Shipping policy
Shipping Policy
Last updated: July 2026
1. Introduction
Aureon Medical is committed to providing secure, reliable and professional shipping services for medical equipment, spare parts, accessories and related products worldwide.
This Shipping Policy explains how orders are processed, packaged, shipped and delivered, and outlines the responsibilities of both Aureon Medical and its customers throughout the shipping process.
2. Order Processing
Orders are processed during our normal business hours, Monday through Friday between 09:00 and 17:00 Central European Time (CET).
Most in-stock products are dispatched within one to three business days after payment has been received. Products manufactured to order, custom software, ACI projects, special-order items, high-value equipment or large medical systems may require additional preparation time. Where extended processing times apply, customers will be informed as soon as reasonably possible.
3. Shipping Methods
Aureon Medical cooperates with carefully selected national and international logistics partners to ensure safe and efficient delivery.
Depending on the destination, shipment value, dimensions and nature of the goods, orders may be shipped using reputable courier services, freight forwarders or specialised medical logistics providers. Aureon Medical reserves the right to determine the most suitable shipping method for every order.
4. Estimated Delivery Times
Delivery times depend on the destination, customs procedures and the selected shipping service.
Under normal circumstances, deliveries within Germany are completed within one to three business days, deliveries within the European Union generally require two to seven business days, shipments to the United Kingdom typically require three to eight business days, and most international shipments arrive within three to fifteen business days.
Large medical systems, pallet shipments and specialised transport are scheduled individually. All delivery times are estimates and should not be interpreted as guaranteed delivery dates.
5. Shipping Costs
Shipping charges are calculated during checkout whenever possible.
For oversized products, pallet shipments, insured transport, specialised freight or international deliveries requiring custom logistics, Aureon Medical may provide an individual shipping quotation before dispatch.
Unless agreed otherwise in writing, customers remain responsible for any applicable customs duties, import taxes, local VAT, brokerage fees and customs clearance charges imposed by their country.
6. Shipment Tracking
Where available, customers will receive shipment confirmation together with tracking information after the order has been dispatched.
Certain freight shipments, specialised transport services or international forwarding partners may not provide real-time online tracking throughout the entire delivery process.
7. Packaging Standards
Medical equipment requires careful handling during transport. Aureon Medical therefore packages every shipment using materials appropriate for the product being transported.
Depending on the equipment, protective packaging may include reinforced cartons, anti-static materials, protective foam, moisture protection, custom-built crates, pallet packaging or other specialised transport solutions designed to minimise the risk of damage during transit.
8. High-Value Equipment
High-value or particularly sensitive equipment may be shipped using insured transportation, signature-on-delivery services, dedicated couriers or secured freight solutions.
Where necessary, Aureon Medical may determine specific transport arrangements to ensure the highest possible level of protection throughout the shipping process.
9. Inspection Upon Delivery
Customers should inspect every shipment immediately upon delivery.
If damage to the packaging or the delivered products is visible, customers should photograph the shipment before opening it, retain all packaging materials and notify Aureon Medical as soon as possible. Prompt reporting enables us to investigate transport-related issues efficiently and work together with the shipping carrier where necessary.
10. Shipping Damage
If damage occurred during transportation, Aureon Medical will investigate the matter together with the shipping carrier.
Customers may be asked to provide photographs, shipment labels, serial numbers, packaging materials and any other information reasonably required to assess the claim.
Damaged products or packaging should not be discarded until Aureon Medical has confirmed that the investigation has been completed.
11. Delivery Information
Customers are responsible for ensuring that all delivery information provided during checkout is complete and accurate.
If incorrect or incomplete address information results in delayed delivery, returned shipments or additional transportation costs, Aureon Medical reserves the right to recover those costs from the customer where permitted by law.
12. Refused or Uncollected Shipments
If a shipment is refused, remains uncollected or is returned without prior agreement, Aureon Medical may deduct any shipping charges, return freight, handling costs, customs charges or loss in product value from any applicable refund.
13. International Shipments
Customers ordering from outside Germany are responsible for ensuring that purchased products may legally be imported, possessed and used within their country.
Customers are also responsible for complying with all applicable import regulations, customs requirements, medical device legislation, licensing obligations and any other national legal requirements.
Aureon Medical cannot guarantee customs clearance in every jurisdiction.
14. Export Compliance
Certain medical devices, spare parts or technical products may be subject to export control legislation or international sanctions.
Aureon Medical reserves the right to refuse, suspend or cancel shipments where export restrictions, legal obligations or compliance requirements make shipment impossible or unlawful.
15. Digital Products
Software licences, ACI solutions, downloadable content and all other digital products are delivered electronically and are therefore not subject to physical shipping.
Delivery of digital products takes place electronically in accordance with the applicable licence or service agreement.
16. Force Majeure
Aureon Medical shall not be responsible for delays or failure to deliver where such delays result from circumstances beyond its reasonable control.
Examples include, but are not limited to, customs inspections, transport disruptions, severe weather conditions, strikes, pandemics, natural disasters, supplier failures, governmental measures or other events that could not reasonably have been foreseen or prevented.
17. Contact
If you have any questions regarding shipping, delivery or transportation of your order, 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.
