CUSTOMER INFORMATION · B2B RETURNS
Returns, Claims and Complaints Policy
This policy describes how business customers should report delivery errors, damage, defects and requests for return.
Last updated: 21 August 2026 · Version 1.0 draft
On this page
- 1. Report an issue
- 2. Incorrect, missing or transport-damaged products
- 3. Suspected defects or non-conformity
- 4. Return authorisation
- 5. Products normally ineligible for discretionary return
- 6. Discretionary return of resalable products
- 7. Assessment and remedies
- 8. Recalls and safety actions
- 9. Records and data
- 10. No limitation of mandatory rights
Key point
Business purchases do not carry a consumer right of withdrawal. Do not return a product without written return authorisation from Testora, and do not return a suspected unsafe product until Testora gives instructions.
1. Report an issue
Contact support@testora.eu without undue delay. Include the company name, order number, product name and catalogue number, quantity, batch or lot number and expiry date where available, a clear description and relevant photographs. For a suspected safety incident, use the Product Compliance and Incident Reporting process.
2. Incorrect, missing or transport-damaged products
Inspect the delivery promptly and preserve all packaging. If products are missing, incorrect or visibly damaged, notify Testora without undue delay and before distributing or using affected products. Testora may ask for carrier documentation, photographs or an item count before determining the appropriate solution.
3. Suspected defects or non-conformity
Stop use and quarantine affected stock where continued use could create a risk or compromise an investigation. Preserve the product, packaging, instructions, batch or lot information and relevant records. Testora may coordinate an assessment with the manufacturer or other responsible economic operator and may require samples to be handled in a specified way.
4. Return authorisation
A return requires written authorisation and the return reference, address, carrier instructions and packaging requirements supplied by Testora. Authorisation does not by itself confirm that a credit or refund is due. Unauthorised returns may be refused or held at the sender’s risk and cost, subject to applicable law.
5. Products normally ineligible for discretionary return
Unless Testora agrees otherwise or the product is defective, damaged or incorrectly supplied, we normally cannot accept products that are opened, used, unsealed, sterile, temperature-sensitive, customised, private-label, specially sourced, short-dated, expired, damaged after delivery or no longer in a fully resalable condition. Traceability and storage history may be required before any medical, diagnostic or protective product is accepted back into stock.
6. Discretionary return of resalable products
If Testora agrees to a discretionary return, the products must be unused, unopened, complete, in original undamaged packaging and stored and transported according to the labelled conditions. The customer bears return cost and transit risk unless Testora agrees otherwise. A reasonable restocking or inspection charge applies only where disclosed and agreed before the return.
7. Assessment and remedies
Testora will assess the information and, where relevant, the returned product. Depending on the circumstances and applicable contract or law, Testora may correct the error, replace the product, issue a credit note, refund the affected amount or reject the claim with reasons. A refund is made through the original method or the customer account where practicable and does not include unrelated costs unless agreed or legally required.
8. Recalls and safety actions
Products subject to a recall, field safety corrective action or other safety instruction must be quarantined and handled exactly as directed. Customers must cooperate with traceability, notification and reconciliation requests and must pass relevant safety information to recipients where required.
9. Records and data
Testora may retain claim, batch, correspondence and resolution records for quality, traceability, legal and regulatory purposes. Personal data is handled under the Privacy Policy.
10. No limitation of mandatory rights
Nothing in this policy excludes or limits rights or remedies that cannot lawfully be excluded in a business contract. The B2B Terms and Conditions of Sale also apply.