Return and refund policy

Ohh-Med Medical UK Ltd aims to always provide high-quality Goods that are fault free and undamaged at the time of shipping.  On occasion, however, Goods may need to be returned. If you need to return an item, we are here to help. 

1.Definitions and Interpretation

In this policy the following terms shall have the following meanings:

“Goods”
means any products that Ohh-Med Medical UK Ltd advertises and/or makes available for sale through Our Website;

“Premises”
This means Our place(s) of business located at Honingham Thorpe, NORWICH ROAD, Colton, NR9 5BZ, United Kingdom.

“Website”
means the website available at www.vertica-labs.com/uk and any sub-domains of this site (e.g. subdomain. store.vertica-labs.com) unless expressly excluded by their own terms and conditions;

“We/Us/Our”
means Ohh-Med Medical UK Ltd, (a company registered in England) of 106a St. Georges Square, London, England, SW1V 3QY.

2.Terms and Conditions

Given the nature of the Goods, the packaging contains a cardboard tamper-evident seal, to ensure that the Goods have not been used, damaged, or otherwise tampered with. Should you wish to return the Goods you must notify us by visiting contact us page on the Website, or by contacting us via email at service_uk@vertica-labs.com, or by calling us to 020-4525-1389 within 14 calendar days of your receipt of the Goods with details of your requested return.

2.1 The condition of the tamper-evident seal  will dictate the return of the Goods as follows:

2.1.1 Where the box has not been opened and the tamper-evident seal remains intact, the Goods may be returned by notifying us as set out above, within 14 days of the delivery date. Once you have notified Us of your requested return, the Goods must be returned within 14 days of the date of that notification. We will provide you with a refund of the purchase price.

2.1.1.2 Ultrasound Gel is a personal, consumable item and therefore must be exempt from our returns policy. Unwanted gel should be disposed of by the customer only.

2.1.2 Where the box has been opened and the tamper-evident seal has been broken, Goods may be returned under the following conditions:

2.1.2.1 Within 60 days of the delivery date, to do so, you must notify us by visiting contact us page on the Website, or by contacting us via email at service_uk@vertica-labs.com, or by calling us to 020-4525-1389. We will provide you with a refund of the purchase price, less a restocking fee of GBP350.00 (Outside UK - EUR415.00) for Vertica and GBP425.00 (Outside UK - EUR500.00) for Verticaplus. You will be responsible for shipping fees associated with returns of this nature.

2.1.3 We will not accept any returns more than 60 days from the date of delivery.

2.2   If you receive Goods that do not match those that you ordered, you must notify us by visiting the contact us page on the Website, or by contacting Us via email at service_uk@vertica-labs.com, or by calling us to 020-4525-1389 within 14 calendar days from the date of delivery with details of your requested return. Once you have notified Us of your requested return, the Goods must be returned with 14 days from the date of that notification.  You will be given the option to have the Goods replaced with those ordered (if available) or to be refunded via the same payment method used when making your purchase. The replacement will be issued upon our receipt of the returned Goods. We will be responsible for the payment of the shipping costs for returns of this nature. Goods must be returned in their original packaging, with the tamper-evident seal intact, and with all the original documentation. In the event of a refund, the appropriate refund will be issued within 30 days of the return date.

2.3 If you believe that the Goods were damaged in transit and the damage was apparent on delivery, you should sign any applicable delivery note to the effect that the Goods have been damaged. To return the damaged Goods, you should visit the contact us page on the Website within 14 calendar days of the date of delivery or by emailing service_uk@vertica-labs.com, or by calling us to 020-4525-1389 with details of your requested return. Once you have notified Us of your requested return, the Goods must be returned with 14 days from the date of that notification.  We will be responsible for the payment of shipping costs for returns of this nature. You will be given the option to have the Goods replaced or to be refunded via the same payment method used when making the purchase. Replacements will be issued upon Our receipt of the returned Goods.  Refunds will be issued no later than 30 calendar days after receipt of the returned Goods.

2.4 We do not take responsibility for the condition of Goods once delivered to you, and we will not accept any responsibility for damage caused by user error. As such:

2.4.1 if you believe any Goods you have purchased have faults when they are delivered to you, you may be entitled to a replacement but not a refund. If this is the case, you should visit the contact us page on the Website within 14 calendar days of the date of delivery or contact us by emailing service_uk@vertica-labs.com, or by calling us to 020-4525-1389 with details of your requested return. Once you have notified Us of your requested return, you have a further 14 days from the date of that notification to return the Goods. We will assess the Goods and alleged faults upon receipt, and if We conclude (at Our sole discretion) that the fault was not caused by user-error (whether deliberate, negligent, or otherwise), we will issue replacement Goods at no additional cost to you. However, if We conclude that the fault was caused by user-error, the Goods will be returned to you in the same condition and no replacement will be provided.

2.4.2 If you believe any Goods you have purchased developed faults within 14 calendar days of delivery, you may be entitled to a replacement but not a refund.  If this is the case, you should visit the contact us page on the Website within 14 calendar days of the delivery date or by emailing service_uk@vertica-labs.com, or by calling us to 020-4525-1389 with details of your requested return. Once you have notified Us of your requested return, you have a further 14 days from the date of that notification to return the Goods. We will assess the Goods and alleged faults upon receipt and if We conclude (in Our sole discretion) that the fault is not a result of user-error (whether deliberate, negligent, or otherwise), We will issue replacement Goods at no additional cost to you. However, if We conclude that the fault was by user-error, the Goods will be returned to you in the same condition and no replacement will be provided.

2.5   If you are a consumer based within the UK or European Union, you have a statutory right to a “cooling off” period.  This period begins once your order is complete and ends 14 calendar days after the Goods have been delivered to you. If you change your mind about the goods within this period, please inform Us within 14 calendar days of receipt.  Goods must be returned to Us within 14 calendar days of the day on which you inform Us that you wish to return the Goods. You are responsible for paying return shipment costs if Goods are returned for this reason.  Refunds will be issued within 14 calendar days and in any event no later than 28 calendar days after you inform Us that you wish to cancel under this provision and will include standard delivery charges.

2.6 Ohh-Med Medical UK Ltd may not be able to accept returns under the cooling off period of the following types of Goods and/or taking into account the following circumstances:

2.6.1   Goods made to your specifications or that have been personalized;
2.6.2   Any use or enjoyment that you may have already had out of the Goods.  Please note that opening packaging does not prevent you from returning Goods and in any event, does not include the opening of delivery packaging, only the packaging of the product itself.

To cancel an order and return Goods under any of the conditions described above, you must notify the company of this in one of the following ways of communication detailed below:

Visit the contact us page on our Website

By e-mail to service_uk@vertica-labs.com, or by calling us to 020-4525-1389 

The Goods must be returned to address Honingham Thorpe, NORWICH ROAD, Colton, NR9 5BZ, United Kingdom, within 14 days after the you have notified US. The appropriate refund will be issued within 30 days of the return date.

The Vertica® device is a medical device for intimate personal use that cannot be resold.