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General Terms and Conditions of After-Sales Service for Individual Customers - Devices for Personal Use
(only applies to the devices mentioned in this document)
1) CUSTOMER SERVICE - If the customer wishes to obtain technical information or encounters a problem regarding the use of a product or notices a defect, he should contact the Service HOTLINE at compex@DJOglobal.com. - If a device is malfunctioning or the customer wishes to obtain information about repairs underway on a malfunctioning device, he should contact After-Sales Service on tel: 00 Fax: 91 contact.sav@DJOglobal.com 2) DEFINITION OF DEVICE REPAIR CONDITIONS
A MALFUNCTION UPON UNPACKING This refers to a new device which has been delivered and is not working properly. The malfunction is detected by the user within 2 weeks after delivery. In this case, the client shall send in the whole device including all its accessories and the completed After-Sales Service product return form. Upon receipt, DJO undertakes to exchange the product within 5 working days as long as it is in stock. B DEVICE UNDER WARRANTY If the device and the accessories are under warranty, they shall be repaired or exchanged free of charge. If the device is under warranty but the accessories no longer are, they shall be repaired or exchanged at the flat rates listed in Schedule A. Shipping costs for a device under warranty shall be covered as follows: The Customer shall pay to ship the malfunctioning device to the shipping address of DJO France After-Sales Service. DJO France shall pay to ship the repaired device to the Customer's shipping address. C DEVICE OUT OF WARRANTY If the device is out of warranty, a flat rate shall apply for repairs according to the device category (see reverse):
DJO France Centre Europen de Fret SAV [After-Sales Service] 3 rue de Bethar Fax: Mouguerre contact.sav@DJOglobal.com
Slimfirst Slimform Cefar Activ XT Cefar Activ X2 Cefar MyoXT Cefar MyoX2 Cefar Easy Cefar Myo4 Compex Energy I Compex DuoFit Compex Sport 2 Compex Sport 3 Compex Sport Elite Compex Full Fitness Compex Sport 400 Compex Top Fitness Compex BodyFit Slim 8 Cefar Activ 4 Cefar Myo Max 4 Cefar Activ4 Cefar MyoMax 2 Cefar MyoActiv 2 Cefar Oxygen 2
70 inclusive of VAT Return shipping included The outward shipping costs are the Customers responsibility.
110 inclusive of VAT Return shipping included The outward shipping costs are the Customers responsibility. Compex Mi Sport 500 Compex Mi Fitness Trainer Compex Energy Mi-Ready Compex Runner Compex Vitality Compex Performance Compex Mi-Fitness Compex Mi-Sport
Shipping costs for a device not under warranty shall be covered as follows: The Customer shall pay to ship the malfunctioning device to the shipping address of DJO France After-Sales Service. Return shipping of the repaired device to the Customer's shipping address shall be billed at a flat rate by DJO France per Schedule A. The device shall only be repaired and returned after the repairs have been paid for. If you do not wish to take advantage of the flat rate and would prefer a detailed estimate, you shall be billed 23,92 inclusive of VAT. If you decline to proceed with the repairs, you shall have to pay for the estimate to get your device back. 3) PRODUCT RETURN FORM
A product return form is required for processing by After-Sales Service. If the product return form is missing, processing shall remain suspended. After a reminder to send the product return form, if it is still not sent a registered letter shall be sent. 4) PROCESSING TIMES
The processing time for an estimate or a repair is 10 working days on average. This period begins when the device is delivered to DJO France - After-Sales Service and runs until the package is sent off. 5) REPAIR GUARANTEE
All repairs of electrotherapy devices performed by the After-Sales Service of DJO France in MOUGUERRE shall be guaranteed, including parts and labour, not including shipping costs, for a period of 6 months. This guarantee shall apply starting from the invoice date of the repair. It shall apply to the parts repaired or exchanged. All other parts shall be excluded from this guarantee.
SCHEDULE A - FLAT RATES FOR REPAIRS TO DEVICES UNDER WARRANTY (cables and batteries have a 6 month warranty) 1) VAT inclusive price applicable to all customers residing in France or in an EEC country Repair reference BAT 1 CAB 1 CAB 2 CAB 4 CHA1 Return shipping included Description Flat rate for exchanging battery and testing device Flat rate for exchanging one cable and testing device Flat rate for exchanging set of 2 cables and testing device Flat rate for exchanging set of 4 cables and testing device Flat rate for exchanging charger and testing device Price of repairs 90.89 inclusive of VAT 55.01 inclusive of VAT 66.97 inclusive of VAT 96.87 inclusive of VAT 90.89 inclusive of VAT
2) VAT exclusive price for all customers residing outside the EEC Repair reference BAT 1 CAB 1 CAB 2 CAB 4 CHA1 Return shipping included Description Flat rate for exchanging battery and testing device Flat rate for exchanging one cable and testing device Flat rate for exchanging set of 2 cables and testing device Flat rate for exchanging set of 4 cables and testing device Flat rate for exchanging charger and testing device Price of repairs 76.00 exclusive of VAT 46.00 exclusive of VAT 56.00 exclusive of VAT 81.00 exclusive of VAT 76.00 exclusive of VAT
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