After your order arrives.
Warranty, spare parts, consumables, training and what to do if something is not right. Where a figure is not fixed, this page says so rather than guessing.
What is covered.
| Main unit | 1-year warranty on every model we supply |
|---|---|
| Consumables | Single-use items — probes, cartridges, inks, gels and masks — are supplied separately and are not covered |
| Terms in writing | The warranty terms for a specific model are confirmed with your quotation |
| Spare parts | Quoted per model. Send the model code and the part you need |
Five steps that save arguments later.
Unpack against the packing photographs we sent you before dispatch — they show what should be in the carton.
Inspect the outside of the carton before you sign for it. If it is damaged, photograph it and note it with the carrier.
Run the unit and compare it against the test video we recorded for your order.
Keep the carton and the internal packing until you have finished checking, in case anything needs to travel back.
If something is wrong, tell us as soon as you can — same day if possible — with photographs, the model code and your order reference.
What we hand over.
Supplied with every unit
Each model ships with its own operating and safety manual. Read it before first use — the safety limits in it are specific to that model.
On every product page, and with the unit
The contraindication and safety module for each model is published on its product page on this site, and the manufacturer’s list travels with the unit. It is the document that tells you who the equipment is not for.
Video call on request
If your team wants a walkthrough of the controls, the handpieces or the consumables, ask and we will arrange a call at a time that works in your timezone.
Tell us what you need
If you need training arranged for a team, tell us how many people, where they are based and what the equipment is used for, and we will confirm what we can put in place rather than promise it on this page.
Reordering.
- Send the model code and the quantity — that is usually all we need to quote a consumable or spare part.
- Consumables travel with material safety data sheets for freight and customs.
- Per-unit yields are stated on the product page where we hold the figure.
- If you are planning a year of consumables, put the volumes in one enquiry and we will quote them together rather than piece by piece.
Have the model code ready.
Every unit carries a model code, and every product page on this site carries the same code. Send it and we will not have to guess which machine you are standing in front of.
| Model code | From the label on the unit, or the product page on this site |
|---|---|
| Order reference | If the unit came from an order we shipped |
| What happens | What you did, what the unit did, and when it started |
| Photos or video | The fastest way to explain a problem, if you can |
| Your market | So we describe any part or process the way your market needs it |
Equipment on this site is supplied for use by trained professionals. It is not intended to diagnose, treat or cure any disease. Where a service level or a commercial term is not stated on this page, it is confirmed in writing on your quotation or order rather than assumed.
Send us the models you are pricing.
Add models to your enquiry list and submit them together — one form, one reply, covering every unit you are considering.