Shipping policy

SHIPPING POLICY

At Endopulse Medical Ltd, we aim to ensure that all machines and equipment are carefully prepared, quality-checked and dispatched as efficiently as possible.

This Shipping Policy should be read alongside our full Terms and Conditions.

1. Order Processing

Once an order has been placed and payment has been received, we will begin processing your order.

Some machines may be held in stock, while others may be sourced, manufactured, configured or dispatched directly from an approved supplier or manufacturer.

Once an order has entered processing, production or dispatch, it cannot normally be cancelled or refunded for change of mind, subject to your statutory rights.

2. Delivery Times

Any delivery timeframe provided by Endopulse Medical Ltd is an estimate unless expressly confirmed in writing as a guaranteed delivery date.

Delivery times may vary depending on:

  • stock availability;
  • manufacturer processing times;
  • machine configuration;
  • international shipping;
  • customs clearance;
  • courier availability;
  • public holidays;
  • adverse weather;
  • border delays; or
  • circumstances outside our reasonable control.

We will make reasonable efforts to keep customers informed where we become aware of a significant delay.

3. Delivery Couriers

Machines and equipment may be delivered by DHL or another approved courier, logistics provider or freight company.

Tracking information may be provided where available.

Customers are responsible for ensuring that the delivery address, telephone number and email address provided at the time of purchase are accurate.

Endopulse Medical Ltd cannot accept responsibility for delays or additional costs caused by incorrect delivery information supplied by the customer.

4. Customs Duty, Import VAT and Additional Charges

Some machines supplied by Endopulse Medical Ltd may be manufactured, sourced or dispatched from outside the United Kingdom.

As a result, certain shipments may be subject to additional charges, including:

  • customs duty;
  • import VAT;
  • import taxes;
  • customs clearance fees;
  • courier administration fees; or
  • other import-related charges.

These charges are not expected to apply to every machine or device.

Where charges do apply, they may be payable separately by the purchaser or recipient of the machine.

DHL or the relevant courier may contact the purchaser directly by telephone, email or text message before or upon delivery to arrange payment of any applicable charges.

Unless expressly stated otherwise in writing, these charges are not included in the price paid to Endopulse Medical Ltd.

5. Refusal to Pay Customs or Import Charges

If a customer refuses to pay legitimate customs duties, import taxes, VAT or courier clearance charges and the shipment is delayed, held, returned or subject to additional fees, the customer may be responsible for any reasonable costs incurred.

Refusal to pay legitimate customs or import charges does not automatically create a right to cancel the order or receive a refund.

6. Delivery Delays

Endopulse Medical Ltd will not be responsible for delays caused by circumstances outside our reasonable control, including:

  • customs inspections;
  • border delays;
  • courier disruption;
  • strikes;
  • weather conditions;
  • flight or transport disruption;
  • manufacturer delays;
  • supply-chain disruption;
  • government restrictions; or
  • other events outside our control.

A delivery delay does not automatically entitle the purchaser to a refund.

Nothing in this policy affects any statutory rights that cannot legally be excluded.

7. Missed Deliveries

It is the customer’s responsibility to ensure that someone is available to receive the shipment where a signature is required.

If delivery is attempted and no one is available, the courier may:

  • attempt redelivery;
  • leave instructions for collection;
  • hold the shipment at a local depot; or
  • charge an additional delivery or storage fee.

Any additional charges caused by repeated failed delivery attempts, refusal of delivery or failure to collect a shipment may be payable by the customer.

8. Inspection on Delivery

Customers should inspect the external packaging as soon as the shipment is received.

If the packaging appears damaged, we strongly recommend that you:

  • photograph the parcel before opening it;
  • photograph any visible damage;
  • retain all packaging;
  • notify the courier where appropriate; and
  • contact Endopulse Medical Ltd as soon as possible.

Where possible, any delivery damage should be reported to us promptly so that we can investigate with the courier.

9. Damaged Goods in Transit

If a machine appears to have been damaged during shipping, please contact our support team as soon as possible.

We may ask you to provide:

  • photographs of the packaging;
  • photographs of the machine;
  • videos showing the issue;
  • the shipping label;
  • the machine serial number; and
  • a description of the damage.

Please do not dispose of the original packaging until the issue has been resolved, as the courier may require it as part of an investigation.

10. Machine Faults

All machines are quality-checked before dispatch where reasonably practicable.

If you experience a technical issue after delivery, please contact us as soon as possible and preferably within 7 days of receiving your machine.

A reported fault does not automatically entitle the customer to an immediate refund.

Where permitted by law, Endopulse Medical Ltd must first be given a reasonable opportunity to:

  • assess the machine;
  • troubleshoot the issue;
  • carry out diagnostic testing;
  • repair the machine;
  • replace a component; or
  • provide a replacement machine where appropriate.

Most genuine machine fault cases are expected to be assessed or resolved within approximately 7–10 days.

In some circumstances, assessment or repair may take up to 28 days, depending on the complexity of the fault, engineer availability, replacement parts, shipping or manufacturer involvement.

11. Returns and Exchanges

Once a machine order has been placed, processed, sourced, manufactured or dispatched, we do not normally accept returns or exchanges for change of mind.

Machines and equipment that are not faulty are non-refundable unless otherwise agreed in writing or where the law provides a right to cancel or return the goods.

Where a genuine fault exists, the appropriate remedy may include repair, replacement, price reduction or refund depending on the circumstances and applicable law.

12. Incorrect Delivery Address

Customers must check their delivery information carefully before confirming an order.

If an incorrect or incomplete address is provided and the shipment is:

  • delayed;
  • redirected;
  • returned;
  • stored; or
  • re-delivered,

the customer may be responsible for any additional courier or administration charges.

13. International and Direct-from-Manufacturer Shipments

Some machines may be dispatched directly from a manufacturer or international distribution centre.

Customers acknowledge that international shipments may be subject to longer delivery times and additional customs procedures.

The country of dispatch may vary depending on stock availability and the relevant manufacturer or supplier.

14. Ownership and Risk

Responsibility for the goods will generally pass to the purchaser once the goods have been delivered to the agreed delivery address or otherwise in accordance with applicable law.

Customers should ensure that delivered equipment is stored securely and appropriately.

15. Contact Us

If you have any questions regarding delivery, customs charges, tracking, damaged shipments or machine faults, please contact:

Endopulse Medical Ltd

Email: hello@pulsetechnology.com

Registered Office:
Lower Ground Floor
1 St Georges Street
Macclesfield
England
SK11 6TG

IMPORTANT SHIPPING SUMMARY

By purchasing a machine or equipment from Endopulse Medical Ltd, you acknowledge that:

  • delivery times are estimates unless expressly guaranteed in writing;
  • some machines may be dispatched internationally;
  • some shipments may be subject to customs duty, import VAT, taxes or courier fees;
  • these additional charges do not apply to every device;
  • DHL or another courier may contact you directly for payment of applicable import charges;
  • refusal to pay legitimate import charges does not automatically entitle you to a refund;
  • delivery delays outside our reasonable control do not automatically create a right to a refund;
  • damaged shipments should be reported as soon as possible;
  • non-faulty machines are not normally returnable or refundable for change of mind; and
  • genuine machine faults will be handled in accordance with our machine fault policy and applicable law.