Warranty & After-Sales Policy

1. General Warranty Information

Capilux Medical is committed to supplying products that conform to the applicable sales contract, product description and mandatory legal requirements.

Warranty rights and remedies may vary depending on whether the customer acts as a consumer or as a business customer.

2. Consumer Legal Guarantee

Consumers purchasing goods from Capilux Medical benefit from the mandatory legal guarantee rights provided by applicable consumer law.

For consumer goods sold within the European Union, consumers generally benefit from a minimum two-year legal guarantee for lack of conformity, beginning when the goods are delivered.

These statutory rights apply independently of any additional commercial warranty offered by Capilux Medical, a manufacturer or another party.

3. Lack of Conformity

A product may be considered non-conforming where, subject to applicable law, it does not correspond to the agreed description, type, quantity, quality, functionality, compatibility or other agreed characteristics.

Products should also possess the qualities and performance reasonably expected for goods of the same type, taking into account applicable product information and statements.

4. Consumer Remedies

Where goods do not conform to the contract, eligible consumers may have statutory remedies including:

• Repair
• Replacement
• Proportionate price reduction
• Termination of the sales contract and refund where legally applicable

The appropriate remedy depends on the circumstances and applicable law.

5. Repair or Replacement

Where repair or replacement is required by applicable consumer law, the remedy will be provided without charge to the consumer and within a reasonable period, without significant inconvenience.

The choice between repair and replacement may be subject to statutory proportionality and feasibility rules.

6. Price Reduction or Refund

A consumer may be entitled to a proportionate price reduction or termination of the contract where the conditions established by applicable consumer law are satisfied.

This may include circumstances where repair or replacement is impossible, disproportionate, unsuccessful or not completed within a reasonable period.

7. Commercial or Manufacturer Warranty

Certain products may include an additional commercial warranty provided by Capilux Medical, the manufacturer or another warranty provider.

Any commercial warranty is additional to mandatory legal rights and does not replace, limit or reduce the consumer’s statutory legal guarantee.

The duration and conditions of any commercial warranty may vary by product and will be stated in the relevant product documentation, warranty document, invoice or product page where applicable.

8. Warranty Periods

Statutory consumer guarantee periods are determined by applicable law.

Commercial or manufacturer warranty periods may vary according to product, manufacturer, model and warranty conditions.

Capilux Medical will not represent a specific commercial warranty duration unless that duration is supported by the applicable warranty documentation.

9. How to Make a Warranty Claim

To report a suspected defect or request warranty support, contact Capilux Medical at: info@capiluxmedical.com.

Please provide, where available:

• Order number or invoice number
• Customer name and contact details
• Product name and model
• Serial number, batch number or lot number where applicable
• Description of the issue
• Photographs or video where useful
• Any error messages or operating symptoms

10. Inspection and Technical Assessment

Capilux Medical may request reasonable information or arrange inspection of a product in order to determine the nature and cause of a reported issue.

For technical devices, diagnostic testing may be necessary before an appropriate remedy can be determined.

Inspection procedures will not remove or restrict mandatory consumer rights.

11. Returning a Product for Assessment

Customers should not send a product back before receiving return or service instructions from Capilux Medical where such instructions are reasonably necessary.

Products returned for technical assessment should be packaged securely and, where relevant, include the requested accessories or documentation required for diagnosis.

12. Matters Generally Not Covered by a Commercial Warranty

Subject always to mandatory legal rights, a commercial warranty may exclude problems resulting from:

• Misuse or use contrary to product instructions
• Unauthorised modification or repair
• Accidental or physical damage
• Incorrect installation
• Improper cleaning or sterilisation
• Use of incompatible accessories or consumables
• Incorrect electrical supply or voltage
• Improper storage
• Normal wear and tear
• Damage caused by external events

An exclusion under a commercial warranty does not remove any statutory remedy that the customer may have under mandatory law.

13. Consumable Products

Consumable products and components naturally intended to be used, depleted or periodically replaced may be subject to different warranty treatment from durable equipment.

Normal consumption or ordinary wear is not considered a defect, while manufacturing or conformity defects remain subject to applicable legal rights.

14. Medical Devices and Professional Equipment

Medical devices and professional equipment should be installed, operated, cleaned, sterilised and maintained in accordance with applicable instructions and regulatory requirements.

Customers should retain relevant serial numbers, product labels, instructions, invoices and warranty documentation.

Where a device requires professional servicing or manufacturer assessment, Capilux Medical may coordinate the process with the relevant authorised service provider or manufacturer.

15. Software and Digital Elements

Where a product contains software or digital elements necessary for its intended operation, applicable consumer conformity rights may also extend to those digital elements.

Problems caused solely by unauthorised third-party software, improper modification or unsupported configuration may fall outside a commercial warranty, subject to mandatory law.

16. Replacement Products and Parts

Where a replacement product or replacement part is provided, the applicable legal and commercial warranty treatment will be determined in accordance with applicable law and the relevant warranty terms.

17. Shipping for Warranty Service

Shipping arrangements for valid consumer conformity claims will be handled in accordance with applicable law.

For commercial warranty claims or B2B service requests, transport costs may depend on the relevant warranty terms, service agreement or commercial arrangement.

18. Business Customer Warranty

Business-to-business purchases may be governed by product-specific warranty terms, quotations, manufacturer warranties, invoices or separate commercial agreements.

B2B customers should inspect goods promptly after delivery and notify Capilux Medical of defects or discrepancies within any period required by applicable law or the agreed commercial terms.

Nothing in this section excludes rights that cannot lawfully be excluded.

19. Distributor and Wholesale Orders

Distributor, wholesale and large-volume purchases may include separate after-sales, spare-parts, servicing or warranty arrangements.

Where a separate written agreement exists, those terms will supplement this Policy.

20. After-Sales Support

Depending on the product, Capilux Medical may provide or coordinate after-sales assistance including:

• Product usage information
• Technical troubleshooting
• Warranty claim assistance
• Replacement part enquiries
• Repair coordination
• Manufacturer service coordination
• Documentation support

21. Spare Parts and Service Availability

Spare parts, accessories or repair services may not be available for every product or indefinitely.

Availability may depend on the manufacturer, model, product lifecycle and destination country.

22. Proof of Purchase

Customers should retain the invoice, order confirmation or other proof of purchase.

Capilux Medical may request reasonable information to verify the purchase and identify the relevant product.

23. Statutory Rights

Nothing in this Policy limits or excludes statutory rights available to consumers under mandatory applicable law.

Commercial warranties are additional protections and do not replace the legal guarantee of conformity.

24. Warranty & After-Sales Contact