Refund policy
Refund Policy
Last updated: July 2026
1. Introduction
This Refund Policy applies to all purchases made through Aureon Medical and explains the conditions under which physical products, digital products and custom services may be returned, refunded or exchanged.
By placing an order with Aureon Medical, customers acknowledge that they have read and accepted this Refund Policy together with our Terms of Service.
2. Contact Information
For all questions regarding returns, refunds or cancellations, customers may contact Aureon Medical using the details below.
Aureon Medical GmbH i.G.
Registered Office
Feldmark 12B
46419 Isselburg
Germany
Please note that the above address is the company's registered office and is not a public showroom, retail location or visitor address. Visits are available by appointment only.
3. General Return Policy
Eligible physical products may be returned within 30 days after delivery unless mandatory consumer legislation in the customer's country provides a longer statutory return period.
The return period begins on the day the customer, or a third party designated by the customer, receives the goods.
To qualify for a return, products must be returned in substantially the same condition in which they were delivered. Products should remain unused where applicable, complete, undamaged and accompanied by all supplied accessories, manuals, labels, protective packaging and proof of purchase.
Products may not be returned without prior written authorization from Aureon Medical. Unauthorized returns may be refused or returned to the sender.
4. Requesting a Return
Customers wishing to return a product should first contact Aureon Medical by email at info@aureonmedical.com.
To allow efficient processing of the request, customers should include the order number, customer or company name, product identification, serial number where applicable, the reason for the return, proof of purchase and clear photographs of both the product and its packaging.
Once the request has been reviewed, Aureon Medical will provide detailed return instructions where applicable. Customers remain responsible for packaging returned goods securely to prevent damage during transportation.
5. Return Shipping Costs
Unless a product was delivered incorrectly, arrived damaged or is confirmed to be defective, customers are responsible for all return shipping expenses.
Original shipping charges are generally non-refundable unless reimbursement is required by applicable law or the return results directly from an error made by Aureon Medical.
For fragile, technical or high-value medical equipment, Aureon Medical may require insured shipping, tracked transportation or specialised transport arrangements before authorising a return.
6. Inspection of Returned Products
Every returned product is carefully inspected after arrival.
Refunds may be refused, reduced or delayed if the returned product has been damaged during return transport because of inadequate packaging, is incomplete, has been used beyond normal inspection, has been modified, installed, opened, repaired or dismantled, has missing accessories or documentation, has altered or removed serial numbers or seals, or does not correspond with the approved return request.
7. Refund Processing
Once a returned product has been inspected and approved, Aureon Medical will process the refund using the original payment method whenever reasonably possible.
Approved refunds are generally processed within ten business days following completion of the inspection. Banks, credit card providers and payment service providers may require additional time before the refunded amount becomes visible to the customer.
Customers who have not received an approved refund within fifteen business days are encouraged to contact Aureon Medical at info@aureonmedical.com.
8. Damaged, Defective or Incorrect Deliveries
Customers should inspect all products immediately after delivery.
If a product arrives damaged, defective or differs from the confirmed order, Aureon Medical should be informed without unnecessary delay. Customers may be requested to provide photographs of the product, packaging, shipping label, visible damage and product identification details to assist in the investigation.
After reviewing the available information, Aureon Medical may offer repair, replacement, partial reimbursement, full reimbursement or another appropriate solution, depending on the specific circumstances and applicable legal requirements.
9. Non-Returnable Products
Certain products cannot be returned unless mandatory legislation requires otherwise.
This generally includes digital products, software licences, downloadable content, access credentials, custom-built software, personalised or specially configured products, products manufactured specifically upon customer request, products sold as "As-Is", "For Parts", "Repair", "Untested" or similar, sterile or hygiene-sensitive products that have been opened, products that have been installed, altered, repaired or dismantled after delivery, and gift cards or vouchers.
10. Digital Products and Software
Digital products supplied by Aureon Medical are delivered electronically and become non-refundable once delivery, download, activation, licence issuance, account creation or access to the service has commenced.
This policy applies to software, ACI solutions, custom dashboards, databases, digital reports, scripts, licence keys and all other electronically delivered products.
Where required under European consumer legislation, customers purchasing digital content may expressly consent to immediate performance before expiration of the statutory withdrawal period. In doing so, customers acknowledge that the statutory right of withdrawal may be lost once performance has begun.
For business customers, digital products and software development become non-refundable once work has commenced or access has been provided, unless otherwise agreed in writing.
11. Custom Software and ACI Projects
Custom software, ACI projects and tailored digital solutions are developed specifically to meet individual customer requirements.
Payments relating to research, consultation, software development, implementation, configuration, data processing, design, integration or other project work become non-refundable once development has commenced.
Should a customer terminate a project before completion, Aureon Medical reserves the right to invoice all work performed, hours invested, third-party expenses and other project-related costs incurred up to the date of cancellation.
12. Business-to-Business Transactions
Aureon Medical primarily supplies professional organisations and business customers.
Unless mandatory legislation provides otherwise, statutory consumer withdrawal rights do not apply to business-to-business transactions. Returns, cancellations and refunds for commercial purchases are accepted only where agreed in writing by Aureon Medical or where required by applicable law.
13. European Consumer Right of Withdrawal
Consumers residing within the European Union may have a statutory right to withdraw from certain online purchases within fourteen days without providing a reason.
Where this right applies, customers must notify Aureon Medical in writing before the withdrawal period expires. Returned products must be shipped without undue delay and no later than fourteen days after the withdrawal notice has been submitted.
Unless mandatory legislation provides otherwise, customers remain responsible for the direct cost of returning the goods.
Customers may be responsible for any reduction in product value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the product.
14. Applicable Consumer Legislation
Consumer protection legislation differs between jurisdictions.
Aureon Medical fully respects all mandatory consumer protection provisions applicable within the customer's country of residence. Where local legislation grants consumers stronger rights than those described in this Refund Policy, the mandatory provisions of that legislation shall prevail.
15. Exchanges
Direct product exchanges cannot always be guaranteed.
Where customers wish to receive a different product, Aureon Medical generally recommends completing the approved return procedure first before placing a new order for the desired product.
16. Refused or Uncollected Deliveries
Where a shipment is refused, remains uncollected or is returned because of incorrect delivery information supplied by the customer, Aureon Medical reserves the right to deduct shipping costs, return freight, handling charges and any demonstrable reduction in product value from any applicable refund, where permitted by law.
17. Contact
If you have any questions regarding returns, refunds or cancellations, please contact Aureon Medical.
Aureon Medical GmbH i.G.
Registered Office
Feldmark 12B
46419 Isselburg
Germany
Please note that the above address is the company's registered office and is not a public showroom, retail location or visitor address. Visits are available by appointment only.
