Returns at Ortoactiva
Once you have received the order placed in our store, whether physical or online, you have 15 calendar days to return it (except for non-returnable items, which are listed in the following section), without the need to justify the decision and without penalty regarding the product. However, both the delivery shipping costs and the subsequent return shipping costs will be borne by the customer. Outside of this 15-day period, we do not accept returns. Simply send us an e-mail at pedidosweb@activasuministromedico.com. We will provide you with the delivery address, which must be clearly written on the packaging. We will then send our transport agency to collect the product on the agreed date and time. Once we have received the product and verified that it is in perfect condition, we will proceed to refund the amount via the same payment method used for the purchase.
If you prefer, you can also manage your return on our website, provided the product was purchased through this channel. Just log in to "Your account", then go to "Order history and details" and click on the product. Fill in the box with the reason for your return and accept. The product will automatically appear in the "My returns" section, where you can view the updated tracking status of your return. You will also be informed of the return status via e-mail.
Items Excluded from the Return Policy:
For hygienic reasons, returns are not accepted for bathroom and hygiene items, post-surgery garments, pillows, patient lift slings, pajamas, restraint belts, hoists, examination couches, wheelchairs, mobility scooters, positioning aids, eating aids, cushions, mattresses, and other anti-decubitus products, once they have been removed from their packaging.
- If the product, once delivered, suffers deterioration caused by external events, accidents, or failure to follow the instructions for use.
- If the product is damaged due to incorrect installation or configuration of accessories by the customer.
- If a breakdown occurs caused by a component not supplied by Ortoactiva.
- If it is a custom-made product, a condition we will explain at the time of purchase.
- In the event that the manufacturer's general conditions indicate so.
- If the product is not in perfect condition and with all its original contents.
- If the product packaging is not original and in perfect condition.
- If the packaging has not been protected in a way that ensures we receive it in perfect condition.
Package Shipping:
As a general rule, orders are shipped within the next 72 business hours (if the product is in stock) upon receipt of payment, via Express Agency.
Shipping costs include handling and packaging fees, as well as postage. Transport costs may vary according to the total weight of the package and the recipient's Postal Code. The shopping cart itself, prior to payment, calculates the shipping costs that will be included in the invoice. We cannot combine two different orders, and shipping costs will be applied to each one individually. We are not responsible for any damage your package may suffer after dispatch, but we do our utmost to protect all fragile items.
Shipping will be free of charge over an amount to be determined, which will clearly appear when processing your cart, with the exception of certain products (furniture, bulky items, etc.) and for specific customer groups with special conditions.
Special pricing is available for distributor clients; therefore, the distributor client themselves will manage the collection from our warehouses using the agency of their choice. An email will be sent indicating that the merchandise is ready, notifying the number of packages, dimensions, and weights. Should the distributor client request it, we will dispatch using our own agency, but the shipping costs will be invoiced in all cases.
Delivery of furniture, heavy, or bulky products will be made at street level.
Deliveries to the Canary Islands
You must register on our website and include a shipping address in the islands so that the relevant conditions are automatically applied, such as VAT exemption when processing the order.
The conditions are as follows:
- Free shipping for orders over 100€; otherwise, a 70€ shipping fee applies.
- A DUA (Single Administrative Document) fee is applied on our website, which is the 35€ fixed amount charged by the Agency for customs processing.
- Finally, the applicable INCOTERMS rule is INCOTERMS 2020 DPU. The agency will contact you so that, once the IGIC (Canary Islands General Indirect Tax) has been settled on your behalf at customs and prior to delivery, you may reimburse the agency for the settled tax (a receipt will be provided). Payment can be made via advance bank transfer to the agency, or in cash upon delivery. This settlement is independent of our company and does not correspond to any additional expense attributable to our company for the placed order.
Deliveries outside the European Union
Orders placed from outside the European Union (Asia, Americas, Africa, Oceania, UK, and European countries not included in the Schengen Area) will be processed under INCOTERMS 2020 EX WORKS. The customer must collect the goods at our facilities and will be responsible for transport costs, insurance, and all customs procedures in both the country of origin (Spain) and the destination country (customer's country).
Exceptions:
ATTENTION: upon arrival of the package, immediately verify that the packaging has not sustained any damage. If there is damage, mark "pending inspection" on the carrier's delivery note and, if possible, take detailed photographs.
If, subsequent to receipt, you observe that the product is damaged or dented due to the transport agency, you must contact us within 24 hours following delivery so that we may file a claim with the Transport Agency.
If the return or exchange of the product is due to an error by Activa Suministro Médico, we will proceed to refund the product amount or supply the correct merchandise at no additional cost.
Should you have any doubts or questions regarding this or any other matter, please contact us and we will be delighted to assist you.