Frequently asked questions
Process of placing an order, shipments, deliveries, returns, refunds, payment, prices, changes, order cancellation, and useful information
Orders and my account
YES. All purchases made on our online store are 100% secure.
At Dh Medical Material, we are committed to ensuring the highest security in online payments. Your bank data is protected and encrypted using the most advanced technology, which makes sending your data to the Secure Server of banks much safer than paying at a gas station, restaurant, etc. Your bank data will be sent to our server in an encrypted form through the SSL (Secure Socket Layer) protocol and will be transmitted in a completely secure environment to our bank. At no time do we record this data.
If you wish to place an order, follow these steps:
Placing an order is as simple as selecting the products, the desired quantities of each one, and adding them to the cart.
At that moment, for users already registered, you need to identify yourself with your email and password.
For unregistered users, fill in the requested fields for both delivery and billing (Name, address, phone, email, etc.). In this way, your account is automatically created and you can always view aspects related to the order and place new orders using the email and password.
Subsequently, choose the desired payment method, accept the conditions and continue.
To view the content of your basket, click on the basket icon in the top right corner of our page. All items that have been added to the basket will be displayed.
At any time you can change the desired quantity of a product by modifying the current quantity and/or remove any product using the trash can icon located next to the photograph.
The price will be updated accordingly.
To add more quantities of a product, simply change the number of units you need in the box where the current quantity is shown.
If what you need is a different new product, you can continue browsing the web and choose the desired products without losing what the basket already contains.
Within the shopping basket, you can remove any item using the trash bin icon found on the left side of each line (right next to the product's photo).
At that moment, a box will open to confirm that you really want to remove the item and that you did not click the icon by mistake.
The availability of products on the web changes constantly and reflects the real-time situation. While browsing, other users may be buying the same item and this can affect availability and delivery times.
The offers on the web are dynamic and vary over time. Having the product in the basket does not mean that the price will stay the same. We recommend that when you see a product you are interested in, buy it as soon as possible to benefit from the special price.
After completing the purchase process, an order confirmation with all the details of your purchase, your shipping address, and the items you have chosen. You can print or save your order confirmation as proof. You will also receive an order confirmation by email, which will be proof that we have received your order and you can access the details of your order by going to the MY ACCOUNT section. (Please make sure you have entered your email address correctly so we can send you the order confirmation).
If you change your mind about your purchase, you have the option to cancel your order. As long as your package has not yet been prepared in our warehouse and shipped, you will have the option to cancel. To cancel your order, please contact our Customer Service department by phone at 938643707 or by email at info@dhmaterialmedico.com. If you have received your products, you can return them, for that, please refer to our return policy.
If you wish to modify your order or add a product, please contact our Customer Service department by calling 938643707 or by email at info@dhmaterialmedico.com. If your order has not yet been prepared in our warehouse or has not been shipped, you can still modify it.
If you want to make a claim about your order, you can contact our customer service through WhatsApp, chat, by phone at 938643707, or by email at info@dhmaterialmedico.com.
If you have forgotten your password, you will need to enter your email address and click on "send". You will receive an email with a link (please note that this email may take some time to arrive and may appear in your spam folder). Click on the link in the email when you receive it, and you will be asked to enter a new password.
Yes, at the moment an order is confirmed, an email is received with the tracking information. You can also always find all the information about your order by logging into MY ACCOUNT.
On our website, you can find a multitude of products. For greater satisfaction, many of them are in permanent stock while others are ordered from manufacturers "on request". On the website, under each product you can see the inscription "product in stock" for all those products with stock available in our warehouses. For those products that are not in stock, an inscription appears "approximate delivery time 3-5 days, 5-10 days, 10-20 days,..." These delivery times are based on our experience with our suppliers and are indicative times that may suffer some small variation. In case of large variations, our customer service department will contact you as soon as we are informed of such an incident.
It should be noted that the delivery date of the order corresponds to the delivery date of the product with the longest delivery period. In other words, if one item is in stock and another takes 10 days, the order will be delivered together in 10 days. Exceptionally, depending on the order and the products purchased, dh medical material will make more than one delivery without this implying any additional cost. On the contrary, if you wish to have it sent in more than one delivery, you can request it from our customer service department and we will inform you in case this option involves additional costs.
Please note that the delivery date is determined by the product availability, the chosen delivery service and the payment. The delivery date does not take into account weekends and local holidays. In addition, orders received in the afternoon after our offices close, are processed the next day. Within Spanish territory, delivery times once the order leaves our facilities are 24-72 hours for the peninsula and 3-4 days for the Balearic Islands and approximately one week for the Canary Islands, Ceuta and Melilla. For the rest of Europe, the minimum delivery times are 3-10 days depending on the destination country. We strive to meet the indicated delivery dates and we will inform you if the delivery suffers any significant delay.
Please note that the delivery date is determined by the product availability, the chosen delivery service and the payment. The delivery date does not take into account weekends and local holidays. In addition, orders received in the afternoon after our offices close, are processed the next day. Within Spanish territory, delivery times once the order leaves our facilities are 24-72 hours for the peninsula and 3-4 days for the Balearic Islands and approximately one week for the Canary Islands, Ceuta and Melilla. For the rest of Europe, the minimum delivery times are 3-10 days depending on the destination country. We strive to meet the indicated delivery dates and we will inform you if the delivery suffers any significant delay.
Dh medical material offers many products that are health products. This type of product can only be purchased and used by properly qualified professionals with authorization to use. The rest of the products can be purchased privately.
Unfortunately, an invoice cannot be changed once it has been issued. When placing your order, make sure to indicate the correct information you want on your invoice. It is important that you verify that the tax information and the VAT number are correct. If you wish to include your company's details on the invoice, when placing your order, indicate your company's name and VAT number. In this way, your company's information will appear on the invoice.
If you can't find the "buy button" for the selected item, it means that the product is not available or we can't deliver it to your country. Don't hesitate to contact us at any time, we can help you find your perfect item! In those cases, you will see a "check availability" inscription.
Our minimum price guarantee is your assurance that whenever you buy any product in our stores, you get the best deals.
In the MY ACCOUNT section, you have access to the personal data included when you register on our online store, information about all the orders you have placed, and your preferences for subscribing to newsletters and email notifications. When you place an order, you can access MY ACCOUNT using your email and password.
Shipments
You can change your delivery address if your order has not yet been shipped. To modify your address, you need to directly contact our customer service department. However, it is always advisable to provide the desired delivery details at the time of placing the order.
If you make a purchase as a company and have an international VAT number, it is possible to deduct VAT from your invoice. To do this, we ask you to place the order with all your company's information and indicate in the observations that you have intra-community VAT. Once your order is sent, the VAT will be deducted from your invoice and you will receive a refund of the difference in the same payment method you used when placing the order.
You can check the status of your order at any time by accessing MY ACCOUNT as a customer, in the ORDER SUMMARY section. In addition, when your order has been shipped, the information related to the tracking of the package will appear so you can check the status of the shipment at any time, and you will receive an email or SMS with the information to track it. The order statuses are as follows:
- Pending: Indicates that the order has been placed correctly and is pending processing.
- In process: Indicates that the order has been processed by our customer service department and that you will receive it within the stipulated period according to the delivery dates that correspond to the included items.
- Partially shipped: Indicates that part of the order has been shipped. On the delivery note, you can see which items have been shipped and which are pending.
- Fully shipped: Indicates that all items in the order have been shipped.
At DH Material Medical, we ship our products to mainland Spain, the Balearic Islands, the Canary Islands, Ceuta and Melilla, Andorra, France, Switzerland, Germany, Austria, Belgium, the Netherlands, Luxembourg, Italy, Ireland, Portugal, Denmark, Sweden, Finland, Estonia, Latvia, Lithuania, Poland, the Czech Republic, Slovakia, Hungary, Slovenia, Croatia, Romania, Bulgaria and Greece.
You can place your order directly through our online store for deliveries within these countries. If your country does not appear on the list shown when placing an order, please contact us and we will confirm whether we can arrange delivery. Please note that some of our products cannot be shipped to certain destinations due to specific regulations.
For orders outside the European Union, please contact our customer service department. In these cases, shipments are handled exclusively on an ex works basis: the goods are made available at our premises, and it is the customer's responsibility to arrange collection and handle the customs procedures for the destination country.
You can place your order directly through our online shop for deliveries to these countries. If your country does not appear in the list available when placing an order, please contact us and we will confirm whether we can arrange the shipment. Please note that some of our products cannot be shipped to certain destinations due to specific regulations.
For orders outside the European Union, please contact our customer service department. In these cases, shipments are made exclusively under ex-works terms: the goods are handed over at our offices, and the customer is responsible for arranging collection and customs procedures at the destination country.
At the time of shipment, we send the invoice to the email you provided us. You can also download a copy of your invoice by logging into MY ACCOUNT. The invoice will be available once your order has been shipped.
Once your order has been shipped, you will receive an email or SMS from the shipping company to notify you that your package has been shipped, and to be able to track the package. In addition, if you go to MY ACCOUNT, in the ORDER SUMMARY section, you also have detailed information to track the shipment at any time you need.
The shipping costs are automatically calculated during the purchase process, based on the destination and the weight of the order. You will be able to consult it before confirming and paying for your order.
The shipping costs depend on the country where the package is sent and the volume and weight of the items. For shipments in Spain within the peninsula, no additional charge for shipping is applied to those orders whose taxable base is equal to 100 € (before VAT). For orders less than 100€ (before VAT), the amount of shipping costs is 7€ (+VAT). For orders outside of mainland Spain, shipping costs are automatically calculated based on the destination and the products included in the cart.
The shipping costs depend on the country where the package is sent and the volume and weight of the items. For shipments in Spain within the peninsula, no additional charge for shipping is applied to those orders whose taxable base is equal to 100 € (before VAT). For orders less than 100€ (before VAT), the amount of shipping costs is 7€ (+VAT). For orders outside of mainland Spain, shipping costs are automatically calculated based on the destination and the products included in the cart.
If you are not at the address you provided us at the time the package arrived, the courier will deliver the package to the person you have authorized for delivery or will leave it in a safe place. If in the end the courier cannot make the delivery, they will leave you a notice to contact the courier office and agree directly with them on another schedule. The courier will make 2 delivery attempts. If no one can receive the package at the provided address, the package will be returned to our facilities and once we receive it, the corresponding refund will be made. However, if you have not received any note, please contact the shipping company and provide them with your shipment number. You can find this information by accessing MY ACCOUNT in the ORDER SUMMARY section.
All orders are insured by our transport insurance, in case you do not receive your order or you receive it with some damage you can contact us. In the case of damage caused during transport, we recommend that when signing the delivery note from the carrier you indicate the observed damages or "PENDING REVIEW".
It is very important that when you receive the packages, you visually inspect them to verify that they are in perfect condition and to ensure that the number of packages delivered matches the number of packages stated in the delivery document. Please, note any anomaly detected in the delivery document and contact us so we can be aware and handle the incident.
It is possible that we may have the package returned because the courier could not deliver the package to your address. In that case, we will contact you to find out the reason for the return. If the package could not be delivered, it may be for the following reasons: - The address is incorrect. - No one was able to pick up the package at the pickup point. - The package was rejected by the customer.
Yes, your shipping address can be different from your billing address. When placing the order, make sure to enter your correct and complete addresses. The address in the billing information must match the address associated with your CIF or NIF.
Once the package has been sent to the customer, there is no way to stop it. Every day the transport companies come to pick up the packages between 9.00 and 14.00. All orders prepared before this time will be sent and we cannot stop them. If you wish to cancel an order before it has been sent to you, we will refund the money you paid for the products, including shipping costs.
- At the time of placing your order
- At the time of preparing your package
In case the tracking of your package indicates that it has been delivered but you do not have the package, contact our Customer Service department so that we can manage your incident through the contact phone number 938643707 or via email at info@dhmaterialmedico.com.
The products are delivered door-to-door. That is, it is not mandatory for the driver to carry the products up to any floor or inside the house. If you want any of these services, contact us so we can provide an additional quote for the service.
The normal delivery service is not scheduled. That is, carriers go along the route and deliver goods throughout the day. Despite this, you can call the transport agency and try to arrange the delivery with them. If you want the scheduled delivery service, just place the order and contact us so we can make an economic assessment of the service.
The service can be hired additionally and entails a cost. This service is not offered in all territories or for all items and also depends on other factors. If you are interested, contact our customer service.
Changes and returns
If you are not satisfied with any of the products you have purchased, you may withdraw, in whole or in part, from the purchase of the product within a maximum period of fourteen (14) calendar days from delivery, in accordance with applicable legislation. To make a return, please contact our Customer Service department at the contact number 938643707 or by email at info@dhmaterialmedico.com and we will guide you on how to proceed with your return.
Those products made according to the specifications of the customer or clearly personalized. Please note that personalized products are created exclusively for you. This means that you will not be able to return them. For hygiene and health reasons, those products that are likely to be in contact with the skin, food products and products that have been unsealed after delivery cannot be returned. Products that at the time of purchase show a different delivery time to "Product in stock, …". In these cases, it is understood that it is a product purchased on demand and DH Medical Material reserves the right not to accept the return of the same. In any other case, you have 14 days to return the products, provided they have not been used and are in perfect condition. Please note that products must be returned with their original box and original labeling.
You can return any item within 14 days, as long as the item(s) are in perfect condition (unused, with tags, in their original packaging). To initiate a return, please contact our Customer Service department by calling 938643707 or by email at info@dhmaterialmedico.com. You can send us the products to return by the method you prefer to the following address: Avinguda de l'Ebre nave 3, 08184 Palau-solità i Plegamans, Barcelona. If you wish for us to arrange the collection of the merchandise, please get in touch with our customer service department and send us pictures of the material to return before and after packaging to verify that the material is in perfect condition before being picked up by the transport company. In these cases (and for merchandise up to 40 Kg or 0.3 m3 in volume) the return cost is 15 € + VAT plus 1.5% of the product amount for all-risk insurance. For returns with more volume or greater weight, the return cost will depend on the items to return, we will indicate the corresponding cost in each case when you contact our Customer Service department.
The time elapsed from when your package is sent until it arrives at our warehouse depends on the courier service you select for your return. However, we will inform you directly by email once your refund has been processed.
You can return any item within 14 days, as long as the item(s) is/are in perfect condition (unused, with tags, in its original packaging). To initiate a return please contact our Customer Service department by phone at 938643707 or by email at info@dhmaterialmedico.com.
To return an item you just need to submit a return request through MY ACCOUNT.
We strive to always provide you with the best possible service and ensure you receive the items you have ordered. However, if you receive an item that you did not order, please contact our Customer Service department via the contact number 938643707 or by email at info@dhmaterialmedico.com.
We strive to always provide you with the best possible service and ensure that you receive the items in perfect condition. However, if the product is damaged during shipping or if you receive a defective product, please contact our Customer Service department via the contact number 938643707 or by email at info@dhmaterialmedico.com.
Return the items always in their original packaging and in perfect condition. Returned items must include tags and any original packaging, and be returned in perfect condition (unused and with tags). Use a different, new package/box to ensure that no labels or tape stick to the product's original packaging. Make sure the product(s) are well protected and place the return label on the outside of the packaging and send the package to the following address: Avinguda de l'Ebre nave 3, 08184 Palau-solità i Plegamans, Barcelona. You can include a copy of the delivery note that we sent you with your order to help us identify your return more quickly. Once our returns department receives and inspects your return, the refund will be processed and will automatically apply to your original credit card or payment method. Please note that depending on your bank, it may take an additional 2 to 10 business days after the refund is made for the money to appear in your account. Of course, we will inform you directly by email, once your refund has been processed.
Once we process your return, we will refund your money and send you a confirmation email. We will refund the amount according to the payment method you used when placing the order.
Please return the products in their original packaging/box. All returns must be sent with all the documentation and accessories they came with, such as tags, instruction manual, accessories, etc. Please do not stick tape or stickers on the original product box. This original box should be protected with an external packaging or box to prevent damage during transport. If for some reason you do not have the original box and want to return the item, please contact us before sending the package.
When the delivery is made, it is important that you examine the package for signs of damage, loss or theft. If the package is open and/or damaged, and the content also seems to be damaged, make sure to open and check the content in front of the delivery person. If the content is indeed damaged or the package is incomplete, you should reject the order or indicate on the delivery confirmation that you are not satisfied with the condition of the package. Be sure to contact our customer service to report the incident. The driver's verbal acknowledgment cannot be used as proof of your claim.
Payment methods
We offer various payment alternatives for you to choose the one that suits you best. The main payment methods are credit and debit card, PayPal, Sequra, Bank Transfer, and Bizum. All of them are guaranteed and completely safe. Keep in mind that the payment methods offered may vary depending on the destination country. Once you have added all the items to your shopping cart and have selected the shipping method, all available payment methods will be displayed.
We make your purchases easier. Purchases from 50 to 3,000 euros can be financed in three ways: 3 months interest-free. In this case, we take care of the financing fees and interest. 6 or 12 months with interest. In this case, the costs are on us but you will have to pay the interest. The amount of interest for each order is shown on the website. These purchases can be financed through the Sequra online payment system. To pay with Sequra follow the following steps: Step 1: add products to your basket and select "Sequra" when you make the payment Step 2: enter some personal data and you will instantly know if your payment is approved Step 3: Sequra will send you a confirmation by email and reminders when it's time to pay and you can manage your orders and payments through the Sequra app.
At DH Medical Material, we collaborate with various credit entities. This type of financing is carried out outside of the website. For these types of financing, please contact our customer service department.
YES! All purchases made on our website are 100% secure. Dh medical material devotes its utmost attention to online payment security. Your bank details are protected and encrypted by the most advanced technology, so it is much safer to send your data to the Secure Server of banks than to pay at a gas station, restaurant, etc. Your bank details will be sent to our server in encrypted form through the SSL (Secure Socket Layer) protocol and will be transmitted in a completely secure environment to our bank. We do not record this data at any time.
Please check that your credit card number and expiration date are correct. Also, please note that we accept Visa, Master, American Express, JCB, Diners, and Unionpay cards for credit card payments. Sometimes, your bank may withhold money on your card for a while for security reasons, especially if you do not make online purchases very often; if you have attempted to make multiple purchases in a short period of time; or if your card is very new. We recommend that you call your bank to notify them that you have attempted to make a purchase at an online store. This way they can confirm your identity and authorize its use. In any case, if the error messages are coming from your bank and not from our store, we recommend that you call your bank first for more information on the matter.
All prices are expressed in Euros and are shown without taxes. In addition, in our online store prices are also displayed including the Value Added Tax (VAT) for mainland Spain and the Balearic Islands. The Canary Islands, Ceuta and Melilla are exempt from VAT, in these territories the customs clearance fees and import taxes will be borne by the customer. In the rest of the countries, it will depend on the area, the VAT and the customs clearance fees and import taxes will be borne by the customer, if applicable. - For orders that are shipped to countries within the European Union, VAT is already included in the prices of the products you see on our website. Except the Canary Islands, Ceuta and Melilla, where VAT is not applied to orders made by customers from these areas. All those customers who are registered in the (VIES of Intra-community VAT) system must contact us or write it as observations so that we can refund the VAT.
No. All expenses will be indicated in your shopping basket before finalizing the order and will also include shipping costs and other charges. Except for areas that have some additional costs, such as: Canary Islands, Ceuta, Melilla, etc. (Additional costs must be paid to local authorities*). For customers outside the European Union, the prices indicated for shipping costs do not include possible additional costs for customs and taxes, which in any case, will be paid at the destination by the recipient of the goods.
Once we have received your payment, we will immediately send your order if all the products are in stock. We will also send you a confirmation email when the shipping process has started.
PayPal is a secure payment method for online buyers or businesses to send money. As of today, PayPal has 100 million members in 190 countries and regions. One advantage of using the PayPal service as a payment method is that it offers the fastest and most secure service and contains an insurance policy for its customers with credit card and financial information.
To sign up for PayPal, you must go to the following link and follow the instructions by Clicking here
Sequra is a payment system that allows you to finance your payments up to 12 months for orders from 50€ up to a maximum of 3,000€. To pay with Sequra, follow these steps: Step 1: add products to your basket and select "Sequra" when making the payment. Step 2: enter some personal data and you will instantly know if your payment is approved. Step 3: Sequra will send you a confirmation by email and reminders when it is time to pay and you can manage your orders and payments through the Sequra application.
Others
We offer you our customer service team to address your questions or requirements. You can contact our customer service through WhatsApp, chat, by phone at 938643707, or by email at info@dhmaterialmedico.com.
We invite you to write a review about the item you have purchased on our website, your comments help us improve our catalog and help other buyers make the right decision. You can write a review from the email you will receive from the Trusted Shops platform.
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