Warranty claims and return authorisation

1. Important principles

• Report the issue promptly after discovery and stop using the affected item where continued operation may create a safety or damage risk.
• Do not dismantle, modify, repair or ship the item before receiving written instructions, unless an immediate action is necessary to prevent danger.
• Keep the order, quotation, invoice, delivery and installation records available for identification.
• Remove patient names, dates of birth, examination identifiers, DICOM data and other personal health information from all screenshots and files.
• Use the RMA reference on the outer package and shipping documents only after Medifern has issued it.

2. Coverage overview

3. Warranty and RMA process

4. Information required for assessment

5. Return preparation and logistics

• Wait for written acceptance, an RMA reference and the applicable shipping address before dispatch.
• Follow the item-specific packing instructions. Use suitable original or equivalent protective packaging, including ESD protection where required.
• Do not open, drain, dismantle or otherwise alter an X-ray tube or sealed assembly unless Medifern expressly instructs this in writing.
• Declare contamination, hazardous materials, stored energy, damaged housings or special handling conditions before shipment.
• Remove or back up customer data from controllers or storage devices where technically possible and authorised.
• International freight, export documents, import formalities, customs values, insurance and transport costs are handled according to the written RMA instructions and the applicable contract.

6. Inspection, findings and possible outcomes

After receipt, Medifern verifies the item identity and inspects the reported issue within a reasonable period considering the component, required testing and availability of a compatible system or test method.

Depending on the verified findings, the written contract and applicable rights, the outcome may include:

• repair or other remedial action;
• replacement or exchange with an equivalent suitable item;
• return without warranty action where no covered fault is found;
• a chargeable repair or replacement quotation where the issue is outside warranty;
• credit, price adjustment, refund or another remedy where expressly agreed or legally required.

Medifern will not carry out chargeable work beyond the approved scope without customer authorisation, except where an immediate measure is necessary to prevent danger or further damage.

7. Typical warranty exclusions

The exact exclusions are stated in the applicable warranty or contract document. Typical exclusions may include:

• incorrect installation, commissioning, storage, packing or transport after the agreed transfer of risk;
• operation outside manufacturer specifications or the operating conditions agreed with Medifern;
• external high-voltage, cooling, power-supply, control, software or system-side faults outside the supplied or serviced scope;
• normal wear, consumables or components not included in the written service scope;
• accident, misuse, overload, contamination, liquid ingress or mechanical damage;
• unauthorised modification, opening, dismantling or third-party repair;
• incomplete or incorrect identification, where this prevents verification of the supplied item or contract scope.

A listed circumstance does not automatically determine every case. Coverage is assessed against the actual findings and the governing written documents.

8. Start a warranty or RMA request

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