Agile Medical Terms & Conditions

These Terms & Conditions (“Terms”) govern all sales of furniture and equipment (“Products”) by Agile Medical Ltd (Seller) to any customer (Buyer). By placing an order with us, you acknowledge that you have read, understood, and agreed to these Terms.

These Terms apply to all transactions unless otherwise agreed in writing by an authorised representative of Agile Medical. No other terms, conditions, or agreements, whether verbal or written, shall be binding unless expressly approved by us.

Coverage: –

The warranty begins on the date of invoice; all accessories and consumables are explicitly excluded from warranty coverage.

Agile Medical branded Products are guaranteed for a period of 3 years from date of delivery against manufacturing defects, apart from the following components which have 12 months warranty,

Mechanical & electronic locks and keys.
Gas struts
Rechargeable batteries
Linear & hydraulic actuators
Electronic components
Castors
Drawer runners

Vinyl upholstery – The warranty for vinyl upholstery is valid for 24 hours from the initial receipt of goods. Claims for accidental damage, such as rips or tears, will not be accepted after this 24-hour period. Any damage occurring beyond this timeframe is not the responsibility of the manufacturer and, as such, will be considered non-returnable and non-refundable.

This warranty is valid provided that the equipment is found to be defective in materials or workmanship, to our reasonable satisfaction, and has been used in accordance with our guidelines. However, the warranty may be voided under the following conditions:

Warranty Conditions (1-6):

1. Misuse, neglect, accidental or unauthorised damage, defects caused by normal wear and tear, abnormal working conditions, or failure to follow instructions.
2. Abnormal physical or electrical stress affecting the equipment.
3. Incorrect installation, operation, or maintenance not performed according to Agile Medical’s instructions.
4. Repairs or modifications made by anyone other than Agile Medical or without our authorisation.
5. Dismantling of equipment or its components.
6. Relocation of large equipment items (such as electric and hydraulic couches) without supervision by Agile Medical.

Please note that this warranty does NOT cover wear and tear, including upholstery or vinyl damage. Any attempt to replace, repair, or maintain the equipment outside of Agile Medical’s authorised service will automatically invalidate the warranty, as such, will be considered non-returnable and non-refundable.

Due to lighting conditions and the reprographic process, there may be some slight difference in colouration of the actual products than appears in the photographs. As part of our programme of continuous improvement, Agile Medical reserve the right to change and update products without prior notice.

Claims Under Warranty (1-6)

1. Claim Submission – Warranty claims must be submitted in writing (via email or letter) and You must provide the original invoice number and purchase date to qualify.
2. Return of Faulty Items – Items under warranty must be returned at your own expense for inspection, and you need to get return authorisation before sending them. Agile Medical may reimburse return shipping costs after inspection or Agile Medical can arrange courier collection, but you must retain the original packaging. Important: The returned items are your responsibility during transit (pack them thoroughly, insure them, and obtain a receipt from the carrier).
3. Repairs and Replacements – Agile Medical will repair or replace faulty items at their discretion, with shipping covered by them once the issue is resolved.
4. Non-Faulty Items – If an item is found not to be faulty, a test fee will apply, and you’ll receive the item back with a test report.
5. Technical Visits – For large equipment (e.g., electric couches), Agile Medical may offer a technical visit for on-site service, please note that the visit could take 3-4 weeks depending on parts and scheduling. You must provide access to the equipment between 8am and 5pm on the scheduled visit date. If access isn’t provided, there will be a charge for rescheduling. Non-warranty issues or external factors will result in a full charge for the visit.
6. Regular Servicing Requirement – Couches, treatment chairs, and Exura PC mobile carts need to be serviced every 12 months by Agile Medical to maintain the warranty.

Excluded from coverage: Products shipped to third-party addresses and Products exported outside the UK.

Reporting Damage or Shortages:

Any damages or shortages must be reported to Agile Medical in writing within 48 hours of receiving the equipment. We request that you retain all packaging for safe return if needed. If the warranty is void due to the conditions mentioned above, a charge will be applicable for collection, return, repair, or any on-site technician visit by Agile Medical. Claims made after this period will NOT be accepted. Inspect all deliveries carefully. If packaging is damaged, either reject the delivery or note it as damaged upon signing.

Damaged goods reported within 48 hours will be replaced, provided the original packaging is retained. Shortages and incorrect items will also be addressed within this time frame, with the product remaining unused and packaging kept. For personally delivered and installed orders, you’ll be asked to sign a satisfaction note. If faulty, the items must be securely repackaged for return.

Cancellation Policy and Surcharge fee:

For orders under £100, a non-negotiable flat surcharge of £25 will apply. Additional delivery fees may also be charged.

Cancellations can be accepted within 5 working days of placing the order. Orders cancelled after this period will incur a cancellation fee. For non-stock items that have been specifically purchased or manufactured according to a confirmed order, cancellation may not be possible, and we may need to issue an invoice for the full value of the original order.

Delivery of goods and services:

Palletised goods will be delivered to all stores departments, unless otherwise agreed or if an upgraded delivery service (such as delivery direct to a department) has been charged in advance. Deliveries will occur Monday to Friday, excluding bank holidays and in the event that a delivery is refused, a redelivery fee will apply.

Force Majeure

We cannot accept liability for any direct or indirect loss which may arise if a delivery is delayed due to unforeseen circumstances or conditions beyond our control e.g. natural disasters.

Returns for Goods Ordered in Error

We will consider returns for goods ordered in error, provided that the items are unused, undamaged, and in their original packaging. Returns must be requested within 5 working days of receiving the order and will be subject to a restocking fee of 25% and a collection fee. Please note the following exceptions for returns:

• Items that have been modified or custom-made to the buyer’s specific requirements, or purchased as a nonstandard product
• All upholstered products, including but not limited to couches, stools, and chairs,
• ScanCell trolleys
• Probe lockers
• Privacy screens
• Plastic bins
• Infinity storage racking
• Trolley covers

For any non-returnable items or returns not accepted in accordance with these terms, the product will also be non-refundable. If a return is accepted, Agile Medical will process a refund for the product price only. Any original shipping charges will not be refunded. The cost of returning the item is the responsibility of the Buyer unless Agile Medical determines the return is due to a fault or error on its part.

Price Changes & Errors

Agile Medical reserves the right to adjust product prices at any time without prior notice. While we strive for accuracy, we are not responsible for typographical errors, pricing mistakes, or omissions in product descriptions. If an error is identified after an order is placed, we will notify the Buyer as soon as possible, and Agile Medical reserves the right to cancel the order or adjust the price accordingly.

Payment Terms:

Credit account facilities are available, subject to the receipt of satisfactory bank and trade references. For approved accounts, payment is due in full within 30 days from the invoice date, unless an alternative agreement has been made in writing. For transactions without an account, payment is required upfront on a proforma basis. Invoices not paid within 7 days of the due date may incur a daily interest fee of 5%, at Agile Medical’s discretion. Agile Medical reserves the right to switch any customer from credit terms to a pay-upfront basis if deemed necessary.