Refund policy
Withdrawal, Returns, Exchanges and Refunds Policy
Last updated: 28 July 2026
This policy applies to products purchased directly from:
The seller is:
Qualiteam s.r.l.
Via Torino 12
10010 Burolo (TO), Italy
VAT number: IT09120770012
REA: TO-1026079
Email: info@qualiteam.com
Telephone: +39 0125 54691
This policy does not apply to products purchased from Amazon, another marketplace, a pharmacy, hospital, distributor or other third-party seller. In those cases, please contact the seller from whom you purchased the product.
1. Consumers and business customers
The statutory right of withdrawal described below applies to consumers: individuals purchasing for purposes unrelated to their commercial, professional, trade or business activity.
Returns by hospitals, clinics, distributors, healthcare professionals purchasing for professional purposes and other business customers are governed by the applicable sales agreement and require Qualiteam’s prior written agreement.
Nothing in this policy limits any mandatory rights that apply under the law of the consumer’s country of residence.
2. Statutory right of withdrawal for consumers
Subject to the exceptions described below, a consumer may withdraw from an online purchase without giving a reason within 14 days.
The withdrawal period begins on the day on which the consumer, or a third party designated by the consumer other than the carrier, acquires physical possession of the product.
For an order containing multiple products delivered separately, the period begins when the last product is received. For a product delivered in multiple lots or pieces, it begins when the last lot or piece is received.
It is sufficient for the consumer to send the withdrawal communication before the 14-day period expires.
3. How to exercise the right of withdrawal
The consumer may exercise the right of withdrawal in any of the following ways:
Online withdrawal function
Use the prominently displayed “Withdraw from contract here” function on the website where the purchase was made:
After the online withdrawal statement is submitted, Qualiteam will send confirmation of receipt without undue delay by email or another durable electronic means.
Email or written communication
Send a clear statement confirming the decision to withdraw to:
Email: info@qualiteam.com
or by post to:
Qualiteam s.r.l.
Via Torino 12
10010 Burolo (TO), Italy
The consumer may use the withdrawal form at the end of this policy, but use of that form is not mandatory.
The communication should preferably include:
- the consumer’s name and contact details;
- order number;
- product being returned;
- date of order and date of delivery; and
- email address to which confirmation should be sent.
Qualiteam may provide a Return Authorisation Number and return instructions to facilitate identification and processing. A Return Authorisation Number is an administrative aid and is not a condition for validly exercising the statutory right of withdrawal.
4. Hygiene-sealed, single-patient products
Qualiteam-manufactured postoperative supports, medical garments and related patient-contact products are intended for multiple use by one patient only.
Where such a product is:
- supplied in hygiene-sealed packaging;
- expressly identified before purchase as a hygiene-sealed product; and
- unsuitable for return after opening for genuine hygiene or health-protection reasons,
the statutory right of withdrawal is lost if the consumer opens the hygiene seal after delivery, in accordance with Article 59(1)(e) of the Italian Consumer Code.
This is because, after the hygiene seal has been opened, Qualiteam can no longer reliably guarantee that the product has not been tried on, worn or exposed to skin, a postoperative area, a wound dressing or bodily fluids. The product therefore cannot safely be supplied to another patient.
What counts as opening the hygiene seal
The hygiene seal is the tamper-evident closure or sealed product packaging which cannot be opened without irreversible and visible damage.
Opening only the courier envelope, shipping carton or other external transport packaging does not constitute opening the hygiene seal.
Before opening the hygiene seal, please verify the following information shown on the outside of the sealed package:
- product name and model;
- size;
- colour, where applicable;
- quantity; and
- whether the product corresponds to the order.
If the hygiene seal appears damaged or already open on delivery, do not use the product. Contact Qualiteam as soon as reasonably possible and provide photographs of the package and seal.
The hygiene-seal exception does not limit the consumer’s rights where the product is defective, damaged, unsafe, not as described or different from the product ordered.
Products that are not identified before purchase as hygiene-sealed products remain subject to the ordinary withdrawal rules and any other applicable exception.
5. Custom-made and personalised products
The statutory right of withdrawal does not apply to products manufactured to the consumer’s individual specifications or clearly personalised, including genuinely custom-made sizes or configurations.
Choosing from Qualiteam’s standard sizes, colours or standard product options does not by itself make a product custom-made.
The product page or quotation will identify a product as custom-made or personalised before the order is placed.
This exception does not affect rights relating to defects, damage, incorrect manufacture or lack of conformity.
6. Returning products following withdrawal
After communicating the decision to withdraw, the consumer must send the return without undue delay and no later than 14 days after that communication.
Qualiteam will provide the correct return address and, where applicable, a Return Authorisation Number. Products should not be sent to the registered office unless Qualiteam expressly instructs the consumer to do so.
The consumer bears the direct cost of returning products following an ordinary statutory withdrawal, unless Qualiteam has agreed to bear that cost.
We recommend using a tracked shipping service and retaining proof of dispatch. Qualiteam does not accept returns sent cash on delivery.
The product should be packaged adequately to prevent damage in transit. The original courier carton is not mandatory for a statutory withdrawal, but the hygiene seal must remain intact where the hygiene exception applies.
7. Inspection and diminished value
For products that are not subject to the hygiene-seal exception, the consumer may inspect the product only to the extent necessary to establish its nature, characteristics and functioning, in the same way that would reasonably be permitted in a physical shop.
Where legally permitted, the consumer may be responsible for any reduction in value caused by handling beyond what is necessary for that purpose.
For hygiene-sealed single-patient products, opening the hygiene seal has the consequences described in Section 4 rather than merely giving rise to a reduction for diminished value.
If a hygiene-sealed product is returned with its seal opened and no defect or lack of conformity is alleged, Qualiteam will contact the customer regarding return delivery of the product at the customer’s expense.
8. Statutory withdrawal refunds
Following a valid statutory withdrawal, Qualiteam will refund:
- the price paid for the returned product; and
- the original delivery cost up to the cost of the least expensive standard delivery method offered for the order.
Qualiteam is not required to refund additional delivery costs resulting from the consumer choosing an expedited, premium or more expensive delivery method.
The refund will be made without undue delay and no later than 14 days after Qualiteam is informed of the withdrawal. Qualiteam may withhold the refund until it receives the returned product or the consumer supplies evidence of having dispatched it, whichever occurs first.
The refund will be made using the same payment method used for the original transaction unless the consumer expressly agrees otherwise. No fee will be charged for the refund.
Where only part of an order is returned, delivery costs will be refunded only to the extent required by applicable law.
9. Additional 30-day unopened-product return guarantee
In addition to the statutory rights described above, Qualiteam offers consumers a voluntary 30-day return period for eligible unopened products purchased directly from Qualiteam.com or Callabyqualiteam.com.
To qualify:
- the return must be requested within 30 days after receipt;
- the product must be unused;
- the hygiene seal must be completely intact;
- the product must remain in its original product packaging;
- all components, accessories and instructions must be included; and
- proof of purchase must be provided.
Custom-made or personalised products are excluded unless Qualiteam expressly agrees otherwise.
Under this voluntary guarantee:
- the consumer bears the return shipping cost;
- the original delivery charge is not refundable unless required by mandatory law;
- premium delivery charges, customs charges and other third-party charges are not refundable; and
- the refund will be processed after receipt and inspection of the product.
A return request made within the first 14 days will be handled under the statutory withdrawal rules whenever those rules give the consumer more favourable rights.
This voluntary guarantee does not replace or restrict the statutory right of withdrawal or the legal guarantee of conformity.
10. Size and product exchanges
An unopened product with an intact hygiene seal may be exchanged for another standard size or model within 30 days after receipt, subject to availability.
The customer bears the cost of returning the original product and, unless otherwise agreed, the delivery cost for the replacement product.
An exchange may be processed administratively as a return and refund followed by a new order.
An opened hygiene-sealed product cannot be exchanged merely because the customer selected the wrong size, model or colour. Consumers should therefore consult the size guide and verify the information on the external label before opening the seal.
If Qualiteam supplied a different size, model or product from the one ordered, Qualiteam will arrange the appropriate remedy at no cost to the consumer.
11. Damaged, incorrect or non-conforming products
Withdrawal is different from making a claim about a defective, damaged or non-conforming product.
For purchases by EU consumers, Qualiteam is responsible for a lack of conformity that existed at delivery and becomes apparent within the statutory legal-guarantee period.
Depending on the circumstances and applicable law, the consumer may be entitled to:
- repair or replacement;
- an appropriate price reduction; or
- termination of the contract and a refund.
Opening the hygiene seal does not remove these rights.
If a product arrives damaged, is incorrect, appears defective or is not as described, contact Qualiteam as soon as reasonably possible at info@qualiteam.com. Please provide:
- order number;
- description of the issue;
- photographs of the product, packaging and hygiene seal; and
- lot, batch or UDI information shown on the product label, where available.
Qualiteam may ask the consumer not to use the product and to retain all packaging while the matter is assessed. Where the claim is accepted, Qualiteam will bear the necessary return and replacement delivery costs.
A request to report transport damage promptly helps Qualiteam investigate the carrier, but failure to report within a short voluntary period does not remove the consumer’s mandatory legal rights.
12. Clinical suitability and healthcare advice
Consumers should consult their physician or another qualified healthcare professional before purchasing or using a postoperative support where appropriate.
A later change in the recommendation of a healthcare professional does not remove a statutory withdrawal right that is still available. However, it also does not restore a right of withdrawal that has already been lost because an applicable hygiene seal was opened.
The hygiene-seal exception does not prevent a claim where the product is defective, unsafe or not in conformity with the contract.
13. Cancelling an order
Contact Qualiteam immediately if you wish to cancel an order before dispatch. If the order has not yet been dispatched, Qualiteam will normally cancel it and refund the payment.
If the order has already been dispatched, the statutory withdrawal and return rules in this policy apply.
Refusing delivery or failing to collect a parcel does not by itself provide Qualiteam with all the information necessary to identify a statutory withdrawal. The consumer should also submit a clear withdrawal statement using the online function, email or online form.
14. Purchases outside the European Union
For customers outside the European Union, the voluntary 30-day unopened-product guarantee applies, subject to any more favourable mandatory rights under the law applicable to the consumer.
Unless the return results from Qualiteam’s error or an accepted defect claim, the customer is responsible for:
- return shipping;
- appropriate tracked transportation;
- return customs documentation; and
- any customs, import or handling charges associated with the return.
Import duties or taxes paid directly to customs authorities are not collected by Qualiteam and may need to be reclaimed from the relevant authority.
15. Contact and complaints
For questions about withdrawal, returns, exchanges, damaged products or the legal guarantee, contact:
Qualiteam s.r.l.
Via Torino 12
10010 Burolo (TO), Italy
Email: info@qualiteam.com
Telephone: +39 0125 54691
Please include the order number in all correspondence.
Withdrawal Form
Complete and return this form only if you wish to withdraw from the contract.