Last updated: 27 September 2026
Oras Medical supplies specialist ultrasound equipment and provides technology adoption, assessment, training, servicing and related professional services.
This policy explains how returns, cancellations and refunds work. Nothing in it limits your statutory rights. Please read it alongside our Terms and Conditions and Shipping and Delivery pages.
1. Business and consumer customers
Most Oras Medical purchases are made for professional use. You are generally a business customer if you buy wholly or mainly for purposes connected with your trade, business, craft or profession.
If you buy wholly or mainly outside those purposes, you may be a consumer. Consumer rights described in section 2 apply where the relevant law gives you those rights, even if another part of this policy refers to a shorter period or a charge.
2. Consumer cancellation rights for distance purchases
Equipment
If you are a consumer who buys equipment online or by another distance-selling method, you can normally cancel without giving a reason within 14 days after the day you, or someone you nominate, receives the equipment. Different timing may apply where an order is delivered in multiple parts. Legal exceptions may apply to particular goods.
To cancel, tell us clearly by emailing admin@orasmedical.com or using the optional form at the end of this policy. You do not need our prior authorisation to exercise a statutory cancellation right.
After telling us you wish to cancel, you normally have a further 14 days to send the goods back. Contact us for the return address and safe packing instructions. You are responsible for the direct cost of returning goods following a change of mind if we told you about that responsibility before purchase. We will pay or arrange return costs where the law requires us to do so, including for goods that are faulty or incorrectly supplied.
We may reduce a change-of-mind refund to reflect any loss in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning. We will not impose the 20% business restocking charge on a statutory consumer cancellation.
We will refund the price and any standard delivery charge you paid, subject to any lawful deduction. We may withhold the refund until we receive the goods or you provide evidence that you have sent them back, whichever is earlier. We will then refund within the applicable legal period, normally using your original payment method.
Services, including Blueprints
If you are a consumer who buys a service at a distance, you normally have 14 days after the day the contract is made to cancel without giving a reason.
If you expressly ask us to start work during that period and then cancel, you may need to pay a proportionate amount for the service supplied up to cancellation. If you expressly request early performance and acknowledge that you will lose the right to cancel once the service has been fully performed, that cancellation right may end on full performance.
We will give you the relevant information and obtain any required request and acknowledgement before starting a consumer service during its cancellation period. A completed personalised Blueprint is not automatically exempt from consumer cancellation rights merely because it is personalised or supplied as a PDF.
These cancellation rules do not affect your rights if goods are faulty or a service is not provided with reasonable care and skill.
3. Business returns for ultrasound scanners and equipment
Seven-day change-of-mind offer
Unless we agree otherwise in writing, an eligible business customer may request a return of non-faulty ultrasound equipment within seven days of delivery. This is a voluntary Oras Medical offer. Contact us within that period and obtain return instructions before sending equipment back.
For this offer, equipment must be returned complete with its supplied accessories and components, in its original packaging where reasonably possible, and free from misuse, unauthorised modification or excessive handling. We will inspect it on receipt.
The business customer is responsible for the cost and risk of a non-faulty change-of-mind return unless we agree otherwise.
Restocking and inspection charge
A return accepted under this business change-of-mind offer is subject to a 20% restocking and inspection charge, deducted from the refund.
We may also make a separate, reasonable deduction for missing items, damage or loss in value caused by the returned equipment’s condition. We will explain any additional deduction after inspection where reasonably practicable.
The 20% charge does not apply to faulty, damaged-on-delivery or incorrectly supplied equipment, or where applying it would conflict with a statutory right.
After the seven-day period, we do not normally accept business change-of-mind returns unless we agree otherwise in writing.
4. Faulty, damaged or incorrect equipment
If equipment arrives damaged, is faulty or is materially different from what you ordered, contact admin@orasmedical.com as soon as reasonably possible. Provide your order number, product or serial number, a description of the issue and photographs if available.
We may ask you to undertake reasonable troubleshooting or arrange an inspection. Depending on the circumstances and your applicable rights, the remedy may be repair, replacement, a price reduction or a refund.
You do not lose a statutory remedy merely because you have opened the packaging, did not photograph the fault, did not refuse delivery, or did not obtain return authorisation before notifying us of the problem. Please contact us before shipping specialist equipment so we can arrange safe return instructions.
A manufacturer’s warranty and our after-sales support are additional to applicable statutory rights.
5. Investment & Adoption Blueprints
Our Investment & Adoption Blueprints are personalised decision-support services prepared using information supplied by the customer. A finding that recommends delaying or avoiding an equipment purchase is a possible outcome of the service.
Business customers: If you cancel before preparation begins, we will normally give a full refund. Once work begins, we may charge for work already performed and costs reasonably incurred. After we have completed and delivered the agreed Blueprint, we do not offer a change-of-mind refund simply because you disagree with the conclusion or decide not to act on it.
Consumers: The service cancellation rights in section 2 apply where relevant. The statement above about a completed Blueprint does not override those rights.
If you believe we have made a material error or have not delivered the agreed service, contact us with the details. We will investigate and, where appropriate, correct and reissue the Blueprint or provide another remedy consistent with your rights.
6. Training, onboarding, consultations and other services
The scope, date and any specific rescheduling terms for a booked service will be set out before you book.
If you need to cancel or rearrange, contact us promptly. For business bookings, a refund may take account of work completed and reasonable, non-recoverable costs disclosed or agreed in connection with the booking, such as venue or travel costs. Consumer cancellation rights in section 2 apply where relevant.
If we cancel and cannot agree a suitable alternative, we will refund the amount paid for the affected service. If a service is not provided as agreed or with the required standard of care, we will provide the remedy required by law.
7. Servicing, diagnostics and repairs
We will tell you the agreed diagnostic or servicing charge before starting work. If additional repairs or parts are needed, we will seek your agreement to the additional cost before proceeding.
For business customers, a charge for diagnostic or servicing work already performed is normally non-refundable on a change of mind. Consumer cancellation rights apply where relevant.
If you believe our work is defective, contact us so that we can investigate and provide an appropriate remedy. Any separate warranty for repair work or replacement components will be communicated to you.
8. Cancelling an equipment order before dispatch
Contact us promptly if you wish to cancel before dispatch. We will normally refund an order that we can cancel before it has been committed for delivery.
For a business order involving specially sourced or customised equipment, we will explain any applicable cancellation costs where they were agreed before the order. A consumer’s statutory cancellation rights are not removed simply because we have placed an order with a supplier. Any legal exception for genuinely made-to-specification or personalised goods will be identified where applicable.
9. How to arrange a return or request a refund
Email admin@orasmedical.com with your name or organisation, order number, product details and the reason for contacting us. Include the serial number for a device and describe any fault or damage.
We will provide return instructions and an address where goods need to be sent back. Pack equipment securely with all relevant components. If you are arranging a return, use a suitable tracked and insured delivery method for valuable equipment.
We normally refund to the original payment method. We will process refunds within the applicable legal timeframe.
10. Optional consumer cancellation form
You may copy and email the following text to admin@orasmedical.com. You do not have to use this form; any clear statement that you wish to cancel is sufficient.
To: Oras Medical, admin@orasmedical.com
I hereby give notice that I cancel my contract for the following goods or service:
Ordered on / received on:
Name:
Address:
Order number, if known:
Date:
11. Contact us
Oras Medical
Email: admin@orasmedical.com
Telephone: +44 (0) 1788 270 191
Website: orasmedical.com