Shipping and delivery

Delivery terms are set for each order. On this page, “your offer” means the written offer we send you, or for an online order the information shown before you place it.

Where we deliver

We deliver to the countries named in your offer. If you need delivery to another country, ask us before you order.

Whether we can deliver to a country depends on the transport available and on the export and import rules for the products. Some countries require an import permit or a registration before medical devices can be imported. Please tell us about any such requirement in your country.

Delivery time

Your offer states the expected delivery time. Some products are made to your measurements. Their delivery time includes the time needed to make them.

We let you know when the goods are dispatched. If the carrier provides a tracking reference, we send it to you. If we expect a delay, we tell you as soon as we can and give you a new date.

Delivery charges

Delivery charges are calculated for each order and shown in your offer.

If you buy as a consumer, your offer shows the total price including taxes and delivery charges. If some charges cannot be calculated in advance, the offer tells you that they may be payable.

Large and heavy products

Hospital beds, stretchers and similar products are large and heavy. They may travel with a freight carrier rather than a parcel service and may arrive on a pallet or in a crate.

Your offer says how the goods are packed and where the delivery ends, for example at the building entrance or in the room where the product will be used. It also says whether unloading, unpacking, assembly and installation are included.

Please tell us about the delivery site in advance, for example in the notes of your quote request:

• the full delivery address and the name and phone number of the person who will receive the goods
• the receiving hours and whether there is a loading dock or a goods lift
• narrow doors, stairs or other limits on access
• site rules for deliveries, for example a delivery slot that has to be booked at a hospital

International delivery and Incoterms

For a delivery to another country, your offer may name an Incoterms® 2020 rule followed by a place, for example DAP or DDP with the delivery address. The Incoterms® rules are published by the International Chamber of Commerce (ICC).

The rule in your offer says where delivery takes place, when the risk of loss or damage passes to you and how costs such as transport and customs clearance are shared. The offer also says where the goods are shipped from and which shipping documents we provide.

Customs duties and import charges

Goods delivered to another country may be subject to import duties, import VAT or other taxes and customs clearance fees. Your offer says who pays them.

Under the DDP rule, the seller clears the goods for import and pays the import duties and taxes. Under the other Incoterms® rules, this is the buyer’s task.

If you pay the import charges, the carrier or the customs authority may ask for payment before the goods are released to you. Have ready the documents that customs in your country asks for.

Checking the goods on delivery

Please check the delivery while the driver is still there.

1. Count the packages and compare them with the delivery note.
2. Look for damage to the packaging, such as dents, tears, wet patches or broken pallets.
3. If you see damage, describe it on the delivery note or on the driver’s device before you sign, for example “package 2 crushed at one corner”. A general note such as “unchecked” may not be enough.
4. Take photos of the damage and of the shipping labels.
5. Tell us as soon as possible.

If a package is badly damaged, write this on the delivery note and contact us straight away. We tell you what to do next.

Damage found after delivery

Some damage only shows once the goods are unpacked. If you find damage or a missing part after delivery, tell us as soon as possible. Send photos of the product, the packaging and the shipping labels, and keep the packaging until we have replied. Do not use a product that may be damaged, in particular an electrically operated one, until we have replied.

If you buy as a consumer, this request does not limit your statutory rights.

If you buy for a business, the law that applies to your contract may require you to examine the goods soon after delivery and to report any defect without delay. Examples are the UN Convention on Contracts for the International Sale of Goods (CISG) and section 377 of the German Commercial Code (HGB). If you report a defect too late, you may lose your claims.

Who carries the risk in transit

If you buy for a business, the Incoterms® rule in your offer says when the risk of loss or damage passes to you. If the offer names no rule, the risk passes as set out in our terms of sale and the law that applies to the contract.

If you buy as a consumer, the rules for your region in the next section apply.

Consumer rights by region

This section applies if you buy as a consumer, that is mainly for purposes outside your trade, business, craft or profession. Wherever you live, the mandatory consumer law of your country applies where it gives you more protection than this page.

European Union, EEA and United Kingdom

If no delivery time was agreed, we deliver without undue delay and no later than 30 days after the contract is concluded.

If we miss the delivery time, you can give us an additional period that is appropriate in the circumstances. If we do not deliver within that period, you can end the contract. You can end it straight away if we refuse to deliver, or if delivery on time was essential, for example because you told us so before the contract was concluded. We then refund all payments made under the contract without undue delay.

We carry the risk of loss or damage until you, or a person you name other than the carrier, take physical possession of the goods. If you choose a carrier that we did not offer, the risk passes to you when the goods are handed to that carrier.

These rules come from Directive 2011/83/EU and the national laws that implement it, for example section 475 of the German Civil Code (BGB). In the United Kingdom, sections 28 and 29 of the Consumer Rights Act 2015 apply.

Türkiye

We deliver within the time we committed to. For goods, this time cannot be longer than 30 days from the date your order reaches us. This 30-day limit does not apply to goods prepared according to your wishes or personal needs.

If we do not deliver within that time, you can terminate the contract. We then refund all payments, including any delivery costs, with statutory interest, within 14 days of receiving your notice. If delivery becomes impossible, we tell you in writing or on a durable medium within 3 days of learning this and refund your payments within 14 days at the latest. A product being out of stock does not count as delivery being impossible.

We carry the risk of loss or damage until the goods are delivered to you or to a person you name other than the carrier. If you ask us to use a carrier other than ours, we are not responsible for loss or damage after the goods are handed to that carrier.

These rules come from Article 48(3) of Law No. 6502 on Consumer Protection and from Articles 16 and 17 of the Distance Contracts Regulation (Mesafeli Sözleşmeler Yönetmeliği) issued under that law.

Russia

If you pay in advance, the contract states the delivery date. If we miss it, you can choose to ask us to deliver within a new period that you set, or to ask for your advance payment back. You can also claim full compensation for your losses and a penalty of 0.5% of the advance payment for each day of delay. The penalty cannot exceed the advance payment. We meet a claim for a refund or for compensation within 10 days of the day you make it. These rights do not apply if we prove that the delay was caused by force majeure or by your fault. They are set out in Article 23.1 of the Law of the Russian Federation on Protection of Consumer Rights.

Saudi Arabia

Unless we agree a later delivery date with you, you can cancel the contract if delivery is delayed by more than 15 days from the date of the contract or from the agreed delivery date. You can then ask for a refund of what you paid and of other costs caused by the delay. This does not apply if the delay is caused by force majeure. We tell you about any expected delay. These rules come from Article 14 of the E-Commerce Law (Royal Decree No. M/126).

If a delivery fails

A delivery can fail, for example when nobody is there to receive the goods, the address is incomplete or the vehicle cannot reach the delivery point. The carrier may then try again or take the goods back to its depot. We contact you to arrange a new delivery.

If the delivery failed for a reason that is not our fault, we may ask you to pay the reasonable extra costs, such as storage or another delivery attempt. We tell you the amount before we arrange the new delivery. If you buy as a consumer, we only charge costs that the law allows.

If you no longer want the goods, please tell us before the delivery date rather than refusing them at the door. If you buy as a consumer, this request does not limit your statutory rights.

Returns and cancellation

How to cancel an order or send goods back is explained on our Returns and cancellation page.

Contact

For questions about a delivery, or to report damage, write to us through the contact page and give your offer or order number. Our company details are in the legal notice.

Last updated October 21, 2026