Returns and withdrawal

What that means

The 14-day cooling-off period provided by law (the right of withdrawal, in legal terms the right of dissolution) exists only for consumers. If you order on behalf of an organisation, practice or company, including as a sole trader or freelancer, you do not have that right. An order therefore cannot simply be cancelled.

We are happy to arrange a return by agreement, and in the case of a defect or a delivery error the terms of the general terms and conditions for business customers apply. We supply businesses and institutions only, not consumers. If you are ordering for personal use and not for a company or profession, you cannot order from us.

Sterile products

We only take back sterile products if the packaging is unopened.

Opened pads and sealed products

If a seal has been broken or a package has been opened, we generally cannot take the product back for reasons of hygiene and safety. In doubt? Call or email us before you send anything back. If the product is defective or the wrong item was delivered, the arrangement under Defective or wrong item delivered applies.

Systems, installation and custom work

For systems, installation and custom work, the agreements in your quote and in the general terms and conditions apply.

Return by agreement

We arrange a return for a business order by agreement. Report it using the form at the bottom of this page and we will contact you.

Step by step

• 1. Report the return. Use the form Report a return with your order number and the products. You will receive a confirmation with a ticket number.
• 2. Wait for our reply. We will contact you about how to handle it and tell you which address to send the parcel to.
• 3. Pack the product well. Use the original packaging if you still have it. For a return by agreement (without a defect or delivery error) we only take a product back in its unopened original packaging; sterile and sealed products always with the packaging intact. Do not put any patient data in the parcel.
• 4. State your details. Put your ticket number and order number on the delivery note or on the outside of the parcel, so that we can link your shipment to your report straight away.

When we receive your shipment

We check the product and the packaging. We will contact you about the settlement, for example a credit note or a replacement delivery.

Who pays for the return shipment?

• If a product is defective or the wrong item was delivered, we pay for the return shipment.
• For other returns, such as a product you do not need and that we take back by agreement, you pay for the return shipment yourself.

We agree this with you before you send the parcel.

Damaged, defective or wrong item delivered

If a product is damaged, defective or the wrong item was delivered, please report it as soon as possible. Photos of the packaging and the product help us. Do not enter patient data. In the form, choose Damaged or Wrong item delivered as the reason.

Report transport damage on receipt, see also Shipping and delivery.

Warranty

The warranty and conformity terms that apply to business customers are set out in the general terms and conditions for business customers. See also Warranty on the Shipping and delivery page.