBi covers return shipping for damaged, defective, or incorrect items.

·         Customer covers shipping/restocking fees for change-of-mind returns (if permitted).

·         Risk of loss remains with the customer until CBi accepts the return (unless CBi arranges collection).

Warranty Claims

·         May be handled through the manufacturer or CBi

·         Remedies limited to repair, replacement, or refund per manufacturer and law

Refund Deductions

·         Refunds may be reduced for misuse, missing components, or additional damage

·         Deductions will be itemized and explained

Exchanges

·         Subject to stock availability

·         If unavailable: refund or store credit offered

Dispute Resolution

·         Contact returns manager via provided email or phone

·         Complaints may be lodged with Uganda consumer protection authorities or the Office of the Data Protection Commissioner (for data-related issues)

Wholesale & Institutional Orders

·         May be subject to different terms under purchase orders or supply agreements

·         Contact account manager for details

Policy Updates

·         CBi may update the policy

·         The version posted or provided at purchase governs the transaction

Contact for Returns & Questions

CBi Medical Supplies & Distribution
Email: acchallie5@gmail.com
Phone: +256 394 003592