Frequently Asked Questions
If the spare part purchased is defective, MedSpares will accept returns according to your chosen warranty level. The part must to be returned to MedSpares for inspection. No Refunds or Replacements are issued without the part being returned and the condition verified. If the spare part has obvious shipping damage e.g. packaging damaged, opened or tampered with in any way, please notify MedSpares at once and ensure this is noted on the signed delivery record. In cases where the customer arranged shipping with their own carrier, MedSpares is not liable for any shipping damage. Any return not covered under a warranty program is subject to a 20% restocking fee. This does not apply to ESD Circuit boards which are final sale. Please see our ESD Policy here.
Follow the below procedure to initiate the return process:
- Customer notifies MedSpares of any issues with the part once received by completing our online Return Material Authorization form.
- Once the request is received and verified, a confirmed Return Materials Authorisation (RMA) will be provided to the customer by MedSpares along with a shipping account number. Where possible, the part is to be returned in its original packaging.
- The customer is then to arrange collection of the part at their convenience. No product will be accepted for return without a confirmed RMA.
- Once received, a MedSpares technical team member will inspect and test the part.
- If the part is found to have no fault, proof of functionality will be provided with a testing report. MedSpares will either return the part to the customer at his expense or offer a refund to the customer minus a 20% restocking fee.
- If the part is faulty, MedSpares will replace the part. If we do not have a replacement available to offer, we will refund the original purchase price.
Please note that a refund will only be made to the person or company who originally purchased the part, using the same payment method as the original order. Under no circumstances will refunds be made to other people or organizations.
ESD Devices - Final Sale!
Medspares.com will supply all ESD devices in anti-static bags with handling instructions. All of the ESD devices supplied have been stored and handled using ESD precautions. We however recommend you follow the instructions below when you receive the ESD device from Medspares.com
Electronic boards, adapters, media drives, and disk drives are sensitive to static electricity discharge. These devices are wrapped in antistatic bags to prevent this damage. Take the following precautions to prevent damage to these devices from static electricity discharge.
Attach a wrist strap to an unpainted metal surface of your hardware to prevent electrostatic discharge from damaging your hardware.
When you are using a wrist strap, follow all electrical safety procedures. A wrist strap is for static control. It does not increase or decrease your risk of receiving electric shock when you are using or working on electrical equipment.
If you do not have a wrist strap, before you remove the product from ESD packaging and installing or replacing hardware, touch an unpainted metal surface of the system for a minimum of 5 seconds.
Do not remove the device from the antistatic bag until you are ready to install the device in the system.
With the device still in its antistatic bag, touch it to the metal frame of the system.
Grasp cards and boards by the edges. Avoid touching the components and gold connectors on the adapter.
If you need to lay the device down while it is out of the antistatic bag, lay it on the antistatic bag. Before you pick it up again, touch the antistatic bag and the metal frame of the system at the same time.
Handle the devices carefully to prevent permanent damage.
Feel free to contact us with the Request a Part form provided.
Since April 2016, MedSpares.com has grown thanks to its dedicated team who have over 50 years of combined experience in the Medical imaging industry. Having worked all across North America and Europe, their knowledge base in CT, MRI and X-ray technology is simply world class.
Our commitment is to keep things simple and affordable for the customer.
We want the process of getting your system back up and running to be as seamless and cost-effective as possible. We don’t believe in creating delays by agreeing to provide parts we don’t have and trying to source them after the fact. This keeps systems down for longer than is necessary and causes delays to both medical facilities and more importantly their patients. Therefore, we will only ever advertise parts we have in-house, ready to ship.
With that in mind, we take great pride and care to only sell spare parts that have been professionally removed from working systems by our specially trained in-house technical team. These parts are tested, cleaned and catalogued all while adhering to our documented safe handling practices.
We partner with shipping groups who provide a global reach to even the most remote transport routes and who's vast experience with customs clearance eliminates any headaches for the customer.
MedSpares inspects every spare part we sell before it leaves our warehouse and where possible, tests to ensure functionality. Our warranty policies are in place to ensure every transaction is a satisfactory one for all parties involved. If a spare part is defective, it is to be returned to MedSpares for testing and inspection. No Refunds or Replacements are issued without the part being returned and the condition verified. If the spare part has obvious shipping damage e.g. packaging damaged, opened or tampered with in any way, please notify MedSpares at once and ensure this is noted on the signed delivery record. If the shipping is arranged by you (the customer), you assume all responsibility for shipping damage. MedSpares will provide visual proof of condition and shock sensor reference number where used, before the package is shipped. The warranty period begins from the date the part leaves our warehouse. MedSpares warranty does not cover, physical mishandling or misuse of the spare part. This includes but is not limited to damage caused by drops, moisture ingress, physical modifications, if tamper proof labels are removed or any damage caused by connection to unsuitable electrical voltages. Any part returned due to ordering errors, e.g. ordering the incorrect part, are subject to our 20% restocking fee. Warranty is not provided for spare parts that fall under our ESD policy. Our ESD policy can be viewed here.
Gold Service Warranty
MedSpares is happy to provide our Gold Service Warranty to our valued customers. For an additional 15% of the item cost, you can benefit from the additional peace of mind of a longer warranty window of 60 days. During this extended period, should there be any problem with the spare part, simply notify MedSpares and follow our returns process. If the part is determined to have failed due to a warranty covered condition, MedSpares will replace it or refund the full purchase price of the item at our choice. If the part is in functioning condition when inspected by MedSpares, the part will either be returned to the customer at their cost, or the purchase price will be refunded minus a 20% restocking fee.
Silver Service Warranty
MedSpares Silver Service Warranty allows our customers to receive a 30 days warranty for an additional 10% of the item cost. During this 30 day period, should there be any problem with the spare part, simply notify MedSpares and follow our returns process. If the part is determined to have failed due to a warranty covered condition, MedSpares will replace it or refund the full purchase price of the item at our choice. If the part is in functioning condition when inspected by MedSpares, the part will either be returned to the customer at their cost, or the purchase price will be refunded minus a 20% restocking fee.
Warranty Free Purchase
When purchasing from MedSpares.com, our customers also have the option to refuse any warranty. In this case, returns are accepted within 7 days of receiving the part, if you are unsatisfied. If the spare part has obvious shipping damage e.g. packaging damaged, opened or tampered with in any way notify MedSpares at once and ensure this is noted on the signed delivery record. Follow our returns process, and once we receive the part, our technical team members will inspect it to verify its condition. If the part is determined to be faulty, MedSpares will refund the full purchase price of the item. If the part is in functioning condition when returned to us, the part will either be returned to the customer at their cost, or the purchase price will be refunded minus a 20% restocking fee.
At MedSpares.com we are happy to accommodate any of the following shipping options:
- MedSpares will provide you with a shipping quote. Once approved, we will proceed with a carrier of our choice. We will assume liability on this shipment.
- The customer provides MedSpares with their account details and we will make arrangements with the carrier of choice. In this case, the customer would assume any liability.
- MedSpares will provide you (the customer), with packing details in order for you to make shipping arrangements. Once complete, we require your Bill of Lading for the package. Again, in this case the customer assumes shipping liability.
Once payment has been received, we will proceed with immediate dispatch, ensuring your order is appropriately prepared and packaged. MedSpares will provide visual proof of condition and shock sensor reference numbers where used, before the package is shipped. For items that include free shipping, MedSpares will proceed with shipping once full payment is received. Tracking numbers will be provided once arrangements have been made. Please note that Medspares.com is not responsible for customs delays, or import duties. We will provide all necessary paperwork for customs clearance etc.