FAQ

We serve both individual customers and professional or business customers, including clinics, healthcare professionals, companies, wholesalers and distributors.

Account and guest checkout availability depends on the checkout configuration available on the website at the time of purchase.

Product availability may be displayed on the product page. For larger, professional or wholesale orders, please contact our team before ordering.

Contact us as soon as possible. We will make reasonable efforts to amend or cancel an order before dispatch, but changes may no longer be possible once fulfilment or shipment has started.

Yes. Clinics, companies, wholesalers, distributors and professional buyers may contact Capilux Medical for commercial quotations and larger-volume orders.

Available payment methods are shown during checkout and may include credit or debit card, bank transfer, SWIFT transfer and approved online payment providers.

Where online card payments are enabled, transactions are processed through authorised payment systems and may be subject to bank or payment-provider security verification.

Bank transfer may be available for eligible orders. Payment instructions may be provided during checkout, by invoice or through direct communication.

SWIFT transfer may be available for international and business transactions, subject to the applicable order and payment instructions.

Invoices and accounting documents are issued in accordance with applicable legal, tax and accounting requirements. Business customers should provide complete legal company and billing information.

Yes, international shipping may be available depending on the destination, product type, carrier availability and applicable regulatory requirements.

Shipping charges depend on destination, weight, dimensions, product type and selected shipping method. Where calculable in advance, the applicable shipping cost will be shown before the order becomes binding.

Delivery times vary according to destination, product availability, carrier service and customs procedures. Estimated delivery information may be provided during checkout or in the order confirmation.

Where tracking is available, a tracking number or shipment reference may be provided after dispatch.

For cross-border shipments, customs duties, import VAT, taxes or brokerage charges may apply. Unless expressly stated otherwise, such destination charges may be payable by the recipient.

Contact our support team with your order number and tracking information. We will investigate the shipment with the relevant carrier.

Eligible consumers generally have a 14-day statutory right to withdraw from qualifying distance purchases, subject to applicable legal exceptions. Please review our Returns & Refund Policy for full details.

No single rule applies to every medical product. Certain sealed goods may be excluded from the withdrawal right after opening where they are genuinely unsuitable for return for health protection or hygiene reasons. The relevant conditions are assessed product by product.

Return eligibility depends on the product and condition of its sterile or protective packaging. Opened or compromised sterile products may be subject to legal or hygiene-related restrictions.

Contact us at info@capiluxmedical.com with your order number and details of the product you wish to return. Please wait for return instructions before sending the product back.

Approved refunds are generally returned using the original payment method where possible. Processing time may also depend on your bank or payment provider.

Contact us promptly and retain the packaging. We may request photographs, order details and product identification information to investigate the issue.

Consumers benefit from mandatory legal guarantee rights under applicable law. Product-specific commercial or manufacturer warranties may also apply where provided.

Consumers in the EU generally benefit from a minimum two-year legal guarantee for consumer goods, beginning when the goods are delivered. National law may provide additional protection.

Contact our support team with your order or invoice number, product model, serial number where applicable and a description of the problem.

Depending on the product, Capilux Medical may provide troubleshooting, warranty assistance, documentation support or coordinate service with the manufacturer or relevant service provider.

No. A commercial or manufacturer warranty is additional to statutory consumer rights and does not replace the applicable legal guarantee.

Our main categories include Hair Transplant Supplies, Medical Products, Medical Devices and Beauty & Cosmetics.

Yes. Certain products may be intended for professional, clinical or specialised use and should only be used by appropriately qualified persons where required.

No. Purchase does not constitute professional qualification, certification or legal authorisation to use a regulated or professional-use product.

Available specifications are provided on the relevant product page. For additional technical or regulatory information, contact our team.

Applicable products may be supported by relevant CE conformity documentation. CE status is product-specific and should not be interpreted as applying automatically to every product in the catalogue.

Capilux Medical maintains ISO certification documentation relevant to its certified scope. Specific certificate information may be provided where appropriate.

Capilux Medical maintains applicable documentation relating to Regulation (EU) 2017/745 on medical devices for relevant activities and products.

Capilux Medical maintains applicable EUDAMED-related registration and documentation supporting relevant activities within the European medical-device regulatory framework.

Professional customers may contact us to request available product-specific quality or regulatory documentation. Availability may depend on the product, manufacturer and applicable confidentiality restrictions.

Yes. Clinics, healthcare professionals and other business customers may purchase eligible products and request commercial quotations.

Commercial pricing may be available depending on product category, quantity, destination and other transaction-specific factors.

Capilux Medical welcomes suitable distributor and commercial partnership enquiries. Each opportunity is evaluated according to market, product, regulatory, logistics and commercial requirements.

Please provide your company name, country, contact person, product name or code, required quantity, delivery destination and any relevant regulatory or documentation requirements.

Email: info@capiluxmedical.com
Telephone: +359 2 42 50 120

Sopharma Business Towers
ul. “Lachezar Stanchev” 5
Tower A, Floor 61
1756 Sofia, Bulgaria

For order-related enquiries, include your order number. For product or regulatory enquiries, include the product name, model or product code where available.