DNC MEDTEX RETURN & REFUND POLICY

At DNC Medtex, we are committed to delivering the highest quality in medical textiles and patient mobilization systems. Patient safety, hygiene, and customer satisfaction are at the core of our operations.

Our Return and Refund Policy is governed by the statutory regulations of the European Union (EU) Consumer Rights Directive (2011/83/EU) and international quality standards for medical devices.

1. Right of Withdrawal (14-Day Cooling-Off Period) :

In accordance with EU regulations, customers purchasing standard products online or via remote sales channels have the right to withdraw from the purchase contract within 14 calendar days from the date of physical delivery, without giving any reason.

To exercise this right, the product must meet the following criteria:

  • Condition: The product must be completely unused, unwashed, free of any stains or contamination, and in its original, undamaged packaging. It must be in a resalable condition.

  • Documentation: The original commercial invoice, delivery note, and any warranty certificates must accompany the return. For B2B transactions, a formal return invoice is required.

2. Exceptions to the Right of Withdrawal (Non-Returnable Items) :

Under Article 16 of the EU Directive 2011/83/EU, the right of withdrawal does not apply to certain goods due to health protection, hygiene, or personalization. The following DNC Medtex products cannot be returned or exchanged :

  • Custom-Made & Personalized Goods: Patient transfer slings, ceiling rail components, or medical textiles manufactured, sized, or modified according to custom project specifications or individual client requirements.

  • Sealed Hygienic Goods: Slings or textile parts that have been unsealed, opened, or have come into contact with a patient after delivery. Due to infection control, cross-contamination risks, and health protection, these items are strictly non-returnable once the protective seal or packaging is broken.

  • Installed Systems: Ceiling hoist systems, tracks, or stationary mobilization units that have already been mounted, commissioned, or installed on-site.

3. Defective, Damaged, or Non-Conforming Goods :

If a product is delivered damaged, lacks conforming specifications, or exhibits a manufacturing defect, the user’s statutory legal guarantee rights apply under EU law:

  • Inspection upon Delivery: If the outer transport packaging is visibly damaged upon arrival, the customer must request a “Damage Report” (Damage Assessment Protocol) from the logistics courier before accepting the delivery.

  • Manufacturing Defects: If a product is found to have a manufacturing defect, DNC Medtex will bear full responsibility. In accordance with legal guarantees, the product will be repaired, replaced, or a full refund will be issued free of charge.

4. Return Procedure :

  • Notification: To initiate a return, you must explicitly inform us of your decision by sending an email to info@dncmedtex.com or by contacting your dedicated account manager within the 14-day period.

  • Return Authorization: Once your request is evaluated, you will receive a Return Merchandise Authorization (RMA) code and shipping instructions. Returns shipped without prior authorization or an RMA code will not be accepted.

  • Inspection and Refund: Upon arrival at our logistics hub, the returned items will undergo a strict technical and hygienic quality control inspection. Approved returns will be refunded within 14 calendar days from the day we receive the goods, using the same payment method as the initial transaction.

5. Shipping and Logistics Costs :

  • Defective/Incorrect Deliveries: If the return is due to a manufacturing defect or an incorrect shipment by DNC Medtex, all return shipping and transport logistics costs will be covered entirely by DNC Medtex.

  • Standard Returns/Withdrawal: For standard returns within the 14-day cooling-off period (where there is no defect), the cost of return shipping and any applicable customs duties/import taxes shall be borne entirely by the customer.

Corporate Contact & Support:

For any questions regarding our return and compliance procedures, please reach out to our support department.

Email: info@dncmedtex.com

🌐 Website: www.dncmedtex.com