Returns Terms & Conditions

This information is for all instruments, accessories or spare parts that cannot be repaired by the sales subsidiary (for PCBs see below).  A Returns Request Form plus a Declaration of Contamination Status Form, must be completed and faxed to the Service Co-ordinator at Biochrom Ltd for authorisation prior to the issuing of a return (RO) number.  Following authorisation by an authorised signatory (the Technical Support Specialist, the European Sales Manager or the Sales & Marketing Director) a returns (RO) number will be issued.

The goods being returned must be securely packaged and in a manner to prevent transit damage. The following must be adhered to:-

  1. The RO number must be visible on the outside of the package and on all accompanying Paperwork, including the waybill and customs invoice.
  2. Non-UK customers must mark the customs invoice “Temporary Import – Item Returning to Supplier for repair”
  3. A customs value of goods which is as accurate as possible must be declared on the invoice.
  4. The Declaration of Contamination Status form should be visible on the outside of the package. Failure to supply the correct documentation will result in a significant delay in effecting the service or repair and may incur additional costs. 

INSTRUMENTS OR ACCESSORIES WITH A LIST PRICE OF LESS THAN £250 WILL NOT BE ACCEPTED FOR REPAIR UNLESS WITHIN THE WARRANTY PERIOD. ONLY ITEMS WITHIN THE SUPPORT PERIOD WILL BE ACCEPTED FOR RETURN.

All returns, whether repaired or not, will be subject to an administration fee, which is a minimum cost of two hours labour.

It is the responsibility of the customer or duistributor to ensure that they are aware of any costs, before sending the instrument to Biochrom for repair.

Following the service or repair the goods will be returned to the address they were shipped from and an invoice raised.

For equipment not under warranty a Purchase Order number must be included on the Returns Request Form.

Should problems be encountered during service/repair the distributor/customer must be informed of the issues and the distributor/customer must supply a written agreement as to the next course of action.

Software/Firmware upgrades if required will be charged at cost and a note supplied to confirm the changes when the unit is returned.

Warranty
If no fault can be found with the instrument or accessory returned under warranty then the labour may be invoiced at the standard factory repair hourly rate in effect at that time 

PCB Exchange Scheme: Biochrom PCBs are no longer available through the PCB Exchange Scheme,

SPARE PARTS WITH A LIST PRICE OF LESS THAN £150 WILL NOT BE ACCEPTED FOR REPAIR UNLESS WITHIN THE WARRANTY PERIOD

For all instruments, accessories and spare parts repaired at Biochrom Ltd, a warranty period of 90 days will apply unless the item is within the standard warranty period.

The general warranty conditions are only valid if the merchandise has been used within its specification and in all respects has been operated and maintained in a normal, proper manner in accordance with the User Manual.  Lamps are not included under these conditions but Deuterium and Xenon lamps are covered by a separate guarantee. The general warranty conditions are not valid if the defect is due to accident, unauthorised modification, unauthorised repair attempt, incorrect operation or transport damage.