Exchange and returns

We choose medical equipment for a specific facility and task, so most questions are settled before delivery. If something isn't right after you receive it, write to us and we'll sort it out. Here's how it works.

Checks on delivery

Check the quantity, completeness and condition of the packaging when you accept the goods. Record any shortage, missing items or damage in the carrier's documents or in an acceptance report, and tell us straight away. We resolve these cases with the carrier and the manufacturer: we supply what's missing, replace the item or refund the missing position.

Goods of proper quality

For facilities and businesses. Equipment that works properly can't be exchanged or returned unless the agreement provides otherwise. If you need to change the model or configuration before shipment, tell your manager as early as you can. We'll try to arrange it, but it isn't always possible, especially when the equipment has already been ordered from the manufacturer for you.

For individuals. Article 9 of the Law of Ukraine «On Consumer Rights Protection» applies: goods of proper quality can be exchanged within 14 days, not counting the day of purchase. The goods must be unused and keep their original appearance, seals, labels and factory packaging, and you need proof of payment. Equipment that has been installed, commissioned or used is no longer new. Goods on the list approved by the Cabinet of Ministers of Ukraine are not exchanged either.

If the equipment is faulty

1. Email [email protected] with the name and serial number, the delivery date, a description of the problem and, if possible, photos or a video.
2. One of our engineers will contact you and run diagnostics remotely, on site or at our service centre.
3. If the fault is the manufacturer's, under warranty we repair the equipment or replace the faulty part free of charge. If it can't be repaired, we replace the goods or refund the price in line with the law and the warranty terms.

The warranty period is set by the manufacturer and stated in the warranty documents. The warranty doesn't apply if the fault was caused by not following the instructions, unstable power or missing earthing, mechanical damage, liquid, repair by third parties or non-original consumables. Batteries, lamps, sensors, cables, filters and other wear parts aren't replaced under warranty unless the manufacturer gives a separate warranty for them.

Refunds

We refund by bank transfer to the account the payment came from, within the time limits set by law, once the goods have been returned and the paperwork completed.

Contacts

Email: [email protected]
Phone: 0 800 334 585
Monday to Friday, 9:00 to 18:00

These rules don't limit the rights Ukrainian law gives you. Full terms are in the public offer.