Warranties and Terms of Sale

RECEIPT OF PRODUCT

If you receive a package with visible damage (opened, dented, wet, or broken box), it is essential to make a note of it on the delivery slip provided by the courier. Without this, we will not be able to accept the claim.

You must contact us within a maximum of 24 hours via email at soporte@neotecpharma.com and provide the following information:

  • Delivery note number
  • Claimed product
  • Attach photos:
    • Of the box as you received it, clearly showing the shipping label with your details
    • Of the damaged product(s) and the internal packaging and protective materials
    • A photo of the damaged product once removed from the box

Once the claim is received and the documentation is reviewed by the responsible department, the damaged product will be collected by the transport agency, and we will then proceed to send you a replacement.

 

RETURNS DUE TO WITHDRAWAL

  • Period: You have 14 calendar days to cancel the purchase.
  • Start of period: The period begins on the day you receive the product or contract the service.
  • Product return: Once the seller has been notified, you have the same 14-day period to return the product.
  • Costs: You must bear the return shipping costs.

*IMPORTANT

  • For the return, you must use the same box and packaging in which you received the product, packing it in its original shipping condition to ensure it arrives in good condition at our facilities and with all original components.
  • The product to be returned must be in perfect condition, unopened, unmanipulated, with intact original packaging and all accessories, without stickers, handwriting, or adhesive tape on the product or its packaging.

You must contact us via email at soporte@neotecpharma.com

 

CLAIM PROCEDURE FOR DEFECTIVE PRODUCTS OR DAMAGE NOT VISIBLE WHEN THE BOX IS CLOSED

Some damages cannot be seen when the box is closed, but once you open the package, the contents are damaged (hidden damage).

You must contact us via email at soporte@neotecpharma.com

INFORMATION TO PROVIDE:

  • Delivery note number
  • Damaged product and batch number
  • Assessment of the damage
  • Attach photos:
    • Of the product received
    • Any additional photos that help us identify where the damage or defect is

Once the claim is received and the documentation is reviewed by the responsible department, and the claim is accepted, we will proceed to resolve the issue.

IMPORTANT
For the return, you must use the same box and packaging in which you received the product, packing it in its original shipping condition to ensure it arrives in good condition at our facilities and with all original components.
The product to be returned must be in its original packaging with all accessories, without stickers, handwriting, or adhesive tape on the product or its packaging.

EXCEPTION:
Hygiene products (such as toilet seat raisers or WC elevators)
For sanitary reasons: these products cannot be returned if they have been opened or if their original seal has been tampered with.

 

WARRANTIES

To make the warranty valid, you must keep the invoice and contact the seller in case of malfunction.

Warranty Conditions

  • Duration: 3 years for the structure of walking aids and wheelchairs, according to current legislation in Spain.
  • Coverage: Manufacturing defects and workmanship.
  • Exclusions: Does not cover damage caused by misuse, natural wear, accidents, lack of maintenance, or repairs performed by unauthorized third parties.
    Wheels, upholstery, components, or plastic parts that are not part of the structure are not covered under warranty unless a defect is observed upon receipt.
  • Documentation: The invoice or purchase receipt is essential to make a warranty claim.
  • Process:
    • Contact the seller or the manufacturer’s after-sales department.
    • An initial diagnosis will be carried out.
    • If the repair is covered, no labor or spare parts will be charged.
    • If it is not covered, a quote will be provided for approval.

You must contact us via email at: soporte@neotecpharma.com