Returns and Refunds Policy

MedicalMachines.ie

Last updated: 28/10/2026

At MedicalMachines.ie, we want you to be satisfied with your purchase. This policy explains how returns, cancellations and refunds are handled for consumer and business customers purchasing from our website.

We distinguish between consumers purchasing for personal use and business customers purchasing in the course of their trade, business, craft or profession. Different contractual and legal rules may apply to each.

Nothing in this policy limits or excludes any consumer rights that cannot lawfully be excluded under Irish or applicable European Union law.

1. Consumer Returns — 30-Day Voluntary Return Policy

If you purchase from MedicalMachines.ie as a consumer, you may request a return of an eligible item within 30 days of receiving your order, subject to the terms below.

This 30-day policy includes your statutory cancellation rights where applicable and provides an additional voluntary return period beyond the statutory minimum.

Statutory 14-day cancellation period

For most goods purchased online by consumers, you have a legal right to cancel your purchase within 14 days of receiving the goods, without giving a reason.

To exercise this right, you must notify us clearly of your decision to cancel within the applicable 14-day period. You then generally have a further 14 days to send the goods back.

Certain legal exceptions apply, including some personalised or made-to-order goods and goods that are sealed and unsuitable for return for health protection or hygiene reasons once unsealed, where the legal conditions for the exception are satisfied.

These exceptions do not remove your rights in respect of faulty, damaged, misdescribed or otherwise non-conforming goods.

Additional voluntary return period

We also offer a voluntary change-of-mind return period for eligible consumer purchases up to 30 days after delivery.

For voluntary change-of-mind returns outside the statutory cancellation period, the item must be unused, complete and returned in its original packaging, with all accessories, manuals and supplied components.

Items must be returned in a condition suitable for resale, subject to any applicable mandatory consumer rights.

The additional voluntary return policy does not replace your statutory rights if an item is faulty, damaged, not as described or otherwise fails to meet the requirements of applicable consumer law.

2. Business Customers (B2B)

Orders placed by businesses, healthcare providers, clinics, hospitals, resellers or other professional customers are treated as business-to-business transactions where the purchaser is acting for purposes relating to their trade, business, craft or profession.

Change-of-mind returns for business purchases are not automatic and require prior written authorisation from MedicalMachines.ie.

Each request will be assessed individually, taking account of the product, its condition, the circumstances of the request and any applicable contractual terms.

Please contact us before returning any business purchase. Do not send goods back without receiving return instructions and authorisation.

Where a business return is approved, we will confirm the applicable return conditions, any agreed costs and the refund or other resolution in writing before the return proceeds.

The consumer cancellation rights described above generally do not apply to purchases made by customers acting in a professional or business capacity. However, applicable contractual rights, statutory protections and any rights relating to defective or non-conforming goods remain unaffected.

3. Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty, incomplete or different from what you ordered, please contact us as soon as reasonably possible.

Please provide:

• Your order number.

• The name of the product.

• A description of the problem.

• Photographs or other supporting information, where appropriate and reasonably available.

We will assess the issue and explain the appropriate next steps.

Depending on the circumstances and applicable law, the available remedies may include repair, replacement, a price reduction or a refund.

Under Irish consumer law, consumers generally have a 30-day short-term right to terminate a contract and obtain a refund for qualifying faulty or non-conforming goods. Rights and remedies may also apply after that period.

Faulty or non-conforming goods are not treated as ordinary change-of-mind returns. We will not apply the voluntary return conditions to restrict statutory remedies.

Where we are legally responsible for return costs, we will arrange or reimburse the appropriate costs in accordance with applicable law. Please contact us before arranging the return of bulky, heavy or installed equipment so that we can provide appropriate instructions.

Nothing in this policy limits any applicable rights concerning goods that are not of satisfactory quality, fit for purpose or as described.

4. Items That May Be Excluded from Change-of-Mind Returns

Certain items may be excluded from statutory cancellation rights or from our additional voluntary return policy, where the relevant legal requirements and disclosed terms permit this.

Examples may include:

• Goods made to the customer's specifications or clearly personalised.

• Sealed goods that are not suitable for return for health protection or hygiene reasons and have been unsealed after delivery, where the legal exception applies.

• Other goods or contracts that are expressly exempt from statutory cancellation rights under applicable law.

Any exclusion will be applied only where legally justified and applicable to the particular product or transaction.

Medical, clinical, dental or other healthcare-related equipment is not automatically excluded from returns simply because it is medical equipment.

If a product has a specific return restriction, we will identify the restriction where required before purchase. No exclusion in this policy removes statutory rights relating to faulty, damaged, misdescribed or non-conforming goods.

5. How to Request a Return

To request a return, please follow these steps:

Step 1 — Contact us

Email info@medicalmachines.ie with your order number and the reason for your return.

For statutory cancellations, make sure you notify us within the applicable cancellation period. Do not rely on a return parcel alone as notification of cancellation.

Step 2 — Await instructions

We will respond with the applicable return instructions and, where required, authorisation and the correct return destination.

For business purchases, written authorisation must be obtained before sending the goods back.

Step 3 — Prepare the item

Where appropriate, include the original packaging, accessories, manuals, supplied components and proof of purchase.

Please package the goods securely to prevent damage during transit. For bulky, heavy or installed equipment, contact us for instructions before arranging transport.

Step 4 — Send the return

Send the goods to the return address provided by our team. Keep your proof of postage or collection and any tracking information.

Please do not send goods to an address that has not been confirmed for your return.

6. Return Shipping Costs

For ordinary change-of-mind returns, the customer is responsible for the direct cost of returning the goods, where permitted by law and where the customer was appropriately informed of this obligation.

For faulty, damaged, incorrect or non-conforming goods, MedicalMachines.ie will cover the return costs for which we are legally responsible.

Where appropriate, we will provide return arrangements or reimburse eligible return costs.

These provisions do not affect any statutory rules governing delivery charges, cancellation refunds or other amounts payable to consumers.

7. Refunds and Processing Times

Once a return has been received, we will assess the goods where an assessment is appropriate and determine the refund due under the applicable statutory rights or voluntary return terms.

For statutory cancellations, refunds will be processed in accordance with applicable law. Generally, we must refund the consumer within 14 days of being informed of the cancellation, but we may withhold the refund until we have received the goods or the consumer has supplied evidence of having sent them back, whichever occurs first.

For approved voluntary change-of-mind returns outside the statutory cancellation period, we aim to process eligible refunds within 14 days of receiving the returned goods and completing any necessary assessment.

Refunds will be made using the original payment method unless you expressly agree otherwise. No refund processing fee will be charged where prohibited by law.

For statutory cancellations, the refund will include the applicable standard outbound delivery cost. Any additional delivery charge resulting from choosing a more expensive delivery option may be excluded to the extent permitted by law.

Where a statutory refund is due for faulty or non-conforming goods, the applicable refund and reimbursement requirements will be followed.

Your payment provider may take additional time to display a processed refund in your account.

8. Condition of Returned Goods and Diminished Value

For voluntary change-of-mind returns, goods should be returned unused, complete and in their original packaging.

During the statutory cancellation period, consumers may handle goods only to the extent necessary to establish their nature, characteristics and functioning, as they would be permitted to do in a shop.

Where the value of goods has diminished because they have been handled beyond what is necessary, we may make a lawful deduction where permitted by applicable consumer law and where the relevant legal conditions are satisfied.

We will not apply an automatic percentage deduction or blanket restocking fee to consumer returns.

Any assessment or deduction will be based on the actual circumstances and the applicable legal requirements.

9. No Exchanges

MedicalMachines.ie does not offer direct product exchanges under this policy.

If you would like a different product, you may request a return where eligible and place a separate order for the alternative item.

This does not affect your statutory rights to a repair, replacement, refund or another remedy where goods are faulty or do not conform to the contract.

10. Order Cancellations Before Dispatch

If you wish to cancel an order before it has been dispatched, contact us as soon as possible at info@medicalmachines.ie, quoting your order number.

We will confirm whether the order can be stopped before dispatch.

If the order has already been dispatched, the applicable cancellation and return procedures will apply. This does not affect any statutory right to cancel.

11. Contact Us

For returns, cancellations, faulty goods or refund enquiries, please contact:

MedicalMachines.ie

Email: info@medicalmachines.ie

Business name: Luke Stone T/A Medical Machines

Business address: Nephin View House, Enagh Beg, Crossmolina, Co. Mayo, F26 WKC9, Ireland

Please include your order number in all correspondence so that we can identify your purchase and assist you.

12. Your Statutory Rights

This policy is intended to explain our returns process and voluntary return arrangements. It does not replace your statutory rights.

Consumers retain all applicable rights under Irish and EU consumer protection law, including rights relating to online cancellation, faulty or non-conforming goods, refunds and other statutory remedies.

If any provision of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.

For further information about consumer rights in Ireland, you can consult the Competition and Consumer Protection Commission (CCPC) at https://www.ccpc.ie/.