Returns
Returns
Are you not satisfied with the product, or does it no longer work properly? Then we will sort it out! We are happy to explain to you how it works.
How can I return or exchange a product?
- Please use our right-of-withdrawal form to return a product. https://www.steri24.de/info/Widerrufsrecht-und-Muster-Widerrufsformular.html
- As soon as we have processed your return request, you will receive an email or a phone call from us to confirm your return. You then have a further 10 days to send your product back in its original condition with packaging.
- Please use the original box to pack the product.
- On request, we will organise a return transport for you. Alternatively, you can also commission the postal service or a freight forwarder with the delivery.
The return address is:
CertoClav Sterilizer GmbH
Peintner Str. 10
4060 Leonding
Austria
The most important conditions from our terms and conditions summarised for you:
- You can register your return no later than 14 days after receipt of the goods.
- The return of consumable items is only possible if the packaging is unopened and the product is undamaged.
- The product to be returned must be packed in its original packaging and in an outer box.
- Damaged products and packaging will not be credited.
- The credit is issued after receipt, inspection and approval by CertoClav.
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Frequently Asked Questions
Returns – key questions answered clearly.
Can I return or withdraw from a product after delivery?
Yes, within 14 days of receiving the goods you can return or withdraw from an unused product. Please use our right-of-withdrawal form for this and, ideally, arrange the return with us in advance by phone or email.
How do I register a return?
Please complete our right-of-withdrawal form, which you can find at steri24.de/info/Widerrufsrecht-und-Muster-Widerrufsformular.html. As soon as we have processed your request, you will receive an email or a phone call from us for confirmation.
How long do I have to register a return?
You can register your return no later than 14 days after receiving the goods. Once this 14-day cooling-off period has expired, a return is no longer possible.
How much time do I have after confirmation to send the product back?
After we have confirmed your return, you have a further 10 days to send the product back in its original condition with packaging.
To which address do I send my product back?
The return address is: CertoClav Sterilizer GmbH, Peintner Str. 10, 4060 Leonding, Austria. To allocate your return correctly, we need your address and/or customer number.
How do I have to pack the product for the return?
Please use the original box to pack the product. The product to be returned must be packed in its original packaging and additionally in an outer box.
Do you organise the return transport for me?
Yes, on request we are happy to organise a return transport for you. Alternatively, you can also commission the postal service or a freight forwarder with the delivery.
Do I receive a confirmation when my return arrives at your premises?
Yes, as soon as we have received your parcel, we will send you a confirmation email. The credit is issued after receipt, inspection and approval by CertoClav.
What happens if the product does not work properly?
If you are not satisfied with the product or it no longer works properly, we will find a solution together. Often a problem can be resolved simply with a brief explanation of the operation; just get in touch with our service team.
Can I return consumable items such as sterilisation pouches?
The return of consumable items is only possible if the packaging is unopened and the product is undamaged. Unfortunately, we cannot credit opened or damaged consumable items.
Can I return accessories?
We accept the return of unused and undamaged accessories. In this case, you generally bear the return shipping costs yourself; it is best to arrange the return with us in advance.
Are damaged products credited?
No, damaged products and damaged packaging are not credited. Therefore, please ensure careful packaging in the original box and an outer box.
When do I get my money back?
The credit is issued after receipt, inspection and approval of the return by CertoClav. As soon as the inspection is complete, we arrange the refund.
What is the right of withdrawal and where do I find the form?
The right of withdrawal allows you to return an order within the statutory period without giving any reasons. You can find the sample withdrawal form at steri24.de/info/Widerrufsrecht-und-Muster-Widerrufsformular.html.
Do I still have warranty on other products after a return?
Products you keep remain covered by the warranty; you have at least 1 year of warranty on your product. We are happy to explain the details of the warranty options to you.
Can I return a device even if I have already used it?
The right of withdrawal applies to devices in their original condition; we generally cannot buy back used or damaged devices. Please contact us and we will review your individual case.
Do you buy back used devices?
No, we do not purchase used devices and sell exclusively new devices. For trade-in or disposal of old devices, please contact us directly.
Do you dispose of my old device when I buy a new one?
In principle, we only dispose of our own devices. In Germany, we can collect and dispose of your old device for a fee; personal collection only takes place in connection with on-site installation. As the manufacturer, we offer a disposal option.
How do I cancel an order that has not yet been paid?
We can cancel orders that have not yet been paid for you. Simply send us a brief message by email or call our service team.
Can I change the payment method afterwards?
Yes, if you would like to switch afterwards, we are happy to send you a payment link by email. We can also cancel orders that have not yet been paid on request.
How long does the warranty on the devices apply?
The standard warranty is 2 years. On autoclaves we grant a 3-year warranty, provided the prescribed maintenance is carried out at the specified interval; it includes free repair and a loan device.
How do the warranty options differ?
The warranty is 2 years as standard. If you conclude a free maintenance contract after 2 years or 1000 cycles and have the maintenance carried out, you receive a 3rd warranty year free of charge; alternatively, a warranty extension is available in the shop for an additional charge.
How quickly do I receive a replacement device in a warranty case?
In a warranty case, we promptly supply a replacement or loan device so that your operation can continue. Deliveries take place Monday to Friday; the exact duration depends on your location.
What is the difference between warranty and right of withdrawal?
The right of withdrawal allows the return of an order within 14 days without giving any reasons. The warranty additionally covers defects and repairs to the device over a longer period.
How do I report a defect or warranty case?
Please report the defect with a brief description and photos via steri24.de/help. Depending on the case, a technician will come to you on site or the device will be sent in for repair; we will arrange the next steps with you.
Do you also offer service and repair after the warranty has expired?
Yes, we also repair and maintain your device after the warranty has expired and even without a maintenance contract. The usual service and spare parts costs then apply.
How much does the warranty extension to 3 years cost?
With a maintenance contract, the warranty extension to 3 years is free of charge; the prerequisite is that the autoclave is maintained by a trained person after 2 years. Without maintenance, a warranty extension is available in the shop for an additional charge.
Can I exchange an ordered sealing device for another model?
We are happy to clarify this individually for you. Please send us a brief message by email and we will find a suitable solution.
Can I test or view a device before purchase?
There is no traditional showroom; the devices can be viewed at the headquarters in Austria as well as at trade fairs. Alternatively, a viewing via video chat is possible, or you order directly with the right of return.
What happens if the device arrives damaged?
Please check the delivery as far as possible on receipt and document visible transport damage with photos. Report the damage immediately via steri24.de/help, and we will then clarify the next steps together.
Who bears the costs of the return shipment?
Depending on the case, shipping costs may apply, in particular when withdrawing from accessories. For a return, we organise the transport on request; it is best to arrange the details with us in advance.
What happens if I no longer have the original box?
The original packaging protects the device during return transport and is a prerequisite for a credit. If the original box is missing, please contact us in advance so that we can find a suitable solution.
Can I still arrange a return after 14 days?
Once the 14-day cooling-off period has expired, a return under the right of withdrawal is no longer possible. In the event of a defect, however, your warranty still applies; please contact our service team for this.
Will I also be refunded the shipping costs of the original order?
The refund is governed by the statutory withdrawal regulations and our terms and conditions. We will inform you which amounts are refunded in your individual case during the processing of your return.
Can I return only part of my order?
Yes, you can also return individual items from an order, provided they meet the return conditions. Please state in the withdrawal form which items are affected.
What does 'original condition' mean for a return?
Original condition means that the product is returned unused, undamaged and complete with the original packaging. Only then can a credit be issued.
Where do I find the exact return conditions?
You can find the exact conditions in our terms and conditions; we summarise the most important points on the returns page. If you have any questions, our service team is happy to help you.
How do I find out that my return has been approved?
As soon as we have processed your return request, you will receive an email or a phone call from us for confirmation. Only then do you send the product back within 10 days.
Can I exchange a device instead of returning it?
Yes, we are happy to arrange an exchange individually with you. Please contact our service team and we will find the solution that suits you.
Are your autoclaves approved medical devices?
Yes, our Klasse B autoclaves are approved medical devices and comply with EN 13060. The notified body for CE approval in Europe is TUEV SUED.
Do I receive certificates and declarations of conformity on request?
Yes, certificates such as the CE declaration of conformity or the EN 13060 test protocol can be downloaded in the shop in the certificates tab or obtained on request. The validation report is available in German.
Can I, as a company, purchase free of VAT?
Yes, with a valid VAT/UID number, companies within the EU can purchase tax-free. Simply enter the UID in the shopping cart or select your country; for orderers from Austria, the tax is still charged.
Do I need a medical prescription to make a purchase?
No, a prescription is not required. Anyone can buy or order our products.
Can I still receive advice after the purchase?
Yes, we are happy to advise you via chat, phone, email or video call. If you have questions about operation or returns, we will also call you back on request.
How long does the processing of my return take?
We process return requests promptly and contact you by email or phone. The credit is issued after receipt and inspection of the returned goods.
What can I do if I am unsure about the operation before returning?
Before you return a device, we are happy to help you and explain the operation. Many apparent problems can be solved with a brief instruction from our service team.
Which items do you classify as consumable items with restricted returns?
Consumable items such as sterilisation pouches or other consumables can only be returned unopened and undamaged. Devices themselves are subject to the general return conditions in their original condition.
Does the right of return also apply to customers from Austria and Switzerland?
Yes, the right of withdrawal applies to customers in Germany, Austria and Switzerland within the respective applicable conditions. For country-specific questions, our service team is happy to advise you.
Who do I contact with questions about my return?
For all questions concerning returns, exchange or warranty, you can reach our service team by phone or email. We take care of your concern personally and find a solution.
What happens to my data and documents when a device is returned?
Before you send a device back, please back up your documentation data if applicable and reset the device. If you have questions about data backup or paperless documentation with SteriTrace, our service team will help you.