Loaner and trial units

Service complaints

Please fill in the Service or Complaint form and contact us. You will then receive a case number and a pre-paid shipping voucher that will allow you to send the product free of charge (for those products that need to be evaluated on site). You will find the documents further down on the page.

Loaner terms and conditions for testing

A trial period is agreed with Ottobock, during which the loan is free of charge.
For loaner products that require regular servicing to ensure functionality and safety, the maximum rental period is limited. If the product out on loan is not returned after a request from us, costs will be invoiced according to the price list.

Rental terms and conditions for service, repair or complaints

Loan items are sent from Ottobock according to the agreement. When an exchange is made, the regular product is sent immediately to Ottobock. During the time the regular product is with us for service / repair / complaint, no rental cost is charged.
If the loan item is not returned to Ottobock after a request from us, the item cost will be invoiced according to the price list.

Quotes

Cost proposals (Quotes) are provided under the following circumstances:

• At the customer's request for a quote

• When a warranty request is rejected/voided, therefore the customer is provided with quote for the cost of repair as an invoice.

• When the cost of a repair exceeds half of the price for a new purchase of the same product.

The quote is valid for a period of 30 days from the date of notification of the estimate.
During the 30 days, no rental fee is charged for any loan items. After 30 days, the regular rental fee will be charged unless the unrepaired product is returned to the customer immediately. The product will be returned immediately unless the customer requests otherwise.

In order to make an estimate, a thorough examination of the product is required. This means that the product is disassembled and tested to check the individual components. During such disassembly, disposable items may become damaged and cannot be reassembled. This means that we cannot return a product that has undergone such an examination in an assembled and functional condition if the quote is then declined/cancelled by the customer. If the quote is cancelled or not answered before the end of the validity period, a charge will be made for the examination carried out. The costs are dependent on the product examined, please contact us for more information.