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Last updated: 23 September 2026
This Return Policy explains how returns and refunds work for orders placed on submedeu.com with SUBMED BIOMEDICAL BG LTD (132 Mimi Balkanska Str., Sofia, Bulgaria).
If you are a Consumer (a private individual buying outside the scope of a trade, business, or profession), you have the right to withdraw from your order within 14 calendar days of receiving your goods, without giving any reason, under the EU Consumer Rights Directive (2011/83/EU).
To withdraw, notify us clearly before the 14-day period expires, via our Contact page or by writing to our Sofia address, stating your order number and the products you wish to return. You then have a further 14 days to send the goods back to us.
Because we sell sterile and hygiene-sensitive medical products, the right of withdrawal does not apply to goods that were sealed for health or hygiene reasons and have been unsealed after delivery. This is a mandatory exception under Article 16(e) of Directive 2011/83/EU and applies to items such as opened sterile packs, kits, drapes, gowns, masks, and similar single-use medical products.
You may still withdraw from your order in relation to any items that remain in their original, unopened, and undamaged sealed packaging.
Products must be returned unused, in their original packaging, and in the same condition in which you received them, together with all accompanying documentation. You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature and characteristics.
Where you validly withdraw from your order, we will refund all payments received from you, including standard delivery charges (excluding any extra cost if you chose a non-standard delivery method), without undue delay and within 14 days of the date we receive the returned goods or, if earlier, the date you provide evidence that you have sent the goods back, in line with Article 13 of Directive 2011/83/EU. Refunds are made using the same payment method you used for the original order, unless you agree otherwise.
Unless a product is faulty, not as described, or we made an error, you are responsible for the direct cost of returning goods to us.
If you receive a faulty, damaged, or incorrect item, please contact us as soon as possible via our Contact page with your order number and photos where possible. This is separate from the withdrawal right above and is governed by your legal right to goods that conform to the contract under Directive (EU) 2019/771. We will arrange a repair, replacement, or refund as appropriate, at no cost to you.
Orders placed by hospitals, clinics, distributors, and other businesses acting within their trade or profession are not subject to the 14-day consumer withdrawal right described above. Returns for Business Customers are handled in accordance with the commercial terms agreed at the time of order, or otherwise at our discretion; please contact your SUBMED representative or use our Contact page to discuss a return.
To start a return or report an issue with your order, please contact us via our Contact page with your order number, the items concerned, and the reason for the return. We will confirm the return address and next steps.
SUBMED BIOMEDICAL BG LTD
132 Mimi Balkanska Str., Sofia, Bulgaria
Via our Contact page
SUBMED is a trusted MedTech provider specializing in custom sterile surgical packs that support infection control, surgical precision, and clinical efficiency.