Refund and cancellation policy

External – Aesthetic Defects

The customer is obliged upon receipt to unpack and check the products to confirm the absence of external, aesthetic defects, and in the event that there are any, he is entitled to reject the receipt and return it to the distributor, otherwise to report the existence of aesthetic defects within a period of fourteen (14) calendar days from receipt, while in the event of the expiry of this period he loses any relevant right. Traumacare is obliged to replace this item with a new one in a short time. In the event of unconditional receipt of the item, it is considered that it was delivered in excellent external condition without aesthetic defects.

Product returns charged to traumacare

The return of products is charged to traumacare:

• In all cases in which other than the items sold are delivered, by type or quantity. In the event that upon delivery the item has a damaged packaging, completely or in most of its parts.
• In the event that it is determined that the item has a manufacturing defect (provided this is confirmed by the authorized repairer who provides the warranty of good functioning) or a lack of quality, which quality has been previously agreed in writing with Traumacare.
• In the case of damaged packaging, the customer must not accept receipt of the product from the outset and request its replacement, after consultation with traumacare.
• In cases of return at the company's expense, the products must be returned in the condition they were received by the customer and within the agreed time. Any delay on the part of the customer is only justified for reasons of force majeure, otherwise the right to replacement based on this term is forfeited.
• In all cases, the return of the product for replacement must be made together with all the documents that accompanied the product (DAT, Retail Invoice, etc.) and its complete packaging (unless it is a defect that was discovered later after delivery and the packaging is not present or also except in the case of a product whose packaging was received by the distributors upon delivery of the item). The return of the products at the expense of Traumacare will be carried out by the company's personnel and means of transport, via courier or transport company, depending on how the initial shipment was made by Traumacare.
• In the event of a return of the products, depending on the case, a repair, replacement or cancellation of the transaction will be carried out if the customer legally rejects the two previous ones, in which case, provided that the products have been previously received and checked by traumacare, in the event of cancellation, the refund to the customer will be made in the same way as their payment was made with the care of traumacare. In particular, in the event of a charge via credit card, traumacare will be obliged to inform the issuing Bank of the cancellation of the transaction and the bank will then proceed with any action provided for based on the contract it has drawn up with the customer without traumacare's relevant liability from then on. Traumacare, following this information, bears no responsibility for the time and manner of executing the reversal, which is regulated by the aforementioned contract.
• In the case of cash payment, if the customer had chosen the option "pick up from the store", the money will be refunded to him from the store where he picked up the product. The refund will be made no later than fourteen (14) working days of both the product and the price.
• In the event that the products are returned damaged or incomplete, the online store has the right to request compensation from the customer, the amount of which will be determined by the condition of the products and to proceed unilaterally and without any other party to a total or partial offset of this claim against the customer.

Returns of products that are considered defective upon delivery at traumacare's expense

• In the event that any product(s) is/are found to be defective upon delivery to the customer, the return of such product(s) will also be at the expense of Traumacare.In this case, the return of the defective product(s) can be made either by the customer himself to the store maintained by the company under the trademark "traumacare", or by sending it to him/her, traumacare being charged with the costs of receiving it, by means of its absolute choice and after consultation between the customer himself and the company's online store staff.
• The return of products that are considered defective upon delivery will be accepted within fourteen (14) calendar days from their delivery to the customer. At the same time, the product must not be damaged and must have all the original documents that accompanied the product (D.A.T., Retail Invoice, etc.) and its packaging complete.
• In case of return of the products and provided that they have been previously received and checked by traumacare, the item will be replaced with a similar new one, otherwise in case the customer does not wish for a replacement, the money will be refunded to the customer, in the manner in which he paid the value. In particular, in case of debiting via credit card, traumacare will be obliged to inform the issuing bank about the cancellation of the transaction and the bank will then proceed with any action provided for based on the contract it has drawn up with the customer.
• The company, following this information, bears no responsibility for the time and manner of executing the reversal, which is regulated by the aforementioned contract. In the case of payment by cash, if the customer had chosen the "pick-up from the store" option, his money will be refunded to him from the store where he received the product.
• The return will be made no later than fourteen (14) working days of both the product and the price.
• If the customer has purchased a product that has been deemed defective upon delivery and has the right to return it at the expense of Traumacare, as specifically defined above, then he may also return the complementary products of this type.

Right of withdrawal

• From the initial submission of the customer's order until a period of 14 calendar days from the date of delivery (when it comes to products) and especially when there are several in the same order from the delivery of the latter, while when there is an obligation to deliver products at regular intervals from the delivery of the first, the customer is entitled to withdraw from the sale.
• This withdrawal is unwarranted and without any charge and if the item has already been delivered, the customer must return the product exactly in the condition in which it was received, with all its accessories, accompanying documents and its packaging in excellent condition. The return of the item is accepted only if the buyer has first paid any amount charged by the company for sending the item to him and the shipping costs for returning the item.
• The withdrawal declaration is exercised in writing or electronically and traumacare is obliged to send confirmation of receipt of the withdrawal declaration as soon as it is received.
• Following the declaration of withdrawal, Traumacare is obliged to refund the price it received.
• The refund to the customer will be made in the case of a credit card charge as follows: In the event that the price has been paid to Traumacare by the Bank by the time of withdrawal and return of the item, Traumacare will be obliged to inform the Bank of the cancellation of the transaction and the bank will proceed with any action provided for based on the contract it has drawn up with the customer. The company, following this information, bears no responsibility for the time and manner of executing the reversal, which is regulated by the aforementioned contract.
• In the case of cash payment, if the customer had chosen the "pick up from store" option, his money will be refunded to him from the store where he picked up the product.
• The return will be made no later than fourteen (14) working days of both the product and the price.
• Delivery costs are not refunded only if the customer had chosen a delivery method other than the cheapest standard delivery method offered by traumacare.The customer is also obliged (unless the supplier has offered to collect the goods himself) to return the products within 14 calendar days from the day on which he notified the withdrawal.
• The customer is liable to compensate the company if he made use other than that necessary to establish the nature, characteristics and functioning of the goods in the period up to the declaration of withdrawal. Traumacare is entitled to agree with the customer on its compensation even by mutual offsetting. In case the withdrawal concerns the provision of services, the customer must pay an amount proportional to the services provided up to the declaration of withdrawal. If the consumer exercises the right of withdrawal, any related contracts expire automatically, without any cost to the customer.

Safe products – Warranty terms

The products available from traumacare are durable products that carry all the necessary certification of safe operation. The products are accompanied by written instructions for use (except for simple-to-use products) and a written guarantee of good operation for a reasonable period, in Greek or English. The guarantee form always includes the name and address of the guarantor, the product to which the guarantee refers, its exact content, its duration, its local scope of validity, as well as the rights provided by applicable law. The device guarantee has a duration according to the manufacturer from the date of purchase and allows the free repair of the problem, as long as the following conditions are met:

• The dealership's warranty and proof of purchase of the device must be present.
• The device's fixed data (Serial No, etc.) must not have been altered.
• Do not exclude damage based on the manufacturer's warranty form.

Returns / Exchanges

In case of returning products for exchange, if they do not fall into any of the above categories, customers can send them at the expense of traumacare. This service is offered to customers NOT FREE but in order to avoid being overcharged by Courier companies. In this case, in addition to the normal shipping costs, the cost of transporting the returned product will be charged upon re-shipment.

Cancel order

In case you wish to cancel your order, please contact us at [email protected] or at 2311 286262 to inform us. Your order can only be cancelled if the shipping process has not been completed.

The refund is made using the procedure mentioned in the withdrawal section.

If in any case, due to force majeure (e.g. strikes, extreme weather events) it is not possible to deliver your order within the time period to which we have committed, we will contact you for further clarification regarding delivery.