Question 1

How long does delivery take?

Accepted Answer

Express: 1-2 business days. Standard: France 2-4 business days, rest of the EU/EEA 2-5 business days, depending on the carrier.

Question 2

Is free shipping available?

Accepted Answer

Yes — every order of €59.99 or more ships free with standard delivery. The discount applies automatically at checkout.

Question 3

Can I track my order?

Accepted Answer

Every shipment is dispatched with a tracking number. You receive the carrier link by email when your parcel leaves our warehouse, and the same link lives in My Orders under your account.

Question 4

Do you ship outside the EU?

Accepted Answer

Yes — we ship worldwide. International orders may incur customs duties and import taxes set by your destination country, which are not included in our shipping price.

Question 5

What happens if my order is delayed?

Accepted Answer

We notify you by email as soon as the carrier flags a delay and provide a revised delivery estimate. For lost shipments we open an investigation with the carrier and either reship or refund.

Question 6

What payment methods do you accept?

Accepted Answer

Visa, Mastercard, and American Express, processed through Stripe with full PCI DSS Level 1 compliance. We never see or store full card numbers.

Question 7

Is my payment information safe?

Accepted Answer

Yes. All payments are handled by Stripe (PCI-DSS Level 1). We never see or store full card details, and 3D Secure 2.0 authentication is enforced on EU transactions.

Question 8

What currency will I be charged in?

Accepted Answer

All transactions are settled in euros (EUR). If you select a non-euro display currency at checkout, Stripe Adaptive Pricing charges your card directly in that currency at Stripe's prevailing exchange rate (typically including a 2-4% FX margin). Refunds are always issued in EUR — your card-issuing bank applies the exchange rate at the time of refund and may charge additional conversion fees, which Bornova Medical does not reimburse.

Question 9

Can I receive an invoice?

Accepted Answer

Yes. A PDF invoice is automatically attached to the order confirmation email and is also downloadable from your account once the order is paid.

Question 10

My payment failed — what should I do?

Accepted Answer

Verify with your bank that 3D Secure was approved, check that the card has not expired, and try again. If the issue persists, contact info@bornovagroup.com with your order number.

Question 11

Are your products CE-certified?

Accepted Answer

Yes. Every medical device sold under the BORNOVA brand carries the appropriate CE marking under EU Medical Device Regulation (MDR 2017/745). Documentation is available on request via customer service.

Question 12

Do products come with a warranty?

Accepted Answer

All products benefit from the EU statutory warranty of conformity (2 years from delivery, French Consumer Code articles L217-3 to L217-17) and the warranty against hidden defects (Civil Code articles 1641-1648).

Question 13

How do I know products are authentic?

Accepted Answer

We import directly from certified manufacturers and audit each supplier. Every batch is traceable; serial numbers and certificates of conformity are kept on file and can be provided on request.

Question 14

Can I return an unopened item?

Accepted Answer

Yes — within 15 days of purchase for any reason (BORNOVA commercial policy), or 14 days under the EU Distance Selling Directive. Items must be unopened, with all original packaging and seals intact.

Question 15

What if my item arrives damaged?

Accepted Answer

Contact us within 48 hours at info@bornovagroup.com with photos of the damaged item and packaging. We arrange a free return and reship a replacement, or issue a full refund — your choice.

Question 16

Do I need an account to order?

Accepted Answer

No — guest checkout is supported. An account is optional and provides faster repeat checkout, order history, saved addresses, and preference management.

Question 17

I forgot my password — can I reset it?

Accepted Answer

Yes. Use the 'Forgot password' link on the sign-in page. You will receive an email with a secure link valid for 60 minutes.

Question 18

How do I delete my account?

Accepted Answer

Submit a deletion request via /data-request or email omercavdar@bornovagroup.com. Account deletion is processed within 30 days, in accordance with GDPR Article 17 (right to erasure).

Question 19

How do you protect my personal data?

Accepted Answer

We are GDPR-compliant: data processed in the EU only, transactional cookies are exempt from consent, analytics and marketing cookies require explicit opt-in via Cookiebot. Full details: /privacy.

Question 20

How do I unsubscribe from newsletters?

Accepted Answer

Every marketing email contains a one-click unsubscribe link. You can also manage your preferences in My Account > Settings, or contact us to opt out of all marketing channels at once.

Categories

Frequently Asked Questions

Orders & Shipping

Payment & Security

Products & Warranty

Account & Privacy