Last Updated: 15 August 2026.
Returns, Cancellations And Refund Policy
Oras Medical supplies specialist ultrasound equipment and provides technology adoption, assessment, training, servicing and related professional services.
This policy explains our approach to returns, cancellations and refunds. Nothing in this policy limits or excludes any statutory rights or remedies that apply under UK law.
1. Ultrasound Scanners & Equipment
7-Day Returns
Unless otherwise agreed, eligible ultrasound scanners and equipment may be returned within 7 days of delivery.
You must contact Oras Medical within the 7-day period and obtain return authorisation before returning any equipment.
To qualify for a return, equipment must be:
- returned complete with all supplied accessories and components;
- returned in its original packaging where reasonably possible;
- free from misuse, unauthorised modification or excessive handling; and
- returned in a condition suitable for inspection.
For eligible non-faulty or change-of-mind returns, the customer is responsible for the cost and risk of returning the equipment unless otherwise agreed.
Restocking & Inspection Charge
Eligible non-faulty returns are subject to a 20% restocking and inspection charge, which will be deducted from the amount refunded.
This charge covers the inspection, testing, handling and processing required before returned specialist medical equipment can be assessed for further use or resale.
The 20% charge does not apply where equipment is returned because it was faulty, damaged on delivery, incorrectly supplied, or where applying the charge would be inconsistent with the customer’s statutory rights.
Damage, Missing Parts or Reduced Value
All returned equipment will be inspected following receipt.
If the equipment has been damaged, misused, excessively handled, or returned with missing accessories, components or other supplied items, Oras Medical may make an additional deduction from the refund to reflect the reasonable cost of:
- replacement parts or accessories;
- repairs;
- rectification of damage; or
- other loss in value caused by the condition of the returned equipment.
Any such deduction will be in addition to the 20% restocking and inspection charge applicable to eligible non-faulty returns.
Where reasonably practicable, we will provide details of any additional deduction following inspection.
After 7 Days
After the 7-day return period, Oras Medical does not normally accept scanners or equipment for change-of-mind returns or refunds.
If equipment develops a fault, it will instead be handled under the applicable warranty and after-sales arrangements. Depending on the circumstances, this may include technical support, inspection, repair or replacement.
This does not affect any statutory rights or remedies that may apply.
Faulty, Damaged or Incorrect Equipment
If equipment is delivered damaged, faulty or materially different from what was ordered, please contact Oras Medical as soon as possible.
We will assess the issue and advise on the appropriate remedy, which may include troubleshooting, inspection, repair, replacement, refund or another remedy where required by law.
The 20% restocking and inspection charge will not apply to an accepted return arising from equipment being faulty, damaged on delivery or incorrectly supplied.
Please do not return equipment without first obtaining return instructions from Oras Medical.
2. Oras Medical Investment & Adoption Blueprints
Oras Medical’s Investment & Adoption Blueprints are personalised professional decision-support services prepared using information provided by the customer. Individual Blueprints may be designed for specific technologies, clinical applications or professional sectors.
Cancellation Before Work Begins
If you cancel your order before preparation of your personalised Blueprint has commenced, you will normally receive a full refund.
Once Preparation Has Begun
Once preparation has commenced, professional assessment and preparation work is being undertaken specifically for your clinic, practice or organisation.
Where a statutory cancellation right applies and you have requested that the service begins during the applicable cancellation period, any cancellation will be handled in accordance with those statutory rights. You may be required to pay a proportionate amount for the services already provided up to the point of cancellation.
After Completion and Delivery
Once your personalised Blueprint has been completed and delivered, it is not refundable simply because you disagree with, are dissatisfied with, or choose not to act upon the assessment outcome or recommendation.
The purpose of the Blueprint is to provide independent decision support. Depending on the findings, a recommendation may support progression, identify preparation that should be completed first, recommend delaying investment, or advise against proceeding at the present time.
A recommendation that does not support immediate investment does not mean that the service has not been successfully provided.
Errors or Problems With Your Blueprint
If Oras Medical makes a material error in preparing your Blueprint, please contact us as soon as reasonably possible. We will review the issue and, where appropriate, correct and reissue the Blueprint at no additional charge.
Where the service has not been provided as agreed and the issue cannot reasonably be corrected, an appropriate remedy will be provided in accordance with the circumstances and any applicable statutory rights.
Statutory Rights
Nothing in this section limits or excludes any statutory rights or remedies that may apply.
3. Training, Onboarding, Consultations & Professional Services
Bookings for training, onboarding, consultations or other professional services may be cancelled or rescheduled before the service takes place, subject to any cancellation terms communicated at the time of booking.
Where Oras Medical has already incurred non-recoverable costs—for example, agreed travel or venue costs—these may be deducted from any refund where appropriate and permitted.
Once a service has commenced or been completed, fees are normally non-refundable, except where statutory rights apply or Oras Medical has failed to provide the agreed service to the required standard.
If Oras Medical cancels a booked service and an appropriate alternative cannot be agreed, the amount paid for the affected service will be refunded.
4. Servicing, Diagnostics & Repairs
Diagnostic, servicing and repair charges relate to professional work carried out on equipment.
Once diagnostic or servicing work has commenced, the associated service charge is normally non-refundable.
Where additional repairs, replacement components or other chargeable work are required, we will communicate the relevant costs before proceeding where reasonably practicable.
If work carried out by Oras Medical is subsequently found to be defective, please contact us promptly. We will investigate the issue and, where appropriate, rectify the affected work.
Any warranty applying specifically to repair work or replacement components will be communicated separately.
5. Order Cancellation Before Dispatch
If you cancel an equipment order before it has been dispatched or otherwise committed for delivery, we will normally cancel the order and refund the amount paid.
Where an order involves specially ordered, customised or non-standard equipment and costs have already been incurred specifically to fulfil the order, different cancellation terms may apply. These will be communicated where applicable.
If equipment has already been dispatched, please contact Oras Medical before refusing or returning the delivery so that we can provide the appropriate instructions.
6. Returning Equipment
All equipment returns must first be authorised by Oras Medical.
When requesting a return, please provide:
Name or organisation name · Order number · Product/device details · Reason for return · Details of any fault or damage where applicable
Return instructions and the appropriate return address will then be provided.
Unless the equipment is faulty, incorrect or otherwise covered by applicable statutory rights, the customer is responsible for the return shipping costs.
Customers arranging their own return shipping are responsible for ensuring that equipment is appropriately packaged and adequately protected during transit.
7. Refunds
Where a refund has been approved, it will normally be made using the original payment method.
Refunds will be processed within the applicable legal timeframe and as soon as reasonably practicable after the return, cancellation or other refund entitlement has been confirmed.
Where equipment must be returned, we may wait until the goods have been received or appropriate evidence of return has been provided before processing the refund, where permitted by law.
8. Consumer & Business Customers
Most Oras Medical products and services are supplied for professional or business use.
Where you purchase from Oras Medical wholly or mainly for purposes relating to your trade, business, craft or profession, you will generally be treated as a business customer.
Where you qualify as a consumer, additional statutory rights may apply, including cancellation rights for certain distance contracts and statutory remedies relating to goods and services.
Nothing in this policy is intended to restrict those rights.
9. Contact Us
For returns, cancellations, refunds, servicing or warranty enquiries, please contact:
Oras Medical
Email: admin@orasmedical.com
Telephone: +44 (0) 1788 270 191.
Website: https://orasmedical.com
Please include your order number, device serial number or Blueprint/document reference where applicable.