Warranty/Return
Product warranty
The products comply with Directive 42/93/EEC on medical devices or with the European Medical Devices Regulation 745/2017, as applicable.
The warranty and return conditions are in accordance with OG 21/1992, OUG 140/2021 and Ordinance 34/2014. When requesting the warranty, it is necessary to present the defective product with intact identification elements (batch number), together with the related accessories and copies of the fiscal invoice and the warranty certificate. In the event that the products arrive unaccompanied by these documents, the products may be returned to the applicant/sender without the warranty being settled.
The warranty period differs depending on the type of medical device: 6 months for orthoses, 12 months for canes, frames and crutches, 24 months for wheelchairs, anti-skid cushions and mattresses, as well as breast prostheses. The warranty is extended by the period necessary for the repair. The warranty is settled within a maximum of 30 calendar days. The warranty period begins from the moment of delivery of the products, according to the date mentioned in the fiscal invoice, the warranty certificate or the handover report.
Service operations performed during the warranty period will be mentioned on separate documents or in the service section of the Warranty Certificate. Products out of warranty or those that do not fall within the general terms and conditions of the warranty are not subject to the 15-day resolution period, the term being at least 30 days from the date of entry into service (excluding the parts supply period).
Loss of warranty: The warranty is lost if any of the conditions below are not met:
Failure by the beneficiary to comply with the conditions of transport, handling, use and maintenance specified in the Instructions for Use and the Warranty Certificate of which the beneficiary was aware and to whom they were handed over by the supplier.
The company's or service provider's specialists' determination that the defect is due to the beneficiary's fault (improper use, maintenance).
Entrusting the product to be repaired by other unauthorized persons/companies.
Presentation of the product not accompanied by this warranty certificate or accompanied by a warranty certificate without a stamp or blank sections (delivery date, product identification number, seller's signature, beneficiary's signature).
The warranty is not valid, in the case of walking devices, for cases of corrosion, wear of rubber and plastic components, damage or cracking of the cover, respectively damage to the paint, varnish, chrome or other damage resulting from using the chair when walking on stairs, hitting any obstacle or in an unfavorable external environment.
How do I return products?
According to the law, you can return purchased products within a maximum of 14 calendar days from receiving the package , if they are in perfect condition (in the same conditions in which they were delivered) without traces of wear or damage to the product or packaging, without being worn or used, accompanied by all product labels and documents proving the purchase (copy of tax invoice or receipt).
If the returned product is not suitable for return (has physical changes, knocks, chips, scratches, traces of use and/or unauthorized interventions, lack of accessories, without labels and fiscal documents, etc.), then the product will be sent back to the customer after the customer has been informed by phone of the observed discrepancies, and the amount initially paid will not be refunded. The shipping cost will be borne by the customer.
Before continuing the return procedure, we ask you to carefully read all the details and conditions displayed on the Medical Express website.
Return form
The return must be announced by completing and sending the online form or by email to retur@medicalexpress.ro mentioning the customer's first and last name, the delivery address, the order code, the product code, the invoice number and the IBAN account in which you wish to receive the product value. You will receive the product value in the indicated account.
The return address is: 7 Iuliu Maniu Boulevard, Building L, Apaca building, Faberom Warehouse, Bucharest, Medical Express.
The following are exempt from the right of return :
- sealed goods that cannot be returned for health protection or hygiene reasons and that have been unsealed by the consumer, for example, but not limited to: creams, powders, sprays, hydrocolloid strips, lotions, etc.);
- goods made to the specifications presented by the consumer or clearly personalized, for example, but not limited to: bras / wheelchairs that have been personalized at the consumer's request.
How do I exchange the product for another size/model?
If you only want to exchange for another size or model, then mention this product and the size you want to exchange for in the return email you send.
Who pays for the return shipping?
The customer has a period of 14 days to withdraw from a distance contract or an off-premises contract, without having to justify the decision to withdraw and without incurring any other costs, except in cases where:
- Medical Express offers to pick up the product from the Consumer
- The customer opts for a different type of delivery than that offered by Medical Express;
- The customer has diminished the value of the returned products by manipulating them
The cost of return shipping is borne by Medical Express only if the reason for the return is related to a manufacturing defect or if the order sent does not correspond to what the customer ordered.
In any other situation, in which the customer changes his mind, the shipping will have to be borne by him to return the product, as well as to receive a new replacement product, if applicable.
Medical Express reserves the right to extend the 14-day period if it has not received the returned products or at least the Customer has not sent a confirmation of the shipment of the package, taking into account the earliest date.
In the event of a partial return of the products, Medical Express will only refund the value of the products that the customer wishes to return, without refunding the shipping fee for the shipment. The shipping fee for returning the products remains the responsibility of the customer.
If the returned product is not suitable for return, then the product will be sent back to the customer after the customer has been informed by phone of the observed discrepancies, and the cost of shipping the product back to the customer will have to be borne by the customer. If the consumer refuses to receive the non-compliant products, they will be kept by Medical Express for a period of 30 days. After the expiry of this period, the products will be considered abandoned and will be sent for destruction.
In the case of exchanging the product for another size/model, for reasons strictly related to the customer's decision, after the order sent complies with what the customer ordered, the payment of the shipping belongs exclusively to the customer or can be made at one of the Medical Express offices, free of charge.
How long will it take to get my money back?
The product value is transferred by bank transfer, within 14 calendar days from the date of receipt of the returned products, to the account indicated by the consumer.
Products that were purchased based on a firm special order, with full payment in advance, that were not in the Seller's stock or that were not part of the company's offer at that time are not accepted for return.