Returns, Refunds & Cancellation Policy
1. Introduction
Cepha is committed to facilitating fair, transparent and efficient procurement processes through its network of verified suppliers.
This Returns, Refunds & Cancellation Policy outlines the circumstances under which orders may be cancelled, products may be returned, and refunds may be processed.
This policy applies to all procurement activities conducted through the Cepha platform.
2. Scope
This policy applies to registered institutional users, procurement requests, quotations, invoices, and orders coordinated through the Cepha platform. Specific products or suppliers may have additional conditions which will be communicated where applicable.
3. Order Cancellation
Before Order Confirmation
Institutions may request cancellation of an order before supplier fulfillment activities have commenced. Where cancellation is approved, the order will be cancelled, no fulfillment activities will proceed, and any applicable refund will be processed.
After Fulfillment Has Started
Once a supplier has commenced fulfillment, packaging, preparation or dispatch activities, cancellation requests may not be approved. Any approved cancellation at this stage may be subject to supplier policies, administrative charges, and logistics costs already incurred.
4. Eligible Returns
An institution may request a return where:
- incorrect products were supplied;
- products arrived damaged;
- products arrived defective;
- products arrived expired;
- quantities supplied differ from quantities invoiced;
- products materially differ from approved specifications.
Return requests should be submitted within seven (7) days of delivery unless otherwise agreed. Supporting evidence such as photographs, delivery records or inspection reports may be requested.
5. Non-Eligible Returns
Returns may not be accepted for products damaged after delivery, products improperly stored after delivery, products altered by the purchaser, products ordered incorrectly by the institution, customized or special-order products, or products prohibited by law or regulation from being returned.
6. Temperature-Sensitive Products
Certain healthcare products require strict storage and transportation conditions. Where temperature-sensitive products have been successfully delivered and accepted, returns may not be possible unless damage occurred during delivery, cold-chain requirements were breached before delivery, or supplier fault is established. Additional supplier-specific requirements may apply.
7. Product Inspection
Institutions are encouraged to inspect products immediately upon delivery. Any concerns should be reported to Cepha as soon as reasonably possible. Failure to report issues within the prescribed reporting period may affect eligibility for returns or refunds.
8. Refund Eligibility
Refunds may be considered where payment was made for unavailable products, approved returns are accepted, duplicate payments occurred, orders were cancelled in accordance with this policy, or supplier fulfillment could not be completed. Refund approval remains subject to review and verification.
9. Refund Methods
Approved refunds may be processed through the original payment method, bank transfer, or another mutually agreed payment method. Refund processing times may vary depending on the payment provider and financial institution involved.
10. Procurement Disputes
Where disputes arise regarding product quality, product specifications, quantities supplied, or delivery status, Cepha may facilitate communication between the institution and supplier to support resolution. Cepha reserves the right to investigate disputes before approving returns, refunds or cancellations.
11. Supplier Responsibility
Verified suppliers participating in the Cepha network are expected to supply authentic products, meet agreed specifications, comply with applicable regulations, and support legitimate return and refund processes where appropriate. Repeated supplier non-compliance may result in suspension or removal from the Cepha supplier network.
12. Limitation of Liability
Cepha acts as a digital health supply coordination platform. While Cepha works to ensure procurement quality and supplier accountability, certain matters remain subject to supplier obligations, manufacturer warranties and applicable laws. Cepha shall not be liable for losses arising from misuse of products after delivery, improper storage by purchasers, delays outside reasonable control, or manufacturer defects not reasonably detectable during procurement coordination.
13. Policy Updates
Cepha may amend this policy from time to time to reflect operational, regulatory or platform changes. Updated versions become effective upon publication on the platform.
14. Contact Information
Questions regarding returns, refunds or cancellations may be directed to:
Cepha Biomedicals Ltd
Email: admin@cephainc.co
Phone: +265 997 647 418
Address: P.O Box 280, Soche, Blantyre.