Equipment & Device Return and Repair Policy

Transafrica Medical Supplies Limited

Overview

Policies for returning dental devices for repair generally require that items be sterilized, pre-authorized, and accompanied by detailed documentation of the fault. We require used instruments to be cleaned and decontaminated before shipping.

Important: Unsterilized items will be rejected and sent back at the user's expense.

Key Policy Aspects

Sterilization Requirement: Used instruments, particularly handpieces, must be sterilized prior to return to protect our service personnel. Once repaired, items are packed, labeled, and returned to the user with an accompanying report. We do not sterilize repaired items — the user must sterilize the item before use on a patient.
Documentation: Returns must include an RMA* number, proof of purchase/invoice, and a detailed description of the fault.
Shipping: Items should be returned to Transafrica via traceable shipping methods, with the sender bearing the transport cost. Transafrica Medical Supplies Ltd will not be liable for any items lost while in transit to our service center.
Repair Turnaround: We endeavor to provide a 24–48-hour repair service for items such as handpiece turbines. General repairs are completed within 5 business days. If more time is required, the client will be notified in good time via email.
Warranty Conditions: All repair services are guided by specific manufacturer terms. Repairs are typically covered by a warranty period of 3 to 6 months after the service is completed. This warranty is voided if the fault resulted from misuse, neglect, or tampering.
Diagnostic Fees: For repair of items not supplied by Transafrica, we charge for the engineer's time to verify a fault before a return is finalized.
Replacement Parts: Spare parts are charged separately.
Loaner / Rental Units: In cases where equipment is out of commission, loaner units may be arranged depending on the specific item and availability. For repairs of items not under warranty, rental units are available on request.

Return Procedure — Step by Step

Obtain Pre-Authorization: Contact Transafrica Medical Supplies Ltd to receive a Repair Authorization (RMA) number before shipping any item.
Sterilize and Pack: Clean and decontaminate the device thoroughly. Pack it securely, preferably in its original packaging.
Include Paperwork: Enclose a detailed description of the fault and a copy of the original purchase invoice.
Ship: Use a tracked and insured shipping method. Transafrica Medical Supplies Ltd will not be liable for items lost in transit to our service center.

For specific manufacturer policies, refer to the documentation provided with your device.

About the RMA Number

What is an RMA Number?
An RMA (Return Merchandise Authorization) number is a 9-digit code unique to every case. It is exclusively generated by Transafrica Medical Supplies and sent to you upon confirmation that the item can be repaired. Always quote your RMA number on all correspondence and packaging related to your repair.