RETURN & EXCHANGE POLICY (WITHDRAWAL)

Timeframes

1. In accordance with consumer protection regulations, Users who have purchased a product via the Web Platform may cancel the contract within fourteen (14) calendar days from the date the product (or last item in a combined order) is received. No reason needs to be given and no cost will apply (*see conditions and limitations for hygiene-sensitive items such as mattresses, bedding, and pillows).
2. To exercise the right of withdrawal, Users must notify MEDICAL INNOVATION UNION, S.L., Ctra. Huelva-Gibraleón, Km 1 21002 Huelva, Spain, via email at info@colchonesmedical.com or phone at +34 651 377 310. The User must provide a clear statement of withdrawal and attach product photos, product model, payment method, purchase invoice or confirmation.

Limitations

1. The User acknowledges that some products or services are excluded from the right of withdrawal due to their nature or sector-specific regulations. This includes, but is not limited to, sealed goods not suitable for return due to health or hygiene reasons that have been unsealed after delivery (e.g., mattresses, bedding, pillows), or items made to the consumer’s specifications or clearly personalized.

Return Costs

1. The User must cover return costs: €49 (VAT included) for small items like pillows, and €150 (VAT included) for mattresses or similar large items.
2. MEDICAL INNOVATION will charge €150 for returns in all cases, refundable only if a warranty claim applies, minus the shipping cost for the replacement mattress.
3. If structural barriers hinder collection, the User must directly arrange and pay for a specialized transport company to handle collection (e.g., crane or other special means) and hold MEDICAL INNOVATION harmless from any liabilities.

Collection and Refund

1. The transport company will contact the User with a collection time. The product must be returned in perfect condition with all original packaging and components, as well as proof of purchase. Within seven (7) business days of receiving the returned item, a refund will be issued using the original payment method, provided the item is in good condition.
2. Note: Any extra delivery costs paid initially for special delivery are non-refundable.

Depreciation Due to Unnecessary Handling

1. The User will be liable for any product depreciation resulting from unnecessary handling beyond what is needed to determine the nature, characteristics, and proper functioning of the product.

Transport-Related Claims

1. Any claims related to transport (e.g., product damage or damage to the home) will not be accepted after delivery unless noted on the delivery receipt and confirmed via email (with photos) to pedidos@colchonesmedical.com within 48 hours of delivery.

PRODUCTS PURCHASED WITH FINANCING

1. Any consequences derived from financing agreements between the User and a financial entity are the sole responsibility of the User.
2. MEDICAL INNOVATION will not be liable for product financing arrangements. All such agreements are private contracts between the User and the chosen financing entity. MEDICAL INNOVATION shall not act as lender or credit intermediary.

PRODUCT WARRANTY

Legal Warranty

1. MEDICAL INNOVATION provides Users with the legal warranties applicable to each type of product offered on the Web Platform, as indicated in the respective product descriptions.
2. The legal warranty period for products purchased from January 1, 2022, is three (3) years from the date of delivery.
3. The seller is liable for any lack of conformity that appears within two years from the delivery date. The consumer must inform the seller of the lack of conformity within two months of becoming aware of it.
   If a defect arises within the first 2 years, it is presumed that the defect existed at the time of purchase or delivery. This presumption does not apply if it can be proven that the defect is due to misuse of the product.
   After the first 2 years, the burden of proof falls on the consumer to demonstrate that the defect existed at the time of delivery.

Additional Warranty for MEDICAL INNOVATION Mattresses

1. We also offer a ten (10) year warranty on the core of MEDICAL INNOVATION brand mattresses, starting from the product delivery date.
2. This additional warranty is conditional on the product being used for domestic purposes only. It will not apply if it is proven that the product was used in a commercial or professional setting.

Additional Warranty – 180 Night Trial for MEDICAL INNOVATION Mattresses

1. MEDICAL INNOVATION offers an additional satisfaction guarantee in the form of a 180-night trial for its mattresses. This guarantee includes and extends beyond the legal withdrawal period. The customer may withdraw from the contract within 180 days from the product’s receipt.
2. To benefit from this 180-night satisfaction guarantee, the mattress must be returned with its original packaging and a return cost of €180 will apply.
3. The customer must contact MEDICAL INNOVATION’s Customer Service at info@colchonesmedical.com, clearly stating their intention to exercise this guarantee. Customer Service will then provide the necessary instructions for proceeding with the return.
4. The completed return form must be submitted, along with detailed photos of the original packaging and the mattress. Only mattresses in perfect condition will be accepted for exchange or return.
5. MEDICAL INNOVATION will send precise instructions by email on how to prepare the mattress for pickup. The customer is responsible for ensuring the mattress is handed over to the transport company without incident. The pickup will be at street level.
6. If the mattress is exchanged under this guarantee, even if it is in perfect condition and properly packaged, the customer waives the 14-day legal right of withdrawal.
7. Once the request is accepted, MEDICAL INNOVATION will contact the transport agency within 30 business days to arrange pickup. However, MEDICAL INNOVATION is not responsible for the pickup schedule, which is managed entirely by the transport company.

Product Non-Conformity

1. If any of the products sold present a lack of conformity, Users must notify MEDICAL INNOVATION using the same procedure as for withdrawal, or by contacting Customer Service, so that we can replace the product, offer a discount, or terminate the contract, in accordance with consumer protection legislation.
2. Both the legal and additional warranties only cover manufacturing defects and material issues, excluding any damage caused by misuse or poor maintenance. Specifically, MEDICAL INNOVATION is not liable for:
   • Defects resulting from inappropriate, incorrect, or improper use or handling;
   • Damage from using unsuitable cleaning products;
   • Defects in products not used exclusively for domestic purposes;
   • Products stored under unsuitable conditions (e.g., mold from excess humidity, low temperatures, poor air circulation);
   • Damage from water, moisture, fire, improper transport, or lack of maintenance;
   • Stains caused by the User;
   • Cuts, scratches, normal wear and tear, or damage from impact or accidents;
   • Color changes in foam materials;
   • Aesthetic defects (e.g., loose threads, pilling);
   • Cases where free transport was included, but the customer refused the transport service.
3. Any claim for lack of conformity must be accompanied by the purchase invoice or similar proof (e.g., payment receipt or order confirmation email), and at least two (2) photos clearly showing any alleged defect or damage.
4. A product shall be considered compliant and thus not subject to warranty if:

1. a) It matches the description provided by MEDICAL INNOVATION on the Web Platform;
   b) It is suitable for the usual purposes for which similar products are used;
   c) It is suitable for any special use requested by the User, provided such use was disclosed to and accepted by MEDICAL INNOVATION at the time of purchase.

1. If a technician visit is necessary to verify product conformity and it is determined that the product is compliant or the issue is not covered under warranty, the User will be charged for the visit. An individual quote will be provided for each case. Any repair outside the warranty period or not covered by the warranty will also be quoted and billed separately.

FORCE MAJEURE

1. Any delay or failure by MEDICAL INNOVATION to comply with these Terms of Sale shall not constitute a breach if caused by events beyond MEDICAL INNOVATION’s reasonable control, including but not limited to: force majeure, power outages, natural disasters, government restrictions, adverse weather, strikes, civil unrest, pandemics, resurgence of previous pandemics, or threats of such events.
2. If the force majeure event continues for more than thirty (30) days, either party may terminate the affected transaction.

ONLINE DISPUTE RESOLUTION PLATFORM of the European Union, in accordance with EU Regulation 524/2013 of the European Parliament and of the Council of 21 May 2013.

You can access it directly here: Platform for online dispute resolution