Returning Items to Mediq

Our Return Policy

Together with you, we strive to prevent waste. You can return materials to us easily and quickly via our patient portal Mijn Mediq. To make the return process as sustainable as possible, a number of criteria have been established that the return shipment must meet. We list these criteria below.

On this page you will also find information about returning materials in the event of a recall/safety notice and guidelines on what to consider when returning a device or pump to us for replacement.

Explanation of the return process

• Review the conditions
• Infusion pump packaging instructions

How does the return process work?

Report your return via Mijn Mediq
Do you want to return materials to Mediq? This is possible in certain cases. Please read our conditions. To return an item, you can quickly and easily register your return via Mijn Mediq. Go to the order information in your account. After registering your return, you will receive an email with a barcode. You then drop off your return package at a PostNL drop-off point, where the barcode will be scanned.

Do you not have a Mijn Mediq account? Please read the information below.

For returns without a Mijn Mediq account

If you do not have a Mijn Mediq account, you must first contact our customer service. They will provide you with a return number.

Returns without registration and a return number will not be processed and are not eligible for credit or compensation.

Goods can only be returned if you notify us within 30 days of receipt. This also applies to goods incorrectly delivered by us. Mediq is not obliged to accept returns if notified more than thirty days after delivery.

The pre-registered items can be dropped off at a PostNL drop-off point after Mediq has confirmed your return. If this is not possible for you, the items can also be collected by a carrier. Please discuss this with customer service. Please ensure the materials are complete, undamaged, unopened, and in the original packaging when returned.

If you register your return with us within 30 days, crediting will take place after receipt, inspection, and approval by Mediq.

Returning devices or pumps (other than infusion and feeding pumps)

You can easily register your infusion pump return via Mijn Mediq. For returning other devices or pumps, you must first contact our customer service to receive a return number. Pack your return in a sturdy box to prevent damage to the device. Seal the box with tape. Then send your package to the following address:

Mediq
Attn: Decontamination Department
Ref: (your return number)
Reply Number 12310
2665 ZZ Bleiswijk

Returning items related to a safety notice

Do you have items you want to send to us because you received a safety alert via Mediq? Always register your return with us first by contacting customer service. You will receive a return number, which you should write on the box in which you send the materials back. You can return the item in one of two ways: PostNL can pick up the package from your home, or you can drop it off yourself at a PostNL parcel point.

Returning a MedBIS order?

The return process for MedBIS orders works slightly differently. See our return process for institutions.

Conditions for returning items

Only materials that meet the following criteria are accepted for return:

• For private customers: goods notified within 30 days of receipt;
• Sterile goods in full, complete, undamaged, unopened, and unmarked packaging;
• For business customers: products with a shelf life longer than 5 months;
• For private customers: products with a shelf life longer than 2 months.

We do not accept the return of:

• Medicines
• Oxygen
• Refrigerated products
• Nutrition
• Custom ordered items

For business customers: if the value of the return is less than €30,- excluding VAT, a fee of €20,- will be charged for shipping and administration.

Packaging instructions for returning an infusion or feeding pump

We are happy to help you package your infusion or feeding pump properly so it is sent to us correctly. Below are the instructions for returning your infusion or feeding pump.

Returning an infusion pump

When returning an infusion pump to Mediq for replacement, it is important to package the pump carefully. Follow these instructions:

1. Use the previously provided case to place the infusion pump and accessories in.
2. Add the following materials to the case: the infusion pump (make sure it is turned off) and all supplied accessories (if applicable), such as power cord, power adapter, infusion bag, drip sensor, pump key, and bolus button.
3. Important: If the infusion pump has been in an environment with MRSA bacteria or was used to administer cytostatics, use the supplied RED bag to place the filled case for return. You must also notify Mediq of this in advance.
4. If point 3 does not apply, use the supplied BLUE bag to place the filled case for return.

Materials such as infusion lines, needles, needle containers, catheters, medication, and medication cartridges do not need to be returned. Any leftover medication and/or cartridges can be returned to your local pharmacy. This also applies to used needles in a sealed needle container.

Returning a feeding pump | pickup appointment

When returning a feeding pump to Mediq for replacement, it is important to package the pump properly so the courier can take the package with them immediately. Follow these instructions:

1. Pack the feeding pump in a sturdy box to prevent damage to the pump. Seal the box well with tape.
2. Important: If the feeding pump has been in an environment with MRSA bacteria, use the supplied RED bag for packaging the pump for return. You must notify Mediq of this in advance.
3. If point 2 does not apply, you do not need to use a bag before packing the pump in a sturdy box.

Returning a feeding pump via a PostNL parcel point

1. Pack the feeding pump in a sturdy box to prevent damage. Seal the box well with tape.
2. Write the following address on the package:
   Mediq
   Attn: Decontamination Department
   Reply Number 12310
   2665 ZZ Bleiswijk
3. Drop off your package at a PostNL parcel point. You can find a nearby parcel point via PostNL’s location finder. Please keep your shipping receipt carefully.

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Safety Notice FreeStyle Libre 3 and FreeStyle Libre 3 Plus Sensors

Do you have questions about the safety notice for the FreeStyle Libre (FSL3) sensors from Abbott? On the manufacturer's website https://www.freestylecheck.com/nl-nl/home.html you can check whether your current or unused sensors fall under this safety notice. They will guide you step-by-step.