Repair Terms and conditions
Medical Equipments
1) CONTACT CLIENT :
Technical support: The local distributor must be contacted in case of a problem. If the local distributor cannot solve it, please contact the technical support team : service.au@enovis.com
Repair progress: The After Sales Service will e-mail you a Service Request number upon receipt of your device.
To follow up on the progress of the repair, please contact the After Sales Service in Sydney on Service.au@enovis.com.
2) PRODUCT RETURN FORM
The product return form is mandatory for the After Sales Service to proceed with your request. The repair is put on hold if the product return form has not been filled out or is missing any information.
If shipped without the form being filled out and no response or contact is made from the sender the device will be scrapped at the end of three months after its receipt at the Enovis ANZ After Sales Service.
3) DEFINITION OF THE EQUIPMENT REPAIR CONDITIONS
3.1
– DEVICE UNDER WARRANTY
If the device is under warranty, it will be repaired or replaced free of charge after investigation. Any defect due to mishandling (dropping, immersion, etc…) or due to any misuse / not compliant with the user manual of the device (incorrect charger, non-approved battery etc…) will cancel any warranty.
The user must return the device with all its accessories (except electrodes and vaginal/anal probes), the purchase invoice and the completed product return form. It will be easier to identify the issue and thus reduce the processing time.
If the device is still under warranty but not its accessories (cables, batteries, etc… ) and the latter are defective, these will be replaced and invoiced. A quotation will be sent to the customer.
Special case OUT-OF-BOX FAILURE :
The device doesn’t work correctly and its acquisition is less than a month old.
In this case, the customer must contact internationalproductsupport@enovis.com to determine whether the problem is due to a real defect or misuse of the device. If a return is necessary, the device must be returned with all its accessories, the completed product return form and the purchase invoice.
The device must have been purchased less than one month before the date of receipt at Enovis ANZ.
If the device is defective, Enovis ANZ will replace it within 5 working days (subject to availability).
If the date of purchase is more than one month or if the device is not defective, the device will be repaired if necessary and returned.
3.2 – PRODUCT OUT OF WARRANTY
The customer must return the defective device with all its accessories (except electrodes and vaginal/anal probes) and the completed product return form stating the problem encountered.
3.3 - If the device is out of warranty, the customer will have the choice between :
• OPTION A (MAX FLAT RATE) for the devices listed in Annex A:
The invoicing will be based on the replaced parts (including the defective accessories), the labour fees and the freight costs; it will be at the maximum flat rate indicated in ANNEX A.
The customer agrees that the repair is done without quote. This significantly reduces the repair lead time to a maximum of 5 working days after receipt at Enovis France.
A proforma invoice will be raised and the device will then be returned to the customer after receipt of payment.
Beware that the max flat rate option is only possible if the device can be repaired. If the device cannot be repaired, Enovis will suggest the purchase of a new device.
• OPTION B (QUOTATION)
The customer asks for a detailed repair quote.
Once the device and return form are received, the quotation will be sent within 5 working days.
The customer must sign and agree or refuse the quotation.
The device will be repaired once the signed agreement has been received and the device will be sent back to the customer after receipt of the payment. If the quotation is refused, then the customer will be invoiced an administrative fee (Annex B).
4) NO RESPONSE TO A QUOTATION
If the customer doesn’t give any response to the estimate, then a reminder will be sent by Enovis ANZ using the contact details stated on the product return form.
If the quotation is still left without any response, a recorded letter will be sent to the customer.
Should there be no reply from the customer, the device will be scrapped within three months after its receipt at Enovis ANZ.
5) REJECTION OF A QUOTATION
When the quotation is rejected by the customer:
✓
The device will be sent back to the customer upon request when the estimate is rejected after payment of the administrative and freight fees.
✓
The device will be scrapped if the customer doesn’t ask for its return at the time of rejection. An invoice for administrative fee only will be sent to the customer.
6) PAYMENT
The devices will be sent back to the customer the next working day after receipt of payment.
If the payment is delayed, this will postpone the return of the device.
If there is no payment after a month, a reminder will be sent to the customer.
Should there be no reply from the customer, the device will be scrapped within three months after its receipt at Enovis ANZ After Sales Service.
7) WARRANTY OF THE REPAIRS
Spare parts and labour are covered with a six-month warranty only for the same problem (excluding transport). This warranty starts from the date stated on the repair invoice. It applies to the repaired or replaced parts. All other parts are excluded from this warranty.
8) TRANSPORT
If possible, the device must be returned in its original packaging with all its accessories (cables, charger, battery, applicator…).
If not possible, the device must be packed as carefully as possible to ensure that it will not be damaged during transport.
Transport damage will not be taken under warranty.
The transport of any device is handled in the following way:
- The transport of the defective device to the shipping address of After Sales Service – Enovis ANZ is dealt with by the user.
- The transport of the repaired device to the shipping address of the Customer is arranged by Enovis ANZ
- We can help and arrange transportation for oversize/heavy devices. Please contact service.au@enovis.com if necessary.
9) HYGIENE AND MICROBIOLOGICAL CONTAMINATION
All the devices must be returned cleaned and disinfected.
Enovis ANZ may refuse the device if correct hygiene and cleanliness standards are not met.
Used electrodes and probes must not be sent, except if the After Sales Service requests them. Otherwise, they will be destroyed upon receipt.