shop online   



Terms & Conditions

Quick reference guide to page

> guarantee

> terms & conditions

> reupholstery terms

Meditelle Guarantee

We make every effort to ensure that our equipment is manufactured to the highest standards and is received by you in the very best condition possible. Meditelle guarantees couches and equipment products against mechanical defect for 1 year and framework for 5 years (note: accessories and consumables are not included in this guarantee).

The Meditelle Guarantee is covered by the following terms & conditions: "We undertake to make good, free of charge, by repair or replacement any mechanical defect for a period of 1 year and any framework defect for a period of 5 years (from date of invoice) which are proved, to our reasonable satisfaction to be defective in material or workmanship so long as the goods have been used in accordance with our guidelines and subject to conditions 1-6 which will invalidate your warranty: 1. Misuse, neglect, accidental or unauthorised damage, defects arising from normal wear and tear, abnormal working conditions or failure to follow instructions; 2. Abnormal physical or electrical stress; 3. Incorrect or inappropriate installation, operation or maintenance not carried out in accordance with Meditelle instructions; 4. Repairs or modifications not performed or authorised by Meditelle; 5. Dismantling of equipment or components; 6. Relocation of large equipment items, typically electric and hydraulic couches, not performed or supervised by Meditelle. Under these terms wear and tear is not covered, specifically upholstery/vinyl damage. If an attempt is made to replace parts, repair or otherwise maintain any equipment during its warranty period which is not performed by Meditelle, such an act will automatically invalidate this warranty.

All damages or shortages must be notified to MT in writing within 24 hours of initial receipt. In this instance we request that all packaging/boxing is retained for safe return of the goods. Please note that vinyl upholstery covering is only guaranteed for the first 24 hours after initial receipt. No claims can be considered after this period and any accidental damage after this time e.g. upholstery rips and tears is not the responsibility of the manufacturer.

A charge will be made for collection, return and repair (including an on-site Meditelle Technician visit) where it does not meet with the above stated terms of this guarantee".

Damages, Shortages, Incorrect Items

You are advised to check all order deliveries carefully. Should packaging be damaged you MUST reject it or sign for it as damaged.

Claims for damages in transit, shortages or any incorrect product item to that ordered must be advised within 24 hours of receipt of order and confirmed in writing to Meditelle. All packaging/boxing must be retained for safe return of the goods. All claims made outside the 24 hour time limit will NOT be accepted.

Goods damaged in transit and notified within 24 hours of receipt will be collected and replaced by MT subject to the original packaging being retained (see 'Claims Under Warranty' section). Any shortages to an order will be fulfilled by MT if notified within 24 hours. Any incorrect product item to that ordered and notified within 24 hours of receipt will be exchanged by MT subject to the packaging being retained and the product remaining unused. 

Where orders are Personally Delivered and Installed by Meditelle Technicians you will be asked to sign a satisfaction note on completion of fitting. In the event that such items prove to be faulty and need to be returned under the terms of this guarantee you are required to ensure that the items are securely packaged and fastened to prevent damage in transit.

Claims Under Warranty

Any claims for repair or replacement under warranty must be made to MT in writing by email or letter. You must produce your original Invoice number and date of purchase to qualify under the guarantee. Any item subject to a claim under guarantee must be returned to Meditelle carriage paid, for inspection, please contact us in the first instance to obtain return authorisation. Reimbursement of the carriage is at the discretion of MT after inspection. (We can arrange a courier collection on your behalf only on condition that the original packaging has been retained for secure return transportation). Items are returned at your own risk and we accept no responsibility for loss or damage in transit, neither will we repair such damage free of charge. For your own protection, please pack thoroughly, insure comprehensively and obtain a receipt from the carrier. Goods being returned under guarantee will only be accepted where a returns authorisation has been given by us. Under warranty either repair or replacement is totally at MT's discretion and the defect or failure will be rectified by MT as soon as reasonably practicable and after repair/ replacement your equipment will be returned to you at MT's expense. In either case warranty against any mechanical defect expires after 1 year and framework defect expires after 5 years, from the original invoice date. If the items are found to be not faulty a test fee will be charged and the goods will be returned to you as received together with a test report. You are responsible for any collection or return delivery charges incurred.

A technical visit in certain circumstances for sizeable equipment items may be facilitated at the discretion of Meditelle. If warranty repair or replacement is agreed to be provided onsite, MT shall have a reasonable period of time from the date it receives the claim to perform such service or replacements (which reasonable period of time may, in some cases, be the standard lead time required to obtain parts or make new equipment). MT will inform you of a date (day) for the technical visit and you are required to ensure that access is given to the equipment on this date between the hours of 8am and 5pm, failure to allow access will result in charges for a re-arranged visit. If the item/s are found not to be faulty, not defective under warranty or the reason that the equipment does not work is due to a factor outside of MT's control you will be charged in full for the technical visit plus any other costs incurred.

For warranty claims on major components purchased separately, we require that such items be detached and returned to MT for repair or replacement.  

It is a condition of warranty that the equipment is professionally serviced regularly by MT, i.e. at least every 12 months.

Note: warranty will not cover site visit, recovery or return costs for any product forward shipped by the purchaser to a different third party address to that of the original delivery address as stated on the invoice, or if exported outside the UK territory.

Please retain your invoice as part of your Meditelle guarantee. You will be required to produce this for all claims under warranty without exception. The Company’s warranty is subject to the Terms of Payment being strictly observed.

Mail Order Courier Delivery Guidelines

We make every effort to ensure that our products arrive with you in the best condition possible. When you receive your parcel(s) from the courier please follow these guidelines: If the parcel(s) look damaged please sign for it as 'damaged' or reject it from the courier. In the event of damage please notify Meditelle immediately and retain all packaging. Always check the contents of your parcel against your itemised invoice (which will be enclosed inside the parcel). Please report any shortages to MT within 24hours. Any query reported within 24hours will be dealt with by our Customer Services Team as expeditiously as possible - Call 0121 332 1850. A proof of delivery (POD) can only be provided up to 60 days after the orders scheduled delivery date, after this time we are unable to accept any POD requests or non delivery claims.

Terms and conditions correct at time of publication. Any additions amendments or corrections will be updated and published on this website.

Terms & Conditions


Meditelle sells on a 'Business to Business' basis exclusively supplying individuals working in partnerships or as sole traders and deal with public, private and voluntary sector health and therapy sector organisations. The equipment is specifically designed for expert use by professionals and not the general public. Meditelle sells at trade prices exclusively to business and professional customers and do not sell directly to the public at large. It is a condition of sale that the purchaser is such a professional practitioner (this includes students on professionally recognised courses) or an organisation. By placing an order with MT you are confirming that you are not a consumer and that you are purchasing goods for business or professional use and accordingly agree that consumer-specific legislation does not apply.

Buyer Responsibilities

Meditelle manufacture and supply an extensive range of products within the generic description of ‘medical equipment’ accordingly items of equipment may serve a variety of purposes across a diversity of procedures and applications. We aspire to produce quality goods with appropriate safety standards. In this context it is the responsibility of the purchaser to define their exact requirements in terms of the specific application and the regulatory framework of the working environment. If the regulatory framework or the treatment regime, the organisational context or special specification/performance criteria impose specific needs then it is a condition of supply that these must be stated by the purchaser at the time of placing the order.

It is your (the buyers) responsibility to make sure that the equipment is suitable to be used for your chosen application and all persons who use the equipment are properly instructed in its safe and correct use and that they are in possession of any instructions supplied by us. Any communication provided by MT in any form whatsoever is made in good faith however, selection and suitability of equipment is your responsibility.

Where MT modifies any specification at your request we require that you accept full responsibility for the outcome of such modifications. For individual custom design changes the user must ensure a full understanding of the implications of the changes before finalising the order as MT cannot accept responsibility for the fitness of purpose of the manufactured item nor for the order of unsuitable items arising from customer errors.

MT do not accept any responsibility for the consequences of misuse or user error of equipment supplied by us. We will not be liable for consequential loss in relation to delays in manufacture or damage or delays in transit. The buyer accepts full responsibility for any damage or loss which may occur after delivery of equipment. We specifically exclude any and all consequential loss claims. Your statutory rights are not affected.

Disclaimer: MT will use reasonable skill and care when providing technical advice and is based upon product expertise intended only as general guidance relating to the products capabilities and does not attempt to give you advice that relates to your specific discipline or application. Any purchasing decisions taken in response to the information given is assumed to be based upon the end users professional expertise since exact and specific usage criteria is beyond our capability.

Cancellation & Returns

Non-standard Equipment:

All equipment products manufactured to your specific requirements i.e. by way of colour, size or options are non-standard goods and cannot be cancelled. Prior to despatch non-standard goods that are in production cannot be cancelled and payment must be made in full. After despatch non-standard goods cannot be cancelled or supplied on a sale or return basis and may not be returned under any circumstances, unless defective or damaged in the course of delivery in which instance please refer to 'warranty' section. Where an order has not started production but has been fully processed and confirmed, cancellation is at the discretion of MT and subject to a cancellation handling fee. Alterations or modifications to orders can only be agreed if the item(s) are not in full production. We are unable to accept responsibility for customers ordering non-standard goods to the wrong size or specification. Care should be exercised where orders are placed by buyers, administrators or practice managers who are not treatment professionals. Meditelle do not accept responsibility for the order of unsuitable or inappropriate items arising from errors in specifying equipment requirements.

Standard Equipment:

Where *standard items have been ordered in error, cancellation prior to despatch will be subject to a 10% handling charge . After despatch if standard goods are not as expected, Meditelle (MT) may agree to their return on the following conditions:- 1. A request must be made to MT within 7 working days of receipt of goods and confirmed in writing to us by letter, fax or email. 2. No goods will be accepted for refund unless a return authorisation has been given by MT prior to their return. 3. The item(s) must be returned in perfect condition complete in the original packaging, together with a copy of the Invoice. Goods returned damaged due to poor packaging will not entitle the buyer to a full credit/refund. 4. The company accepts no responsibility for loss or damage in transit to parcels being returned. 5. Any refunds will be made at purchase price of item less a 20% handling charge and less costs incurred in Covid-19 decontamination (including scrappage), within 30 days of their return to MT. The customer is responsible for full carriage costs for both original & forward consignments.

*Standard items are products not manufactured by MT to order i.e. consumables.

Prices & Specifications

Prices shown in our catalogue and on the internet are correct at date of publication but are subject to alteration without prior notice. All our trade prices are exclusive of VAT. Errors and omissions are excepted. Price quotations and tenders offered by MT remain valid for a maximum period of thirty working days from quote date unless otherwise agreed in writing.

We take special care to show correct colours,  specifications, sizes and weights and such descriptions, whilst given as a guide in good faith, are subject to modification as part of our on-going development programme. All dimensions and weights quoted are approximate, due to the manufacturing process dimensions have a tolerance of +/- 3.5cm; angular measurements have a tolerance of +/-10°; wood equipment has a +/-2cm size difference. Safe working load capacity assumes that any applied weight is distributed evenly. Colour finishes may vary between batches / ranges, we therefore strongly recommend that vinyl colour swatch samples are obtained prior to ordering if colour matching is important. Technical standards may vary between models.

We reserve the right to modify any design, specification or colour or to use materials different to those specified and to make any changes in the specification of equipment or the provision of any services which are required to conform with any applicable statutory requirements, which do not materially affect their quality or performance.

Manufacturing & Delivery

Manufacturing times quoted are in good faith, but shall not be binding. MT undertakes to effect manufacture and delivery as expeditiously as possible. Production and delivery dates cannot be guaranteed as they may be affected by circumstances beyond our control. MT does not accept any liability for production or transport delays (including customs delays on offshore orders) causing late delivery and any such delays are not compensable. 

Handling charges may be incurred for re-despatched parcels. You will be deemed to have accepted the goods unless written notice of rejection is received by us within 7 days of delivery. POD requests will only be entertained up to 90 days after expected delivery date. Shortages of goods must be notified to us within 24hours of receipt.

For engineer’s installation with delivery please note failure to supply us with the relevant site information for our engineer to locate you, or if our engineer is unable to access you or is refused access to the installation site, we reserve the right to abort the visit or elect to undertake a delivery drop off if this option is available. In the event of any access refusals, no answer, nobody available this will all count as a failed visit. In these instances, installation fees are not refundable, and any further re-visits will be charged accordingly.

Shipping to Appointed Agent / Recipient

All products shipped from MT direct to the buyers appointed agent / recipient become the property of the buyer upon receipt by their nominated recipient. Any damages or shortages must be notified to MT within 24hours of signed receipt by the designated recipient. Any shortages or damages after this time; onward shipping damage or lost shipments are not the responsibility of MT.

Shipping Ex Works

All products collected and shipped from our factory through the buyers own designated shipping agent become the property of the buyer when they leave our building and any shipping damage or lost shipments are not the responsibility of MT.

Website Orders

Orders placed via our on-line ordering system are subject to the specific terms and conditions detailed on our website. We maintain a secure order facility and cannot accept responsibility for problems arising from the use of the internet.

Retention of Title

All goods remain the property of Meditelle Ltd until paid for in full. Non-payment for goods, parts or services will void any warranty. We reserve the right to repossess goods, parts or materials, in the event of non-payment.

Our Rights of Access

You authorise us to enter any land or premises where we reasonably believe any equipment to be, in order to inspect, test, repair, replace or repossess it.

Force Majeure

The company shall be entitled to cancel or delay delivery of orders if it is delayed, hindered or prevented from manufacture/delivery through circumstances beyond its control. Such circumstances shall include (but are not limited to) industrial action, fire, pandemic, act of God or failure to deliver by component suppliers or carriers.


All photographs, pictures, diagrams and symbols used on this website are the intellectual property of Meditelle, part of the Meditelle Ltd Group of companies and are protected by copyright law. Reproduction of any such material is strictly forbidden without the express written permission of Meditelle Ltd.


All descriptions, specifications and particulars contained on this website are given as a guide only. All dimensions and weights quoted are approximate and specification diagrams are merely representational. As our policy is one of continuous improvement we reserve the right to change specifications, prices and designs at any time without prior notice. All colours and finishes on this website are as accurate as the reproduction process on different computer screen resolutions will allow.

Privacy Policy

Full details > Privacy Policy

Reupholstery Terms

Full details > Reupholstery Terms


T: 0121~332~1850     F: 0121~332~1851     E: enquiry@meditelle.co.uk

Meditelle Ltd  © 2000-2022 Meditelle Ltd.