Orders and Enquiries Orders & Enquiries
Osteotec Ltd
Building 81
Greenham Business Park
Newbury
Berkshire
RG19 6HW
Tel: +44(0) 1202 487885
Fax: +44(0) 1202 487886
Web: www.osteotec.com
Email: sales.uk@osteotec.com
The Customer is responsible for ensuring that the terms of any order placed are accurate and will provide any relevant information relating to the products or services within a reasonable time scale to allow Osteotec Ltd to carry out the agreement in accordance with its terms.
Orders that have been accepted by Osteotec Ltd may not be cancelled by the Customer unless written agreement has been given.
UK Orders
All orders will incur an agreed delivery charge regardless of the order value unless a prior written agreement is in place by Osteotec.
International Orders
All deliveries outside of the UK will incur the delivery charges applicable to the shipping of products from the UK to the Customer’s delivery address.
Price and Payment
All prices quoted are exclusive of VAT.
Payment will be made by the Customer within 30 days of the issue of the invoice unless otherwise agreed in writing by an authorised Osteotec Ltd representative.
Delivery – UK Orders
Orders received at the office by 3pm will normally be delivered during the next business working day but normal delivery can take 1-2 working days.
Delivery – International Orders
Orders received from outside the UK will be delivered as soon as commercially practicable depending on method of delivery agreed with the Customer.
Special Delivery Charges – UK Orders only
Special deliveries are charged at the agreed rate. These options are noted below:-
- Next Day before 9.00 a.m.
- Next Day before Noon.
- Saturday Delivery
Same day delivery may be possible but will incur higher delivery charges to the Customer as the products and/or instruments will have to be sent by a same day courier. These will be advised and agreement from the Customers obtained prior to the booking being made.
Dates quoted for delivery are approximate and the Company will not accept loss caused by late or non-delivery.
Any claims by the Customer for non-delivery of agreed delivery orders, damage or short delivery must be notified to Osteotec Ltd in writing within 7 days of when the agreed delivery was due.
Risk of damage or loss passes to the Customer at the time of delivery.
Customer Obligations
The Customer will use and maintain the products and instruments in accordance with specifications issued by Osteotec Ltd.
The Customer is responsible for complying with all regulatory requirements applicable to them.
Returns
Products may not be returned without written consent from Osteotec Ltd. No prescriptive, special, modified, discontinued, unsterile, opened, damaged or defaced products or consumables may be returned. Products accepted for return are subject to a handling fee of 20% of the price of the order exclusive of VAT.
All costs of returning the product to Osteotec Ltd will be borne by the Customer. Products are returned at the risk of the Customer and any damage caused in transit will be charged to the Customer. All returned products must be accompanied by the original packaging and packing note with the reason for the return of the products.
All returned products must be returned within 7 days of the date of delivery of the original order (or as soon as commercially practicable thereafter in respect of products being returned from outside the UK).
All explanted or contaminated implants, soiled products and loan kits must be returned with the appropriate Decontamination Certification and in accordance with relevant regulatory requirements. Osteotec Ltd reserves the right to charge for processing in accordance with regulatory requirements if such implants, consumables or products are not decontaminated in accordance with regulatory requirements.
Terms and Conditions for Loan Kits
A loan carriage charge and loan hire charge is payable for all loan kits unless pre-agreed in writing by Osteotec. These charges become applicable as soon as the loan kits are despatched from Osteotec premises for a surgery whether subsequently used, unused or cancelled.
Kit charges are per procedure and any subsequent replenishment will carry an additional charge.
We will deliver the kit up to 2 days prior to the scheduled procedure date, and wherever possible we will deliver loan kits on the morning before the scheduled procedure. In the event that a loan kit is requested to be delivered more than 2 days prior to the scheduled procedure date, an additional charge of £100 per day shall apply.
For loan kits being returned within the UK, return collection will be made within 2 days of the original operation date specified, on or before 2pm on such collection date. In the event that a loan kit is requested to be collected more than 2 days of the original operation date or after 2pm on the collection date, an additional charge of £100 per day or late collection (as applicable) shall apply and Osteotec Ltd shall also be entitled to charge the Customer for all same-day carriage charges incurred in connection with the return of the Loan. In the event that the return collection of a loan kit is unsuccessful for any reason, all carriage costs incurred by Osteotec Ltd in connection with the unsuccessful collection shall be payable by the Customer.
For loan kits being returned from outside the UK, loan kits must be returned within 7 days of the original operation date specified, or as soon as commercially practicable thereafter. In the event that a loan kit is not returned within this time period, an additional charge of £100 per day shall apply.
It is the Customer’s responsibility to ensure that all kits are ready for collection and returned in the original outer packaging in which they were delivered, following any instructions provided and using the enclosed address labels. Any damage will be invoiced. Failure to return any tote within which the loan kit was delivered to the Customer shall result in the Customer being charged a fee of £50 per unreturned tote.
It is the Customer’s responsibility to clean, sterilise and decontaminate all instruments according to current legislation and ensure a valid Certificate of Decontamination is completed and returned to Osteotec Ltd. Any items returned dirty will be returned by Osteotec Ltd back to the Hospital to decontaminate. All carriage costs incurred by Osteotec as a result of kit being returned dirty shall be payable by the Customer. A daily charge of £100 shall also apply until the instruments are returned in a clean, sterile and decontaminated state (to Osteotec’s reasonable satisfaction) with a valid Certificate of Decontamination. In the event that the Hospital refuses or is unable to clean, sterilise and decontaminate the instruments to Osteotec’s satisfaction, the Customer shall pay a £200 administration fee and all re-cleaning, sterilisation and decontamination costs incurred by Osteotec in connection with such instruments.
We aim to provide all our loan kits complete, however, on the rare occasion when this is not possible, we will highlight any missing items on the checklists provided.
Any items not reported as missing upon receipt and/or prior to return, or not returned to Osteotec Ltd, will be charged to the Customer at list price.
Issue 7