FAQs

Thank you for choosing EU Medcare. Here are answers to our customers’ most frequently asked questions:

1. How quickly can I receive my order? EU Medcare guarantees that all orders are dispatched within 24 hours on business days (Monday-Friday). For customers in Portugal, delivery is typically within 48 hours. For other EU countries, delivery times usually range from 3-7 business days. Payment must be processed before the order is dispatched.

2. Do the products offered come with a warranty? Yes, all instruments in our online store come with a standard 24-month warranty from the date you receive the product. The necessary warranty documentation is included with every order.

3. Do your products have the required certifications for sale in Europe? Absolutely. All products offered in the EU Medcare store are CE marked and meet the stringent standards required for medical devices in the European Union. Our platform offers tools approved by healthcare professionals and suitable for medical facilities, including those participating in public tenders. Every order is thoroughly inspected by our quality control department to ensure the highest standards.

4. Can I place an order by phone or email? Yes, orders can be placed by contacting our customer service team by phone at +351 920 471 645 or by email at info@eumedcare.eu.

5. Are all products shown in the store available? Yes, EU Medcare operates its own warehouse center in Porto, allowing us to process orders immediately. In the rare event a product is temporarily out of stock, this information will be clearly displayed on the product page. Stock levels are updated in real-time to ensure a reliable shopping experience.

6. Do I need to create an account to place an order? No, creating an account is not necessary. You can proceed with your purchase as a guest and provide the required information during checkout. However, registering for an account allows you to track your order status, view your purchase history, and enjoy a faster checkout process for future orders.

7. How can I recover a lost password? If you have an account, simply navigate to the login page and click the “Forgot Your Password?” link to begin the recovery process.

8. Can I modify my order after it has been confirmed? Modifications are possible but must be requested quickly. Please contact our customer service at +351 920 471 645 as soon as possible. We can only amend an order before it has been handed over to our courier partner.

9. How can I pay for my order? EU Medcare offers several safe and convenient payment methods, including SEPA Bank Transfer, Credit/Debit Card (Visa, Mastercard, etc.), and PayPal. For orders placed by phone or email, we primarily accept payment via bank transfer.

10. How much does shipping cost? All orders over €150 (VAT excluded) qualify for free shipping within the European Union. For orders below this amount, the shipping cost will be calculated at checkout based on your location.

11. Are the prices displayed on the website guaranteed? Yes. The price displayed for a product at the time you place your order is the final price for that transaction. All prices on our website are shown as net prices, with VAT (IVA) calculated and added during the checkout process.

12. Why do different products have different VAT (IVA) rates? As a Portugal-based company, we adhere to EU VAT regulations. Certified medical devices intended for professional use often qualify for a reduced VAT rate (e.g., 6% in Portugal). Other products or services are subject to the standard VAT rate (23% in Portugal). The final VAT applied may vary depending on the product type and the destination country for B2B sales within the EU.

13. Will I receive a VAT invoice? Yes. A formal VAT invoice is automatically generated and included with every completed order, providing clear proof of purchase for your records.

14. Does your store ship worldwide? Of course. While our primary focus is Europe, we ship worldwide. For shipping outside the EU, please contact our customer service at +351 920 471 645 or info@eumedcare.eu to arrange details.

15. How do I return a product or file a complaint? If you need to make a return due to a product defect, please contact our customer service team with your proof of purchase (VAT invoice). We will ask you to send a photo of the defect. Our team will then guide you through the complaint process, which may involve sending the product to our address: Rua Paulo Da Gama 532, 4150-589 Porto, Portugal. A successful claim will result in a new replacement product being sent to you at no cost.

16. How can I submit an inquiry and how long will a response take? We welcome all inquiries via email at info@eumedcare.eu or by phone. We respect your time and are committed to responding to all questions within one business day (24 hours).

We invite you to shop with confidence at EU Medcare.