Return and refund policy

• Accessories and consumables in their unopened original packaging, within 14 days of delivery.
• Standard-configured devices (no clinic-specific calibration) within 7 days of delivery, in unused condition, with original packaging, accessories, and paperwork. A restocking fee of up to 15% may apply.
• Defective-on-arrival devices must be reported within 48 hours of delivery, with photos and the original packaging retained until the warranty claim is resolved.

• Devices configured to a specific clinic, voltage, or licensing jurisdiction.
• Implants or instruments that have been used in surgery, even briefly. Once an implant or instrument has been opened from its sterile packaging or used in a case, it is no longer salable as new and cannot return.
• Sterilizable consumables once their sterile packaging has been opened.
• Devices damaged by handling that does not match the manufacturer's installation instructions.

1. Email info@orthoprovet.com with your order number, the SKU, and a short description of the issue.
2. We respond within 1 business day with a return-merchandise authorisation (RMA) number and the address of the manufacturer's return facility for your region.
3. Pack the device exactly as it arrived — original packaging, all accessories, and the calibration / paperwork bundle. Mark the RMA number on the outside of the box.
4. Ship to the address on the RMA. The manufacturer inspects on arrival; we issue the refund within 10 business days of their acceptance, to the original payment method.

Refunds go back to the original payment method — card to the same card, wire transfer to the originating account, PayPal to PayPal. We do not issue cheques and we do not refund to a third party.

We cover return shipping only when the device arrived defective or different from what was quoted. For all other returns the customer pays return freight. Insurance during return shipping is the customer's responsibility — if it gets lost in transit, we cannot refund what we never received.

The version of this policy that applies to your order is the one published on the day we acknowledge your order. Future changes do not apply retroactively to orders already placed.