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Terms and Conditions

Applicable conditions

  • These terms and conditions of sale (“Terms and Conditions”) apply to all purchases made by customers (“Customer(s)”) on our online store at https://www.isla-med.com/ . The online store is owned and operated by ("we", "us", "our".)
  • All the products we sell through our online store, including but not limited to medical devices, pharmaceuticals, medical aesthetics products, disposables, and cosmetics (“Products”) are covered by these Terms and Conditions.
  • We only sell our products to aesthetic clinics, hospitals, and doctors. ISLA Medical doesn’t accept orders from private individuals. Before we will start selling our products, we will need to confirm your account and ensure that you are a medical professional.

Orders

  • Once the account has been confirmed, customers may place orders on our website 24/7. The orders will be processed as quickly as possible, usually within 24 hours.
  • After the order has been placed, the customer will receive an initial order overview by email. However, please note that this is not an order confirmation, and the customer’s order is not binding at this time.
  • A binding agreement is made between the Customer and Isla Med is made when the customer receives a confirmation email (Order Confirmation) with the shipment notification.

Availability of Products

  • Although we endeavor to have all of the Products shown on our store available, we cannot guarantee that all of the shown products will be available. If we are unable to execute the order, we will either (i) offer the Customer an equivalent of the desired product, or, if the Customer isn't ready to accept the offer, (ii) notify the Customer that we are unable to fulfill the order.
  • If the customer isn't ready to accept the alternative product in the event we are unable to fulfill the order, we will have no further liability to the Customer. In case the Customer has already made a full payment, we will refund the payment in full.

Customer information

  • The Customer is responsible to ensure that all the information needed for successful order delivery, including but not limited to VAT number (if applicable,) is provided by the Customer in the correct form
  • In case the Customer makes changes or adjustments to the information provided to us, we reserve the right to verify the new information. The new information will be re-evaluated during a 72-hour period.

Delivery and delay

  • Upon confirmation, products available in stock will be shipped in 24 hours.
  • All orders will be shipped with DHL Express. We will provide our customers with a tracking number.
  • Depending on the country of order, the shipment is expected to arrive between 10-14 days. The maximum delivery time is 60 days from the day of the order confirmation.
  • If the order shipment is delayed more than 6 working days from the date of the confirmation, we will notify the Customer. In this case, the remedy is the repayment of the purchase sum.
  • ISLA Medical is not responsible for errors in delivery caused by incomplete or wrong information provided by the customer, or when the Customer made changes during the transit of the Products.
  • Pick-up of orders from our warehouse is not possible.

Price and payment

  • All prices on the Products listed on the website are exempt from VAT, regional taxes, duties, and shipping costs. The shipping cost will be added to the total amount.
  • Prices are liable to change at any time, but the changes will not affect the orders for which an Order Confirmation was sent.
  • Our online store contains a large number of Products, and although we always try to ensure that the correct price is displayed, some of the listed Products may be incorrectly priced. Price verification is part of our dispatch procedure, and if the correct price is lower than the listed price, we will charge a lower amount. If the Product’s correct price is higher than the listed price, we will either contact the Customer to notify them about the price difference or reject the order and notify the Customer.
  • ISLA Med is under no obligation to provide the Customer the Products at a mistaken (lower) price even if the Order Confirmation was sent, and the mispricing was reasonably recognized by the Customer.
  • Payment for all Products must be made prior to order processing. ISLA Medical is under no obligation to deliver the Products until the full and correct payment was received from the Customer.
  • No business is conducted with EU-based customers unless they have a valid VAT number. All prices on www.isla-med.com are listed in Dollars. We accept payment via Visa, MasterCard and Maestro credit cards.
  • In case you want to pay via a bank transfer, we kindly ask you to contact us through email for bank details. Please note that a handling fee will be added to the invoice.
  • Customers paying by credit card are subject to validation checks. We reserve the right to delay or cancel any order if fraud is suspected.

Compliance with applicable laws and regulations

  • ISLA Med acts as an international wholesaler. Except for the cases specified in these Terms and Conditions, we don’t assume any liability for compliance with the legislation applicable to the Customers and the Products in the jurisdiction where the Customer conducts business.
  • By accepting these Terms and Conditions, the Customer proactively takes the responsibility of being in compliance with and strictly following current international and local legislation in force for all handling of the Products.
  • The Customer agrees that it will obtain and maintain all necessary permits, licenses, and authorizations. It will also make all required notifications to relevant authorities, necessary for the import and usage of the Products to ensure compliance with applicable laws and regulations.
  • The Customer warrants that it will be responsible for all post-purchase obligations (if any), including market surveillance activities, such as reporting substantial changes to the product specifications and quality systems, reporting adverse events, handling complaints, customer notifications, and recalls.
  • The Customer warrants that any handling obligations or selling restrictions attached to the Products (following from e.g. these Terms and Conditions, the product package, or applicable laws and regulations) as to further resale or import of the Products will be complied with and that the Customer will impose such restrictions on any subsequent customer of the Products.

Defects

  • Except as expressly stated in these Terms and Conditions, ISLA Medical makes no promise or warranty of any kind or nature, express or implied, concerning the Product and its fitness for a particular purpose.
  • Products delivered by ISLA Medical are deemed to be free of any defects and approved by the Customer if defects are not reported in writing to ISLA Medical any later than 3 days after receipt of the Products by the Customer. The notification to us must include a complete description of the complaint and any action taken in response to the complaint by the Customer.
  • The Customer warrants that the Customer will perform a thorough inspection of the Products delivered by ISLA Medical immediately upon receiving the Products.
  • In the case of justified and properly notified complaints, ISLA Medical is only obligated, at its discretion, to reduce the price, replace the Products or take them back and refund the purchase price.
  • ISLA Medical will not reimburse the Customer for any transportation costs, handling fees, taxes, duties, processing fees, or other fees incurred during the process of the Products return.
  • Your refund will be issued to the original credit card used to place the order. Shipping and handling costs are not refunded. Please note that refunds can take up to 29 working days to show on your account due to varying processing times between payment providers. Contact your bank for more information.
  • Products, which ISLA Medical consents or directs in writing to be returned, shall be returned by the Customer to ISLA Medical or such destination directed by ISLA Medical. We shall decide the means of transportation (e.g. by ship, air, truck) and forwarding agent in each case. We are not responsible for any damage to the Products during return shipment.

Products damaged in transit

  • We bear the risk of freight of the Products to the Customer. Any claims for loss, shortage, breakage or other damage occurring in transit must be notified to freight immediately and no later than 3 days after the Customer has learned or should have learned about the problem. Claims received after this time limit are not accepted.
  • Notification must be accompanied by relevant pictures of the loss, shortage, breakage, or damage and the report made by the carrier. Claims submitted by the Customer without appropriate documentation will be rejected.
  • The Customer will cooperate fully and loyally with us in our efforts to establish a claim against the carrier.
  • The sole and exclusive solution for the Customer in case of damage in transit is a replacement order or repayment of the purchase sum, at the discretion of ISLA Medical. The Customer disclaims all other remedies in case of damages in transit.

Liability

  • ISLA Medical is liable in accordance with the ordinary rules of Dubai law with the limitations and exclusions set out in these Terms and Conditions.
  • ISLA Medical is not liable to the Customer for any indirect losses or claims, including but not limited to claims for damages not about the Products, as well as loss of profit, production, goodwill, as well as operating losses.
  • ISLA Medical’s aggregated liability for any claims, including damages and refund, is limited to the total amount of the purchase price. The limitation applies irrespective of the basis of the liability and will to the extent possible include claims based on product liability, acts of negligence, etc.
  • Any claims, including claims for breach, remediation of defects, and delays, will be barred and obsolete 3 months following Product delivery, irrespective of whether the Customer was or should have been aware of the existence of the claim.

Third-party rights

  • The parties agree that ISLA Medical assumes no liability for the Products’ possible infringement of any intellectual property rights of third parties.
  • In case the Customer is informed of any claim, suit, or demand about any alleged intellectual property right infringement relating to the products, the Customer agrees to swiftly notify ISLA Medical.

Product liability

  • ISLA Medical is not liable for bodily injury or damage caused by the Products, except in the cases when such liability cannot be excluded under the mandatory law.
  • ISLA Medical is not liable for damage to property caused by the Products after delivery has taken place and/or whilst the Products are in the possession of the Customer.
  • ISLA Medical’s liability will in no event exceed the purchase sum for the Products, except in relation to personal injury.

Adverse event reporting and recall

  • The Customer must within 3 days from the time when information on an adverse event comes or should have come to the Customer's knowledge provide any available information thereon to ISLA Medical. In this respect, an adverse event means (i) any malfunction, failure, defect, or deterioration in the characteristics and/or performance of a Product, as well as any inadequacy in the labeling or the instructions for use which, directly or indirectly, have or might have led to the death of a patient or a health deterioration (ii) any technical or medical reason in relation to the characteristics or performance of a product.
  • If the Customer becomes aware of any other information regarding the Products, including possible infringement of intellectual property rights, that the Customer believes is reasonably likely to be of importance to Direct Derma Supplies, the Customer must immediately notify Direct Derma Supplies.
  • ISLA Medical will notify the Customer immediately in the event of our knowledge about a product recall and will provide information on how to return all affected products. The recall measurements may vary from product to product, and the customer must comply with the instructions unless they violate laws and regulations applicable to the Customer.

Taxes and other payments

  • The Customer is responsible for the collection and payment of any taxes and other expenses (the “Charges”,) imposed with regard to product Purchase, and any Charges arising from carrying on of your business.
  • ISLA Medical is not in any way liable for Charges imposed by the tax and customs authorities in the recipient country. Customers are liable to pay any Charges caused by the Product being sent to the recipient country.
  • ISLA Medical is not liable for any delays due to the tax and customs authorities seizure of the Products.

Governing law and venue

  • These Terms and Conditions, including disputes regarding their validity, are determined by the Dubai law. This is irrespective of any conflict of laws rules resulting in the application of another jurisdiction, and excluding international private law rules (such as UN Convention on CISG.)
  • Any dispute arising out of, or in connection, with these Terms and Conditions, including but not limited to disputes over their validity, must be settled by the ordinary Dubai courts.
  • Notwithstanding the above, ISLA Medical will always be authorized to initiate legal proceedings under the home jurisdiction of the Customer.