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Customer service

Information can be found on this page. If the answer to your question is not listed, please submit a ticket.

Ordering

1. Place your desired product(s) in the shopping cart. First, find the product(s) you would like to purchase. By pressing the orange button, you add the product(s) to the shopping cart. Now you can shop for more products or proceed to checkout.

2. Login. Do you have an account with us? When you login to ‘My VODAMED-account’ ordering will be a lot more efficient. Do not have an account yet? Without an account you can still place an order, the only thing you will have to do is enter all your details.

We advise you to make a personalized account, as it has many advantages, but it is not required to place an order. 

3. Checkout and payment. Choose one of our payment methods. Check the information you have provided us with. You will now be shown an overview. Is everything correct? Then you can proceed to the payment. 

If you are having trouble regarding the ordering process, feel free to contact us via the chat, by phone or by email so that we may assist you.

If you made an error during or changed your mind about your purchases, we can always cancel or alter your order in case the order has not yet been dispatched. We strongly advise you to contact us by phone to make sure you reach us as fast as possible.

Payment

For payment by PayPal you will be linked from our website to PayPal’s. Here you will enter the password of your PayPal account and press the button to pay. As soon as you have completed your payment and we have received confirmation of payment we will process your order. If you do not yet have a PayPal account, you can make one via the PayPal website.

IDEAL is a reliable and safe internet payment option. Using IDEAL, you will be redirected to your personal banking environment to guarantee a safe and secure payment process. As soon as we receive confirmation of payment, we will process your order.

It is also possible to pay by credit card. When you are in the secure payment environment you can enter the details of your credit card. As soon as we have received confirmation of payment, we will process your order promptly.

If you want to pay up front (by means of a wire transfer), please select this payment option.

After you have confirmed the order, you will see our bank details, the order number and the amount due. Please always mention the order number with the payment so that we can easily retrieve the payment. As soon as the amount due has been credited to our account we will process your order. If there are any issues regarding the payment process, feel free to contact our customer service.

Shipping

Track your parcel online at any time: all you have to do is simply enter one or more parcel numbers. After your order has been sent, you will receive the tracking information via e-mail. 

Orders placed before 2 p.m. will in most cases be dispatched the same day. Orders placed at the weekend will be dispatched on Monday.


In the Netherlands a parcel will usually be delivered the next working day (islands and remote areas excluded).


In Belgium, Luxembourg and Germany packages usually reach their destination within 2 - 3 working days (excluding islands and remote areas).


In Europe, standard delivery times are generally between 2 - 5 working days, depending on the country. DPD or DHL delivers Monday to Friday during normal business hours.  


Big packages: Packages heavier than 100kg, for example treatment tables will be delivered on a pre-arranged date. Delivery is from Monday to Friday.


Out of stock: When a product is temporary out of stock we will notify you as soon as possible. We will try to deliver the product to you as soon as possible.


Most products are dispatched with DPD or DHL. As soon as your order is dispatched, we will notify you via e-mail. In this e-mail you will find a link to trace your packages online. If desired you can state your office address as delivery address.

When you are not at home, DPD or DHL will try a second time to deliver the package on the following working day or they deliver it to a parcelshop where you can collect it. You will be informed in a notice form. This information is also available with the tracking link.

When a product is not directly in stock, we will ship this product from another location. The delivery company can be different from DPD or DHL.

Our system calculates the shipping costs automatically at the "Checkout" when you enter your personal data. It is calculated based on the country and weight of the package. By leaving the desired products in your shopping cart you are always given notice about your current shipping costs.

Returns & Exchange

Under the distance selling act you have the right to return the product 14 days after delivery of the product. During this period the product may be send back without statement of any reason, but with a flawless condition of the product. The sender has to carry the costs and risks of shipping the product back to us. You need to wrap the product shockproof and provide needed postage (if not stamped sufficiently, we are not able to accept the parcel).

Please submit a ticket at the top of this page. We will then process your return request and contact you for the follow-up procedure.

VODAMED accepts the returns, but we reserve the right to hold the costs or to decline the product in our returning process. We give such notice as soon as possible.


If we reject the items, we can send it back after the new shipping costs are paid.

Warranty & Repair

Despite our utmost care and control it is possible that after you purchase a material- or production error was detected. We therefore advise to check the delivered goods immediately after receipt.


At a guaranteed or defective you can return the product to us. The shipping costs for the return to us are at our expense if the product is defective and reported to us within 90 days after purchase date. If you report the defect to us after 90 days of purchase date the shipping costs are at your expense for the return to us and we will also charge the shipping costs to ship the repaired product or replacement to you.


You pack your order at all times very good and solid to prevent damage during transport. You will get the return procedure, suited to your needs and situation, after you created a ticket at the top of this page.


Defects that are not caused by wear will be repaired professionally. If repair is not possible, you will receive a replacement.


Complaints we cannot reimburse are caused by a wrong use wear and defects that are beyond the control of the manufacturer or VODAMED B.V.. In the event of complaints or warranty terms, you can contact our customer service.


If the warranty period has expired, you can ship the product at your expense to us for repair.


In that case we charge € 25,- (excl. VAT) for research costs.


After research we'll give you a price quote of the costs.


If you do not agree, we charge you the research costs including the return costs. After the payment has been made, we will return the product.

You have a product that needs to be repaired?  


To repair your product as quickly as possible, you can create a ticket at the top of this page.


If you fill out the form as completely as possible, the problem can be remedied more quickly. To clarify the problem, you can also send pictures or a video of the defective part that needs to be repaired. 


You can send the product at your expense to us for repair, this does not apply to treatment tables.


We calculate € 25,- (excl. VAT) to research costs.


Then we'll give you a price quote of the cost.


If you do not agree, we charge you the research costs including the return costs. After the payment has been made, we will return the product.

If you have a defect with your treatment table and cannot continue working, please contact us by telephone. If the defect is not that urgent, please submit a ticket at the top of this page.

Suggestions & Complaints

We would be pleased to receive your suggestions, ideas or recommendations to optimize our service for you. Please submit a ticket at the top of this page.

If there are any complaints or questions, do not hesitate to contact our customer service. Please submit a ticket at the top of this page.

Privacy

This privacy statement applies to the website and services provided by VODAMED BV, located at Brouwerijstraat 3 in Wijlre the Netherlands, registered with the Chamber of Commerce under KVK number 68666365. We are no longer responsible for the security and protection of your privacy when you leave the VODAMED website (i.e. by means of a hyperlink to another website). We explain how we handle your data in the paragraphs below, we also inform you of the rights and obligations that apply under the General Data Protection Regulation (GDPR).

When you visit our webshop, VODAMED hands out cookies. These are temporary text files for your computer. The great thing about cookies is that you do not have to enter and/or download the same information every time you visit our website. In addition to this, they help us understand how you utilize as well as how we can improve our website. We also use cookies for marketing purposes. You are free to disable our cookies. Keep in mind the website works sub-optimal without the use of the cookies. We work with google analytics to keep track of how our website is used. In relation to the new GDPR we have entered into an agreement with Google with regards to the handling of our data.

What we do to protect your personal data against unauthorized access:

- Timely installation of security updates.

- Your data is stored in a secure database.

- Security of network connections via SSL technology.

- We offer secure payment methods and a secure environment.

- Firewalls on our servers.

- Encryption of passwords by means of RSA Security.

- Use of firewall at the data center to prevent DDoS- and Brute Force attacks.

You have the right, at any time, to:

- Request from us which of your personal data we store.

- Have your personal data changed, supplemented, or deleted from our system. You can do this yourself by accessing ‘My VODAMED Account’ or by sending us an E-mail and we will adjust it for you. Please note: if you already placed an order, we can no longer change the name on the invoice.

When you pay via PayPal or Stripe, you will always be redirected to the website of the relevant payment method. After you leave our website the privacy policy of the payment provider applies and from then onwards, the payment platform processes your personal data. PayPal and Stripe have taken appropriate technical and organizational measures to protect your personal data. They do not store data for longer than allowed by legal terms of the GDPR.

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