Not quite
right?
Send it back.
We take back goods that are unused and unprocessed — postage paid, with a copy of the invoice and the return form. Here is what goes in the parcel, and where it goes.
How a return works
Four steps to send it back
Without a copy of the invoice we cannot match a parcel to an order — and without that match we cannot credit it.
Set aside only unused, unprocessed goods.
Enclose a copy of the invoice and the return form.
Return form as PDFPack it safely — instruments are delicate.
Ship it postage paid to our returns address.
Go to the returns addressThree things never come back
Sterile goods that have once left their packaging cannot be placed on the market again. Medical device law therefore excludes these items from exchange — worth checking before you order, not after.
- Sterile products
- Bone screws
- Implants
Return, or repair?
– Rücksendungen –
For goods that were never in use: ordered by mistake, delivered twice, not the right fit after all. Unused, unprocessed, with a copy of the invoice and the return form.
That is this page.
– Reparaturservice –
For instruments that have done their shifts: blunt, stiff, bent. Cleaned, sterile-packed and with a completed decontamination certificate — reprocessing before shipping is the sender's duty.
Go to the repair serviceSend everything here
– Rücksendungen –
Bischof-Sproll-Str. 2
78532 Tuttlingen
Germany
What belongs in the parcel
- The unused, unprocessed goods.
- A copy of the invoice.
- The completed return form.
Frequently asked questions
What has to be enclosed with a return?
A copy of the invoice and the completed return form. The invoice copy is not red tape: it is the only way to match a parcel that carries no order reference to the right order — and without that match we cannot issue a credit note. The form is available above as a PDF and in the download section.
Which items can I send back — and which not?
We take back goods that are unused and unprocessed: ordered by mistake, delivered twice, or not the right fit after all. Medical device law excludes sterile products as well as bone screws and implants — sterile goods that have once left their packaging must not go back into circulation. And once an instrument has been through the steriliser it is no longer a return; at most it is a repair.
How long do I have to send something back?
We deliberately do not quote a fixed deadline here, because it depends on whether you ordered as a business or as a consumer. What applies are our terms and conditions and the cancellation policy. If your delivery was a while ago, give us a quick call before the parcel goes out — then you know where you stand beforehand.
Who pays for the return shipping?
Please send the parcel postage paid; we cannot accept unpaid shipments. A wrong delivery or a complaint is a different matter: get in touch with us first in that case and we will sort out the return shipping with you directly, rather than leaving you out of pocket.
How should I pack the items?
So that they survive the journey undamaged — ideally in their original packaging and well padded. Instruments with fine tips or sharp edges take more damage in a loosely packed box than they ever do in the surgery, and damaged goods can no longer be credited.
Is the returns address the same as the repair service address?
Street, postcode and town are identical — the second line is what decides. Returns go to – Rücksendungen –, instruments for reprocessing go to – Reparaturservice –. With the wrong line on the parcel it lands in the wrong department and the whole process takes longer than it needs to.
My instrument is blunt or damaged — is that a return?
No, that is a case for the repair service, where instruments are sharpened, realigned and tested. It needs the completed decontamination certificate and the repair service's own shipping address.