Return/exchange of goods

General Provisions

— This section is intended for B2B clients (clinics, medical centers, licensed professionals).
— The right of withdrawal (“cooling-off” without cause) generally does not apply to B2B. Returns/exchanges are possible by prior agreement with PriorMedical and within applicable law.
— Do not send any goods back without obtaining an RMA number and the warehouse address from your manager.

Items Not Eligible for Return/Exchange

— Sterile products or medical devices with broken/compromised packaging/seals.
— Items requiring temperature control / “cold chain.”
— Products and consumables with expired/short shelf life at the time of request.
— Custom-ordered / reserved batches, markdowns/promotions (unless agreed in writing).
— Any items showing signs of use, or without original manufacturer and transport packaging.

Acceptable Reasons for Return/Exchange

— Picking/shipping error on our side.
— Manufacturing defect/damage confirmed by the manufacturer/carrier’s report.
— Non-conformity with the specification agreed in the invoice/order.

Notification Deadlines

— Visible damage on delivery: record with the courier, draw up a report, and notify us within 24–48 hours of receipt.
— Hidden defects/non-conformities: notify within 7 calendar days of receipt.
— Requests after these periods may be considered but are not guaranteed.

Return Procedure (RMA)

1. Prepare details: order/invoice number, SKUs and quantities, reason description, photos/videos, carrier’s report copy (in case of damage).

2. Write to info@priormedical.eu or use the Contact form with the subject “RMA.”

3. Receive the manager’s decision, your RMA number, and the return address/instructions.

4. Pack the goods carefully: original manufacturer packaging + outer transport box, fillers, cold packs (if applicable).

5. Ship with the specified carrier and provide the tracking number.

Packaging and Item Condition

— Items must be returned in their original condition, complete, with intact seals and LOT/EXP labeling.
— We may refuse receipt or apply a markdown if packaging/completeness is compromised or the cold chain was not maintained.

Shipping Costs and Fees

— If the return is our fault (picking error, confirmed defect), we will arrange or reimburse return shipping.
— For client-initiated returns (if approved), return shipping is paid by the client; a reasonable handling fee may apply (we will inform you of the amount before shipment).

Inspection and Resolution

— Inspection/testing typically takes 3–5 business days from warehouse receipt.
— Outcomes may include: repair/replacement, completion of missing items, exchange for an alternative/equivalent, or refund.

Refunds

— Refunds are issued via the original payment method (or bank transfer per invoice).
— Posting time depends on the bank/provider and is usually 5–10 business days after approval.
— Non-refundable: shipping services, cargo insurance, and related fees (except where the fault is ours).

Damage in Transit

— Upon receipt, inspect cartons; if damaged, take photos/videos, ask the courier to record the fact, note it on the waybill, and inform us immediately.
— Without a carrier’s report, claim review may be complicated.

Manufacturer Warranties

— Some items are covered by manufacturer warranties. In certain cases, exchange/repair is carried out per their procedure (we will assist with arrangements).

Contacts

For return/exchange inquiries and to obtain an RMA: info@priormedical.eu
Please include the order number, product name, LOT/EXP, and a brief description of the situation