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+(49) 174 4117114

Aufm Katzenplatz 20 Niederweiler, Rheinland-Pfalz

Germany 55491

Office Hour: 09:00am - 05:00pm

support@novamind.gmbh
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Return Policy

There are strict regulatory requirements for medical devices that one must be familiar with:

  • You have the choice of order cancellation for items purchased before you receive the Confirmation Notice from us.
  • Once you receive the order, do give us a written notice anytime within three working days, starting from the day you received the items.
  • You can simply call or email us a cancellation.
  • Make sure your cancellation notice consists of your name and order number same as the ones stated in your original order.
  • Once we receive your cancellation notice, we will then contact you and provide you with the necessary details about the address for which you must return the purchased items. We may also provide you with other relevant instructions.
  • Once we contact you, we request an immediate return of the purchased items, without more delay. You will be responsible for all shipping costs back to the address for return, as provided by us.
  • We must receive the order in its original condition, that is, exactly as you received it.
  • You must also return the items in their original packing along with the original invoice.
  • You are legally obliged to ensure the good condition of the package you will be returning to us.
  • We carry the right to decline your cancellation request, should you fail to comply with all the above specifications.
Damaged, Faulty Or Wrongly Delivered Medical devices/ products

We only offer a refund of the full price to a customer/you, for sending you the medical devices/ products, as well as the cost incurred by you to return us the medical devices/ products, if the order:

  • Has been found damaged on delivery
  • Has been wrongly delivered to you
  • To be able to send you promotional emails regarding information which we consider interesting for you.
  • Is in a faulty condition,

provided that we are reasonably satisfied with the medical devices/ products not being damaged after delivery, or medical devices/ products haven’t been misused or used other than as per the instructions or the problem is not because of normal wear and tear. There is an alternate to this. Instead of the above-mentioned option, we will replace the medical devices/ products with a similar or same product (subject to stock availability) at your option instead of a refund (and subject to returning the Medical devices/ products as instructed in this clause).

When there is a condition, where the product specifications from the manufacturer are changed, and if you request a replacement, we order you a substitute product of a better or the same quality. In case you are unhappy with the replacement, you have the choice of returning it to us.

For claiming a refund or replacement item, you are required to email us a cancellation notice, as soon as you come into the knowledge of a problem, and also no later than ten days after fault development or receipt. The cancellation notice must quote your name along with a brief description of the fault, damage or problem and your order reference number.

Once we receive your cancellation notice, we will contact you and give you all details of where you should return the medical devices/ products along with other relevant information. Then you must immediately return the Medical devices/ products to us.

Incorrectly priced or described products

We try and ensure that our website has all the information accurate, but still, there might be some errors. In this unlikely event, that the description or/and price of a listed item of the website has been advertised with fault/s, we will not be obliged to provide you or sell you those medical devices/ products.

  • In a case, where we find an error before sending the Confirmation Notice, we’ll be at our discretion, either to reject the order as well as notify you of the rejection or inform you of the same as soon as possible and give you an option to cancel the order or reconfirm it a the correct description and/or price. When we give you this option of cancelling the order, or of reconfirming it, but we either can’t contact you or don’t receive your response within 14 days of notification sent (whether or not you receive it),we shall cancel the order.
  • In another case, where we may discover an error after sending the Confirmation Notice, we at our discretion as well as without incurring any kind of liability to you, may cancel the Contract, provided that the error is obvious and unmistakable in our opinion and could have been recognized by you. We will also notify you when we cancel the Contract.
  • If your order gets cancelled or rejected, and you already paid for the medical devices/ products, you’ll receive a complete refund.
Processing refunds

We shall examine any returned medical devices/ products and shall email a notification about your replacement or refund within a reasonable period

We shall generally process the delivery of a replacement item or a refund as soon as possible.

Refunds will be through crediting of the payment card, or the electronic payment account used by you for purchasing the medical devices/ products.

We also carry the right of refusing the issuance of a refund or replacement as well as the right of recovering the cost of returning or of collecting the medical devices/ products, when

  • the medical devices/ products have suffered damage after delivery, or have been wrongly used
  • the problem is because of normal wear and tear
  • the medical devices/ products haven’t been returned with the original packaging
  • You are welcome to connect with us at any stage of your order. We’ll be glad to assist you to the best of our ability.

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