Biocare Services

Services

We specialize in dedicated customer care and technical support services with both first hand knowledge and back-up from our contacts network, and we are happy to extend this service to third parties who wish to make use of our expertise in providing customer support services to support their most important asset - their customers!

We offer all aspects of technical support services and are happy to look at any size of contract from single instrument to complete ranges or total laboratory packages.

We offer an on-site service with next day response and also a return-to-base workshop service for smaller instrumentation and Point-of-Care devices for example.

Please call our customer support helpline for details and pricing. +92 (0)517107998

Delivery

With an extensive range of products it is not possible to stock all items however, BIOCARE works closely with all their suppliers to ensure a smooth supply of products to customers including non stocked items and special orders. BIOCARE aims to work to the following delivery lead times:

a) Stock items

ll items designated as "ex stock" at the point of order will, normally, be delivered within 72 hours of order acceptance.

b) Non Stock Items

All items designated as non stock will, normally, be delivered within 14 days of order acceptance, subject to manufacturer lead times and availability.
An order acknowledgement will be posted within 48 hours of order acceptance indicating anticipated delivery date.
All deviations to anticipated delivery date will be notified to the customer.

c) Servicing

In many cases maintenance, repair and servicing will be arranged through BIOCARE on behalf of the manufacturer under warranty. BIOCARE Enterprises work with a selected number of specialist service partners depending on location and equipment.

In the event that an item requires maintenance or servicing please contact us and we will discuss your servicing requirements and arrange the most appropriate action.

d) Payment methods

We accept major types of cheques and invoice accounts can be raised on application.

e) Returns & Refunds

Return Policy

BIOCARE offer a "no quibble returns policy" (which is standard in the industry) subject to the following provisions:

No goods may be returned without prior authorisation of BIOCARE Enterprises.
Authorisation to return goods damaged in transit must be made within 3 days of delivery.
Any goods authorised for return must be returned in a condition such that the goods can be re stocked or re sold.

There are three main reasons for returning items, either the goods are not required, they are faulty or the customer has received the wrong goods due to an error by BIOCARE or the supplier/manufacturer.

1) Goods not required

This could include ordered in error, duplicated, and not suitable for application.
BIOCARE offer a no quibble returns policy on standard stock items. That is if for whatever reason the item is not required it can be returned within 15 days of receipt providing it is returned unused and in its original packaging and the packaging is not defaced in any way.
BIOCARE will either cancel the invoice or in the event that the invoice has already been posted issue a refund credit.
Where the item is not returned unused and in its original packaging and/ or the packaging is defaced in any way a minimum 20% handling and restocking fee will be charged.

2) Faulty Goods

	In the event that goods under warranty are faulty BIOCARE will arrange, at their expense, for the goods to be collected and:
	A replacement item to be delivered or A repair to be made and the item redelivered. or a full refund to be issued. The choice of replacement or refund will be for the customer's preference but authorized at the sole discretion of BIOCARE. When goods are not covered by a warranty or where the warranty has expired BIOCARE will offer to repair and return the item at the customer’s expense.

3) BIOCARE error (wrong item received)

In the event that either BIOCARE or the manufacturer has made an error BIOCARE will arrange, at their expense, for the goods to be collected and the correct item to be delivered in replacement.

Refund Policy

	BIOCARE will offer a refund (credit invoice) under the following circumstances:
	An item has been returned as detailed in the returns policy. The customer has been charged the incorrect product price. The customer has been charged additional costs e.g. delivery, GST when not appropriate.

Refunds may be full refunds or partial refunds and may include any deduction made for restocking fees. All refunds will be issued within 30 days, providing any returned items have been received and any invoices have been paid.