Warranties and Sales Terms

Product Receipt

If you receive a package with apparent damage (open, with a crumpled, wet, or broken box), it is essential that you record this on the delivery driver's delivery note; without this, we will not be able to accept the claim.

Contact us within a maximum of 24 hours at soporte@neotecpharma.com indicating: delivery note number, claimed product, and photos of (1) the box as it arrived with the shipping label visible, (2) the inner packaging and protections, and (3) the damaged product outside the box. Once the documentation has been verified, the agency will collect the product, and we will send you a new one.

Returns due to withdrawal

• Time limit: you have 14 calendar days to cancel the purchase from the receipt of the product.
• After notifying us, you have another 14 days to return it.
• Costs: return shipping costs are borne by the customer.

Important: use the same original box and packaging, with all components and accessories, without unsealing or tampering, and without stickers or adhesive tape on the product or its packaging. Notify us at soporte@neotecpharma.com.

Defective Products or Products with Hidden Damage

If upon opening the package the content is damaged, contact soporte@neotecpharma.com providing: delivery note number, damaged product and lot number, assessment of the damages, and photos of the received product and the defect. Once the claim is accepted, we will proceed to rectify the incident.

Exception (hygiene): hygiene products such as raised toilet seats or toilet risers cannot be returned if they have been unboxed or their original seal has been tampered with.

Warranty

• Duration: 3 years for the structure of walking aids and wheelchairs, according to current Spanish legislation.
• Coverage: manufacturing defects and workmanship.
• Exclusions: damage due to misuse, natural wear and tear, accidents, lack of maintenance, or repairs by unauthorized third parties. Wheels, upholstery, and plastic parts that are not part of the structure are not included, unless a defect is observed upon receipt.
• Documentation: the invoice or purchase receipt is essential to claim the warranty.

To process a warranty claim, keep your invoice and contact us at soporte@neotecpharma.com. An initial diagnosis will be performed; if the repair is covered, no labor or spare parts will be charged, and if it is not, a quote will be provided for your approval.