The After-sales Service Terms of Use (hereinafter referred to as the “Terms”) are the following services provided by Reltec Medical Devices Co., Ltd. (hereinafter referred to as the “Company”) to customers (hereinafter referred to as “Customers”) who have purchased products (hereinafter referred to as the “Products”) sold by the Company at the Reltec Online Shop (hereinafter referred to as the “Shop”) (hereinafter referred to as the “Services”). It is a term of use. The Company will provide this service to customers based on these terms, so please read these terms carefully and agree to the contents before using this service. Matters not stipulated in these Terms of Use shall be governed by the provisions of the Reltec Online Shop Terms of Use (hereinafter referred to as the “Shop Terms of Use”). In addition, in the event of a conflict between the Shop Terms of Use and the provisions of this Agreement, this Agreement shall take precedence with respect to this service.
Article 1 (Contents of the Service)
This service is an after-sales service related to this product. In accordance with these Terms, the Company will provide the Customer with repair and inspection services for the Products purchased by the Customer.
Article 2 (Application for Use of the Service)
If you would like to apply for the use of this service or have any inquiries regarding this service, please contact us at the following email address. In addition, applications for the use of this service and inquiries regarding this service will be limited to correspondence by e-mail.
Application for this service and inquiries: info@reltec.co.jp
Article 3 (Repair Service within the Warranty Period)
1 The warranty period for the repair service (hereinafter referred to as the “Warranty Period”) is 1 year + 7 days from the date of shipment of the Product.
2 As a general rule, repair service within the warranty period will be provided free of charge.
3. Notwithstanding the provisions of the preceding paragraph, in the following cases, repairs will be charged even within the warranty period.
- When the words and phrases on the warranty card (serial number, warranty expiration date, etc.) are rewritten
(2) Failure or damage not caused by use under normal conditions in accordance with precautions in the instruction manual, etc., or failure or damage due to errors in use, unreasonable repair or modification.
(3) Failure or damage due to transportation, movement, dropping, etc. after purchase
(4) Fire, earthquake, storm and flood damage, lightning and other natural disasters, insect damage, salt damage, pollution, gas damage (sulfide gas, etc.)
Failure or damage caused by abnormal voltage, power supply (voltage, frequency) used outside the specified
(5) When the cause of the defect is due to a factor other than the Product (external factors)
(6) Replacement or repair of accessories and consumables
4 The Company shall bear the shipping costs required to provide free repair service within the warranty period only by the means of transportation designated by the Company. In addition, we will bear the import-related costs (import duties and consumption tax, etc.) incurred in Japan when shipping the Product that you wish to repair (hereinafter referred to as the “Repair Service Request Product”). On the other hand, you will be responsible for any import-related costs (such as customs duties and VAT) incurred locally when we return the product to you after the repair is completed.
5 Even within the warranty period, if no abnormalities are found in our inspection of the part requested for repair, the customer will also be responsible for the shipping fee required for return.
Article 4 (Repair Service After Warranty Period)
1 As a general rule, repair service after the expiration of this warranty period will be provided for a fee.
2. Notwithstanding the provisions of the preceding paragraph, in the following cases, we will provide repair service free of charge even after the warranty period has elapsed.
- Regardless of whether the warranty period has expired, if we determine that all products sold require the same response, and there is a defect in that area.
3. After the expiration of the warranty period, the Customer shall bear all costs associated with the provision of paid repair services, including but not limited to shipping fees, import duties, value-added tax, and any other related expenses. The Customer shall ship the product to the Company in advance at the Customer’s own expense. Upon completion of the repair, the Company shall issue an estimate for the return shipping fee, and the repaired product shall be shipped by the Company on a prepaid basis after the Customer has made the corresponding payment. Even if the Customer elects to use their own preferred method of shipping or exporting the repaired product, the content of any export-related documentation shall be determined solely by the Company.
4 The Company shall bear the shipping costs required to provide free repair service after the expiration of the warranty period, only if it is by the means of transportation designated by the Company. In addition, we will bear the import-related costs (import duties and consumption tax, etc.) incurred in Japan when shipping the repair service request. On the other hand, you will be responsible for any import-related costs (such as customs duties and VAT) incurred locally when we return the product to you after the repair is completed.
Article 5 (Inspection Service)
1. If the customer wishes to inspect the Product that he or she has purchased, he or she may request the Company to inspect it.
2. As a general rule, the inspection service described in the preceding paragraph will be provided for a fee, regardless of whether or not it is within this warranty period.
3. Notwithstanding the provisions of the preceding paragraph, we will provide inspection services free of charge in the following cases.
- Regardless of whether the warranty period has expired, if we determine that all products sold require the same response, and there is a defect in that area.
4. The customer shall be responsible for all shipping costs, import duties, value-added tax, and all other costs required for the provision of inspection services. The Customer shall ship the product to the Company in advance at the Customer’s own expense. Upon completion of the repair, the Company shall issue an estimate for the return shipping fee, and the repaired product shall be shipped by the Company on a prepaid basis after the Customer has made the corresponding payment. Even if the ship is shipped or exported by the customer’s preferred means of transportation, the contents of the export-related documents will be specified by the Company.
Article 6 (Payment Method, etc.)
Fees for the use of this service (including shipping and other costs) Hereinafter referred to as the “Fee”) is to be paid only in Japan yen. This fee must be paid by bank transfer to the bank account designated by the Company by the due date specified by the Company. In addition, all costs required for the transfer will be borne by the customer.
Article 7 (Implementation of Repair and Inspection Work)
1. When the Company receives a Product from a Customer that the Company wishes to repair or inspect (hereinafter referred to as the “Service Requested Product”), the Company will prepare a quotation and present it to the Customer by e-mail after confirming the current status of the Service Request Product.
2. The Company will carry out repair and inspection work when the customer contacts us for approval of the quotation set forth in the preceding paragraph.
3 The delivery date is provided as a guide only and may vary due to various circumstances. In that case, we will inform the customer in advance about the delivery date after the change. Please note that we are not responsible for any damage caused by the change in the delivery date.
4 After the estimate is approved, if a defect or damage that could not be found at the time of issuing the estimate is discovered during work, or if a part that has not been defective at the time of issuing the estimate but is likely to cause a defect in the near future fails, we may present an estimate of the additional repair / inspection price again. Even in this case, we will carry out repair and inspection work if we receive approval from the customer for an additional quotation.
5 Parts used are subject to change without notice. In addition, the texture after repair may differ due to changes in repair and inspection methods.
6. In the event that (1) non-genuine parts such as parts made by other companies are installed, (2) there are traces of repair, disassembly, or modification by another company, or (3) there is a failure or defect due to improper use beyond normal use, part or all of the requested product may be damaged and it may not be possible to restore it to the state it was in at the time of receipt, or it may not be able to repair it sufficiently. The Company shall not be held liable in cases where the inability to restore the Goods to their original condition at the time of receipt, or to adequately repair or inspect them, is not attributable to the Company.
7. In the unlikely event that it is found that the Service Request Product is not a genuine product, we will collect the Service Request Product with the prescribed consent form. This does not apply if you wish to return it.
8 Under no circumstances will the request be canceled after the customer has contacted us to approve the contents of the quotation, and we will charge the main fee. In addition, please note that this fee that has already been paid will not be refunded.
In the unlikely event that you cancel before you contact us for approval after presenting the quotation, we will charge you a cancellation fee of 5,500 yen (tax included).
9. The return address of the Service Request Product shall be limited to the same address as the address to which the Customer shipped the Service Requested Product.
Article 8 (Packing)
1. When sending a Service Request for the use of this service, please pack it with sufficient care so that the service request product will not be damaged during transportation. If it is considered that the product requested for this service has been damaged during transportation due to insufficient packaging, the provision of this service will be refused. In addition, the set of packing materials prepared by the customer cannot be returned. Thank you for your understanding.
2 Items sent together with the Service Request will not be returned. Please remove any items (stickers, etc.) that have been installed after purchase by the customer before sending them.
Article 9 (Non-Provision of Service, Storage and Disposal)
1. In the event of any of the following reasons, the Company will not provide the Service. In this case, please note that we will not be liable for any damage caused by the non-provision of this service.
- If you do not contact us for a quotation
- If you do not receive a reply to our confirmation request or reply request
- If you do not pay all or part of this fee.
- If there is any other reason equivalent to the preceding items
2. If more than six months have passed since any of the reasons in the preceding paragraph applies, or if more than six months have passed without the Company being able to contact the customer, the customer shall be deemed to have waived the ownership of the Service Requested Product, and the Company may dispose of it. In that case, you will be required to promptly pay all costs required for storage (including but not limited to transportation costs to the storage location) and disposal in accordance with our request.