NEOMED IMAGING COMPANY POLICIES TERMS AND CONDITIONS
PARTS PURCHASE POLICY
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RETURNS - Returns will be accepted according to the following terms. If the returned part is received within 14 days of the original invoice date, a 25% restocking fee will apply. If the returned part is received within 15 - 30 days of the original invoice date, a 35% restocking fee will apply. No returns will be accepted past 30 days from the original invoice date. All returns MUST be started with official notification to Neomed Imaging via Parts Return form submission (please contact us to be issued a return form for your order). All returns MUST have a valid and current open Return Authorization. All returns must be received in the same condition as provided to client free of any physical damage or missing parts. If a return is not accepted for any reason, it will be returned at the client’s expense, and the full amount of the associated invoice will be due. Once a core exchange associated with the order / invoice is received and processed, no returns can be accepted as the order is considered complete and final. Paid invoices associated with a return will have the invoice amount less restocking fee applied as an account credit to the associated client account. No refunds will be issued in these cases. *NOTE: Re-stocking fees are charged to cover any technical support, digital file support, re-testing of returned parts, administrative fees, and is also considered in part a loan value associated to the part being "borrowed" since it is being returned. -- *ATTENTION: Restocking fees apply regardless if the part was used or not, removed from its packaging or not. Restocking fees are applicable as soon as the part is shipped. Restocking fees can only be waived with prior approval from Neomed Imaging management, and is subject to review before an order is fulfilled. ALL RETURNS MUST BE RECEIVED PHYSICALLY AT THE NEOMED IMAGING FACILITY WITHIN THE 30 DAY RETURN WINDOW TO BE A VALID RETURN. NO EXCEPTIONS. RETURNS RECEIVED OUTSIDE THIS WINDOW WILL BE REJECTED AND SENT BACK TO CLIENT AT CLIENT EXPENSE.
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RETURNS / CORE EXCHANGE CREDIT - Any return or core exchange that results in partial / full credit (and a credit memo has been issued) will be retained as credit indefinitely, and can be used against future orders. Per California law, this credit will not expire, and is handled per law governing "gift cards". No refunds can be issued for monetary value and credit is non-transferrable.
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SPECIAL ORDER PARTS - All special-order parts MUST be pre-paid before order is placed with the manufacturer. Once order is placed, it cannot be cancelled. No refunds or credits will be given for special order parts. There are no warranties on special order parts. SPECIAL ORDER PARTS CAN ONLY BE PRE-PAID USING WIRE OR PRE-PAID CHECK, MONEY ORDER, CASHIERS CHECK ONLY. NO CREDIT CARDS CAN BE USED FOR SPECIAL ORDER PARTS.
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RE-CERTIFIED PARTS - All re-certified parts are sold in as-is condition aesthetically, but with an optional 90-day warranty against any functional defect. All Re-Certified parts are cleaned and dis-infected before shipment once final testing is completed. In some cases, there may be evidence of normal wear and / or discoloration due to staining of plastics or rubber pieces on re-certified parts. Please note that the optional warranty does not cover any aesthetic blemishing. While a basic cleaning and dis-infecting of a re-certified part is performed by Neomed Imaging, any deep cleaning exercises or special cleaning requirement shall be completed by the purchaser of parts to suit their own application / operation. Neomed Imaging is not responsible or liable for any special deep cleaning procedures or reconditioning exercises demanded by the purchaser, and any request by purchaser to Neomed Imaging for special cleaning requirements may incur additional fees as it is outside of the general scope of Neomed Imaging Re-Certified parts specification.
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ORDER CANCELLATIONS - All orders must be cancelled before shipment is released or picked up. Once a shipment is released or picked up, the order is final (for Net 30 terms). There can be no cancellations after this time. Once a part has shipped, it will need to come back as a return, and will be subject to restocking fees. If a pre-paid order is cancelled before shipment, and payment has already been made, the pre-paid order is already committed, and cannot be cancelled. No refunds are given. Only account credit can be issued to the payer account no matter what the payment method. Once payment has been made on any invoice billed under terms, no refunds will be issued. Only account credit can be given. No exceptions!
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REFUND POLICY: All refunds must be requested per our refund request form. In the event a refund is issued, the method of refund will be processed as the method used for payment. Based on some other company policies, some orders may not be refundable. In all cases, no refunds can be given after 30 days from the original order date. If a refund is not claimed within 60 days from date that the credit memo is issued (meaning the refund form is not submitted with the appropriate refund information), then the refund will be retained as an account credit to be used on future parts and services without a possibility of a refund beyond that date. All refunds are subject to management approval once request is submitted via refund form.
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Purchased parts are sold with warranties as implied on the invoice for which the part is associated. All parts serial numbers for which warranty is assigned can be found on their respective invoices. Parts warranties are NOT interchangeable with other parts or transferable to any other party. Parts warranties do not cover customer induced damage from incorrect installation, handling, or any other induced failure to the part.
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All submissions for parts and repair services must have the machine serial number listed on the purchase order as well as the quote number, or the signed quotation for which the part or service is ordered for.
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Parts repair services carry a warranty as outlined on their respective invoices. Once the part has been repaired, there can be no refunds or credits in full or in part for the repair process unless the repair cannot be warranted under the NEOMED IMAGING standard warranty term for the repair.
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WARRANTY SHIPPING POLICY: Warranty does not cover shipping costs. Client must send in the part for a warranty claim at their expense. However, if the client requests that Neomed Imaging send a shipping label to cover the cost of return shipping, Neomed Imaging will send a ground speed shipping label to cover the cost of return shipping up front. If the part does not fail, or the part does not qualify for a warranty repair / replacement when arriving to Neomed Imaging facility, then Neomed Imaging may charge a bench charge at the normal rate of service at the time the warranty claim is investigated to be charged to the client account or pre-paid method before part can be shipped back. Return shipping to the client is not covered by warranty or any other policy regardless of part status when it arrives.
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CORE EXCHANGE PARTS - MUST be received within 30 days from date of invoice to receive credit on that invoice. Parts MUST be received complete without any missing pieces, in good physical condition, and free of any tampering or field repair attempts, and be the same revision part that was purchased (unless a different revision is approved for core exchange by Neomed Imaging). Core exchanges that are received past 30 days, received with missing pieces, have been received in poor physical condition, or have been tampered with, or a field repair has been attempted will not be accepted as a valid core exchange. The invoice for which the core exchange has been associated, will be revised with a core charge to reflect the non-receipt of the core exchange part, or in some cases a partial credit only depending on the condition of the received core exchange part. Any part that is rejected completely will be shipped back client at clients expense. The invoice will then be re-sent for payment after the core charge has been added to the client responsible for the payment of the invoice. The invoice payment will still be due by the original due date.
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Pricing is subject to any agreements on file with NEOMED IMAGING. 3rd party pricing can only be honored if a valid business agreement is on file with NEOMED IMAGING, and the account is in good standing. Retail pricing is standard to all clients without a valid business agreement on file.
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SHIPPING AND INSURANCE: Parts shipped from Neomed Imaging MUST have insurance to cover part IN FULL in the event of damage or misplacement by shipping agency. Due to policies surrounding the viability of insurance claims by the shipping agencies, partial insurance is not possible for adequate coverage. Shipping insurance cannot be waived by receiving party unless issued in writing to Neomed Imaging. Waiver of insurance must be in full in these cases. Neomed Imaging is not responsible for any damage due to shipping, and is the responsibility of the buyer of parts to file any claims with the shipping courier. Shipping address MUST be present on the purchase order or signed quotation to be processed and shipped to that address. Shipping addresses may not be honored if present in other forms of communication such as e-mail, phone, sms, or other types of communication. At clients discretion, client may send a pre-paid shipping label should the client wish to set their own terms for shipping, and shipping insurance at the time of the order.
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INTERNATIONAL ORDERS - All international orders must be pre-paid by wire transfer only. Once payment has been received, no refunds can be given even if Neomed Imaging has not started any repair process or order on the request. All parts core exchanges must be sent in advance before a replacement part can be shipped. There are no warranties on any service or part sold to international clients. There are no returns accepted for all international orders. All sales are final and sold as-is.
LIMITED PARTS / REPAIR WARRANTY TERMS AND CONDITIONS
*By using our products and / or services, you agree to the following warranty terms*
Neomed Imaging tests each product before sale, to do our best to confirm the product is free from defects in material and workmanship; if a part fails a test, we do not sell that part until it passes. However, even the most perfect part will immediately break if it is installed into a malfunctioning machine, or if it is installed incorrectly.
Neomed Imaging offers a LIMITED, non-transferrable, non-assignable repair-replace warranty on parts sold. Neomed Imaging will: (1) Repair or Replace any part the Buyer purchased from Neomed Imaging twice (2 times) within the Warranty Expiration Date (see associated invoice for term length), at your request and per our discretion. Simply obtain prior authorization from Neomed Imaging, cover all shipping and handling costs, and return the part to our factory,—and we will repair or replace the part. (2) If you have used your first two repairs or replacements, Neomed Imaging will repair or replace the part a third time, BUT IF: (a) Neomed Imaging suspects, in its professional judgment, that the damage to or failure of the part was caused by a failure of a different component of the equipment for which this product is installed, THEN Neomed Imaging will only provide a third replacement or repair free of charge if Neomed Imaging is contracted for a complete evaluation of the equipment for which the product was installed, to repair the component which is the cause of failure of or damage to the product covered under this repair-or-replace warranty. This complete evaluation would be performed at Buyer’s own expense at the current rate of service set forth by Neomed Imaging at the time of service. If the Buyer refuses to contract Neomed Imaging for a complete evaluation and service agreement, then Neomed Imaging is under no obligation to replace or repair the part a third time. 3) Should a part that is under warranty come in for repair or replacement, and this part exhibits no failure upon evaluation, then Neomed Imaging reserves the right to charge a bench evaluation fee for time spent examining, and testing the part for failure. This bench evaluation charge shall be charged at the current rate of service set forth by Neomed Imaging at time of service.
The duration of the warranty starts on the date of shipment, regardless of when the order was initially placed. The warranty does not cover on-site labor, technical support, shipping / handling / packing, other associated shipping costs, nor any travel expense relating to the original on-site service visit. Warranty does not cover product damages caused by shipping. If Neomed Imaging determines that the part was incorrectly installed, damaged in any way by the client, modified from its original design, or unauthorized work / repair has been performed on the part, then Neomed Imaging may exercise its discretion, and refuse to supply additional parts at no cost. Neomed Imaging’s fulfillment of the warranty is contingent upon all invoices with client being current, and will only be honored if all invoices are paid in full when due. If any invoice remains past due beyond 30 days, the warranty is void.
LEGAL DISCLAIMER NOTICE
Specifications of the products are subject to change without notice. Neomed Imaging assumes no responsibility or liability for any errors or inaccuracies. No license, express or implied, by Neomed Imaging or otherwise, to any intellectual property rights is granted by this document. Except as provided in our terms and conditions of sale for such product, we assume no liability whatsoever, and disclaim any express or implied warranty, relating to sale/and or use of our products including liability or warranties relating to fitness for a particular purpose, merchantability, or infringement of any patent, copyright, or other intellectual property right. The products referenced herein are not designed for use in any other application other than specified by the original product design. Customers using or selling these products for use in such other applications do so at their own risk, and agree to indemnify Neomed Imaging for any liability.
ANY AND ALL MODIFICATIONS TO THE LIMITED WARRANTY TERMS MUST BE IN WRITING AND APPROVED BY NEOMED IMAGING ON A PER-ORDER BASIS
WARRANTY POLICY
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Parts warranty covers part only.
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Warranty for new parts may be honored with a re-certified part or a part of like function in place of the original part or repair of original part sold on original order in cases of warranty claims. Warranties for re-certified parts may be honored with a different re-certified part of like function in place of the original part or repair of the original part sold on original order in cases of warranty claims.
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Repair warranty covers parts and labor associated with the repair of the original failure of the part.
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If no warranty is stated on the associated invoice, than no warranty is given.
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All warranty returns require an RMA number. Returns submitted to NEOMED IMAGING without the RMA documentation will be held, or returned at client expense.
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Warranty claims MUST be filed within the warranty period by RA request. Once an RA is generated for a warranty claim return, the warranty can be sent in for a claim. Warranty claims not sent in before the RA has expired (30 days from issuance), will be void on that issued RA and a new RA must be filed within warranty terms. Warranty part MUST be received before the expiration of the warranty as stated on the related invoice. Any warranty claims received outside the warranty window will not be honored regardless of RA status.
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An exchange OR a repair option may be provided per Neomed Imaging discretion during warranty period. If an order was originally an exchange, a repair option may be offered depending on stock levels, and management approval. Stock is not guaranteed for warranty exchange requests
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All warranties do NOT cover incorrect installation, induced damage (physical or technical), or any other client induced failures including failures induced by service provider negligence. Any warranty claim found to be caused by induced damage or induced malfunction, will, at Neomed Imaging discretion be charged an additional repair cost at the current rate of service. If client does not wish to pay for the additional repair costs, then a bench charge will be assessed. In these cases, the additional charges may be billed differently than set on the associated client account (IE: pre-paid instead of Net 30). Each warranty evaluation request is handled on a case by case basis.
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All warranties do NOT cover aesthetic damages on, but not limited to, panels, glass, plastic pieces, conduit, torn or damaged cabling, physically damaged circuit boards, etc...
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There is no warranty given for special order parts.
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There are absolutely no warranties offered to international clients on any part or service Neomed imaging offers.
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There are no advanced exchange warranties offered to non-net 30 accounts (pre-pay accounts) or on pre-paid orders.
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If a part that comes in for warranty evaluation does not fail a bench test, or if a warranty core is received and doesn't fail bench testing, then a bench charge will be assessed at the current rate of service.
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Warranties cannot be honored unless the associated invoice for the part as been paid in full.
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All warranties must be accompanied by a completed warranty request form. Failure to submit this form will result in delays in warranty evaluation. Please contact us to be sent a form for warranty submission.
TECHNICAL SUPPORT
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Neomed Imaging offers over-the-phone technical support for qualified accounts, to support basic troubleshooting. Technical support is offered during the week Monday - Friday between the hours of 7AM - 4PM (PST). All technical support is handled on a first come first serve basis. All part sales sold from Neomed Imaging stock, come with complimentary technical support for re-installation of parts (this excludes special ordered parts). Technical support is also given based on Neomed Engineer availability at time technical support is requested.
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Technical support may be suspended on accounts that have been put on hold for any reason, or that have been sent to collections
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Technical support will not be offered for the installation or the troubleshooting of parts that are not purchased through Neomed Imaging
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Technical Support is only offered for Equipment Service Provider accounts. End users, whose account type is either patient care provider or equipment sales provider, do not qualify for over the phone technical support.
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Advanced technical support is offered for formally trained field service professionals
PARTS REPAIR POLICY
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Once a repair has been completed, no refunds or credits can be given for the repair. Even if the repaired parts has not been shipped back to the client post repair.
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The repair pricing is non-negotiable. We are already extremely competitive with other providers and will not negotiate pricing.
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Once a part comes in for repair, and an evaluation is completed, there is a non-refundable evaluation charge due if the repair is cancelled before completion.
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If a part comes in for repair, and it is put on hold for more than 30 days, there will be a parts storage fee assessed every 30 days the part is on hold. This fee may be waived if the repair is completed once the part is taken off hold status with approval from management.
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Warranty on all repairs start on the date of repair completion. It is the buyers responsibility to ensure that shipping arrangements are made in a timely fashion in advance with Neomed Imaging to have the part returned promptly.
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Any parts shipped back to buyer will have courier insurance coverage to cover part in the event of damage or courier misplacement. Insurance coverage may not be waived unless issued to Neomed Imaging in writing. Neomed Imaging will not be liable for any damage to parts from shipping. It is the buyers sole responsibility to file any claims with shipping couriers in the event of damage or lost packages.
CREDIT CARD TERMS – FOR CREDIT CARD PAYMENTS
AUTHORIZATION AND TERMS OF SALE
I understand that if there is ANY dispute or dissatisfaction regarding the merchandise / services paid, including fees paid by NEOMED IMAGING to others, that said dispute shall be taken up DIRECTLY with NEOMED IMAGING. I agree that I will NOT request a charge back or credit to my credit card in connection with any charge made pursuant to this agreement. I hereby expressly waive my rights to request any charge back against NEOMED IMAGING now, and in the future. In the event I do attempt a charge back to my credit card, then in the event of a lawsuit being filed by NEOMED IMAGING in relation there to, the prevailing party shall be entitled to recover all related attorneys' fees and cost of suit.
LIMITATION OF LIABILITY
In no event shall Neomed Imaging be liable for any indirect, incidental, exemplary, consequential, special, punitive, or similar damages arising out of or related to any transaction, including lost business, revenues, profits, or personal injury including death. In no event shall the clients total cumulative liability arising out of or related to any transaction exceed the amounts paid by client to Neomed Imaging. The existence of more than one claim or suit shall not expand this limit. The limitations on liability shall apply to the maximum extent permitted by applicable law in the State of California, regardless of the cause of action (whether in contract, tort, or otherwise), even if advised of the possibility of such damages. These limitations on liability are an essential part of this business agreement and shall be valid and binding even if any remedy is deemed to fail of its essential purpose. To the extent it is lawful to exclude the following heads of loss and subject to the clients obligation to pay the price, in no event shall Neomed Imaging be liable for any loss of profits, goodwill, loss of business, loss of data or any other indirect or consequential loss or damage whatsoever.