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Carl Zeiss Ltd, Medical Division (“Seller”), Intraocular Lens [“IOL”] Returns Policy

The following conditions apply to IOL returns:

  1. General: Buyer must obtain a Returns Ticket Reference from Seller to initiate a return; returns without this reference will not be accepted. Once issued, Seller must receive the return within 28 days. Buyer is responsible for all return shipping costs. Seller reserves the right to accept or refuse returns at its sole discretion.

  2. Return Window: Buyer should notify Seller of any issues within [7 days] of receipt of the IOL. Returns must be made within ninety (90) days of the buyer’s receipt of the IOL. In the case of a latent defect in any IOL, notification must be made within a reasonable time after the latent defect becomes apparent.

  3. Documentation: Buyer must provide any information reasonably requested by Seller, including proof of purchase and reason for return.

  4. Condition for Return: IOL(s) may only be returned if they are in a saleable condition, which includes:
    1. Expiry Date: At least 12 months remaining until expiry.
    2. IOL Status: Must not be Obsolete. "Obsolete" refers to IOL(s) no longer manufactured by Carl Zeiss Meditec Group or sold by Seller, or replaced by newer models or versions.
    3. Intact: Both the IOL and its packaging must be intact, free from damage or marks, and stored and transported according with the IOL’s Instructions for Use (IFU).

  5. Issuance of Credit: If the return request is accepted by Seller and the returned IOL(s) meet the Condition for Return, Seller will provide a credit to Buyer's account, which can be applied to future purchases.

  6. Issue Resolution: Seller will, at its discretion, provide either a free-of-charge replacement IOL and cover the shipping costs to send the replacement IOL to the buyer, or issue a credit under the following circumstances:
    1. IOL sent by Seller in error.
    2. IOL returned when the Seller’s quality control checks validate a complaint.
    3. IOL supplied with less than 120 days of unexpired shelf life at the time of delivery.

Contact Information
For assistance, contact our Surgical Order Administration team at so-admin@zeiss.com.