Returns & Complaints

Returns & Complaints

Professional, legally compliant processing for clinics, practices, and medical professionals – transparent and efficient.

Response Time: 2 working days  ·  Reporting Period: 14 days

Important Note on Medical Products: According to § 312g Abs. 2 Nr. 3 BGB (German Civil Code), returns of medical consumables, injectable preparations, and dermal fillers are generally excluded for hygienic and legal reasons – unless there is a legitimate reason for complaint (incorrect delivery, transport damage, quality defect).

1. Principles of Our Returns Policy

Novamedo exclusively supplies certified medical products to medical professionals, clinics, and practices. Due to the special nature of these products, the following principles apply:

Accepted Reasons for Return

  • Incorrect delivery (wrong product or quantity)
  • Transport damage (proven damaged goods)
  • Product defect / Quality flaw
  • Expired best-before date upon delivery
  • Damaged or missing original packaging
  • Product recall by manufacturer

Excluded Returns

  • Opened or partially used products
  • Products without original packaging
  • Temperature-controlled products after delivery
  • Ordering errors without product defect
  • Products with removed security seals
  • Products after the reporting period (14 days)

2. Reporting Deadlines at a Glance

Reason for Complaint Reporting Period Required Proof
Transport damage (visible) Immediately upon delivery – Carrier protocol required Photos & Delivery note
Transport damage (concealed) Within 3 working days after delivery Photos & Delivery note
Incorrect delivery Within 5 working days after delivery Delivery note & Photos
Quality defect / MHD problem Within 14 days after delivery Photos & Lot number
Product recall (manufacturer) According to recall notification Recall letter

3. Returns Process – Step by Step

  1. Report Complaint
    Send an email to info@novamedo.de with your order number, a description of the defect, photos as proof, as well as the lot number and best-before date (MHD) of the affected product.
  2. Review & RMA Approval
    Our team will review your request within 2 working days. Upon approval, you will receive a return authorization (RMA number) and the return label via email.
  3. Prepare for Return
    Pack the goods securely in their original packaging. Clearly include the delivery note and RMA number. Temperature-controlled products must be returned appropriately cooled.
  4. Ship the Return
    Send the goods to the return address specified in the RMA confirmation. For approved complaints, the return label will be provided free of charge by Novamedo.
  5. Goods Receipt & Credit Note
    After receipt and inspection of the return, you will receive a credit note or replacement delivery within 5 working days – according to your choice.

4. Warranty & Legal Rights (B2B)

Warranty Period: For businesses, a warranty period of 12 months from delivery applies (§ 438 BGB). Defects must be reported immediately upon discovery (§ 377 HGB).

Right of Withdrawal: There is no statutory right of withdrawal for businesses. For consumers, § 312g Abs. 2 Nr. 3 BGB applies (exclusion for hygiene articles after unsealing).

Liability for Transport Damage: Visible transport damage must be recorded immediately upon delivery with the carrier. Without a carrier protocol, no liability can be assumed.

Product Recalls: In case of manufacturer recalls, we proactively inform affected customers via email. Recalled products will be fully refunded or replaced.

5. Required Information for Complaints

  • Order number / Invoice number
  • Product name, lot number, and best-before date (MHD)
  • Photos of the defect and packaging (all sides)
  • Delivery note (copy or photo)
  • Name, practice / clinic, and contact details
  • Brief description of the defect or damage

Submit a Complaint

Our complaints team is here for you – response guaranteed within 2 working days.

Email: info@novamedo.de
Address: Freiburger Straße 9, 79312 Emmendingen
Availability: Mon – Fri, 09:00 – 17:00

Submit complaint via email

Status: March 2026 – Subject to change. This policy applies to all orders via novamedo.de.