POLICIES & PROCEDURES

Applies to: All customers purchasing from Luxe Medical Group (“we,” “us,” “our”)
Contact: sales@luxemedicalgroup.com | Phone: 331-775-1768

1) Scope & Definitions

Sales Order (SO): A confirmed purchase request placed by the customer via Purchase Order, phone or written email communication.
Backorder: Items not available at time of shipment that will ship when in stock.
NCNR: Non-cancelable, non-returnable items (e.g., special orders, custom packs).
Sterile/Temperature-Sensitive Goods: Items requiring controlled handling that may have restricted return eligibility.

2) Account Eligibility & Compliance

Customer must maintain an active account in good standing and agree to these terms.
Where required by law, customer must hold and provide current licenses/permits (e.g., medical device reseller permit, state pharma/clinic licenses for restricted items).
We may refuse or cancel orders that violate applicable laws or our compliance program.

3) How to Place Orders

Email POs: sales@luxemedicalgroup.com (PDF preferred)
Phone: (331)-775-1768 or designated sales rep’s Direct Line/Cell Phone
Required on all POs: Bill-to/ship-to, contact, PO number, item numbers/UPCs/NDCS (as applicable), unit of measure, price, quantities, requested ship method, and any delivery instructions.

4) Pricing & Quotes

Prices are those in effect at time of order confirmation and may differ from prior quotes. Formal quotes expire after 45 days unless otherwise stated.
Custom pricing, volume rates and standing order rates are available upon request.

5) Taxes & Fees

Sales/use taxes are applied where required unless a valid exemption certificate is on file.
Freight, special handling, and accessorial charges (e.g., liftgate, inside delivery, residential) may apply based on carrier rules and customer instructions.

6) Payment Terms

Net Terms (10-90 Days | Must be Approved): Payment is due by the due date listed on each invoice, within the agreed upon number of days from invoice date, unless otherwise agreed to in writing.
Acceptable methods: [ACH, check, credit card, bank wire]; credit card payments may incur a 4% processing fee.
Late balances may accrue finance charges at 5% per month (or legal maximum). Orders may be held for delinquent accounts.
Late balances that remain unpaid after 6 months (180 days) will be sent to collections unless a payment plan or other agreement is made in writing.

7) Product Availability, Backorders, Substitutions & Allocations

Inventory is subject to prior sale. We may (a) partially ship in-stock items, (b) backorder remaining items, or (c) hold to ship complete—based on your PO instructions.
Substitutions: We will never substitute any products on order under any circumstance.
If a product is on backorder, it will remain on order indefinitely until fulfillment or until the customer requests cancellation.
ETAs on existing orders may be requested via email at sales@luxemedicalgroup.com or through a designated sales representative.

8) Shipping, Risk of Loss & Delivery

Default Incoterms (domestic): FOB shipping point; risk of loss transfers to customer upon carrier pickup.
Methods: Ground is default unless otherwise requested. Expedited services available upon request and approval.
Lead Times: Provided prior to ordering and subject to manufacturer/vendor availability at time of order.
Temperature-Controlled: Must ship according to manufacturer guidelines. (Additional expedited shipping fees will apply as necessary).

9) Receiving & Inspection

Inspect shipments upon delivery. Note visible damage/shortage on the carrier’s delivery record at the time of delivery and keep packaging.
Report concealed damage, shorts, or errors to sales@luxemedicalgroup.com or a designated sales representative within 5 business days of receipt, including photos, packing list, and lot/serials if applicable.

10) Changes, Holds & Cancellations

Cancellations: Orders may be cancelled upon request only and must be approved by a manager. If product has already shipped to the customer or shipped to us from our vendor, cancellations may no longer be possible or may be subject to a cancellation/restocking fee plus any applicable shipping fees.

Submit change or cancellation requests in writing to sales@luxemedicalgroup.com or a designated sales representative referencing the PO number or sales order number.
We may place orders on hold for credit, compliance, or safety reasons.

11) Returns & RMAs

Returns & Exchanges must be requested within 30 days of delivery. After 30 days from delivery date, Luxe Medical Group is no longer liable for product or order-related issues in any capacity.
Returns/Refunds: Returns may be requested and must be approved by a manager. If a return is requested due to an error by the customer (i.e. wrong product/quantity ordered, ordered by mistake, etc.), a restocking fee may apply as well as any applicable shipping fees.

RMA required: No returns accepted without a Return Merchandise Authorization (RMA). Contact sales@luxemedicalgroup.com or a designated sales representative for approval and instructions.
Condition: Items must be unopened, in original packaging, with intact seals.
Non-returnable: Custom/NCNR items, sterile goods removed from original packaging, temperature-sensitive products, expired/dated items, products not purchased from us, and items marked “final sale” or “non-returnable”.
Fees: Return freight is customer’s responsibility unless due to our error. Restocking fee may apply.
Credits: Refunds will be issued after inspection, less any return fees if applicable, within 15 business days from the date product arrives at the RMA address.

12) Product Dating, Lot/Serial Tracking & Recalls

Products will come with a minimum of 6-months expiration or greater as a standard unless otherwise agreed upon prior to ordering.
Actual product dating may vary, especially during shortages or allocations. Specific expiration requirements can and must be requested prior to ordering or standard conditions will apply.
Requests for LOT/EXP information must be made upon ordering or at least 2 business days prior to shipping. We track lot/serials only upon request or if mandatory by the manufacturer.
Certificates of Conformance/Compliance will only be provided if requested prior to shipping, subject to manufacturer availability.
We will use reasonable efforts to notify you of recalls or field corrections affecting your purchases.
Customer must quarantine affected lots upon notice and follow recall instructions promptly.

13) Regulatory & Quality Requirements

Customer agrees to use, store, and dispose of products according to manufacturer IFUs and applicable laws (e.g., infection control, sharps disposal).
Report quality complaints or adverse events to sales@luxemedicalgroup.com or a designated sales representative within 5 business days with product code, lot/serial, description, and photos if available.
Certain items may require documentation (e.g., state license, end-user statement). We may request periodic updates to maintain compliance.

14) Data, EDI & Privacy

Customer is responsible for accurate item numbers, UOMs, ship-to codes, and PO data.
Do not transmit Protected Health Information (PHI) in orders or support tickets.

15) Warranties & Liability

We pass through any manufacturer warranties only if requested and confirmed prior to ordering and disclaim all other warranties to the fullest extent permitted by law.
Our liability for any claim related to a sale is limited to the price paid for the affected products; we are not liable for indirect, incidental, or consequential damages.

16) Force Majeure

We are not liable for delays or non-performance due to causes beyond our reasonable control (e.g., natural disasters, epidemics, labor issues, carrier interruptions, regulatory actions, or supplier shortages).

17) Governing Law

These terms are governed by the laws of Illinois without regard to conflict-of-laws rules. Venue and jurisdiction reside in DuPage, IL courts.

18) Policy Updates

We may update these policies from time to time and the current version can be found at https://www.luxemedicalgroup.com/policies. Continued ordering constitutes acceptance of the then-current policies.

19) Customer Acknowledgment

By placing an order with Luxe Medical Group, which is confirmed once a sales order confirmation is provided, you acknowledge, agree to and are bound by these terms.

POLICIES & PROCEDURES

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