Términos de garantía

Scope and Duration of Warranties

Effective Date: These warranty terms (the “Warranty”) apply to purchases of MEDIEXPERT POCUS and portable ultrasound scanners made on or after March 31, 2025. Please refer to the Warranty Schedule attached to the terms and conditions accompanying your purchase for applicable warranty information.

Covered Products: The warranties included in this document are limited to the following products bearing the MEDIEXPERT brand, purchased directly from MEDIEXPERT (hereinafter referred to as the “Covered Products”):

  • MEDIEXPERT brand new ultrasound scanners ("New MEDIEXPERT Scanners");
  • MEDIEXPERT refurbished or remanufactured ultrasound scanners ("Refurbished MEDIEXPERT Scanners"); and
  • New batteries, chargers, charging cables, and other accessories (collectively, "New Batteries and Accessories").

The warranty details herein apply only to MEDIEXPERT ultrasound scanners and products purchased directly from MEDIEXPERT. If you purchased your MEDIEXPERT scanner and products through a distributor, please contact them and refer to the documentation provided with your purchase for warranty coverage details.

Limited Warranty

MEDIEXPERT warrants to the original purchaser that each Covered Product will be free from defects in materials and workmanship, subject to the limitations set forth herein. This warranty applies only to the original customer and, unless otherwise agreed in writing by MEDIEXPERT, does not extend to any subsequent purchaser or transferee of the Covered Product.

Warranty Period

The warranty period for all warranties is time-limited in accordance with Section 4 (Types of Warranty) below. The initial warranty period begins on the date MEDIEXPERT delivers the Covered Products to the customer. For multi-shipment orders, the period begins on the delivery date of the first item. The warranty period for any replacement product or component, or repair of a Covered Product provided as a warranty remedy, will be the unexpired portion of the original warranty period of the repaired, adjusted, or replaced Covered Product.

Third-Party Products

MEDIEXPERT does not provide warranty or warranty service for products manufactured by a third party and not bearing the MEDIEXPERT label, even if such products are sold and distributed by MEDIEXPERT. All warranty terms (if any) for such products are provided by the third-party manufacturer and governed by the documentation provided by the manufacturer and included with the shipment or available online from the manufacturer’s website. However, MEDIEXPERT will assist in managing warranty claims with third parties to improve the customer experience.

Warranty Obligations

MEDIEXPERT’s obligation and liability under the Limited Warranty for a Covered Product is limited solely, at MEDIEXPERT’s discretion, to repairing, adjusting, or replacing (with new or exchanged replacement parts or devices) the non-conforming Covered Product, or alternatively, refunding or reducing a reasonable portion of the Covered Product purchase price, as determined solely by MEDIEXPERT. The cost of shipping any Covered Product to MEDIEXPERT will be assessed on a case-by-case basis, and MEDIEXPERT will decide if the customer will cover it. THE REMEDY SELECTED BY MEDIEXPERT UNDER THIS PARAGRAPH SHALL BE THE CUSTOMER'S SOLE AND EXCLUSIVE REMEDY FOR ANY BREACH OF WARRANTY.

Warranty Exclusions

The Limited Warranty does not cover:

  • Any work external to the Covered Products.
  • Any damage to the Covered Products caused by an external source, regardless of its nature.
  • Maintenance, connection, or removal of any device to the Covered Products not supplied by MEDIEXPERT.
  • Repair or replacement of any damage, defect, deficiency, or loss resulting, in whole or in part, from: (1) use of the Covered Products in a manner or configuration other than as specified in the instructions, specifications, manuals, or other applicable documentation provided by MEDIEXPERT (including any use for unlisted purposes or with unsupported devices); (2) improper storage, handling, use, or maintenance; (3) failure to comply with recommended or standard environmental conditions; (4) dismantling, alterations, or repairs performed by anyone other than MEDIEXPERT authorized personnel; or (5) any other cause beyond MEDIEXPERT's reasonable control, including accidents, negligence, misuse, intentional damage, theft, vandalism, or natural disasters (e.g., floods, earthquakes, fires, wars, epidemics, riots, military actions, terrorism, or acts of God).
  • Enhancements or modifications to the Covered Products using materials not supplied by MEDIEXPERT, including software, firmware, or hardware modifications.
  • Work performed for cosmetic purposes.
  • Consumable parts.
  • Batteries and accessories after the Standard Warranty Period for such items (as defined in Section 4(a) below).
  • Use of improperly trained, unqualified, or unauthorized personnel to operate the Covered Products.
  • Any Covered Product contaminated with blood or other potentially infectious substances.

Additional Exclusions for POCUS Wireless Scanners:

  • Wireless interference or connectivity issues: Not covered if caused by nearby electronic devices, Wi-Fi congestion, electromagnetic interference, or other signal disturbances.
  • Use of non-original or uncertified batteries: May cause overheating, poor performance, or internal damage. Use of unauthorized batteries voids the warranty.
  • Exposure to magnetic fields or uncontrolled radiation: Usage near MRI or X-ray equipment may disrupt function and is not covered.
  • Software updates from unofficial sources: Only updates from official MEDIEXPERT platforms are supported. Unauthorized updates void the warranty.
  • Operation under extreme temperatures in wireless mode: Usage outside the 10°C to 40°C range can impair the battery and antenna. Damage from such conditions is not covered.
  • Natural battery wear from charging cycles: Gradual loss of battery capacity due to charging cycles is not covered unless it results from a manufacturing defect.
  • Improper charging methods: Wireless charging is mandatory. USB ports are for Android connectivity only, not for charging. Electrical surges through USB can damage the battery or motherboard and void the warranty.

Additional Exclusions for Portable Ultrasound Scanners:

  • Direct AC connection without protection: Usage without a 1200 VA online UPS invalidates the warranty in case of electrical damage.
  • Improper transport: Damage during transport, especially without the original hard case, is not covered.
  • Operation in uncontrolled environments: High temperatures, humidity, dust, salt, or chemical exposure voids the warranty.
  • Connection of unauthorized peripherals: Use of uncertified devices (e.g., printers, USB drives, video adapters) may cause electrical issues and is excluded.
  • Mishandling of transducer connectors: Improper plugging/unplugging or excessive force may damage connectors and void warranty.
  • Unauthorized OS/software modifications: Installing unapproved third-party software, altering BIOS, or deactivating security functions voids the warranty.
  • Improper cleaning: Use of corrosive agents, excessive alcohol, or pressurized sprays can damage surfaces and connectors.
  • Improper storage: Extended storage in extreme heat, humidity, or direct sunlight may cause internal damage and is not covered.
  • Use of non-original or generic power adapters: This may lead to electrical faults that void the warranty.
  • Unauthorized servicing: Any attempt to open, repair, or tamper with the equipment by non-certified personnel voids the warranty.

Types of Warranty

(a) Standard Warranty: If a breach of the Limited Warranty in Section 1 occurs for any Covered Product during the applicable Warranty Period (defined below), MEDIEXPERT will provide all replacement parts, software updates, and imaging enhancements (excluding new features) made regularly available to customers of such products at no additional cost. If replacement is necessary, the original product becomes the property of MEDIEXPERT, and the replacement product becomes the property of the customer.

Standard outbound shipping will be provided. This means the cost of sending any Covered Product to MEDIEXPERT will be evaluated case by case, and MEDIEXPERT will decide whether the customer will cover it. MEDIEXPERT will cover the shipping costs for repaired or replacement products or parts sent back to the customer via standard delivery (e.g., ground service).

Warranty periods:

  • New MEDIEXPERT Scanners: 24 month
  • Refurbished MEDIEXPERT Scanners: 3 months
  • New Batteries and Accessories: 3 months

Extended Warranty Coverage

MEDIEXPERT offers extended warranty options for new ultrasound scanners. Customers may purchase an extended warranty of up to 36 months, offering additional protection against defects in materials and workmanship beyond the standard period. The same terms as the standard warranty apply.

14-Day Satisfaction Policy

At MEDIEXPERT, we are committed to ensuring that every customer is completely satisfied with their purchase. To reinforce this commitment, we offer a 14-day satisfaction policy from the date of delivery.

If for any reason the product does not meet your expectations, you may request a return or exchange within 14 calendar days of receiving your Covered Product, provided that:

  • The product is in its original condition, free from signs of use, damage, or tampering.
  • All original packaging, accessories, manuals, and components are included.
  • The return is authorized by MEDIEXPERT via a Return Material Authorization (RMA) issued within the 14-day window.

Returns or exchanges requested under this policy may be subject to evaluation and restocking fees if applicable. Shipping costs for the return will be the responsibility of the customer unless the reason for return is due to a verified product defect.

Important: This policy does not apply to products that have been used in clinical procedures, contaminated, or damaged due to mishandling. It also does not apply to software licenses or digital services once activated.

To initiate a satisfaction return, please contact support@mediexpert.io within 14 days of receiving your order.

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Ongoing Technical Support

MEDIEXPERT provides unlimited ongoing technical support for all its Covered Products. This includes assistance with installation, use, and proper maintenance to ensure customers achieve maximum performance and longevity from their devices.

User Education

MEDIEXPERT is committed to customer education by providing comprehensive resources, including detailed manuals and instructional videos, to ensure proper use and maintenance of the products.

Warranty Service Procedure

To request warranty service, the customer must send an email to support@mediexpert.io to obtain a Return Material Authorization (RMA) number from MEDIEXPERT before returning any non-conforming Covered Product. The customer retains ownership and bears the risk of loss, damage, or destruction of the product until it is delivered to MEDIEXPERT. The MEDIEXPERT Product Purchase Terms and Conditions govern the return of the repaired or replacement Covered Product. In compliance with applicable health authority regulations, warranty claims must be made in the country where the Covered Product was purchased.

Special Warranty Conditions

1. Disclaimer for External Causes or Force Majeure
MEDIEXPERT shall not be held responsible for failure to fulfill warranty obligations if such failure is due directly or indirectly to events beyond MEDIEXPERT's reasonable control, including but not limited to:

  • Supply chain disruptions from third parties (manufacturers, assemblers, or logistics providers), for any commercial, contractual, or logistical reasons;
  • Government policy changes or extraordinary taxation (including tariffs or economic sanctions), especially from the governments of the United States, China, or producing/exporting countries;
  • Confiscation, export restrictions, embargoes, acts of war, terrorism, civil unrest, natural disasters, pandemics, transportation blockages or restrictions;
  • Suspension, cancellation, or modification of key components, accessories, or consumables by manufacturers.

In such cases, MEDIEXPERT reserves the right to temporarily or permanently suspend warranty services, delivery of replacement parts or products, and/or technical support, without this constituting breach of contractual obligations or grounds for compensation.

2. Warranty Limitation Due to Product or Consumable Discontinuation
If during the warranty period a product, component, or consumable related to a Covered Product is discontinued or becomes unavailable due to political, logistical, or regulatory reasons:

  • MEDIEXPERT will seek to offer an alternative product of equal or superior characteristics, whenever possible.
  • If no viable replacement is available, MEDIEXPERT may offer a reasonable partial refund based on the remaining warranty period or a store credit for future purchases.
  • This situation shall not imply any additional financial liability for MEDIEXPERT, nor constitute breach of contract.

Commitment to Quality and Service

At MEDIEXPERT, every product reflects our commitment to innovation, clinical precision, and customer satisfaction. This warranty is designed not only as a protection policy but also as a demonstration of our confidence in the quality of our equipment. We appreciate your trust and reaffirm our commitment to support you at every stage—from installation to post-sales support—so that your experience with our products is always exceptional.