Effective November 2025
Cook Medical has developed the following Standard Business Procedures to enable us to deliver superior service throughout Europe. This booklet provides information designed to assist in ordering products from Cook. Further help and assistance can be obtained by contacting our Customer Service department. These Standard Business Procedures are subject to Cook’s Conditions of Sale which shall always apply unless otherwise stated in writing. In the event of any inconsistency between these Standard Business Procedures and the Conditions of Sale, the Conditions of Sale shall prevail.
Due to the nature of our business and the ever-changing environment in which we operate, it may be necessary to change these Standard Business Procedures without notice. Our current Standard Business Procedures are available online at www.cookmedical.eu.
| Stock Products | Stock Products: Cook products which are held in our warehouse and are available for immediate dispatch. |
| Non-Stock Product | Non-Stock Products: Cook products built to order. |
| Custom Made Devices | Custom Made Devices: Any Cook device specifically made in accordance with a duly qualified medical practitioner’s written prescription which gives, under his responsibility, specific design characteristics and is intended for the sole use of a particular patient. |
| Maximum Order Quantity | In order to manage our stock to best satisfy the needs of all our customers, it is sometimes necessary to impose a maximum quantity of a particular product that can be ordered on any one order. An estimated delivery date will be provided for the quantity required in excess of the Maximum Order Quantity. |
| Minimum Order Quantity | The minimum quantity of a product that can be ordered on any single order. |
| Minimum Order Value | To supply quality products at a competitive price, Cook has a Handling Fee decided to apply a Handling Fee for orders below a Minimum Order Value. |
| Product Complaint | A Product Complaint is any complaint questioning the identity, durability, reliability, usability, safety or performance of a marketed product. This includes all labelling issues. |
| Product Recall | Cook will initiate a recall of a product from the market if an immediate risk of death or serious deterioration of patients’ health is experienced, or if an evaluation of a product complaint reveals that a product has a serious defect that might endanger patients’ health. |
| Product Returns | The return of products requested by a customer where the Customer has no Product or Service Complaint. For example, where a customer has ordered too many products, or the incorrect product. Cook regrets that Non- Stock Products and Custom-Made Devices cannot be returned. |
| Service Complaint | A Service Complaint is any complaint indicating a failure to meet Customer expectations for reasons other than the identity, durability, reliability, usability, safety or performance of a marketed product. For example, invoicing errors, wrong product shipped, wrong quantity shipped, or missing product. |
| Ship Complete | Cook’s standard shipping arrangement is to ship the goods on an order as they become available. Where a customer requests Ship Complete, all the goods on the order will be collected and the entire order will be sent in one shipment when all the goods on the order are available. |
| Unit Quantity | The quantity of products that are packed in one box (unit). |
We are open to processing orders during normal Business Hours – please see Appendix for details. Our friendly and knowledgeable Customer Service Representatives will be happy to assist with any queries you may have during these hours.
Faxes and e-mails received outside these hours will be processed as soon as possible during Business Hours on the following day.
Orders may be placed by telephone, fax, e-mail, or letter. When placing an order, we kindly request that customers provide a Purchase Order number.
If an order is subsequently confirmed in any format, we kindly request customers to state that the confirmation is for an order previously placed, so as to avoid double ordering.
For urgent orders, Cook advises Customers to contact Cook Customer Service by telephone to ensure the availability of the required product(s) and to agree on the shipment method, before placing the order.
All products ordered are subject to Minimum Order Quantity, Unit Quantity, and Maximum Order Quantity policies as per the previous Definitions. These policies apply on a product-by-product basis.
For orders below the Minimum Order Value (see Definitions) a Handling Fee will apply. For details of this Handling Fee, please see Appendix.
Accepted orders will be confirmed by Cook with a written Order Confirmation.
Cook reserves the right to change or discontinue any product without notice, unless otherwise agreed.
Cook catalogues and other information do not guarantee the availability or technical specifications of products. Cook reserves the right to change its product range or the technical specifications of products at any time. The availability of products will be confirmed at the time of ordering.
Orders which have been confirmed by Cook with an Order Confirmation cannot be cancelled or changed. Products can be returned as set out in Section 6.
All products on a given order are shipped as they become available, which may result in several shipments for one order.
Cook, at its discretion, may provide a Ship Complete option, if required. Customers requiring this option should contact Cook Customer Service.
All shipments will be sent with pack-slips on the outside of the boxes.
If on receipt of a shipment the packing and/or the products are damaged, the Customer should refuse to accept delivery of the shipment (or part of it) and note the reason for rejecting the delivery on the carriers’ delivery document and make a note of the Airway Bill Number (AWB).
All shipments are on an EXW basis (Ex Works – Incoterms 2010). Freight Charges are applicable per shipment and will be included on the invoice when subject to Cook’s freight agreement.
For Stock Products
For Other Products
Shipments will be delivered on a predefined schedule and by a designated carrier as advised by individual customers, or other carriers at the discretion of Cook after agreement with the customer.
The availability of Special Delivery options is subject to the Customer’s shipping address. We kindly request Customers to contact Customer Services to determine the availability of these options.
Whilst we will always endeavor to meet the Shipment Dispatch and Delivery schedules as described above, Cook cannot guarantee that these schedules will be achieved as deliveries can be influenced by many factors outside of our control.
All prices stated are net VAT, Freight Charges and Handling Charges unless otherwise specified. Prices are based on List Prices at the time the order is placed unless otherwise agreed.
Invoices are sent daily with no copies. Commercial invoices are sent with shipments.
Invoices are due for payment based on the terms set out on the invoice.
Product Returns are as defined in the Definitions.
Returned products will only be subject to the Product Return Rules and Credit Policy (below) where the returned Product and packaging are complete, undamaged, and any sealed packaging has not been opened. If the Products are incomplete, damaged or seals have been broken, the Products may be returned, but no credit will be issued.
Products which have been delivered can be returned and will be credited on the following basis:
| Timing of Proposed Return | Is Return Accepted by Cook? | Credit and Restocking Fees |
|---|---|---|
| Returned within 14 days from date of shipment | Cook will accept Returns | Cook will issue Full Credit for the value of the products only. Unfortunately, we cannot issue credit for Handling Fees. |
| Returned after 14 days from date of shipment, but before 90 days from date of shipment | Cook will accept Returns | Full credit will be issued against the value of the products only, less a Restocking Fee calculated as 20% of the invoice price for the products. Unfortunately, we cannot issue credit for Handling Fees. |
| Returned after 90 days from date of shipment | Cook will accept Returns | No credit will be issued. |
To return products, Customers are requested to contact Customer Service prior to returning the products in order to get a Return Authorization (RA) Number. The RA Number MUST be marked on the outside of the box – this is very important for reasons of identification. We regret that we cannot accept Product Returns from the carrier unless the Return Authorization number is marked on the outside of the box.
Cook Customer Service will inform the Customer of the address to which the products must be returned when receiving the request to return. The address is also listed in the Appendix.
Customers are responsible for arranging shipment of Returns to the Cook address given.
If a customer does not want to use their own carrier, Cook will send a nominated Cook carrier to collect the products. To request this, the Customer should contact Cook Customer Service.
We kindly request that Service Complaints (see Definitions) be communicated to Cook Customer Service immediately.
If a Service Complaint results in a return, the Customer should follow Product Return Procedures in Section 6 above.
If a Service Complaint results in a return, Cook will pay for Freight Costs. Customers are requested to use the nominated Cook carrier. To request this Service, the Customer should contact Cook Customer Service.
It is very important that any Product Complaints (see Definitions) should be communicated to Cook Customer Service immediately. The customer is also requested to contact their Regional Manager who will seek to gather additional information concerning the Product Complaint.
To return products under a Product Complaint, the Customer should follow Product Return Procedures in Section 6 above. Cook will pay for Freight Charges.
In order to ensure safe return of the devices, the product(s) must be placed in a sealed leak proof container which should then be placed in a second package for protection of the product. Thereafter, all must be packed in a transport box for return.
Monday to Thursday: 07:30 – 16:30 hours (GMT)
Friday: 07:30 – 15:30 hours (GMT)
(GMT + 1 = Central European Standard Time, GMT+ 2 = Central European Summer Time)
| Minimum Order Value | EUR 200/US $200 |
| Handling Fee for orders below the Minimum Order Value | EUR 200/US $200 |
Telephone: +353 61 239240
Fax: +353 61 239227
E-mail: ssc.distributors@cookmedical.com
Cook Medical EUDC
Robert-Koch-Straße, 2
52499 Baesweiler
Germany
(ONLY TO BE USED WHEN ADVISED BY COOK CUSTOMER SERVICE)
William Cook Europe ApS
Sandet 6
DK-4632 Bjaeverskov
Denmark
Cook Europe Shared Service Centre
O’Halloran Road
National Technology Park
Limerick V94 N8X2s
Ireland