Contacting Us for Technical Support
After-sales returns process
Technical support for our products is provided by telephone during normal office hours GMT on
+44 (0) 3450 522 433 or by email through firstname.lastname@example.org.
All issues and customer behaviour knowledge gained through this process is fed back to marketing and product development so can make any improvements in the product, its packaging, supporting literature or marketing material.
We will always attempt to diagnose a customer’s issue over the phone or by email. Where an item appears to be faulty or requires investigation we will issue an Return Merchandise Authorisation (RMA) number and request the goods be sent to us or we arrange collection, capturing any customer reference and details at this point.
Upon receipt we may contact the customer/reseller by email or phone (if no email provided) to confirm receipt of the items.
We take photos of the packaging and the condition of the goods upon arrival and include these within our report. We aim to resolve issues and provide our report detailing our findings within 7 days of receipt of any returns.
Returns fall into three categories:-
No fault found
For any valid faulty item received within the warranty period, at our option we will either:-
Repair the product defect at no charge, using new or refurbished parts that are equivalent to new in performance and reliability or
Exchange the product with a product from our hospital stock that is new or refurbished that is equivalent to new in performance and reliability and is at least functionally equivalent to the original product, or
Refund/credit the purchase price of the product within 30 days of purchase if goods unused and returned in as new condition.
There is normally no charge for any return carriage.
This would apply to any product or part of a product which has been damaged by customer abuse or through normal wear and tear.
We advise the customer/reseller of our standard repair charge and any parts required to return the unit to a fully working order.
Our standard repair charge is £29.99 + parts and VAT. Items will be repaired or replaced from refurbished hospital stock as part of this service.
Return carriage is charged at £9.99 + VAT per consignment in these circumstances.
No Fault Found
We normally return No Fault Found (NFF) items with a carriage charge of £9.99 + VAT per consignment.
If requested by a reseller to re-stock and issue a credit then we would make a re-stocking charge of 25% of the price of the goods to cover repacking and administration etc.
Items re-stocked as no fault found will be used as hospital stock to provide swap out replacements for valid in-warranty claims.
Spare part provision
We hold a range of standard spare parts for all our products in the UK.
These are normally used to support the repair of faulty items but may be available to purchase should a customer or reseller require.
Items such as our professional camera pipes are user replaceable and can be available for resellers to order directly from us.