Returns Policy

Implagen supplies custom-manufactured medical devices to legal entities. Consumer withdrawal rights do not apply. Returns are handled under the terms below.

1. When can I return?

We accept returns strictly in the following cases:

• Wrong item shipped — we sent a SKU different from your order.
• Damage in transit — reported within 48 hours of delivery, with photographs.
• Manufacturing defect — see the Warranty policy.

2. What we cannot take back

• Products that have been used, sterilised, contaminated, or removed from their sealed packaging.
• Products damaged after handover to the courier due to buyer or third-party handling.
• Products ordered correctly but no longer needed after the delivery date.
• Custom-manufactured items produced against buyer's individual specification.

This is a B2B relationship — the 14-day consumer withdrawal right in GEO 34/2014 does not apply.

3. Timing

• Damage / wrong item: notify us within 48 hours of delivery.
• Manufacturing defect: report during the 5-year warranty period.

4. Procedure

1. Email contact@implagen.com with subject "Return — invoice #".
2. Attach: invoice number, SKU, photographs of the item and outer packaging, short description.
3. We issue an RMA number within 3 working days.
4. Ship the item in its original packaging with the RMA number visible.
5. On inspection we replace, credit or refund the invoiced value.

5. Costs

• Return shipping for confirmed defective / wrong-item cases is paid by Implagen.
• Cosmetic returns (accepted at Implagen's discretion) are shipped at the buyer's cost and may attract a restocking fee of up to 15%.

6. Refund method

Refunds are issued to the original payment method or as a credit note against a future order, within 15 working days of accepting the return.