Delivery & returns

This page details our delivery and return policy for orders placed on fillerdistribution.com. Our logistics are adapted to medical devices: express carriers, end-to-end traceability.

1. Delivery zones

We ship your orders throughout the European Union, as well as to the following countries:

• EU-27: Metropolitan France, Belgium, Luxembourg, Germany, Netherlands, Italy, Spain, Portugal, Austria, Ireland, and 18 other Member States.
• Non-EU: United Kingdom, Switzerland, Norway (subject to the product's customs eligibility).
• French Overseas Territories (DOM-TOM) and other countries: please consult us (customized quote, specific lead times and fees).

For shipments outside the EU, customs duties and import formalities may be borne by the recipient depending on local regulations.

2. Delivery times

The times below are indicative, calculated from the validation of payment and dispatch:

• Metropolitan France: 24 business hours (D+1) via express for any order validated before 14:00.
• Belgium, Luxembourg, Netherlands, Germany, Italy, Spain: 24 to 48 business hours via approved express carrier.
• Other EU countries: 48 to 72 business hours.
• United Kingdom, Switzerland, Norway: 3 to 5 business days (including customs formalities).

Orders validated on Friday after 14:00 or on weekends are dispatched the following Monday.

3. Shipping costs

4. Order tracking

Upon dispatch, you will receive an email containing:

• the carrier's tracking number,
• the real-time tracking URL,
• the estimated delivery date and time slot,
• the reception instructions (mandatory signature, visual inspection of the parcel).

You can also find the complete history and delivery notes from your customer account, under the "My orders" section.

6. Reception and verification

Upon receipt of the parcel, the recipient must:

1. verify the integrity of the outer packaging (absence of impacts, tears, traces of moisture);
2. verify the conformity of the contents against the delivery note.

Any anomaly must be recorded immediately on the carrier's slip at the time of delivery, and reported to Filler Distribution within 48 hours by email to contact@fillerdistribution.com, supported by photographs. Beyond this period, no claim can be taken into account (art. L.133-3 of the Commercial Code).

7. Absence at delivery & relay point

In the event of the recipient's absence, the carrier leaves a delivery notice and presents the parcel again on the following business day. After two delivery attempts, the parcel is made available at a relay point or agency for 5 to 14 days depending on the carrier.

We strongly recommend the presence of an authorized person at the first delivery. A re-delivery invoiced at 9,90 € HT may be proposed if the return to the agency exceeds 24 hours.

8. Return policy — medical devices

Medical devices are NOT accepted for return, whether opened or not, in accordance with article L.221-28 5° of the Consumer Code (sealed products that cannot be returned for reasons of hygiene or health protection) and article L.5212-1 of the Public Health Code (materiovigilance). No right of withdrawal is possible after delivery.

8.1 Non-conformity upon receipt

Any anomaly (reference error, breakage, cold chain breach, damaged batch) must be reported to contact@fillerdistribution.com within 48 hours following receipt of the parcel, supported by photos (closed parcel, contents, temperature slip). Beyond this period, no recourse is possible.

8.2 Error attributable to Filler Distribution

In the event of an error on our part (wrong reference, wrong quantity, wrong brand), a credit note or replacement is issued within 14 days after verification. The original parcel must NOT be opened or handled: it must be kept sealed for internal verification and destruction in accordance with materiovigilance protocols.

8.4 Return costs

Return costs are the responsibility of the Customer, except in the event of a defect attributable to the Seller (preparation error, defective product, proven non-conformity), in which case Filler Distribution bears the full costs.

9. Disputes

Before any legal proceedings, we invite you to contact our after-sales service at contact@fillerdistribution.com. The majority of disputes find a quick amicable resolution. Failing this, the mediation and jurisdiction modalities are specified in our CGV.

10. Logistics contact

For any questions relating to your delivery: contact@fillerdistribution.com — to be completed (B2B switchboard) — Monday to Friday, 9am-6pm.