Shipping Information

1. General Shipping Information

Capilux Medical supplies products to individual consumers, healthcare professionals, clinics, businesses, distributors and other commercial customers.

Shipping availability, delivery methods and applicable charges may vary depending on the destination, product type, weight, dimensions, regulatory requirements and selected delivery service.

2. Order Processing Time

Orders are processed after successful payment authorisation or receipt of payment, unless otherwise agreed in writing.

Processing time may vary depending on product availability, order size, product category, regulatory requirements and destination.

Estimated dispatch information may be displayed during checkout, on the product page, in the order confirmation or communicated separately by Capilux Medical.

3. Shipping Methods

Depending on the destination and order type, available shipping methods may include:

• Standard parcel delivery
• Express courier delivery
• International courier services
• Freight transport
• Specialised shipment for larger or sensitive products
• Other logistics services agreed with business customers

Available options will be displayed or communicated before the order is completed whenever possible.

4. Estimated Delivery Times

Delivery estimates depend on the destination, carrier, selected shipping service, customs procedures and product availability.

Delivery dates shown on the website or provided by customer service are estimates unless expressly confirmed as guaranteed in writing.

For consumer orders, where no different delivery period has been agreed, goods will be delivered without undue delay and in accordance with applicable consumer law.

5. Delayed Delivery

If an order is delayed, customers should contact Capilux Medical so that the shipment status can be investigated.

Where consumer law provides a statutory right to request delivery within an additional reasonable period or to terminate the contract after continued non-delivery, those rights remain unaffected.

6. Shipping Costs

Shipping charges depend on factors including:

• Destination country
• Delivery postcode
• Parcel weight
• Package dimensions
• Product type
• Selected carrier or service level
• Insurance or special handling requirements

Where shipping charges can be calculated in advance, they will be shown before the customer submits a binding order.

Additional optional delivery services will only be charged where the customer has selected or agreed to them.

7. International Shipping

Capilux Medical may ship products internationally, subject to carrier availability, destination restrictions and applicable regulatory requirements.

International customers are responsible for ensuring that ordered products may lawfully be imported, possessed and used in the destination country, except where applicable law places that responsibility on the seller.

Certain medical products, medical devices, cosmetics or professional-use items may be subject to country-specific import or regulatory requirements.

8. Customs, Import Duties and Taxes

Orders shipped across customs borders may be subject to customs clearance, import duties, VAT, local taxes, brokerage fees or other charges imposed by the destination country.

Unless expressly stated otherwise during checkout, quotation or written agreement, such charges are not included in the product or shipping price and may be payable by the recipient.

Capilux Medical cannot control charges imposed independently by customs authorities or other governmental bodies.

9. Customs Documentation

Capilux Medical may provide commercial invoices, packing information and other shipping documentation reasonably required for export and delivery.

The customer may be required to provide additional information or documentation requested by the carrier, customs authority or regulatory authority.

10. Shipment Tracking

Where tracking is available, customers may receive a tracking number or shipment reference after dispatch.

Tracking information is provided by the relevant carrier and may not update immediately after the shipment has been collected.

11. Delivery Address

Customers are responsible for providing complete and accurate shipping information during checkout.

This includes the recipient name, company name where applicable, full address, postal code, country, telephone number and any necessary delivery instructions.

12. Address Changes

If a shipping address needs to be changed, the customer should contact Capilux Medical as soon as possible.

Once an order has been dispatched, address changes may not be possible or may result in additional carrier charges or delays.

13. Failed Delivery

A shipment may be returned to Capilux Medical if delivery cannot be completed because of an incorrect address, repeated unsuccessful delivery attempts, refusal by the recipient or failure to complete required customs procedures.

Additional shipping or return costs may apply where legally permitted and where the failed delivery is attributable to the customer.

14. Customer Collection or Alternative Carriers

Where Capilux Medical expressly agrees that a business customer may arrange its own carrier or collection, responsibility and risk may be governed by the agreed commercial terms or applicable Incoterm.

Consumer rights concerning delivery risk remain unaffected where mandatory consumer law applies.

15. Damaged Shipments

Customers should inspect the package and products as soon as reasonably possible after delivery.

If a shipment appears damaged, customers should retain the packaging and contact Capilux Medical promptly.

We may request photographs of the parcel, shipping label, packaging and affected products to support a carrier claim or product assessment.

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

16. Lost or Missing Shipments

If tracking indicates an unusual delay or if a shipment has not arrived within the expected delivery period, customers should contact us.

Capilux Medical will investigate the shipment with the relevant carrier and take appropriate action in accordance with applicable law and the relevant sales terms.

17. Partial Shipments

Large or multi-product orders may occasionally be shipped in more than one parcel or delivery.

Where this occurs, customers may receive separate tracking references or delivery notifications.

18. Medical, Sterile and Sensitive Products

Certain products may require specific packaging, handling or transport conditions.

Where such requirements apply, Capilux Medical may use specialised packaging, handling procedures or shipping methods appropriate to the relevant product.

19. Business and Wholesale Orders

Large-volume, wholesale, distributor or clinic orders may be subject to separate freight arrangements, quotations, shipping terms or agreed Incoterms.

Any separately agreed commercial shipping terms will take precedence over general shipping information to the extent permitted by law.

20. Force Majeure and Events Outside Our Control

Delivery may be affected by events outside our reasonable control, including severe weather, natural disasters, strikes, war, governmental restrictions, customs delays, transport disruption, infrastructure failures or similar events.

Capilux Medical will take reasonable steps to communicate significant delays where information is available.

21. Returns

Shipping rules relating to product returns are explained separately in our Returns & Refund Policy.

Consumer statutory withdrawal and return rights remain unaffected.

22. Shipping Support

For questions about delivery, tracking, customs or shipping arrangements, contact us: