Return – Refund – Exchange Policy
Welcome to NonRussare.it. Thank you for being a valued client and patient of ours.
Your health and wellbeing is our utmost concern. We aim to ensure the satisfaction of our clients and we are committed to assisting you with any return, refund, or exchange requests that you mave have. We want our patients and clients to be as happy as possible, and we put a lot of effort into making sure this happens. We are pleased to assist you with any Return, Refund or Exchange request that you may have.
It is strongly recommended to take photographs and/or videos of the products in their original, sealed packaging once you receive them. We require this as proof of evidence just in case there are any missing or damaged items.
If you would like to return or exchange one of our products, firstly, you should clearly notify us of your intentions, either by email, registered post or by filling out the form below, including your name, email, order number found on the Payment Confirmation that was emailed to you, your contact telephone number and the reason for the return or exchange. This should be done at the earliest opportunity and within the first 14 days after delivery.
Please carefully read and fully understand the following NonRussare Return - Refund - Exchange Policy before purchasing or using our products and/or services.
Purchasing and/or using products and/or services offered by NonRussare (the seller/us/we) means that you (the customer/consumer/patient) have read, understood, signed and accepted the terms of this Agreement, and agreed to become a party to this Agreement. Before signing this Agreement, please undertake and warrant that you have reached the age of 18 and have the full civil capacity to sign this Agreement. Do not register, purchase or use any of these products and/or services if you disagree with this Agreement or any terms hereof.
I. Right Of Withdrawal
When buying goods or services online, you have the right to return them within 14 days of delivery (cooling-off period) without having to provide any justification. For service contracts, this cooling-off period expires 14 days after the day the contract was agreed. If the cooling-off period expires on a non-working day, the deadline is extended until the next working day. This is known as the 'Right of Withdrawal'.
There are some exceptions to the Right of Withdrawal and the following exceptions will apply when purchasing or using products and/or services from NonRussare, unless otherwise agreed beforehand.
• The Right of Withdrawal shall not apply to the provision of sealed goods which are not suitable for return for reasons of hygiene or health protection and have been opened after delivery. (e.g. CPAP Machines, CPAP masks & supplies, Home Sleep Testing devices etc)
• The Right of Withdrawal shall not apply to the provision of digital content, not supplied on a tangible medium, if the performance has begun with the consumer's prior express consent and their acknowledgment. (e.g. Online Video Consultations)
• The Right of Withdrawal shall not apply to off-premises contracts for which the payment to be made by the consumer does not exceed €40.
• The Right of Withdrawal shall not apply to special orders and/or to products ordered and made specifically for customers and/or tailored to their individual requirements.
• The Right of Withdrawal shall cease to apply on the 15th day after delivery has been confirmed to the customers designated shipping address (or to the courier designated pickup address in the case of an undeliverable package), unless a Return Request has been already initiated with NonRussare within 14 days of delivery.
An order is placed by adding the product or service to your shopping cart and by clicking the 'Buy' button. By placing the order, you declare your binding agreement to pay for and acquire the goods or services. You will receive an Payment Confirmation immediately by email.
The Payment Confirmation email is automatically generated and does not constitute the acceptance of the customer's order by NonRussare. The contract of purchase emerges, and is then subsequently fulfilled, by delivering the ordered goods or services to the customer. If the customers order is not accepted by NonRussare for whatever reason, a full refund will be issued to the customer within 14 days.
II. Return Process (if applicable)
Our return policy lasts for 14 days from the date of delivery. If more than 14 days have elapsed since you received your products and/or services, we regret that we cannot offer a refund or exchange unless the goods or services prove to have been faulty.
To be eligible for a return, the item must be unused, unopened and in the same condition as when you first received it. It must also be in its original packaging along with any supplied accessories, documents, data sheets, manuals, software etc.
For hygiene reasons, sealed sterile medical products that have been unsealed and/or have come into direct or indirect bodily contact, such as skin or exhalation, cannot be returned or exchanged.
All returns are the responsibility of the customer until they have been received back to NonRussare facilities and confirmed to be in their original, unopened and undamaged condition.
You will be required to arrange and pay for the cost of returning the product to one of our facilities located in either Germany or the United Kingdom. We will inform you of the exact return location once your request has been processed and accepted by us.
When posting items, you are strongly recommended to obtain proof of posting and to obtain adequate postal insurance to cover the cost of the goods, as we cannot accept responsibility or issue refunds/exchanges for returned goods that have been lost or damaged in transit.
All shipping costs incurred by us (even for orders with ‘free shipping’) are not refundable in any event.
Export costs (in the case of goods and/or services sold outisde of the EU) as well as any import costs that might be incurred in relation to an order’s return, are also not refundable.
In the case of undeliverable orders to the customers designated shipping address or a refusal to accept the delivery or to pick-up the delivery from the couriers alternative delivery address, the customer shall bear all costs related to the order’s shipment and subsequent return to our facilities – including (but not limited to) outbound shipping, return shipping, handling and any export and/or import charges that might have been incurred in the process.
In the event of a dispute, the date of delivery to and/or acceptance by the customer (or NonRussare in the case of a return shipment to our facilities) is established by a proof of delivery receipt from the courier company who made the delivery.
III. Refund Process (if applicable)
Upon receiving and inspecting your returned goods, we will send you an email to confirm the receipt of your item. We will also notify you by email regarding the approval or rejection of your refund request.
If your refund is approved, it will be processed, and the refund will be automatically applied to your original payment method within 14 days of our receipt of the returned goods.
III. Exchange Process (if applicable)
We can only replace items if they are defective or damaged. Depending on the circumstances and at our discretion, we will either promptly replace the faulty item with a new part or send it back to you at our expense. If you need to exchange it for the same item, please contact us by completing the form below.
IV. Order Cancellation
If you have mistakenly placed an order or wish to cancel it, please notify us within 2 hours of placing the order. After this point, the order will be processed and if applicable, sent to the courier agent for shipment and we will be unable to refund you for any shipping costs that may be incurred.
Rev: 1
Last updated: 16th April 2024
This policy has been translated, with the best of intentions, into various different languages to allow our clients and patients to have a better understanding of the policy.
As differences in meaning and/or interpretation can occur during any translation, the only legally binding version of this policy is the English language version. It can be viewed here if required.