The following policies apply to devices purchased directly from InnovaPrep. If you have purchased a device through a dealer or distributor, please contact that dealer or distributor directly.

Warranty Repair / Replacement 

If a covered defect is confirmed by us during the Applicable Warranty Period, our sole liability is either to repair or replace the warranted product. 

1. Contact our service desk to initiate a Return Material authorization (RMA). 
2. Once approved,. return faulty product with RMA.    
3. We will confirm the presence of a covered defect and will either Repair or Replace, at our sole option with anew or fully refurbished product of the same or higher specification if a covered defect is confirmed. 
4. The repaired /replacement product will be returned to you.

Fixed Price Repair (Non-Warranty) 

If a fault is determined to exist, but the fault is not covered by our warranty, a fixed level repair fee is available.   

1. Contact Customer Service to initiate a Return Material authorization (RMA). 
2. Once approved, return the faulty product with RMA and Purchase Order or credit card approval to request a fixed level fee. 
3. We will confirm the fault and, at your expense, either Repair or Replace the product in question, at our option, with a new or fully refurbished product of the same or higher specification. 
4. The repaired /replacement product will be returned to you.   
5. The Fixed level fee will be invoiced to you and payment thereof is a condition to return (per Item). 

Non-Warranty Replacement 

If a fault is determined, but the fault is not covered by our warranty, and if, in our judgment, it is not feasible to repair, we will support a non-warranty replacement product. 

1. Contact our service desk to initiate a Return Material authorization (RMA). 
2. Once approved, return the faulty product with the associated RMA.   
3. We will confirm the fault and provide a quotation for the non-warranty replacement fee. 
4. Once approved, we will process the order as per the approved quote (Replace/Discard). 
5. We will invoice you for the applicable charge by invoice, and payment there of is a condition to return. 

Warranty Invalidation 

• If the product is improperly installed, used or maintained;   
• If the product installed outside of stated operating parameters, altered or improperly serviced, or repaired by anyone other than an Authorized. Service/Repair Center;
• If condition of the instrument is not as stated in the Decontamination Certificate or the instrument has been used in a Biological Safety hazard BSL3 or higher environment.
• if the product is not received within 15 days of issue of RMA  
• If damage is caused by external occurrences, such as (but not limited to) lightning, power surges, fire, water damage, floods, temperature extremes, acts of nature, or the like. In addition, this Limited Warranty shall not apply to defects resulting from unauthorized modification or tampering, misuse, abuse, vandalism, alterations of serial numbers, or other causes unrelated to defective materials or workmanship.   
  • Any other limitations as set out in the applicable detailed terms and conditions.   
  • If a fault is determined during the Applicable Warranty Period and the fault would otherwise be covered by our warranty, but for the above conditions/circumstances, then a fixed price repair or non-warranty replacement will be offered.

These service policies apply to all InnovaPrep instruments. 

The policies described cover the majority of service procedures and are valid in the United States.  Country specific deviations may occur, such as transport handling, warranty periods or the calculation of flat rates. In these cases, the details or prices will appear on the order confirmation. The process description under the service level in this document relates to the standard process. 

Our Client Service team will be happy to answer any questions you may have. 

NOTE:  In case of conflict or contradiction between these services and the applicable InnovaPrep Warranty, the InnovaPrep Terms and Conditions of Sale will take precedence.