1. Scope and Acceptance

These Terms & Conditions apply to all orders placed through the Capilux Medical website, unless a separate written commercial agreement has been concluded between Capilux Medical and the customer.

By placing an order, the customer confirms that they have read, understood and accepted these Terms & Conditions together with the applicable Privacy Policy, Shipping Information, Payment Methods and Returns & Refund Policy.

These Terms apply to both individual consumers and professional or business customers. Certain provisions may apply differently depending on whether the purchaser acts as a consumer or in the course of business.

2. Product Information

Capilux Medical makes reasonable efforts to ensure that product descriptions, images, specifications, dimensions and availability information displayed on the website are accurate.

Product images may be illustrative. Packaging, labelling, colour or minor visual characteristics may vary without affecting the essential characteristics or intended function of the product.

Customers are responsible for reviewing the product description, specifications and intended use before completing an order.

3. Medical and Professional-Use Products

Certain products offered by Capilux Medical may be intended for professional, clinical or specialised use.

The purchase of a product does not constitute professional qualification, authorisation, certification or permission to use that product.

Customers must comply with all applicable local laws, professional requirements, manufacturer instructions, sterilisation requirements, maintenance instructions and usage restrictions.

4. Regulatory Information

Where a product is subject to specific regulatory requirements, relevant information will be provided where required by applicable law.

Capilux Medical will only display CE, ISO, MDR or other regulatory or quality claims where such claims are supported by appropriate documentation applicable to the relevant product or entity.

5. Prices, Taxes and Charges

Product prices are displayed in the currency indicated on the website. The website or checkout will indicate whether VAT is included or excluded where applicable.

Before an order becomes binding, the customer will be informed of the total amount payable, including applicable taxes and shipping charges that can reasonably be calculated in advance.

For international deliveries, customs duties, import taxes, brokerage fees or other destination charges may be payable by the customer unless expressly stated otherwise.

6. Orders

Submission of an order through the website constitutes an offer by the customer to purchase the selected products.

Capilux Medical reserves the right to reject or cancel an order before acceptance in cases including product unavailability, incorrect pricing, payment failure, suspected fraud, regulatory restrictions, delivery restrictions or obvious technical errors.

An order becomes binding once Capilux Medical sends an order acceptance, payment confirmation or dispatch confirmation, as applicable.

7. Order Review and Payment Obligation

Before placing an order, customers will have the opportunity to review the products selected, quantities, prices, taxes, shipping charges and total amount payable.

The final checkout action will clearly indicate that submission of the order creates an obligation to pay.

8. Payment Methods

Available payment methods will be displayed during checkout and may include, where enabled:

• Credit or debit card
• Bank transfer
• SWIFT transfer
• Approved online payment service providers
• Other payment methods made available by Capilux Medical

Capilux Medical may withhold order processing or shipment until payment has been successfully authorised or received.

9. Payment Security and Fraud Prevention

Electronic payments may be processed by authorised third-party payment service providers.

Capilux Medical may conduct reasonable verification and security checks to prevent fraudulent transactions, unauthorised payments and misuse of payment methods.

Full payment card information is not intended to be stored directly by Capilux Medical unless technically required and legally permitted under applicable payment security standards.

10. Product Availability

All products are subject to availability.

If a product becomes unavailable after an order has been submitted, Capilux Medical may offer an alternative product, propose a revised delivery date or cancel the affected item and issue the corresponding refund.

A materially different substitute will not be supplied without customer approval.

11. Delivery

Available delivery methods, estimated delivery periods and applicable delivery charges will be displayed or communicated before completion of the order.

Delivery times are estimates unless an expressly guaranteed delivery date has been agreed in writing.

Capilux Medical is not responsible for delays caused by events outside its reasonable control, including customs procedures, carrier disruption, regulatory inspections, incorrect customer information, import restrictions or force majeure events.

12. International Shipping, Customs and Import Charges

International orders may be subject to customs procedures and destination-country regulations.

Unless otherwise agreed in writing, customers are responsible for ensuring that the products ordered may lawfully be imported, received and used in the destination country.

Import duties, customs fees, local taxes and brokerage charges may be payable separately by the customer.

13. Risk of Loss

For consumer purchases, transfer of risk will be determined in accordance with applicable mandatory consumer law.

For business customers, transfer of risk may be governed by the agreed shipping terms, quotation, invoice or applicable Incoterm.

14. Consumer Right of Withdrawal

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

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

Detailed instructions and procedures are provided in the Capilux Medical Returns & Refund Policy.

15. Exceptions to the Right of Withdrawal

The statutory right of withdrawal may not apply where an applicable legal exception exists, including, where legally relevant:

• Sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed
• Goods manufactured according to customer specifications
• Clearly personalised products
• Certain rapidly deteriorating or perishable goods
• Services fully performed following the required consumer consent and acknowledgement

Such exceptions are not automatically applied to every medical or healthcare product.

16. Returns and Refunds

Where a consumer validly exercises a statutory withdrawal right, refunds will be processed in accordance with applicable law.

Refunds may be withheld until returned goods have been received or the customer has provided appropriate evidence that the goods have been returned, where legally permitted.

Return shipping costs may be borne by the customer where legally permitted and where this obligation has been disclosed in advance.

17. Business Customer Returns

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

B2B returns may require prior written authorisation and may depend on product condition, packaging, sterility status, product category and any separate commercial agreement.

18. Incorrect, Damaged or Defective Products

Customers should inspect delivered products as soon as reasonably possible.

If a product is defective, damaged in transit, materially different from the order or incorrectly supplied, the customer should contact Capilux Medical promptly at info@capiluxmedical.com.

Customers may be asked to provide an order number, description of the issue and supporting photographs or other reasonable evidence.

Mandatory consumer rights remain unaffected.

19. Warranty and After-Sales Support

Warranty conditions may vary depending on the product, manufacturer and customer type.

Any applicable commercial warranty is additional to mandatory statutory consumer rights and does not replace such rights.

Product-specific warranty information will be stated on the product page, invoice, documentation or separate warranty terms where applicable.

20. Order Cancellation by Capilux Medical

Capilux Medical may cancel an order before shipment where necessary due to stock errors, pricing errors, payment failure, fraud prevention, legal restrictions, compliance concerns or inability to fulfil the order.

If payment has already been collected for a cancelled order, the corresponding amount will be refunded using an appropriate payment method.

21. Website Use

Users must not interfere with website security, attempt unauthorised access, submit fraudulent orders, misuse checkout systems, upload malicious software or use the website for unlawful purposes.

Capilux Medical may restrict access where misuse, fraud or security threats are reasonably suspected.

22. Intellectual Property

Website content, including original text, graphics, layout, logos, trademarks, product presentation and other protected material, may not be reproduced, distributed or commercially exploited without prior permission except where permitted by law.

23. Limitation of Liability

Nothing in these Terms excludes or limits liability where exclusion or limitation is prohibited by mandatory law.

For business customers, and to the extent permitted by law, Capilux Medical shall not be liable for indirect, incidental or consequential business losses arising from use of the website or purchase of products.

Mandatory consumer protections remain unaffected.

24. Force Majeure

Capilux Medical shall not be responsible for failure or delay caused by events outside its reasonable control, including natural disasters, governmental measures, war, strikes, carrier interruption, infrastructure failure, epidemics, customs delays or similar events.

25. Personal Data and Privacy

Personal data collected through the website is processed in accordance with the Capilux Medical Privacy Policy and applicable data protection law, including the GDPR where applicable.

Payment, shipping and technology service providers may process limited customer information where necessary to complete an order or provide the requested service.

26. Complaints and Customer Support

Questions and complaints may be submitted using the following contact details:

Complaints will be reviewed fairly and within a reasonable period. Consumers may also have access to competent consumer protection authorities and legally available alternative dispute resolution mechanisms.

27. Governing Law

These Terms are governed by the applicable laws of Bulgaria, without depriving consumers of any mandatory protections granted by applicable consumer law, including protections that may apply in the consumer’s country of habitual residence.

Separate jurisdiction, commercial terms or dispute resolution provisions may be agreed in writing with business customers.

28. Severability

If any provision of these Terms is determined to be invalid, unlawful or unenforceable, the remaining provisions will continue in full force to the extent permitted by law.

29. Amendments

Capilux Medical may update these Terms from time to time to reflect legal, commercial or operational changes.

The terms applicable to an order will normally be the version made available to the customer at the time the order is placed, unless mandatory law requires otherwise.