General terms & conditions

If you are not satisfied with your Osstell purchase of a product, please send e-mail to order@osstell.com or call the Osstell office at +46 31 340 8250 for a Return Material Authorization (RMA) number.

For Osstell ISQ product returns, you have up to 14 calendar days from the time you receive your item(s) to check the content of your delivery or to initiate a return at your own expense. Personalized Products (e.g., engraved or customized in any way) may not be returned for refund or exchange under any circumstances unless such product is Dead on Arrival (see the section below for more detailed information on such Dead-on Arrival products). If the item is returnable and you send it back to us unopened in the original box, Osstell will offer you a refund based on your original method of payment but will assess a 10% restocking fee. You must return the product to the Osstell warehouse within 14 calendar days of the issuance of the RMA. All products must be packed in the original, unmarked packaging including any instrument accessories, manuals, documentation, and registration that shipped with the product. Osstell will assess a 25% restocking fee on any opened hardware or accessory. If you purchased your order using a credit card, Osstell may ask you to provide a major credit card (Visa, MasterCard, American Express, or Diners) so Osstell can assess the restocking fee.

Please note that Osstell does not permit the return of or offer refunds for the following products:
Personalized products, such as engraved or customized products
Opened sterile products (e g SmartPegs) *
Electronic Software Downloads
Software Update Program Products (i.e., software upgrade subscription product)
Osstell Gift Cards
Osstell Discount Coupons
* For SmartPegs the following applies:

Date-expired SmartPegs

We accept to exchange expired SmartPegs. The cost will be 20 Euro or 25 USD per box, plus freight.

All non-expired Smartpegs

The SmartPegs must have at least 18 months left before expiry otherwise, they are treated as expired SmartPegs. All SmartPeg boxes must be undamaged, unopened and no additional labels can be attached, otherwise the higher price will be applicable. The exchange cost will be 12,50 Euro or 16 USD per box + freight.
For damaged or affected packages, the exchange cost is 20 Euro or 25 USD per box + freight. Old labels without QR code/UDI are considered expired as well.

Note: Osstell recommends that you (1) use a carrier that offers shipment tracking for all returns and (2) either ensure your package for safe return to Osstell or declare the full value of the shipment so that you are completely protected if the shipment is lost or damaged in transit. If you choose not to (1) use a carrier that offers tracking or (2) insure or declare the full value of the product, you will be responsible for any loss or damage to the product during shipping.

Dead on arrival (DOA) product: system failure out of the box

An Osstell-branded hardware product is considered DOA if it shows symptoms of a hardware failure, preventing basic operability, when you first use it after opening the box. If you believe that your product is DOA, please contact Osstell Technical Support at support@osstell.com within 30 calendar days of the invoice date. Osstell Technical Support will determine whether the product is DOA and offer you the following options: Replacement: Osstell, at its expense, will ship another of the same product. Osstell Technical Support will put you in touch with an Osstell Customer Service Representative who will arrange for replacement and the DOA product’s return. Service: You may have the product repaired. However, once you choose that option, you may not request replacement of the product.

If Osstell Technical Support determines that a returned product is not DOA, Osstell will apply Osstell’s standard product warranty to the product. Further, if Osstell determines that you have misrepresented a returned product’s condition and that the product is not DOA, Osstell may impose a 300 EUR or 400 USD handling fee.

As new products are offered, Osstell reserves the right to determine whether this policy applies or not. This DOA policy does not apply to third-party products that do not bear the Osstell brand name. You must call the manufacturer directly with any third-party product issues.

Delivery

Unless expressly stated in Seller’s confirmation, all deliveries of products shall be DDU or DAP according to Incoterms 2010. Unless expressly stated in Seller’s confirmation, products are normally shipped within 5 workdays. Seller is entitled to deliver the products in parts and to invoice separately.

Other terms and conditions

Osstell is not responsible for typographical errors. Osstell reserves the right to cancel any order you have placed if there was a typographical error on the Osstell online webshop concerning the pricing or availability of any item you ordered when you placed the order.
In the case of a delay of payment, Seller will charge interest of 15 percent (15%) yearly
Osstell reserves the right to change the terms and conditions of sale at the Osstell online webshop at any time.
Osstell may make changes to any products or services offered at the Osstell online webshop, or to the applicable prices for any such products or services, at any time, without notice. The information provided at the Osstell online webshop with respect to products and services may be out of date, and Osstell makes no commitment to update the information provided at the Osstell online web shop with respect to such products and services.
Osstell reserves the right to do any of the following, at any time, without notice: (1) to modify, suspend or terminate operation of or access to the Osstell online webshop, or to any portion of the Osstell online webshop, for any reason; (2) to modify or change the Osstell online webshop, or any portion of the Osstell online webshop, and any applicable policies or terms; and (3) to interrupt the operation of the Osstell online webshop, or any portion of the Osstell online webshop, as necessary to perform routine or non-routine maintenance, error correction, or other changes.
To the extent permitted by law, all sales at the Osstell online webshop are governed by Swedish law, without giving effect to its conflict of law provisions.
No Osstell employee or agent has the authority to vary any of the Osstell online webshop policies or the terms and conditions governing any sale.
If any of the aforementioned policies are held by a court or other tribunal of competent jurisdiction to be void or unenforceable, such policy shall be limited or eliminated to the minimum extent necessary and replaced with a valid provision that best embodies the intent of the policy, so that the policies shall remain in full force and effect.
Osstell’s failure to insist on or enforce strict performance of these policies shall not be construed as a waiver by Osstell of any provision or any right it has to enforce these policies, nor shall any course of conduct between Osstell and you or any other party be deemed to modify any provision of these policies.
These policies shall not be interpreted or construed to confer any rights or remedies on any third parties.

The Osstell online webshop provides access to Osstell international data and, therefore, may contain references or cross references to Osstell products, programs and services that are not announced in your country. Such reference does not imply that Osstell in your country intends to announce such products, programs or services.

 

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