After-Sales & Returns
Quality Resolution Policy

Scope and parties

This policy applies to products supplied by Shandong Plurvel Medical Technology Co.,Ltd ("we", "us", "AestiSource") to professional customers — distributors, importers, clinics, medical spas and private label partners. It forms part of the terms governing each supply transaction and should be read together with our Terms & Conditions and Shipping & Delivery Policy.

These products are supplied exclusively for professional and business use. This policy does not create consumer rights, and no consumer returns regime applies to these transactions.

Where this policy conflicts with a signed supply agreement, purchase contract, or agreed Incoterm, the contract governs.

Order verification window

Please inspect each consignment on arrival. Verification is time-bound because cold chain and product integrity cannot be reconstructed after the fact. Notify us in writing within the following windows, measured from delivery:

• Cold-chain and temperature-controlled products — within 48 hours. Report any temperature excursion together with the data logger record and arrival condition photographs.
• Damage, shortage or mis-shipment — within 7 calendar days. Report with the packing list, delivery receipt, photographs of the outer packaging and inner contents, and the batch number printed on the unit.
• Visible or material quality defect — within 30 calendar days. Report with the batch number, invoice number and a description of the deviation.

Notifications should be sent to [email protected], copied to our sales contact for the account. Reports submitted outside these windows cannot normally be accepted, because the conditions of storage and handling after delivery cannot be established.

Not accepted for return

For reasons of product safety and regulatory traceability, the following are not accepted for return credit. Each restriction follows from the nature of the product rather than from a preference on our part.

• Products whose cold chain could not be maintained. Once a temperature-controlled product has been exposed to conditions outside the labelled storage range, it can no longer be certified as compliant and cannot lawfully be placed back into distribution.
• Opened sterile or single-use injectable products. Sterility cannot be re-established once the sterile barrier is broken.
• Consignments without batch traceability. Where the batch number, invoice record or storage history cannot be established, the handling of the product cannot be verified.
• Products outside our control after export. Return shipment of medical devices across borders is restricted or prohibited in many jurisdictions, and re-import of used devices is not generally permitted. Where physical return is impossible, we resolve the matter by replacement, credit or on-site disposal instead.
• Short-dated, expired, promotional and custom private label items. These are supplied on terms agreed at order stage and are not returnable on change of mind.

This section describes the default position. It does not limit our obligation to remedy products that are defective or that do not conform to the agreed specification — see below.

When we accept a claim

We accept responsibility where the deviation originates on our side, including:

• the delivered product does not conform to the agreed specification, model or label;
• a batch defect or manufacturing non-conformity is established;
• damage occurred in transit before the risk transfer point agreed for the shipment;
• short shipment or wrong item was dispatched;
• a documented temperature excursion occurred in transit and is not attributable to the receiving party.

Remedies

Where a claim is accepted, the remedy is agreed case by case and may take one of the following forms:

• Replacement with product of the same specification;
• Replacement batch where a batch-specific issue is involved;
• Full or partial refund of the affected value;
• Credit note against a future order.

Freight and any handling cost of an accepted remedy are borne by the party responsible for the deviation. Where the cost of returning goods internationally is disproportionate, we may agree documented on-site disposal or destruction in place, with the affected value credited.

Return authorisation process

1. Submit your claim to [email protected] with the batch number, invoice number, quantity affected, a description of the issue and supporting photographs.
2. We acknowledge receipt and, where needed, request additional documentation or the return of a sample for evaluation.
3. If the claim is accepted, we issue a written authorisation before any goods are shipped back or disposed of. Goods returned without prior written authorisation cannot be accepted.
4. Once the agreed remedy is completed, we confirm the outcome to you in writing and close the case.

Quality complaints and adverse event reporting

Quality complaints and suspected adverse events are handled separately from commercial returns. Please send them to [email protected] with the product name, batch number, a description of what was observed and, where applicable, the date and setting of use. Do not include patient-identifying information; a de-identified summary is sufficient.

As the supplier, we escalate product complaints to the manufacturer and cooperate with reporting to the competent authorities where the applicable vigilance or adverse event reporting framework requires it. Distributors and importers that hold regulatory obligations in their own market remain responsible for reporting within their own jurisdiction. Further detail is set out in our Complaints & Vigilance page.

Governing entity

Products are supplied by Shandong Plurvel Medical Technology Co.,Ltd, Qufu, Shandong, China. We act as the supplier and coordinate manufacturer-side quality, documentation and vigilance obligations on behalf of customers.

Changes to this policy

We may update this policy to reflect changes in regulation, carrier practice or product handling requirements. The version published on this page applies to transactions entered into after its publication date.

Contact

After-sales and quality: [email protected]
General inquiries: [email protected]
Sales: [email protected]