Quality, Safety,
Return, and Exchange Policy

Before delivering any device to a beneficiary, the platform does the following:

• Conduct a comprehensive technical inspection and test all device functions.
• Ensure the device's stability and safety, and verify the completeness of all essential components.
• Document the device's condition in the platform's system and approve it for distribution after passing the tests.

Accepted devices undergo maintenance and preparation procedures, including:

• Completely cleaning the device and sterilizing it using appropriate methods.
• Repairing maintainable faults and replacing damaged parts when available.
• Testing the device again and obtaining approval from the specialized team before delivery.

The beneficiary may request a return or exchange of the device in the following cases:

• The presence of a technical fault affecting use that is not resulting from misuse.
• Delivery of a device different from the one approved in the request.
• The device sustaining damage during transport or delivery.
• Missing an essential component of the device upon receipt.
• Discovering a defect that affects the safe use of the device.

This policy does not cover faults resulting from misuse, negligence, or unauthorized modifications made to the device after receipt.

The beneficiary must:

• Inspect the device upon receipt or as soon as possible.
• Report any issues or faults to the platform within (7) working days from the date of receipt.
• Attach photos or videos illustrating the problem when submitting the report, if possible.

The platform may review requests submitted after this period depending on the nature of the case.

The return or exchange process goes through the following stages:

• Submitting a request via the platform or through approved communication channels.
• Reviewing the report and ensuring the completeness of the data.
• Evaluating the case by the technical team.
• Determining whether the device requires maintenance or exchange.
• Coordinating with the beneficiary to collect or exchange the device if the request is approved.
• Notifying the beneficiary of the request outcome and the actions taken.

The beneficiary is not entitled to request a return or exchange in the following cases:

• Device damage due to misuse or negligence.
• Modifications or repairs performed by an unauthorized party.
• Use contrary to the instructions accompanying the device.
• Expiration of the specified reporting period without a justification accepted by the platform.
• Damage resulting from accidents or external factors after receipt.

The beneficiary is committed to the following:

• Using the device according to its instructions and maintaining it after receipt.
• Reporting any fault or issue within the specified period.
• Not attempting to repair the device personally or through unauthorized parties before contacting the platform.

The Bunyan platform is committed to the following:

• Delivering devices that have been inspected, maintained, and prepared according to quality standards.
• Reviewing return or exchange requests transparently and fairly, and addressing faults that fall within the scope of this policy.
• Providing a replacement device when available and if the case warrants it.
• Communicating with the beneficiary and keeping them informed of the request status at all stages.