Returns made simple and fast
You have 14 days from receiving your order to return products. The process is fully digital — open a request from your account and we take care of the rest.
Return policy highlights
14 days
Return window from delivery date per EU legislation
Replace or refund
Your choice: identical new product or money back to card or account
Digital process
Everything is managed online, from your customer account
Simple process
How the return process works
Open a request
From your account, access the Support section and choose the "Return" type. Select the order and products you wish to return.
Document the products
Add photos of the products, describe their condition (sealed or used) and choose whether you prefer replacement or refund.
Send the package
After the request is approved, pack the products in their original packaging and ship them to the indicated address.
Receive the resolution
We process the return and issue a refund to your card or bank transfer, or ship the replacement product.
Return conditions
What to know before returning
14-day window
Returns can be requested within 14 calendar days of receiving the order, as per OUG 34/2014.
Original packaging
Products must be returned in original packaging, complete and undamaged. Include all accessories and documentation.
Unused products
Sealed products must be unopened. Used products can only be returned if they are defective.
Complete condition
All labels, seals, and original components must be intact. The product must show no signs of wear.
Products that cannot be returned
- Unsealed or skin-applied CGM sensors
- Used consumable products (needles, lancets, test strips)
- Custom or calibrated medical devices
- Products with broken hygiene seal
Refund
How you get your money back
Card payment
Visa / Mastercard
Cash on delivery
Bank transfer
Return address
Ship the package to the following address
Drm. Maracineni 33B
Bucharest, sector 5
Gabriel Mihai
0747 333 300
Frequently Asked Questions
How long does return processing take?
After receiving the returned products, we process the request within 1-3 business days. Card refunds are processed in 5-10 business days, and bank transfers in 3-5 business days from approval.
Who covers the return shipping cost?
The shipping cost for returned products is borne by the customer, except when the product was delivered incorrectly or is defective. In these cases, Prime Medical covers the shipping cost.
Can I request replacement instead of refund?
Yes, when opening the return request you can choose for each product whether you prefer a refund or replacement with an identical product. Replacement is subject to stock availability.
What happens if the received product is defective?
If the product is defective, open a "Warranty" or "Return" ticket from your account. Defective products are replaced free of charge or fully refunded, including shipping costs.
How do I get my money back if I paid cash on delivery?
For cash on delivery orders, refunds are processed via bank transfer. When opening the return request, you will be asked for your IBAN code and bank name.
Can I return only some products from an order?
Yes, when opening the return request you can individually select the products you wish to return. It is not necessary to return the entire order.
The right of return is guaranteed under OUG 34/2014 regarding consumer rights and Directive 2011/83/EU. The 14 calendar day period is calculated from the date the consumer takes physical possession of the products. Exceptions provided by art. 16 (e) of OUG 34/2014 apply to medical products.
Need to return a product?
Open a return request from your account. The process takes just a few minutes and our team will guide you through every step.