Devices that experience failures that cannot be corrected by troubleshooting should be sent to Nox Medical for repair.
Before sending devices in for repair, you need to obtain an RMA number from Nox by contacting us at support@noxmedical.com or submitting an Issue Report on the support site.
Submit an issue with the following details:
- Serial Number / Lot Number
- Hardware version
- Firmware version - if applicable
- Provide a detailed failure description
- Provide an image showing damage - if applicable
- If possible provide steps to reproduce the issue
- Severe Cases for recorders: Provide recording and device logfile + setup.ini (see here how to access logs)
Information regarding warranty on products can be found in the Product Catalog.
Shipping cost of RMA to Nox Medical is covered by the sender.
Address all RMA shipments to “RMA Team”—not to an individual employee—to help prevent delays and ensure delivery to the correct team.
To speed up customs clearance and avoid delays or double charges of import VAT and duty, all RMA (return) shipments to Nox Medical must include one printed, signed copy of each of the following documents (see link to documents below), attached to the outside of the package in a document pouch (or inside the box):
1. Return Material Authorization (RMA) form: lists each returned item with its serial number, RMA number, order number and reason for return.
2. Proforma invoice: states customs procedure and reason for export, customs value, HS code, country of origin
3. Decontamination declaration: Devices and accessories that have been in patient contact must be cleaned and disinfected per the product manual before shipping. Nox may invoice cleaning fee (40 RUT/item), refuse or return uncleaned items at the sender's.
When booking the shipment with the carrier, enter the same goods description, customs value and RMA number as on the proforma invoice.
Ship RMA products on DDP terms as items for repair/warranty replacement using tariff code 90181900 to:
Nox Medical
RMA Team (rma@noxmedical.com)
(+354 570 7170)
Katrínartún 2, Floor (-1)
105 Reykjavík
Iceland
LBL-0072 Rev02
Comments