Returns & Refund Policy

1. General Returns Policy

Capilux Medical accepts returns and processes refunds in accordance with applicable law, these Terms and any product-specific conditions communicated before purchase.

Different rules may apply depending on whether the customer is purchasing as a consumer or as a business customer.

2. Consumer Right of Withdrawal

Consumers purchasing goods remotely may generally have the right to withdraw from the purchase within 14 days without giving a reason, subject to statutory exceptions.

For goods, the withdrawal period generally begins on the day the consumer, or a person designated by the consumer, receives the goods.

If multiple goods from one order are delivered separately, the applicable withdrawal period may begin when the final item is received, where required by law.

3. How to Exercise the Right of Withdrawal

To exercise the right of withdrawal, the consumer must inform Capilux Medical of the decision to withdraw before the applicable withdrawal period expires.

The notification may be sent by email to info@capiluxmedical.com.

The customer should include the order number, name, contact details and sufficient information to identify the products concerned.

4. Exceptions to the Right of Withdrawal

The statutory right of withdrawal may not apply where an exception provided by applicable law is met.

This may include, where legally applicable:

• Sealed goods which are not suitable for return for health protection or hygiene reasons and which have been unsealed after delivery
• Goods made to the customer’s specifications
• Clearly personalised goods
• Certain goods liable to deteriorate or expire rapidly
• Services fully performed after the required consumer consent and acknowledgement

These exceptions are applied only where the legal requirements for the relevant exception are actually satisfied.

Capilux Medical does not automatically classify every medical, cosmetic or healthcare product as non-returnable.

5. Sterile, Sealed and Hygiene-Sensitive Products

Certain sterile, sealed or hygiene-sensitive products may not be suitable for resale after their protective seal, sterile barrier or hygiene packaging has been opened.

Where applicable law permits an exclusion from the withdrawal right for such products, the exclusion will only apply after the relevant seal has been broken and where the product is genuinely unsuitable for return for health protection or hygiene reasons.

6. Return Authorisation

Customers should contact Capilux Medical before sending any product back.

We may provide return instructions, a return reference or other information required to identify and process the return correctly.

Products returned without sufficient order identification may experience processing delays.

7. Condition of Returned Goods

Consumers may inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning.

Where the value of returned goods has been diminished as a result of handling beyond what is reasonably necessary for such inspection, the customer may be responsible for that diminished value to the extent permitted by law.

Where possible, products should be returned with original packaging, accessories, documentation and all supplied components.

8. Return Shipping Costs

For a standard consumer withdrawal, the customer may be responsible for the direct cost of returning the goods where this has been properly disclosed and applicable law permits it.

Where the return is due to an incorrect, defective, damaged or non-conforming product, Capilux Medical will handle return costs in accordance with applicable law and the circumstances of the case.

9. Return Packaging

Products should be packed securely to minimise the risk of damage during return transport.

Where the original shipping package is no longer available, customers should use suitable protective packaging appropriate to the product.

10. Refunds

Where a consumer validly exercises the right of withdrawal, Capilux Medical will reimburse amounts due in accordance with applicable law.

Reimbursement will generally be made using the same payment method used for the original transaction, unless another method is expressly agreed and the customer does not incur fees as a result.

Refunds may be withheld until the returned goods have been received or the customer has supplied evidence of having returned the goods, where applicable law allows this.

11. Refund Processing Time

Where a statutory consumer withdrawal is validly exercised, reimbursement will be made within the period required by applicable law.

After Capilux Medical issues a refund, additional time may be required by the customer’s bank, card issuer or payment provider for the amount to appear in the account.

12. Original Delivery Charges

Where required by applicable consumer law, standard outbound delivery charges may be reimbursed following a valid withdrawal.

Additional costs resulting from the customer’s choice of a premium, express or more expensive delivery method than the standard delivery option may not be reimbursable where permitted by law.

13. Damaged or Defective Products

If a product arrives damaged or appears defective, customers should contact Capilux Medical as soon as reasonably possible.

Please retain the product, packaging and shipping materials while the claim is being assessed.

We may request:

• Order number
• Photographs of the product
• Photographs of the packaging
• Photographs of the shipping label
• Description of the fault or damage
• Serial or batch information where applicable

Mandatory rights relating to defective or non-conforming goods remain unaffected.

14. Incorrect Products or Missing Items

If the wrong product is delivered or an item is missing from the order, customers should contact Capilux Medical promptly.

We will investigate the order and arrange an appropriate solution based on the circumstances and applicable law.

15. Product Exchanges

Exchanges may be available for eligible products where practical.

Depending on the product and circumstances, an exchange may instead be processed as a return and a new order.

Sterile, sealed or hygiene-sensitive products may be subject to additional restrictions.

16. Products That Cannot Be Resold

Returned products that have been used, damaged, contaminated, altered or rendered unsuitable for resale may not qualify for a discretionary return.

This provision does not remove any mandatory consumer rights concerning defective or non-conforming goods.

17. Custom and Personalised Products

Products manufactured, configured or supplied according to customer specifications may be excluded from the statutory withdrawal right where the applicable legal conditions are met.

Any relevant custom-order restrictions should be communicated before the customer places the order.

18. Business Customer Returns

Business customers do not benefit from statutory consumer withdrawal rights unless mandatory law provides otherwise.

B2B returns are subject to prior approval and may depend on:

• Product condition
• Packaging condition
• Sterility or hygiene status
• Product age
• Batch and expiry information
• Manufacturer restrictions
• Order size
• Separate commercial agreements

19. Wholesale and Distributor Returns

Wholesale, distributor, clinic and high-volume orders may be subject to separately agreed return terms.

Where a written commercial agreement or quotation includes specific return conditions, those conditions may supplement this Policy to the extent permitted by law.

20. Cancellation Before Dispatch

Customers who wish to cancel an order before dispatch should contact us as soon as possible.

We will make reasonable efforts to stop processing or shipment, but cancellation cannot always be guaranteed once fulfilment or dispatch has begun.

Statutory consumer withdrawal rights remain unaffected.

21. Refused Deliveries

Refusing delivery does not necessarily constitute a valid exercise of the consumer right of withdrawal.

Customers should communicate their withdrawal or return request clearly to Capilux Medical.

Additional carrier, storage, customs or return costs may apply where a shipment is refused without valid legal grounds and where such costs may lawfully be charged.

22. International Returns

International returns may require customs documentation and may be subject to import or export procedures.

Customers should follow the return instructions provided by Capilux Medical before dispatching an international return.

23. Refunds for Customs Duties and Taxes

Customs duties, import taxes or fees collected directly by governmental authorities, customs brokers or other third parties may not be refundable by Capilux Medical.

Customers may need to apply directly to the relevant authority or service provider where a refund procedure is available.

24. Abuse of the Returns Process

Capilux Medical may investigate unusual, fraudulent or abusive return activity.

Nothing in this section limits rights that a consumer is entitled to exercise under mandatory law.

25. Warranty Claims

Returns relating to product defects, warranty service or after-sales support may be processed separately from standard withdrawal returns.

Further information is available in our Warranty & After-Sales Policy.

26. Returns & Refund Support

To request a return, report a damaged product or ask about a refund, contact: