Refund policy
Returns and Refund Policy – MEDIMAX
Last updated: 19 September 2026
This policy applies to sales made by BIGMED – MEDIMAX to customers acting exclusively in the course of their professional activities.
MEDIMAX is exclusively intended for professional customers (B2B). The products, prices, offers and services available on Medimax.fr are intended in particular for healthcare establishments, nursing homes, pharmacies, medical equipment stores, distributors, wholesalers, groups, purchasing centres, public authorities, manufacturers, importers, professional networks and businesses.
Consequently, consumer protection rules, including the general right of withdrawal applicable to distance contracts concluded with consumers, do not apply to professional MEDIMAX orders, subject to any mandatory provisions that may apply in a particular situation.
1. General Principle
Any professional order duly accepted is firm and final.
The Customer has no automatic right to return, exchange, cancel or obtain a refund for reasons of convenience, change of requirements, ordering error, excessive quantity, change in business activity, difficulty reselling the products or any other circumstance not resulting from a breach attributable to MEDIMAX.
Any commercial return exceptionally granted by MEDIMAX constitutes an exceptional commercial measure and does not create any vested right for the Customer.
2. Prior Authorisation Required – RMA
No product may be returned without MEDIMAX's prior written authorisation.
Any return that may be accepted must be subject to prior written authorisation, which may take the form of a return number or RMA authorisation.
Any parcel returned without prior authorisation may be:
- refused upon receipt;
- held at the Customer's disposal;
- returned to the Customer at their expense;
- stored at the Customer's expense where necessary.
All requests must be sent to:
BIGMED – MEDIMAX
83 Boulevard Ampère
79180 Chauray – France
Email: contact@medimax.fr
Telephone: +33 9 80 80 21 35
3. Information Required for Any Request
Any return, refund or complaint request must include at least:
- the order or invoice number;
- the exact product reference;
- the quantity concerned;
- the precise reason for the request;
- the batch number, where applicable;
- photographs where useful;
- any relevant transport documents;
- any information enabling MEDIMAX to assess the request.
MEDIMAX may request any information, photograph, video, sample or physical return necessary to assess the complaint.
4. Commercial Returns of Standard Products
MEDIMAX may, at its sole commercial discretion and without creating any obligation for future orders, accept the return of certain standard products normally held in stock.
Unless otherwise agreed in writing, a request for a commercial return must be made within a maximum period of seven (7) business days following receipt.
This period applies exclusively to commercial returns and does not limit any rights the Customer may have under mandatory provisions in the event of a defect or non-conformity for which the seller is legally responsible.
For a return to be considered, the product must in particular be:
- new;
- unused;
- complete;
- clean;
- in its intact original packaging;
- accompanied by all accessories, instructions and documents;
- in a condition allowing immediate resale as a new product.
Physical receipt of a returned product does not constitute final acceptance of the return. MEDIMAX will inspect the product before issuing any credit note or refund.
5. Products Excluded from Commercial Returns
The following products may not be commercially returned, exchanged, cancelled or refunded once the order has been committed, except in the event of a substantial defect or non-conformity recognised as attributable to MEDIMAX:
- opened or unsealed hygiene products;
- opened or unsealed intimate-use products;
- incontinence products whose packaging has been opened;
- opened consumables;
- used, soiled, damaged or incomplete products;
- customised products;
- products printed or branded with the Customer's name, trademark or logo;
- OEM products;
- private label products;
- made-to-order products;
- products manufactured according to specific specifications;
- products manufactured in a specific size, colour, absorbency, dimension or configuration;
- products subject to specific packaging requirements;
- products subject to specific artwork or proof approval;
- products specially sourced for the Customer;
- products that are not part of MEDIMAX's regular stock and are specially ordered from a manufacturer or supplier;
- products manufactured under a dedicated MOQ;
- products relating to a dedicated pallet, container or industrial production order once procurement or production has been committed;
- products whose original packaging is damaged to such an extent that they can no longer be resold as new;
- products that have been modified, repaired or subject to unauthorised intervention.
6. Specific, OEM and Private Label Products
Any order relating to a specific, customised, OEM, private label or specially manufactured product becomes firm once MEDIMAX has committed all or part of the procurement, development or production process.
Such commitment may occur in particular upon:
- acceptance of the quotation;
- payment of a deposit;
- approval of the specifications;
- approval of a sample;
- approval of a prototype;
- approval of a proof;
- reservation of raw materials;
- ordering of packaging;
- commencement of printing;
- commencement of manufacturing;
- booking of transport.
After this stage, MEDIMAX cannot be required to accept any cancellation, return, exchange or refund for the Customer's commercial convenience.
7. Deposits and Costs Already Incurred
Where MEDIMAX exceptionally agrees to cancel a specific, OEM, private label, container or dedicated production order, the Customer remains liable for all costs and commitments already incurred by MEDIMAX.
These may include:
- studies and development costs;
- prototypes and samples;
- moulds and tooling;
- raw materials;
- components;
- packaging;
- printing;
- artwork costs;
- certification or testing costs;
- deposits paid to manufacturers;
- goods already manufactured;
- quality control costs;
- storage costs;
- transport or freight costs already incurred or booked;
- any other irreversible commitment made for the performance of the order.
Deposits paid may be retained up to the amount actually due in respect of such commitments.
8. Approval of Proofs, Samples and Prototypes
The Customer must carefully review any proof, artwork, prototype, sample, mock-up or file submitted for approval before production begins.
The Customer is responsible in particular for checking:
- references;
- sizes;
- texts;
- translations;
- logos;
- trademarks;
- colours;
- barcodes;
- regulatory information;
- symbols;
- dimensions;
- packaging;
- graphic elements.
Approval constitutes acceptance of the elements presented.
An error appearing in an element approved by the Customer cannot justify a return or refund where it has been reproduced in accordance with that approval.
9. Industrial Tolerances
Industrial production may involve slight variations compared with a sample, photograph, prototype, previous production run or digital representation.
Such variations may concern in particular:
- shades;
- materials;
- textures;
- grammage;
- dimensions;
- weight;
- printing;
- seams or welds;
- graphic positioning;
- packaging;
- components.
Such differences do not constitute grounds for return or refund where they remain within reasonable industrial tolerances and do not materially affect the safety, intended use or essential contractually agreed characteristics of the product.
10. Quantity Tolerance for Specific Production
For OEM, private label or specific production, industrial constraints may result in a final quantity that differs slightly from the quantity ordered.
Unless otherwise specified in the quotation, a production tolerance of up to ±5% may be accepted where it reflects normal manufacturing constraints.
Invoicing may be adjusted on the basis of the quantities actually produced and delivered within this tolerance.
A variation falling within this tolerance does not constitute grounds for refusal, return or cancellation of the entire order.
11. Container Orders
Container orders are organised taking into account in particular volume, weight, packaging, production capacity and loading constraints.
The final quantity physically loaded into a container may differ from the initial estimate where an adjustment is necessary to:
- comply with the maximum authorised weight;
- optimise container capacity;
- comply with loading constraints;
- take account of the actual packaging dimensions;
- take account of quantities actually resulting from production.
Such a reasonable adjustment does not automatically constitute grounds for cancellation or rejection of the order.
12. Products Damaged During Transport
The Customer must inspect the apparent condition of the goods immediately upon delivery.
In the event of visible damage, missing parcels, damaged pallets, crushed cartons, damaged products or any other visible anomaly, the Customer must:
- record precise and detailed reservations on the carrier's delivery document;
- take photographs of the packaging, shipping label, pallet and product concerned;
- retain the goods and packaging concerned;
- notify MEDIMAX as soon as possible;
- where necessary, complete the required protest or claim formalities with the carrier within the legally applicable time limits.
General statements such as “subject to unpacking” are not, on their own, sufficient to accurately establish the nature of the damage.
13. Preparation Error Attributable to MEDIMAX
In the event of an error in product reference, quantity or shipment attributable to MEDIMAX, the Customer must notify MEDIMAX promptly after receipt and provide the information required to verify the order.
Following verification, MEDIMAX may, depending on the nature of the error:
- ship the missing product;
- replace the product concerned;
- organise its return;
- issue a credit note;
- provide a refund where this is the appropriate solution.
14. Allegedly Defective or Non-Conforming Products
In the event of an alleged defect or non-conformity, the Customer must allow MEDIMAX to assess the complaint before taking any irreversible action in relation to the goods.
Unless urgently necessary or previously authorised, the Customer undertakes not to:
- destroy the products;
- repair them;
- modify them;
- repackage them;
- return them;
- organise a mass withdrawal;
- initiate a commercial recall charged financially to MEDIMAX.
MEDIMAX may request:
- photographs;
- videos;
- batch numbers;
- samples;
- the return of the products concerned;
- an expert assessment or joint inspection.
15. Defect Affecting Only Part of a Batch
Where an anomaly affects only an identifiable part of a batch, the existence of that anomaly does not automatically justify the rejection, return or refund of the entire batch where the remaining units are compliant and usable.
The remedy implemented must be proportionate to the actual extent of the non-conformity.
16. Quality Control Before Shipment
For certain orders, particularly OEM, private label or container orders, MEDIMAX may arrange or have arranged quality controls before shipment.
These controls are intended to reduce the risk of anomalies but do not constitute an absolute guarantee that every individual unit produced will be free from defects.
They do not release the Customer from its own inspection obligations upon receipt.
17. FOB Products and International Transactions
Where a sale is made under an Incoterm, the allocation of risks, costs and obligations is determined by the Incoterm stated in the quotation or order confirmation.
Unless otherwise agreed, Incoterms used by MEDIMAX are interpreted in accordance with Incoterms® 2020.
Where the Customer is responsible for importation, main carriage or customs clearance, the Customer acknowledges that it is acting as a professional with the skills and resources required to perform such operations.
A transfer of risk under the applicable Incoterm does not, however, automatically render compliant a product that was non-conforming with the contract before such transfer.
18. Return Shipping Costs
Unless there is an error or recognised non-conformity attributable to MEDIMAX, all return shipping costs are borne entirely by the Customer.
The Customer also bears the risk of loss or damage to the goods during return transport until they are received by MEDIMAX.
The Customer must use suitable and sufficiently protective packaging.
19. Inspection, Restocking and Repackaging Costs
Where a commercial return is accepted, MEDIMAX may deduct from the credit note or refund the reasonable costs incurred as a result of the return, including:
- inspection;
- handling;
- cleaning where this remains compatible with resale as a new product;
- repackaging;
- replacement of packaging;
- restocking;
- transport;
- administrative costs directly related to the exceptional processing of the return.
Where a product can no longer be resold as new, MEDIMAX may refuse the return.
20. Credit Note or Refund
Where a return or complaint is accepted, MEDIMAX determines the appropriate solution having regard to the nature of the issue and the applicable obligations.
The solution may include:
- replacement;
- repair where appropriate;
- supplementary delivery;
- a credit note;
- a refund for the products concerned.
In the case of a purely commercial return that does not result from any fault on MEDIMAX's part, MEDIMAX may give preference to issuing a credit note.
21. Refund Procedure
Any refund is made only after:
- MEDIMAX has accepted the principle of the return;
- the goods have been received where their return has been requested;
- their condition has been inspected;
- the final amount to be refunded has been approved.
MEDIMAX does not reimburse costs incurred unilaterally by the Customer without prior agreement, except where reimbursement is required by a mandatory legal provision or results from an acknowledged fault on MEDIMAX's part.
22. Direct Shipments to an End Customer
Where a professional Customer uses a direct shipping or delivery service to its own end customer, the commercial relationship remains between MEDIMAX and the professional Customer.
Unless otherwise agreed in writing, the Customer remains responsible for its own contractual relationship with its end customer and for the obligations it assumes towards that customer.
A request made by the end customer does not automatically create a return obligation for MEDIMAX.
23. No Commercial Precedent
The fact that MEDIMAX exceptionally accepts a return, exchange, credit note, cancellation or refund in a particular situation does not create any vested right for the Customer and does not require MEDIMAX to accept a similar request in the future.
24. Relationship with the General Terms and Conditions of Sale
This policy supplements the MEDIMAX B2B General Terms and Conditions of Sale.
In the event of any conflict between this policy and a specific condition expressly agreed in writing for an order, OEM project, specific production run, container order or key account contract, the specific condition shall prevail for the transaction concerned.
25. Contact
BIGMED – MEDIMAX
83 Boulevard Ampère
79180 Chauray – France
Email: contact@medimax.fr
Telephone: +33 9 80 80 21 35