Last Updated: 21 January, 2021.
Returns And Refund Policy
YOU HAVE 14 DAYS COOLING OFF PERIOD
You are entitled to a statutory cooling off period of 14 days after the date that the goods are received by you. We advise you to inform us in writing by email during the cooling off period that you are cancelling the order.
CANCELLING YOUR ORDER BEFORE DELIVERY IS PROCESSED
If you have not received the goods at the time of cancellation of the order, and we have not processed the goods for delivery, we will refund to you all the money paid by you for the goods in question including the delivery charges (if any) in the same form of payment originally used for the purchase as soon as possible, and in any event within 30 days of the cancellation being accepted.
CANCELLING YOUR ORDER AFTER DELIVERY IS PROCESSED
If you have not received the goods at the time of cancellation of the order, but we have processed the goods for delivery, and they are en route, you should reject the goods at point of delivery and do not accept them. In this case a refund will be processed once the goods have been returned to our warehouse.
CANCELLING YOUR ORDER AFTER PRODUCT IS DELIVERED
If delivery has been made by our courier service, this service will incur charges in excess of our standard delivery charges and we reserve the right to deduct these charges from your refund if your order is cancelled after delivery, despatched or whilst in transit. We will make the refund in the same form of payment originally used for the purchase as soon as possible, and in any event within 30 days of your cancellation being accepted.
ITEM DAMAGED ON DELIVERY OF THE PRODUCTS
In the event that it is found, upon receiving the goods from the transport agency that the packaging of the item/items of the order is/are visibly damaged, you must state this and write it on the delivery note of the transport company when signing for the order. From there, you need to notify us within 24 hours of the delivery by contacting the after-sales service department at Oras Medical.
In all cases, you must always check that the goods have been delivered in perfect condition and if you have doubts, it is recommended that you always put “DAMAGED PACKAGING” or similar on the delivery note so that it can be claimed back later, as if not the transport company will consider that the item has been delivered in perfect condition.
Oras Medical won’t take responsibility for any reports of damage during transport if the User / Buyer does not make a note of damage on the delivery note of the transport company and it won´t be possible for us to re-imburse or offer compensation for the cost of the damage to the product nor will the User / Buyer have the right to make a claim against Oras Medical.
The Client shall have a maximum period of fourteen (14) calendar days from the day of the delivery of the Product to cancel, or part cancel, the purchase of the Product or products, in accordance with the applicable law. To cancel your order please contact us.
Once the period of fourteen (14) calendar days have passed, Oras Medical will not accept refunds for the withdrawal of the products purchased. The Client shall not have the right to return the product established by the applicable laws and, in particular, including but not limited to, in the following cases:
- Products made according to the Client’s specifications or that are clearly personalised.
- For reasons of hygiene and health, Oras Medical restricts the returns of hygiene products, products that may come into contact with the skin.
- Food products only in the case that they have been unsealed after delivery. Likewise, the return of any software for sale in our catalogue will not be accepted if the installation or activation of the same or the packaging, seal or seal has been opened or manipulated. This is due to the characteristics of this type of product that requires a license, registration or activation. Under these mentioned circumstances the return of the products or products will not be accepted.
In cases of the cancellation of orders that are “under order” Oras Medical reserves the right to charge between 20% and 50% of the amount of the product for the expenses.
The procedure to exercise the right of a refund will begin with the Client’s request by opening up a request through, and then sending it to Oras Medical upon confirmation that the return request has been accepted. The After-Sales Department will reply within a maximum of 48 hours from receipt of the request, assigning return instructions if accepted.
Once the Client has received the return number, they must return the product within fourteen (14) days from the date of notification of the request to Oras Medical, by sending us back the product (indicating the assigned return number on the package).
Oras Medical will check at its warehouse the status of the returned Product, reserving the right to refuse to make a refund in the event of detecting that the Product purchased is not received in perfect condition. If it is not received in its original packaging, this will result in a refund with a reduce amount from the original value of the product.
Oras Medical will manage the return of the price and delivery costs using the same payment system used by the Client for the purchase of the Products. No additional costs will be refunded for standard delivery charges, such as express, priority or courier service.
RETURNING YOUR ITEMS
If the goods have been delivered to you before you decide to cancel your order, we advise that you return the goods to us without delay. If you would like to return the goods yourself, just let us know and will send you the address of our nearest warehouse to return the goods to.
You will need to take all of the goods you are returning, together with a copy of your Order Acknowledgment email and delivery receipt for the goods. To arrange collection of the unwanted goods please contact us or call 0845 860 5246. Please have your order number and delivery receipt to hand. We will then arrange for your unwanted goods to be collected.
You agree to return the goods in full and Oras Medical also request that you return the packaging with the goods where possible. You are responsible for the cost of returning the goods, unless the goods are faulty or not as described, in which case we will refund any reasonable costs you incur in returning the item to us. If you are returning your goods because they are faulty or incorrect, no collection fee will be charged.
If you decide to return the goods, with your own courier, and we receive the goods damaged whilst in transit, you are responsible for the costs of the damage that has been incurred and a charge will be made for the damage to the goods. If you decide to return goods to us after you have started to assemble them then you should disassemble them to the extent necessary to allow them to be properly returned.
TAKING RESPONSIBLE CARE OF THE GOODS
You agree to take reasonable care of the goods from the time that they are delivered to you until the time that they are returned. If you have decided to cancel the order after receiving the items, the goods must be returned to us as soon as possible and in the original packaging. You are the owner of the goods once they have been delivered to you and you are liable for their loss or destruction.
We will refund to you all the monies paid by you for the unwanted goods in question, including the original delivery charge if applicable, and excluding the cost of collection if that service has been rendered by us. The refund will be in the same form of payment originally used for the purchase as soon as possible, and in any event within 30 days of your order being accepted.
Refund will be in full, however if the value of the goods is diminished by any amount as a result of handling of the goods by you beyond what is necessary to establish the nature, characteristics and functioning of the goods, we may recover that amount up to the purchase price directly from you. If the returned goods have not been looked after by you with reasonable care and are not in the condition that they were in when delivered to you, we reserve the right to pursue a claim against you separately.
If you do not return the goods to us we shall be entitled to deduct the direct costs of recovering the goods from the amount to be refunded to you.
CONDITIONS FOR COLLECTING THE ITEMS
Collection of the goods will only take place from the delivery address to which they were delivered and will be subject to the following conditions:
- You agree to provide Oras Medical with as much detail as possible of relevant features of the delivery address which floor the items are to be collected from, whether there are any narrow doors etc.) in order to help our representative prepare for the collection.
- You agree to ensure that there is suitable access to the chosen collection location.
- If our representative reasonably considers that collection from the room of your choice is likely to cause damage to the goods or to your property, they will inform you and record this concern on the collection document. You may instruct our representative to collect the goods in spite of such concern but we will not be liable for any damage caused to your property or to the goods as a consequence of us attempting collection on your instructions (provided that reasonable care is taken in collecting the goods).
- You agree to give our representative all goods which are being returned, including all component parts of such goods and all related items or accessories (and if possible the original packaging) which are included in the price of the goods being returned.
- A collection document must be signed by you to confirm that the collection has taken place. The collection document will be provided by the representative who comes to collect your goods.
- If you are not personally available to accept delivery of the goods you may appoint a representative to do so on your behalf. The representative must be an adult capable of supervising collection on your behalf, and you agree that we will be entitled to rely on the representative’s instructions as if they were your own.
REFUNDING YOUR MONEY
We will refund the price you paid for the goods and credit the refund you are due to the credit or debit card that you made payment with. We will make any refunds due to you as soon as possible and in any event within the deadlines indicated below:
We will make any refunds due to you within 30 days after we have received the goods. In most cases refunds are made within 72 hours after receiving the items. The terms and conditions apply to all goods purchased from orasmedical.com.
YOUR CONSUMER RIGHTS
This returns policy does not take away any statutory rights you may have. For more information contact your local Citizens Advice Bureau.
This returns policy is in accordance with your right to cancel a contract formed at a distance under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
These terms and conditions shall be regulated by UK Laws and Regulations. In the event of a dispute, the Laws and Regulations of English Law shall govern any actions related to these terms.
The warranty of the product(s) sold by ORAS MEDICAL is provided and established by virtue of a legal framework that aims to provide the consumer with different options for requiring remedy when the goods purchased are not in conformity with the contract, giving the customer the option of requiring repair or replacement of the goods, unless one of these is impossible or disproportionate. Where repair or replacement is not possible or would be disproportionate, the client may demand a reduction in the price or termination of the contract.
In case of non-conformity of the product, a period of one (1) year valid from the date of the delivery of the product, for the buyer to be able to access their rights. However, only within six months of delivery will it be presumed that the lack of conformity already existed at the time of delivery, and it will be for the buyer to prove that the goods were not in conformity. The consumer must inform ORAS MEDICAL of the lack of conformity within two (2) months of becoming aware of it.
After the first 6 months from the date of invoice, the equipment for repair must be sent at the client’s expense. ORAS MEDICAL reserves the right to check that the defect has been caused by manufacturing failure or misuse. If the product is under warranty, ORAS MEDICAL shall pay the client the postage paid and the return to the client shall be the responsibility of ORAS MEDICAL. If the product is not under warranty, the client shall have to collect the product at his or her own expense. Consumable parts such as batteries, hydraulics, motors, cables, batteries, light bulbs, fuses etc. are not covered by the warranty along with other types of accessories.
During the period of repair or revision, the company will not replace the product and will not imply any compensation.
ORAS MEDICAL reserves the right to request an official technical service of the trademark, a verification of the source of the problem. In the event of a defect caused by misuse, the repair will be chargeable.
To make use of the warranty, it is necessary to notify our after-sales department. For any goods that have not been previously authorised for exchange, return or repair will not be accepted in our warehouses.
The warranty is only valid to the holder (contractual party) who appears on the invoice and only the holder can demand it.
The warranty will lose its value:
- In case of misuse due to failure to follow the product instruction manual.
- If any of the information on the purchase receipt or the proof of purchase is modified, altered or replaced.
- If the device itself is tampered with or repaired without the knowledge of our Aftersales Department.
- When there is no invoice.
- In case of power surges or connection to an unsuitable voltage.
For an extended warranty, please consult con ORAS MEDICAL
Due to the high volume of orders at present, our stock numbers are rapidly changing by the day. Therefore, we can’t guarantee immediate delivery of your item(s), until our replenishment stock arrives back at our warehouse. If you are unable to wait, we would be more than happy to refund you within 3 working days, please email us on firstname.lastname@example.org for cancellation request.