Who pays?
The buyer is responsible for all applicable taxes and duties, which are calculated and fully paid at checkout. No additional customs payments are required on delivery.
Delivery terms:
Orders are shipped on a fully landed cost basis. This means import duties and taxes are included in your checkout total. There are no surprise charges on arrival.
Customs clearance:
Your shipment may still pass through local customs for routine administrative clearance. This is a standard procedure and does not require further payment.
Documentation provided by us:
We provide a commercial invoice and packing list with every shipment. Any permits, licences, or prescriptions required by your local authority remain the responsibility of the buyer.
Customs checks and KYC:
Local customs authorities may request identification, tax numbers such as EORI or VAT, or additional documentation to clear medical equipment. This is a regulatory requirement and outside of our control.
If customs refuse entry:
Customers are responsible for ensuring that medical items are permitted for import into their country. If a shipment is refused due to local regulations or medical device restrictions:
Returned to Sender:
If the parcel is returned to us in good, resalable condition, we will refund the product price only. Original shipping, return freight, customs handling and carrier fees are non-refundable and may be deducted.
Seized or Disposed by Customs:
If customs seize, abandon or destroy the parcel, no refund can be issued.
Returns across borders:
If you return goods internationally after delivery, any import taxes or duties already paid are subject to your local authority refund process. This varies by country and must be handled directly with your customs office. We can provide proof of export or return where available.
Before you order:
Please check your local import regulations, medical device restrictions and any prescription requirements to ensure the product is permitted in your country.