Shipping & Returns

1. Overview

At KIOPSI, we design and manufacture high-fidelity 3D-printed anatomical models and training tools for healthcare professionals, institutions, and educators. Because many of our products are professional-grade and made to order, our shipping and returns policies are designed to balance flexibility with quality, traceability, and safety.

If you have any questions at any point, you can reach us at info@kiopsi.com.

2. Shipping Policy

2.1 Order Processing

  • Processing time: Most standard products are prepared for shipment within 3–7 business days after payment is confirmed.
  • Custom / patient-specific models: Lead times may be longer depending on complexity. We will provide an estimated dispatch date during quotation or checkout.
  • Orders are processed Monday–Friday, excluding public holidays.

2.2 Shipping Methods & Delivery Times

  • We ship using reputable courier and logistics partners.
  • Estimated delivery times:
    • Domestic (within Turkey): typically 2–5 business days after dispatch.
    • International: typically 5–14 business days, depending on destination and customs procedures.
  • These timeframes are estimates only and may vary due to carrier delays, customs clearance, or factors beyond our control.

2.3 Shipping Costs

  • Shipping costs are calculated at checkout or quoted in advance for institutional orders.
  • For large or bulk orders (e.g., full anatomical sets, institutional deliveries), custom shipping quotes may apply.

2.4 Tracking

  • Once your order is dispatched, you will receive a shipping confirmation email with tracking details (where available).
  • It is your responsibility to ensure that the shipping address and contact details provided are accurate and complete.

2.5 Customs, Duties & Taxes (International Orders)

  • International shipments may be subject to customs duties, import taxes, and handling fees in the destination country.
  • These charges are not included in our prices and, where applicable, are the responsibility of the customer or importing institution.
  • Please check with your local customs office for more information before placing an order.

3. Returns & Exchanges

Because KIOPSI products are used for professional training and education, and many are custom-made or produced to order, our returns framework distinguishes between standard catalog items and custom/patient-specific items.

3.1 General Conditions

To be eligible for a return:

  • The item must be unused, undamaged, and in its original packaging.
  • A proof of purchase (order number or invoice) must be provided.
  • You must contact us before returning any products, so that we can validate the request and provide instructions.

We reserve the right to refuse returns that do not meet these conditions.

3.2 Standard Products (Catalog Items)

Standard products are those available directly in our online shop (for example, predefined foot deformity models, standard anatomical sets) without any customization to a specific patient or case.

  • Return window: You may request a return within 14 days from the date you receive the product.
  • Return shipping:
    • If the item is being returned due to damage in transit or a KIOPSI error, we will cover or reimburse reasonable return shipping costs.
    • For change-of-mind or selection errors, return shipping costs are the responsibility of the customer.
  • Refunds:
    • Once the returned item is received and inspected, we will notify you of the approval or rejection of the refund.
    • Approved refunds are generally processed within 7–14 business days using the original payment method, unless otherwise agreed.

3.3 Custom, Patient-Specific & Made-to-Order Items

Custom models — including but not limited to patient-specific CT/MRI-based models, customized anatomical variations, branded or institution-specific kits — are produced individually according to your specifications.

  • Due to their custom nature, these items are non-returnable and non-refundable, except in cases of:
    • Manufacturing defects,
    • Transport damage, or
    • A clear discrepancy between the approved design/specification and the delivered product.
  • Minor cosmetic variations inherent to 3D printing (e.g., surface texture, slight color differences) do not constitute a defect.
  • In the event of a validated defect or KIOPSI error, we will either:
    • Repair or replace the item; or
    • Offer a partial or full refund, as appropriate and agreed.

We may request photos, documentation, or return of the model to assess the issue.

3.4 Damaged or Incorrect Items

If your order arrives damaged or incorrect:

  1. Please contact us at info@kiopsi.com within 48 hours of delivery.
  2. Include:
    • Your order number,
    • Clear photos of the outer packaging and the product,
    • A brief description of the issue.
  3. We will review the case and provide next steps, which may include replacement, repair, or refund.

Please do not dispose of the packaging or product until we confirm how to proceed.

3.5 Cancellations

  • Orders for standard catalog items may be cancelled before production/packing has started. Once the order is processed and handed over to the carrier, cancellation is no longer possible, and the standard returns process applies.
  • Orders for custom or patient-specific items can only be cancelled before design and production work has begun. Once we start modeling or printing, the order is considered in progress and cannot be cancelled.

4. Professional Use & Limitations

  • KIOPSI products are designed for education, research, and training purposes.
  • They are not intended for direct diagnostic or therapeutic use on patients and must not replace clinical judgment.
  • It is the responsibility of the customer to ensure that the products are used by appropriately trained personnel and in accordance with local regulations.

5. Contact

For questions regarding shipping, returns, or product eligibility, please contact:

KIOPSI

info@kiopsi.com

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