SHIPPING & RETURNS POLICY

At Xortho, we are committed to excellence not only in the quality of our orthodontic products but also in the safety and efficiency of delivery. Below we set out the logistical and legal conditions governing our shipments, in line with current transport and medical device regulations.

1. ORDER PROCESSING AND DISPATCH

Cut-off Time: All orders confirmed before 17:00 CET on business days (Monday to Friday) are prepared and handed to the carrier the same day.

Later orders: Orders received after 17:00, or during weekends and national/local public holidays in Madrid, will be processed on the next business day.

Stock and Availability: In the exceptional event of a stock shortage for a requested item, our customer service team will contact you within 24 hours to offer an alternative or an estimated restocking date.

2. TRANSIT TIMES AND TRANSPORT (2025 ESTIMATES)

We work with GLS (General Logistics Systems) to offer an optimal balance between speed, cost and traceability. The transit times below are estimates based on actual logistics performance in 2025 and are counted in business days (Monday to Friday).

A) Domestic Shipments (Spain and Portugal)

• Mainland Spain (Business Parcel): 24 hours (next business day). Delivery throughout the day (until 19:00).

• Portugal (Mainland): 24-hour delivery (until 19:00).

• Balearic Islands (Business Parcel): 48–72 hours. Mallorca: typically 48h. Menorca/Ibiza/Formentera: +24h. Depends on ferry connections.

• Canary Islands (Business Parcel): 4–6 business days. Subject to customs. Time includes transport but not delays due to DUA/IGIC clearance outside GLS/Xortho.

• Ceuta and Melilla (Business Parcel): 3–5 business days. Subject to customs. Import DUA required.

Customs note (Canaries, Ceuta, Melilla and non-EU): Delivery times in territories with special tax regimes depend on customs clearance. Xortho handles export documentation but is not responsible for delays caused by customs inspections, missing recipient data, or non-payment of local duties (IGIC, IPSI, AIEM) payable by the customer.

B) International Shipments (European Union – EuroBusinessParcel)

For shipments to Europe we use GLS’s high-reliability road network. Times reflect actual route operations in 2025.

• Zone 1 (Proximity) – France (South/Centre): 2–3 business days. • Zone 2 (Central Europe) – Germany, Belgium, Netherlands, Luxembourg, France (North): 3–4 days. • Zone 3 (Mid Europe) – Italy (North/Centre), Austria, Denmark: 3–5 days. • Zone 4 (East/Periphery) – Czech Rep., Poland, Hungary, Italy (South): 4–6 days. • Zone 5 (Remote/Nordic) – Sweden, Finland, Ireland, Greece, Romania, Slovakia: 5–8 days. • Non-EU Zone – UK, Switzerland, Norway: 5–8 days (+ mandatory customs clearance).

UK notice: After Brexit, all UK shipments are subject to customs control. Stated times are for transport; customs clearance may add 24–72 hours depending on border congestion.

3. GOODS RECEIPT AND CLAIMS PROTOCOL (IMPORTANT)

To protect your investment and comply with Law 15/2009 (LCTTM), you must follow this protocol on receipt. Failure to do so may invalidate the transport guarantee.

Visual inspection (obvious damage): When receiving the package from the driver, check the exterior of the box. If you see impacts, breakage, moisture or tampering, you MUST note this on the driver’s PDA/delivery note before signing (e.g. “Damaged box” or “Broken packaging” next to your signature). Signing “received” without noting visible issues legally implies acceptance of the shipment’s good condition and waives carrier liability.

Content inspection (concealed damage): If the outer box looks fine but you find damaged products when opening it, you have a non-extendable legal period of 7 calendar days from delivery to report the incident.

Communication: To process any damage, email calidad@xortho.es within the above periods with: Order number. Photos of the outer box (label visible). Photos of the product damage and inner packaging.

4. RETURNS POLICY AND MEDICAL DEVICE GUARANTEE

Our returns policy follows B2B commercial regulations and, strictly, EU Regulation 2017/745 on Medical Devices (MDR) to ensure patient safety.

A) Right of Withdrawal (Voluntary Return)

Professional customers have 15 calendar days from receipt to request return of material for commercial reasons (order error, change of mind). Costs: For voluntary withdrawal, return shipping is paid by the customer. Xortho can arrange collection and deduct the cost from the credit. Refund: Material amounts will be credited within 7–14 days after receipt and verification at our warehouse.

B) Hygiene and Medical Exclusions (MDR)

Given the nature of our products (medical devices, orthodontic materials, instruments), returns are NOT ACCEPTED in these cases for health and hygiene reasons:

• Products with broken seal: Any box, jar or container that has been unsealed. • Opened sterile packaging: Brackets, archwires or sterile instruments whose sealing has been compromised, even if unused. • Marked or written products: Original boxes on which the customer has written references, affixed labels or altered presentation. • Incomplete kits: Partial returns of products sold as indivisible packs are not accepted.

C) Dispatch Errors or Defective Products

If the return is due to a Xortho error (wrong product) or a manufacturing defect covered by warranty: Xortho will bear all transport costs (collection and reshipment). We will immediately replace the material or issue a full refund, at the customer’s preference.

D) Limited Liability

Xortho is not liable for lost profits, loss of income, chair time or appointment cancellations arising from delivery delays due to force majeure, logistics incidents or customs holds. Xortho’s maximum liability for transport incidents is limited to refund of amounts paid for shipping and/or goods.