RETURN & REFUND POLICY

1. Scope

This policy applies to:

• Business customers (B2B)
• Private consumers (B2C – EU)

Different conditions apply as outlined below.

SECTION A – BUSINESS CUSTOMERS (B2B)

2. Returns (B2B)

Returns from business customers are not accepted except in the following cases:

• Proven manufacturing defect
• Incorrect product delivered

Business customers must inspect goods immediately upon receipt.

Claims must be submitted in writing within 7 days of delivery.

Failure to notify within this period results in exclusion of claims.

3. Refunds (B2B)

If a defect is confirmed, MEDOME d.o.o. may, at its sole discretion:

• Replace the product, or
• Issue a partial or full refund

Refunds are strictly limited to the value of the purchased goods.

We do not compensate for indirect, consequential, or economic damages.

SECTION B – PRIVATE CONSUMERS (B2C – EU)

4. Right of Withdrawal (14 Days)

EU private consumers have the right to withdraw from the contract within 14 days of receiving the goods.

To exercise this right, the customer must notify us in writing via email at: contact@medome.eu

5. Exclusions from Withdrawal

The right of withdrawal does NOT apply to:

• Custom-made products
• Products manufactured according to customer specifications
• Individually negotiated and configured products
• Bulk or professional-use orders
• Used, installed, modified, or damaged goods

Since most MEDOME products are manufactured based on specific customer requirements, the right of withdrawal may not apply in many cases.

6. Conditions for Accepted Returns (B2C)

If the right of withdrawal applies, returned goods must:

• Be unused
• Be undamaged
• Be in original packaging
• Include all accessories and documentation

Returns that do not meet these conditions will not be accepted.

7. Return Shipping Costs

Unless otherwise required by mandatory EU consumer law:

• The customer bears the cost of return shipping.
• The customer is responsible for safe and secure packaging.

We recommend insured and trackable shipping.

8. Refund Processing (B2C)

Refunds will be processed within 14 days after:

• Receipt of returned goods, and
• Inspection confirming compliance with return conditions.

MEDOME d.o.o. reserves the right to withhold refunds until goods are received and inspected.

Refunds will be made via bank transfer unless otherwise agreed.

9. Damaged or Incorrect Products

If goods arrive damaged or incorrect, customers must notify us within 48 hours of delivery and provide photographic evidence.

Failure to report within this timeframe may result in rejection of the claim.

10. Customs & Import Charges

For international shipments, customs duties, import taxes, and related charges are the responsibility of the customer and are non-refundable.

11. Changes to This Return & Refund Policy

MEDOME d.o.o. reserves the right to modify or update this Return & Refund Policy at any time without prior notice.

The version published on our website at the time of invoice issuance or contract conclusion shall apply.