Sales & Support

Technical Service & Support

Q1: What Kind of Technical Service & Support Does M-Store Med-Surg Offer for Medical Capital Surgical Equipment?

A1: at M-Store Med-Surg, Our Technical Service & Support is a Comprehensive Suite Designed to Elevate Your Experience With Medical Capital Surgical Equipment. From Troubleshooting to Routine Maintenance, Our Experts Are Here to Ensure Seamless Performance.

Q2: How Can I Reach M-store's Technical Support Team?

A2: Contacting Our Technical Support is a Breeze. Simply Visit Our Dedicated Support Portal on Our Website or Call Our 24/7 Helpline. Our Team is Always Ready to Assist You.

Q3: What Types of Medical Capital Surgical Equipment Are Covered Under Technical Service & Support?

A3: Our Support Extends to a Wide Range of Medical Capital Surgical Equipment, Including but Not Limited to Endovision Cameras, Laparoscopic Instruments, and Surgical CAPEX. You Name It; We've Got You Covered.

Q4: is Technical Support Available Beyond Regular Business Hours?

A4: Absolutely. We Understand That Your Medical Operations Might Not Stick to a 9-to-5 Schedule. That's Why Our Technical Support is Available 24/7, Ensuring Assistance Whenever You Need It. This is exclusively available for all our Existing Customers.

Q5: How Does M-Store Med-Surg Handle Routine Maintenance of Equipment?

A5: We've Simplified Routine Maintenance. Our Proactive System Identifies When Your Equipment is Due for Service, and Our Team Contacts You to Schedule Maintenance at a Time Convenient for Your Operations.

Q6: Can M-Store Provide Remote Assistance for Technical Support?

A6: Yes, Indeed. Many Issues Can Be Resolved Remotely to Minimize Downtime. Our Skilled Technicians Can Provide Real-time Assistance, Ensuring Your Equipment is Up and Running Promptly.

Q7: What Happens if My Equipment Requires on-site Servicing?

A7: if on-site Servicing is Required, Our Dedicated Field Service Team Will Coordinate With You to Schedule a Visit at Your Convenience. Rest Assured, We Aim for Swift Resolution to Minimize Any Disruptions.

Q8: is There a Warranty on Technical Service & Support?

A8: M-Store Med-Surg Stands Behind the Quality of Our Technical Service & Support. We Offer Warranty Coverage to Provide You With Peace of Mind, Ensuring Your Satisfaction With Our Services.

Q9: How Can I Stay Updated on the Latest Technical Service Offerings and Updates?

A9: Stay in the Know by Subscribing to Our Newsletter and Following Us on Social Media. We Regularly Share Updates on New Features, Service Enhancements, and Helpful Tips to Keep Your Equipment Performing at Its Best.

Q10: Does M-Store Med-Surg Offer Training for in-house Technical Staff on Equipment Maintenance?

A10: Absolutely. We Provide Training Programs to Empower Your in-house Technical Staff With the Knowledge and Skills Needed for Effective Equipment Maintenance. Elevate Your Team's Expertise With M-Store's Training Solutions.

For Any Additional Queries or Personalized Assistance, Feel Free to Reach Out to Our Dedicated Customer Support Team at cliniclasales@m-store.in.

General Sales Policy

Q1: What is the Warranty Policy for Products Purchased From M-Store Med-Surg?

A1: All Our Products Come With a Standard 12-month Limited Liability Manufacturer's Warranty From the Date of Installation. This Warranty Provides Coverage for Any Manufacturing Defects or Faults That May Arise During the Specified Period.

Q2: What is Not Covered Under the Warranty?

A2: the Warranty Does Not Cover Probes, Consumables, Cables, Accessories, Accidental Damage, or Electronic Damage Resulting From Non-compliance With Pre-requisites and Optimal Instructions for Use.

Q3: What Happens in the Event of Force Majeure?

A3: in the Occurrence of Force Majeure, Which Includes Events Beyond Our Reasonable Control Such as Acts of God, War, Strikes, Epidemics, and Government Regulations, We Reserve the Right to Suspend the Delivery of Goods. During This Period, We Shall Not Be Held Responsible for Any Damages Resulting From the Delay.

Q4: is GST Applicable on All Goods, and How is It Charged for International Customers?

A4: Yes, Gst is Applicable on All Goods. For International Customers, Integrated Goods and Services Tax (Igst) is Charged.

Q5: is an E-way Bill Mandatory for All Projects?

A5: Yes, an E-way Bill is Mandatory for All Projects Involving Our Products.

Q6: What is the Policy for Order Cancellation?

A6: Order Cancellations Can Be Made Within 24 Hours After the Advance Payment, With a 25% Restocking Fee Deductible From the Order Value. Once the Equipment is Sold, It Cannot Be Taken Back.

Q7: What Are the Prerequisites for Maintaining the Equipment and Ensuring Compliance?

A7: Equipment Must Be Stored in a Safe, Dry Place With a Temperature Maintained Between 19-27°c. Sterilization Should Strictly Follow Prescribed Methods. The Operating Room Must Have Electrical Systems Installed in Accordance With Applicable National Regulations, With an Uninterrupted Regulated 230v/50 Hz Ac Supply. Grounding (Earth Leakage) Should Be < 2 Volts, and the Equipment Should Be Installed With Standard 3-pin Power Cables.

Q8: How is Jurisdiction Handled for Claims and Disputes?

A8: All Claims and Disputes Are Subject to 'Lucknow' Jurisdiction Only.

Warranty and Service Contracts

Q1: Does M-Store Med-Surg Offer Extended Warranty Options?

A1: Yes, Extended Warranty Options Are Available Exclusively For Turnkey Projects Or Package Deals At Discounted Pricing. For Standalone Purchases Without A Package Deal, Additional Discounts Are Not Applicable.

Q2: What Is Included In The Extended Warranty For Endovision Products?

A2: For Endovision Products, We Offer The Option Of Providing Standby Unit Support For Customers Facing Issues During The Warranty Period. The Standby Unit Will Have The Same Specifications Or Be Of A Higher Equivalent.

Q3: What Types Of Damages Are Not Covered Under The Warranty?

A3: The Warranty Does Not Cover Any Physical Damage Resulting From Mishandling, Transportation, Dropping, Improper Sterilization, Or Similar Incidents.

Q4: Are There Any Prerequisites That Need To Be Followed To Maintain Warranty Coverage?

A4: Yes, Warranty Coverage Is Contingent Upon Following The Specified Prerequisites. Failure To Adhere To These Guidelines May Result In The Warranty Being Void.

Q5: Can The Warranty Be Extended After The Purchase Of The Equipment?

A5: The Warranty Can Be Extended At The Time Of Purchase For Turnkey Projects Or Package Deals. However, Post-purchase Extension Options Are Limited, And Customers Are Encouraged To Discuss Specific Needs With Our Sales Team.

Q6: Is Warranty Coverage Applicable To All Types Of Damage Or Issues?

A6: Warranty Coverage Is Designed To Address Manufacturing Defects And Issues Arising From Normal Use. It Does Not Extend To Damages Caused By External Factors Or Mishandling.

Q7: What Is The Process For Availing Standby Unit Support During The Warranty Period?

A7: If You Encounter Issues With Your Endovision Product During The Warranty Period, Simply Contact Our Dedicated Customer Support Team. We Will Provide Standby Unit Support With Specifications Equal To Or Higher Than The Original Equipment.

Q8: Can The Warranty Be Transferred To A New Owner If The Equipment Is Sold Or Transferred?

A8: Warranty Coverage Is Generally Non-transferable. However, Specific Inquiries Regarding Warranty Transfer Can Be Discussed With Our Customer Support Team On A Case-by-case Basis.

Q9: How Does M-Store Med-Surg Handle Warranty Claims For Turnkey Projects?

A9: For Turnkey Projects, Our Streamlined Process Ensures Prompt Resolution Of Warranty Claims. Please Reach Out To Our Dedicated Support Team For Assistance.

Q10: Are There Any Limitations To The Warranty Coverage?

A10: While Our Warranty Provides Comprehensive Coverage, It Is Essential To Review The Terms And Conditions For Specific Limitations. Physical Damages Due To Mishandling, Transportation, Dropping, And Improper Sterilization Are Explicitly Excluded From Warranty Coverage.

Refunds and Order Cancellation

Q1: Can I return an item after it has been sold and installed?

A1: NO. Once an item has been sold and installed, it cannot be taken back. Please ensure careful consideration before finalizing your purchase.

Q2: Is there a restocking fee for order cancellations?

A2: YES. A restocking fee of 25% is applicable in cases where order cancellations are accepted. This fee is deducted from the total order value.

Q3: Who bears the cost of shipping charges and insurance during the transit process?

A3: CUSTOMER. Shipping charges and insurance costs during transit are to be borne by the customer. Please factor these costs into your decision-making process.

Q4: Can I cancel my order after it has been placed?

A4: Order cancellations are subject to approval. Please note that restocking fees may apply, and shipping charges incurred during transit are non-refundable.

Q5: How can I request an order cancellation?

A5: To request an order cancellation, please contact our Customer Support team at [Customer Support Email] within the specified timeframe. Approval and applicable fees will be communicated during the cancellation process.

Q6: Are there any exceptions to the restocking fee policy?

A6: The restocking fee policy applies uniformly to all accepted order cancellations. Exceptions may be considered on a case-by-case basis, subject to review and approval by M-STORE Med-Surg.

Q7: Can I modify my order instead of canceling it?

A7: Modifications to an existing order may be considered based on the specific circumstances. Contact our Customer Support team promptly for assistance and guidance.

Q8: What happens if an item is received damaged during transit?

A8: In the event of damage during transit, please contact our Customer Support team immediately. We will guide you through the necessary steps for inspection and resolution.

Q9: Are there any time restrictions for order cancellations?

A9: Order cancellations can be made within a specific timeframe after the initial purchase. Please refer to our sales team or the order confirmation for the exact duration.

Q10: Can I return an item for a refund if it's unused and in its original packaging?

A10: Unfortunately, we do not accept returns for refunds based on the condition of the item. Once sold and installed, items are non-returnable.

Exchange and Buyback

Q1: Who is eligible for the Buyback Program at M-STORE Med-Surg?

A1: The Buyback Program is exclusively available for existing M-STORE Med-Surg customers. Cameras under warranty qualify for a 100% buyback value if in working condition.

Q2: What is the process for out-of-warranty cameras to avail the Buyback Program?

A2: For out-of-warranty cameras, our engineer will conduct an evaluation to determine the buyback value based on the final working condition. This assessment includes reviewing functionality, identifying faults, and assessing any damages.

Q3: How is the buyback value calculated for cameras under warranty?

A3: Cameras under warranty are eligible for a 100% buyback value based on the final invoice, provided they are in working condition.

Q4: What factors are considered for determining the buyback value of out-of-warranty cameras?

A4: The buyback value for out-of-warranty cameras is determined by our engineer after assessing the working condition, identifying faults, and evaluating damages.

Q5: Can customers upgrade to a higher version camera under the Buyback Program?

A5: Yes, customers can avail the Buyback Program when upgrading to a higher version camera. The upgraded camera must have a value higher than the original camera under our AD-HOC Policy.

Q6: What does the AD-HOC Policy entail?

A6: The AD-HOC Policy outlines the criteria for determining the value of the upgraded camera concerning the original purchase. It ensures a fair assessment of the upgraded camera's value.