Below are the terms under which your pressure care product is covered under our manufacturer’s warranty.
IQ Medical Ltd guarantees this equipment under correct use for a period of 3 years after delivery to the original purchaser; proof of purchase must be presented with any claim.
For any Mattress System returned within the warranty period and proven to be defective, iQ Medical Ltd will agree to one of the following options:
a) Correct the defect by product repair
b) Replace the product with one of the same, or similar design
c) Refund the purchase price, without charge
Repaired or replaced parts and products are warranted for the remainder of the original warranty period. You will be charged for repair or replacement of the product made after the expiration of the warranty period.
• This warranty excludes equipment damage or failure through acts of god, an incidence of excessive voltage or current, shipping, tampering, improper maintenance, carelessness, accidental damage, negligence or misuse. This warranty also excludes products that have been altered, repaired or dismantled other than with the manufacturer’s written authorisation, and following the approved procedures, by properly qualified technicians.
• In no event shall IQ Medical Ltd be liable for any direct or indirect damages or losses resulting from the use of the equipment.
3-year all-inclusive warranty includes all parts (including covers) and labour.
An annual check of the product to include measurements of the flow and pressures should be completed. The
Annual Check List can be provided by IQ Medical Ltd.
IQ Medical Ltd operates a comprehensive returns and warranty procedure process, managed by our customer services team who can be contacted by telephone on 01788 833989 or by email to sales@iqmedical.co.uk.
Process
Non urgent warranty breakdowns should be reported to Customer Services with the details of the product including name of the device, serial number(s) and description of the fault. Customer Services will then contact the customer to arrange collection or repair of the unit, which may be replacement parts or an engineer visit.
Following an urgent report of a faulty product or incorrect delivery of an order this will immediately be escalated to the Commercial Manager. The incident will be logged and a unique identification number will be assigned to the incident.
The Commercial Manager will contact the Trust to ascertain the exact fault or incorrect items. The faulty or incorrect items will be collected within 48 hours, and if incorrect items have been delivered, they will be uplifted and the correct items replaced at that time. If it is a mattress or pump fault, they will be returned to our workshop for investigation (a free of charge loan replacement can be delivered at that time, if required).
All mattress and pump returns are thoroughly investigated by our experienced Mattress Technicians and are also reported to the Manufacturing Team for product development.
The Customer Services Team will complete the Fault Report with details of the investigation outcome and resolution.
A copy of the Fault Report will be returned to the Customer with the product.
All warranty or failure issues are monitored so IQ Medical can identify any recurring issues and take action to remedy them either by product modification or manufacturing process.
