Returns, Right of Withdrawal & Refunds

1. Who this applies to

Consumers (natural persons buying outside their trade or profession) benefit from the statutory right of withdrawal described below. Business customers do not have a statutory right of withdrawal; returns are handled by agreement as set out in the business section.

2. Consumer 14-day right of withdrawal

If you are a consumer buying online, you have the right to withdraw from the contract within 14 days without giving a reason under consumer protection laws that apply to distance and online sales, including the EU Consumer Rights Directive (2011/83/EU) in the EU and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 in the UK. Additional or different rights may apply under the law of your country or US state.

• The 14-day period runs from the day you (or a third party you nominate, other than the carrier) acquire physical possession of the goods; for multiple items in one order delivered separately, from receipt of the last item.
• To withdraw, inform us of your decision by a clear statement before the period expires — you may use the model withdrawal form (Annex I(B) of the Directive) but are not required to.
• We will refund all payments received, including standard delivery costs, without undue delay and within 14 days of being informed of your withdrawal.
• We may withhold the refund until we receive the goods back or you supply proof of return, whichever is earlier.

Model withdrawal form: you may use the model withdrawal form set out in Annex I(B) of the Consumer Rights Directive, available on request from info@equateinstruments.com. You are not required to use it.

3. Exceptions to the right of withdrawal

The right of withdrawal does not apply to certain goods, applied narrowly and in accordance with case law (including CJEU C-681/17):

• Goods made to the consumer's specifications or clearly personalised, including custom and OEM instruments (Art. 16(c)).
• Sealed goods which are not suitable for return for health-protection or hygiene reasons and which have been unsealed after delivery (Art. 16(e)). This applies only where a hygiene seal has actually been broken.

4. Diminished value

You may handle the goods only as you would in a shop to establish their nature, characteristics and functioning. You are liable for any diminished value resulting from handling beyond this (Art. 14(2) of the Directive), and we may deduct a corresponding amount from your refund.

5. Business returns

Business customers have no statutory right of withdrawal. We do not accept returns for change of mind. Returns are accepted only for goods that are defective, damaged in transit, or incorrectly supplied, subject to the following conditions:

• The defect, damage or supply error must be reported promptly and within the notice periods set out in our Terms of Sale & Delivery, and the return authorised via an RMA.
• Where relevant, goods must remain in their original packaging and sterile barrier until inspected.
• Custom, OEM and made-to-order items are non-returnable except where defective.
• For valid defect, damage or supply-error claims, we bear the cost of return shipping; unjustified returns may be refused.

6. RMA process & decontamination

All returns require a Return Merchandise Authorisation (RMA). Request one at info@equateinstruments.com, quoting your order number.

For hygiene and safety, any instrument that has been unpacked and could have been used must be cleaned, disinfected and, where applicable, sterilised before return, and must be accompanied by a completed decontamination/hygiene declaration. We may refuse or safely dispose of, at the sender's cost, any returned item received without a valid declaration.

7. Refund method & timing

Refunds are made using the same means of payment you used, unless otherwise agreed, and without any fee for the refund itself. Consumer refunds are issued within the statutory 14-day period; business credits are issued after inspection of the returned goods.

8. Contact

For help with a return or refund, contact us: