Returns and refunds


In accordance with the provisions of current regulations, the right to return any device received by the customer is granted within a period of 7 calendar days from the date of receipt. Later, once used, for hygienic-sanitary reasons, changes or returns are not allowed, except in the event of a possible malfunction due to technical failure; in such case it will be replaced by a new equipment.

To make the return it is essential that the product has its original packaging and that it is intact, just as you received it. 

The client must contact immediately through the following email address:

If the client proceeds to return the product or equipment by mistake, it must be in perfect condition in order to proceed with the refund or exchange. The customer must bear the return costs.

Medalab undertakes to return the money or exchange the product within a period not exceeding 3 business days.

customs fees

For international orders, devices must be cleared from customs within 14 days.

Shipments may have extra costs for customs procedures in destination countries that do not belong to the European Union.

If the client resides in one of these countries, he must pay this tax, upon collection of the package, in the event that Customs requires it.

If the collection is not accepted, the package will be returned to origin, so the costs incurred for the return will be deducted from the refund.

Depending on the country and the commercial contracts between states, the type of tax can vary between 2% and 10% of the value of the order.


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