Terms of Sale and Return Policy

These terms cover sales of prosthetic knee joints and spare parts by Orthomobility Ltd to business customers.

Orders, prices and payment

Orders may be placed using the price list supplied by Orthomobility or at a price agreed separately with the customer. The applicable currency, VAT treatment and any delivery charges will be stated in the price list or agreed with the customer before the order is confirmed.

Unless otherwise agreed in writing, payment is due within 30 calendar days of the invoice date.

Retention of title

Orthomobility Ltd retains ownership of each item until it receives the full price of that item in cleared funds, subject to the distributor’s right of resale set out below. 

During the agreed payment period, a distributor may resell, deliver or fit a knee joint in the ordinary course of its business. The distributor must still pay Orthomobility in full by the invoice due date, whether or not it has received payment from its own customer.

Shipping

The customer may request a preferred shipping method. If no preference is specified, Orthomobility will select the service. For shipments to business customers, the risk of loss or damage in transit passes to the customer when the carrier takes possession of the goods for delivery, whether the carrier is booked by Orthomobility or by the customer. Orthomobility remains responsible for properly packing the goods for dispatch.

Damaged Goods

Once a shipment from Orthomobility is accepted by the shipping company the risk of loss shifts to the customer and the customer is then responsible for filing any necessary claims. If the customer receives damaged goods, he/she should immediately contact the local representative of the shipping company to submit a claim of damaged goods.

Returns and credits

Requesting a return

Before sending any goods back, email contact@orthomobility.com to request an Authorised Return Number (ARN). Include the company name, invoice number and reason for the return. For each item, give the part number, description, quantity and serial number where applicable.

Please wait for the ARN and return instructions before dispatch and quote the ARN on the return paperwork. Unless the instructions specify another address, send the goods to the address below.

Orthomobility Ltd
E1-1.29, Culham Science Centre
Abingdon, OX14 3DB
United Kingdom

Voluntary returns

For a voluntary return, Orthomobility must receive the request within 60 calendar days of delivery. The date the request is received determines the restocking fee.

Request received after delivery	Restocking fee
Within 30 calendar days	None
Days 31 to 60 inclusive	25% of the net invoiced price of the returned goods, excluding VAT and delivery charges.

Please dispatch goods for a voluntary return within 30 calendar days of the date the ARN was issued. The voluntary return deadlines and restocking fees do not apply to warranty claims, faulty goods or items supplied in error.

Inspection and credit

Orthomobility will inspect voluntary returns on receipt. If the goods are unused, complete and in resaleable condition, we will credit their invoiced price, less any applicable restocking fee. If goods are damaged, soiled or incomplete, we will explain our findings and offer the customer the choice of accepting a reduced credit or having the goods sent back.

Overpayments and duplicate payments

Orthomobility will refund any verified overpayment or duplicate payment unless the customer asks us to apply the amount to another invoice or retain it as a credit on their account.

Limited warranty

Cover and warranty period

Orthomobility warrants to the original purchaser that products purchased directly from Orthomobility or through an authorised distributor will be free from defects in materials and workmanship during the applicable warranty period.

For each knee joint sold, the warranty starts on the date Orthomobility dispatches the joint to the distributor, clinic or other purchaser. Time spent in transit or storage before the joint is fitted or first used by the patient counts towards the warranty period. The warranty certificate or sales documentation will identify the joint by serial number and state the dispatch date and warranty expiry date.

Fitting, use and exclusions

The product must be fitted, used and maintained in accordance with the Instructions for Use supplied with the relevant model. The practitioner fitting the product must meet the qualifications and training requirements specified in those instructions.

The warranty excludes normal wear and tear. It also excludes damage to the extent caused by an accident, misuse, neglect, incorrect fitting, use beyond the product’s specified limits, or an unauthorised modification, repair or replacement part.

Claims and repairs

To make a warranty claim, contact Orthomobility using the procedure under Requesting a return. If Orthomobility confirms a defect covered by this warranty, it will, at its option, repair, rebuild or replace the affected product or component, or issue a refund or credit for its purchase price.

Orthomobility will cover the parts and labour required for an approved warranty repair in its own workshop. Unless otherwise agreed in writing, the warranty excludes shipping costs to and from Orthomobility and third-party charges for removing, refitting or adjusting the product.

If an inspection shows that the reported fault falls outside the warranty, Orthomobility will explain its findings and obtain the purchaser’s approval of a quotation before carrying out any chargeable work.

Nothing in this warranty excludes or limits any right or liability that cannot lawfully be excluded or limited.