CONSUMER WARRANTIES

SERVICE AND TECHNICAL SUPPORT

I-medics Customer Service Help Desk is available Monday to Friday between the hours of 9:00am and 5:00pm EST. Our friendly staff will be able to assist with all warranty and service related issues. Alternatively customers may send through their enquiries via the link provided on our website.

I-Medics Customer Service Help Desk is contactable on 1300 768 198

WHEN YOU CALL:

- It is required that consumers have their serial number and dated proof of purchase (sales receipt) available when they call.

- You will be allocated a reference number. This number refers to the call record that will be created and maintained each time you call. This will ensure that no matter who you speak with our staff will know exactly how to service you.

- Our customer service staff, are able to handle most inquiries, however for our customers piece of mind and to maintain our service excellence, we have technical service specialists available for advanced support. Our technical support operators are fully qualified technicians that physically perform all repairs and refurbishments of our products, to ensure we are able to service you the best we can.

YOUR INFORMATION:

PLEASE BE ADVISED ALL conversations with our customers are documented in our centralized customer relationship management system. This information held is for customer service quality, training, and performance management purposes only.

NON-WARRANTY REPAIRS:

Non-warranty repairs are available anytime on a “per-incident” basis only. A "per-incident" charge plus applicable repair, parts, shipping, handling, and local tax will be charged for all non-warranty repairs and support calls. These costs if an incident occurs will be divulged by our customer service operators.

DO-IT-YOURSELF REPAIRS:

The majority of I-medics products are modular in design. This design permits many repairs to be performed by the consumer in their own home, with parts and instructions supplied by I-medics.

You can download a product manual. These are available for most of our products, and you will find a “Download Manual” button on the individual product page on our website. This manual provides product information as well as diagnosis, repair, and maintenance instructions if you wish to repair your unit yourself.

For customers that need individual attention, our customer service department can talk you through common diagnostic issues.

GENERAL REPAIRS:

While most our products are modular in nature, some customers may not feel comfortable with performing their own diagnostics or repair. In these instances, for failures that permit field service, the consumer may request an authorized in-home technician (Australia Only).

For this service there are fees applicable, they are as follows:

WARRANTY AND SERVICE RELATED RETURNS

I-medics will only issue Return Material Authorizations (RMA’s) for products being returned to I-medics facility for authorized repair and/or evaluation.

I-medics will not issue Return Material Authorizations (RMA’s) for:

Buyers Remorse.
Freight damage for shipments to end-user, except for DROP shipments direct from I-medics.

RETURNS

When a customer wishes to return goods for any reason, customers are responsible for packing the product in the original box or in approved packaging which can be purchased from I-medics. Products received without a valid RMA number or one clearly marked on the box will be refused. The RMA Number can only be obtained through our customer service help desk.

Products returned to the I-medics Service Centre for repairs, generally require five (5) business days once received for service to be completed. Products received by the Service Centre receive a full diagnostic of ALL mechanical systems. Any systems found to be deficient in any way are repaired/replaced if covered under an existing warranty.

Alternatively the customer is provided with a quotation for service if not covered by an existing warranty. In addition, the Service Centre will perform preventive maintenance and repair cosmetic damage caused by any mechanical failure.

STANDARD CONSUMER WARRANTIES

For Lifestyle and OEM products listed above, the customer is fully covered for all labor, parts and shipping costs for the first 90 days of ownership.

For the first year most products are covered for parts and labor costs only all additional cost are charged to the client.

From day 91 through the Parts Coverage period, the Consumer is responsible for a Repair charge in addition to shipping and handling costs associated with repair or replacement of their unit.

CONSUMER WARRANTY LIMITATIONS AND EXCLUSIONS:

• Warranties are only valid within Australia provided the equipment has been operated according to the instructions accompanying it. The warranty only applies to the product and does not include any accessories or enhancements.
  
• Field Service is only available in Australia. Field Service requires pre-approval and must be performed by I-medics authorized field service personnel to maintain warranty coverage.
  
• Softening of foams and filling composites in pillows, pads, and memory foam kits do not constitute a defect under this warranty as those items naturally soften with use.
  
• Fading, wear and peeling of fabrics does not constitute a defect under this warranty as those conditions naturally occur with fabrics.
  
• Natural markings, grain, and dye variations in leather does not constitute a defect under this warranty as no two pieces of leather are alike.
  
• OEM products are completely self-contained and must be returned to I-medics for service. The warranty covers only the massage assembly, cord and controller against mechanical defects.
  
• Shipping and freight coverage under this warranty requires scheduling by I-medics and only includes "curb-side" pickup/delivery. "In-Home" pickup/delivery is available at an extra charge.
  
• Warranties do not cover any loss or damage resulting from: improper installation, unauthorized repairs or modifications, improper use of electrical/power supply, loss of power; dropped product, a malfunction or damage of an operating part from failure to provide manufacturer's recommended maintenance; transportation damage; theft, abuse, misuse, neglect, vandalism, or environmental conditions (fire, floods, rust, corrosion, sand, dirt, windstorm, hail, earthquake, or exposure to weather conditions); loss of use during the period the product is at a repair facility or otherwise awaiting parts or repair. Damage incurred due to shipping and handling does not constitute a defect under this warranty.
  
• Under no circumstances shall I-medics or its representatives be liable for indirect, consequential, or incidental damages (including damages for lost profits, business interruption, bodily injury, medical, and the like), even if any party has been advised of the possibility of such damages.
  
• Warranties are non-transferable and shall be in lieu of any other warranty, express or implied, including but not limited to any implied warranty or merchantability or fitness for particular use. I-medics sole liability and the purchaser's exclusive remedy shall be for the repair, or at I-medics' option, for the replacement of the defective part. Not withstanding the above, if replacements parts for defective materials are not available, I-medics reserves the right to make substitutions in lieu of repair or replacement.
  
• All Warranties begin on DATE OF PURCHASE, no allowance or extension is offered for delivery and/or installation.
  
• Warranties do not apply to rental, business, commercial, institutional, or other non-residential users.
  
• Proof of purchase (original receipt) is required for all warranty repairs or service.