TERMS OF SALE

INTEGRITY

1. The Terms of Use are an integral part of these Terms of Sale, and all of their clauses are understood to be incorporated into these Terms of Sale.

TERMINATION

1. The contractual relationship shall automatically terminate without the need for notice of termination and without any entitlement to compensation of any kind if the User breaches any provision of the terms and policies of the Web Platform.

TERRITORIAL SCOPE

1. This Web Platform only allows sales within Spanish territory, with the exception of the autonomous communities of the Balearic Islands, the Canary Islands, and the autonomous cities of Ceuta and Melilla. If you reside outside of this territory and are interested in any of our products, please contact us.
2. You may only purchase products through this Web Platform if you are of legal age and have full legal capacity. Otherwise, you must refrain from placing any order. By confirming an order, the User declares and warrants that they are of legal age and have the legal capacity to enter into a contract.
3. For clarification purposes, it is stated that these Terms of Sale, although they refer to the Web Platform, also apply to the physical stores owned by MEDICAL INNOVATION UNION S.L., unless expressly stated otherwise in the contractual documentation of the purchase made in our physical stores. However, they do not apply to purchases made in third-party physical stores or websites that market MEDICAL INNOVATION UNION S.L. products, which shall be governed by their own terms and conditions.

PRODUCTS AND PHOTOGRAPHS

1. The products offered on the Web Platform will be those determined by MEDICAL INNOVATION UNION S.L. at any given time. The products may only be intended for domestic use. In any case, and prior to purchasing any item marketed by MEDICAL INNOVATION UNION S.L., the User must ensure that the product is suitable for its intended use. MEDICAL INNOVATION UNION S.L. does not provide advice in this regard.
2. If requested by the User, MEDICAL INNOVATION UNION S.L. may provide guidance by telephone, video conference, or electronic means regarding the various products offered on the Web Platform, but this shall not be considered health or wellness advice.
3. In all cases, Users will find descriptive sheets of the available products on the Web Platform. MEDICAL INNOVATION UNION S.L. shall not be held responsible under any circumstances for claims arising from uses different from those for which the product is intended.
4. The User acknowledges being informed by MEDICAL INNOVATION UNION S.L. through these conditions, at the time of confirming the order, of the various general and specific warnings related to the purchase of rest-related items in general.
5. Specifically, but not limited to, the most relevant warnings and our main usage recommendations are outlined below:

• A mattress, textile piece, or pillow is a finished product containing foam such as viscoelastic or gel, stitching, and flexible fabrics; therefore, the indicated measurements are always approximate. Acceptable tolerances are: (i) any height variation of +/- 3 cm or 10% of the height, and (ii) any width-length variation of +/- 3 cm, considering that all our products are handmade individually.
• All mattresses must settle and adapt to the user’s body. It is necessary, normal, and beneficial for rest that the padding shows body impressions; this is a normal phenomenon indicating the mattress has passed the adaptation period, although it may vary depending on the individual. This impression or sagging does not alter the comfort or durability and therefore does not affect the mattress’s conformity or indicate a defect.
• For MEDICAL INNOVATION mattresses that are single-sided (usable on one side only), the mattress must be rotated 180º every six months. This simple action helps maintain the condition of the filling materials, preserving comfort and maximizing the mattress’s lifespan.
• To prevent wear and especially damage to the foams, do not excessively bend or sit regularly on the mattress edges, and do not jump or stand on it. Additionally, vacuuming the mattress yearly helps with allergies and keeps the mattress in good condition.
• Any aesthetic issue (threads, pilling, etc.) that appears on the mattress, textile piece, or pillow does not affect its conformity.
• It is advisable not to handle the mattress or pillows outside of their covers unless absolutely necessary; due to their spongy nature, they are prone to tearing.
• All foams change color over time, sometimes resulting in completely different shades; this is a normal phenomenon that does not affect the comfort, material quality, or durability of the mattress and therefore does not affect its conformity.
• Climate conditions, humidity, insufficient room ventilation, the type of base used (sealed and/or lacquered), as well as users with high perspiration, may cause mold growth, which is not covered by the product warranty under any circumstances.

6. Lastly, please note that we use photographs and descriptions to provide an illustrative and approximate image of the products in order to give Users a general overview, but this does not imply complete accuracy. For example, we do not guarantee that the appearance will be exactly the same as shown in the photographs.

ORDERS

1. The purchase will be finalized when MEDICAL INNOVATION confirms the order by sending a confirmation email along with the corresponding payment receipt, indicating the amount paid at the time of placing the order, including a breakdown of applicable taxes such as VAT and other charges (e.g., shipping costs, if any), and informing the User of the shipping method.
2. MEDICAL INNOVATION reserves the right to reject any order(s). In such cases, the User will be informed via email at the address provided within a maximum of 3 business days from the order date. If the User does not place a replacement order, MEDICAL INNOVATION will refund the amount paid via bank transfer, or the difference between the rejected order and the replacement one, if applicable. The original order will be canceled without entitling the User to any compensation or indemnity.

PRODUCT PRICE

1. The price of the products is the one indicated at any given time on the Web Platform and applies exclusively to purchases made through the Web Platform. Prices are stated in Euros and include VAT.
2. MEDICAL INNOVATION reserves the right to modify a product’s price if a material error is detected in its display, even after the User has received an order confirmation. In this case, MEDICAL INNOVATION will notify the User, who may choose to proceed with or cancel the order. If the order is canceled, MEDICAL INNOVATION will refund the amount paid by the User within seven (7) business days using the same payment method originally used.
3. Any additional charges related to the purchase, such as shipping costs or fees for a particular payment method, will be indicated during the purchase process. The User must confirm acceptance before finalizing the order.

PAYMENTS

1. Users declare and guarantee to MEDICAL INNOVATION that they have the necessary authorization to use the selected payment method when placing their order, releasing MEDICAL INNOVATION from any liability for unauthorized or otherwise unlawful use.
2. Payments that are fully or partially denied by the corresponding financial institution will result in the automatic cancellation of the order.
3. Likewise, any incident related to payment will be grounds to withhold delivery and/or assembly. If the product has already been delivered, it may be collected; or if it is en route, transport may be canceled.

Payment by Credit or Debit Card

1. If paying by card, please note that MEDICAL INNOVATION does not have access to confidential card information. Our Web Platform is equipped with security tools that comply with the highest market standards, such as SSL (Secure Socket Layer) encryption.
2. These payments are subject to verification and authorization by the issuing bank.

Payment by Bank Transfer

1. MEDICAL INNOVATION will reserve orders placed via bank transfer for ten (10) business days from the confirmation of the order. If payment is not received within this period, the order will be automatically canceled.
2. The User is responsible for correctly entering all required data to complete the transfer, including any references or notes indicated by MEDICAL INNOVATION during the purchase process. In case of error, the order will be canceled as the payment cannot be verified.

Payment via PayPal

1. PayPal allows Users with a PayPal account to make payments through this platform. This service enables users to pay without having to enter their financial information on the Web Platform. PayPal continuously uses encryption and fraud prevention technologies to protect user data. For more information, visit the PayPal website.
2. Please note that PayPal charges MEDICAL INNOVATION a fee for its service. Therefore, in accordance with Article 60 ter of the General Law for the Defense of Consumers and Users and related laws, MEDICAL INNOVATION reserves the right to apply a surcharge to Users who choose this payment method. This surcharge will never exceed the cost incurred by MEDICAL INNOVATION for using the service.
3. In all cases, we will duly inform Users of any such surcharge before order confirmation so that they may accept it or choose a different payment method if preferred.

Payment via Cofidis

Split your payment into 4 parts

Only with your ID and a valid card*

• Select the 4xcard logo as your payment method
• Enter your details in the Cofidis environment
• Pay in 4 installments: the 1st at the time of order, and the rest at 32, 63, and 90 days
• Financing offered and subject to approval by Cofidis S.A. (Spain Branch), for amounts from €75 to €1,000 in 4 installments.

Find more details about 4xcard [here]

Pay in Installments of Your Choice

Only with your ID and proof of bank account ownership*

• Add items to your cart (for purchases from €75 to €3,000)
• Select Cofidis Pay 6x12x24x as your payment method
• Choose your installment plan and complete the application
• Your payment will be deducted from your bank account in multiple installments
• The easiest way to finance your purchase and reuse Cofidis Pay 6x12x24x for future purchases

Financing is offered and subject to approval by Cofidis S.A. (Spain Branch), for amounts from €75 to €3,000 and terms of 6, 12, or 24 months.

Find more details about 6x12x24x Cofidis Pay [here]

PRODUCT AVAILABILITY

1. The products available on the Web Platform are subject to availability. MEDICAL INNOVATION will make every effort to indicate product availability directly on the Web Platform. However, Users should be aware that there may be temporary discrepancies between actual stock availability and what is displayed on the Web Platform. In such cases, MEDICAL INNOVATION will inform the User so that they can decide whether to proceed with or cancel the transaction.

SHIPPING POLICY

Location and Timeframes

1. Product shipments/deliveries through this Web Platform are only made to addresses within the territorial scope specified in Section 3 of these Terms of Sale.
2. MEDICAL INNOVATION shall not be held liable for damages arising from the shipment or delivery of products when the shipping address provided by the User is incorrect or does not exist. If delivery cannot be made due to reasons attributable to the User, any costs incurred by MEDICAL INNOVATION for returning the products, as well as the costs of subsequent deliveries, will be borne by the User.
3. If you detect an error, please contact Customer Service as soon as possible. Unless otherwise indicated, shipping times stated on the Web Platform are business days (Monday to Friday, excluding public holidays).
4. Delivery times vary depending on the product and quantity ordered, as specified during the purchase process. Generally, unless otherwise stated, a delivery period of 2 to 3 business days is estimated depending on the destination and time of purchase. Orders placed by bank transfer will not be shipped until payment is confirmed.
5. MEDICAL INNOVATION reserves the right to modify delivery times. No shipments will be made to P.O. Boxes.
6. Orders made by bank transfer will be processed and shipped once the corresponding amount has been received. For purchases financed through Cofidis, shipping will take place once the financing has been definitively approved by the financing entity.

MEDICAL INNOVATION will make every effort to meet the estimated delivery times provided during the purchase process. However, shipping is subject to factors beyond MEDICAL INNOVATION’s control.

Cancellation due to delay

1. Users may cancel an order if, after twenty (20) business days from the order confirmation by MEDICAL INNOVATION, the products have not been received due to causes attributable to MEDICAL INNOVATION. This period extends to thirty (30) business days for orders including products requiring special delivery and/or professional installation.

Absence at delivery address

1. Absence at the delivery address will not be considered a valid reason to cancel the order due to the aforementioned delivery period. In such cases, the User must follow the instructions provided by MEDICAL INNOVATION or the shipping company for redelivery.
2. If a second delivery attempt is required due to User absence, MEDICAL INNOVATION will charge an additional fee of €49 VAT included.
3. MEDICAL INNOVATION shall not be liable for any product damage caused by a delivery delay attributable to the User.

Delivery limitations

1. Users must inform of any architectural or structural barriers that, considering the product dimensions, may hinder delivery to the indicated address.
2. Some MEDICAL INNOVATION mattresses are delivered vacuum-sealed in specially sized boxes that can enter any standard-access room (hallways and doors). However, delivery is made to street level. Once unpacked, removal may be impossible or require special means, which will be at the User’s expense.
3. MEDICAL INNOVATION does not provide or contract services for delivery via building facades and is not responsible for such deliveries. MEDICAL INNOVATION, through its logistics partners, may facilitate contact between the User and a specialized facade delivery company, where available, but such services must be arranged and paid for directly by the User. MEDICAL INNOVATION shall not be held liable and must be held harmless from any responsibility arising from such delivery.
4. If you are unsure whether your home is difficult to access due to structural or architectural barriers, we recommend contacting Customer Service. Failure to notify of such issues will result in a €49 VAT-included surcharge if delivery is not possible for this reason.
5. Delivery is subject to compliance with current safety, health, and risk prevention regulations.

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.