Claims & Returns Guidelines Sirona Dental Systems GmbH (Status September 2018)

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1 Claims & Returns Guidelines Sirona Dental Systems GmbH (Status September 2018) 1 General 1.1 Range of validity This document is valid for all dealers worldwide, except where individual customer agreements have been made. In other cases, unless special regulations are stipulated below, the "General Delivery Conditions" of Sirona Dental Systems GmbH (hereafter called "Sirona") shall be valid. The range of validity of the document covers the processing of applications relating to warranty, goodwill, incorrect order, incorrect delivery and possibly related returns or returns under the repair-exchange program. 1.2 Generalities Sirona strives to ensure quick and reliable processing of the return incident. For these reasons, applications are exclusively processed by the electronic method on the return goods platform. Manual applications will only be processed after advance express approval by Sirona. Any physical returns not registered via the Returns Platform or those which are based on individual agreements without corresponding Sirona documentation (e.g. return consignment note) shall be sent back at the sender's expense. On using the Returns Platform, you will receive a real-time notification about the parts return duty. Through your dealer login, you can view a summary of all open or already completed transactions. For this purpose, please use the "Cockpit" area with the sub-menu "Service - View returns". If you have queries regarding a transaction, your responsible returns officer shall generally send you a written query by . Further prompt processing of the transaction requires a quick answer or a holding reply from you. Please note: Upon expiry of a reasonable period (after sending reminders about an open dealer callback) Sirona reserves the right to decline the corresponding offer and/or send the returned goods back to the dealer at his expense. Regulations The regulation of all claims under warranty and/or goodwill cases is always effected through a credit note. Claims as a result of incorrect deliveries are compensated with a credit note or re-deliveries. Claims based on incorrect orders are only entitled to claim to a limited extent and are compensated on an individual basis with a credit note. 1.3 Rules for return consignments The following applies for a return consignment: It is absolutely necessary to place the Return consignment note with bar code in an outside pocket on the package so as to be visible. To make the bar code visible, please use the standard protective bags with viewing window. In the case of collective deliveries, at least one of the return notes must be placed visibly in an 1

2 outside pocket on the package. All other return notes for the collective delivery can be enclosed in the package, but are to be firmly attached to the concerned return goods. Each individual part must be packaged corresponding to the Sirona packaging guidelines and sent back with the associated return consignment note attached. Return consignment shall be at the risk and cost of the orderer. Costs incurred by Sirona for return consignment that Sirona had not agreed to, shall be at the orderer's expense. Return consignments, for which the delivery note with bar code is missing or not visibly placed on the package, shall be immediately reshipped to the sender at his expense. If return notes are missing, Sirona also reserves the right to deduct 25 for each missing return note /per part as processing fee. If return shipments are for repairs, warranty or goodwill, the packaging of the previously delivered spare or replacement parts is to be used, or an equivalent replacement that will ensure damagefree transport to Sirona. Please make return shipments due to incorrect ordering and incorrect deliveries in their original packing and separated from other return goods (i.e. in separate packages). If a return shipment is not properly documented and/or packed, Sirona reserves the right to reject the application without further examination or to charge further processing fees. Sirona only processes information printed on the Sirona return consignment notes. Additional documentation from the dealer is neither considered nor inspected Important safety tips You are aware of the dangers and risks arising from the exposure to and handling of medical products and the obligatory care (hygiene, Infection prevention, disinfection and sterilization). Please, therefore, remember that goods that had contact with a patient can be contaminated ("Germs" risk). Such goods must not have any direct contact with other Sirona returns. Each part is therefore to be packaged securely for returning to Sirona. Obviously soiled parts are to be cleaned before returning to Sirona. Sirona reserves the right to exclude products from further processing, which have obviously been inadequately cleaned or not cleaned at all following patient contact, and to return such products in an unprocessed state at the sender s expense Customs handling In the case of returns from countries outside the European Union, the following points are to be heeded to ensure a smooth customs handling: Each consignment must be accompanied by a proforma invoice, on which all the returned parts are mentioned with Sirona material number and customer price. It must be identified on the invoices whether these are defective goods (repairs, repair-exchange, warranty, goodwill) or new goods (incorrect ordering, incorrect delivery). Return consignments due to incorrect ordering or incorrect delivery must be separate. Parts that are not returned need not be mentioned on the attached invoices of the return consignment Inspecting returned goods Credit notes which are issued for products that need to be returned, are issued subject to the final clarification of the case incl. diagnosis of the returned products by Sirona. 2

3 1.4 Electronic assemblies Electronic assemblies (circuit boards etc.) can only be accepted by Sirona, if they are returned in an EGB pouch and in appropriate packing. For a repair-exchange, the protective pouch as well as the packing of the exchange part can be used. If these are claims (warranty, goodwill) the assembly should be protected during dismounting and returning such that Sirona can conduct a fault detection test. 1.5 Repairs exchange For certain parts, Sirona offers the dealer the option of purchasing repair exchange parts. A price advantage is given in this trade-in for the purchase of a new part. This price advantage is based on a recycling value. To maintain the supply cycle of repair exchange parts, it is important to receive the exchanged defective parts defined in the return consignment list within the set period. As part of the processing, all repair exchange parts that are on the returns list are dispatched with a return consignment note. In addition, there are also customer-specific agreements in place. The return consignment of the defective parts to Sirona must be freight-free and take place within the stated period and with the relevant Return consignment note. A list of open return consignment notes is available in the Sirona online shop. If the return consignment note is not (no longer) available with the dealer, he can attach the Sirona delivery note to the return consignment as a substitute voucher. The expiry dates for the return consignment (generally 6 months) and the identification number of the exchange assembly are noted on the return consignment note. If the return consignment does not reach within the said period, the difference amount in the repair exchange price and new price shall be charged. In connection with a warranty/goodwill/incorrect delivery/incorrect order case, you will receive a new return consignment note from the returns platform. This is to be used for returning goods and the return consignment note from the delivery can be ignored in this case. If the corresponding returns period is not complied with by the dealer, Sirona is entitled to invoice an additional charge. This represents the difference between the reduced repair replacement part price and the new part price. If a new invoice is issued, there is no longer a basis to claim for a refund, even if the goods are still returned at a later date. 3

4 2 Repairs Repairs can be logged immediately via the Sirona online shop by calling the order. Cost estimate: If Sirona does not receive any feedback from the specialist dealer for further processing of the repair order within 20 working days after sending the cost estimate, the goods shall be sent back. The costs incurred for the cost estimation and the possible return shall be billed. If no repairs are carried out based on a cost estimate, we will bill for a processing charge of 100 per part (25 per part in the case of instruments). If an offer for an alternative product is made to you at the time of making the cost estimate, acceptance of this alternative offer also requires the Sirona reference of the cost estimate. In such a case, the above processing charges shall not be billed. We request you to appreciate that it will not be possible to use the reference subsequently. Sirona Service Centers will strive to carry out repairs promptly and to make the necessary adjustments to the initial cost estimates immediately. Repairs to materials that are not on what is called the Repairs White List are generally not economically feasible and shall not be undertaken by Sirona. An alternative is to purchase spare or replacement parts. Parts that are not on the said Repairs White List are not offered for repairs and shall therefore not be repaired by Sirona. If you call the corresponding product in the Sirona Online Shop (e.g. by searching by the serial number), information will be displayed regarding whether the part in question can be repaired by Sirona by using the Repair button (yellow button yes, gray button no). You will find the current list of materials, which can be repaired by Sirona Bensheim, in the Sirona Online Shop Dealer area. 4

5 3 Warranty and Goodwill 3.1 Basis for claims A warranty claim against Sirona is generally handled through the authorized specialist dealer. The claim can only be made stating the. a) order references for: the original delivery (order, invoice and/or delivery note No., serial number, if required) Replacement delivery (order, invoice and/or delivery note No., serial number, if required) b) qualified fault description Garantiefristen.xls 3.2 Goodwill After expiry of the warranty period, there is, in substantiated cases, the option of a goodwill request. The Returns Platform offers you the opportunity to make a goodwill request based on a rejected warranty claim. Acceptance of the goodwill request does not guarantee a claim to an accommodating arrangement. 5

6 4 Incorrect Orders and Incorrect Deliveries To substantiate an incorrect order/ delivery at Sirona you need to use the Returns Platform and the return consignment note. The Returns Platform makes a check against the dispatch date. If the maximum period (6 months after dispatch) has expired, the option for incorrect order/ delivery no longer exists. Return consignments arising from incorrect ordering/ delivery must be necessarily separated from other return consignments for hygiene reasons. If the goods are opened and/or not sent back in the original packing, Sirona reserves the right to charge an additional processing fee. Additional necessary production costs due to changes or damages to the goods not attributable to Sirona shall reduce the amount of the credit note accordingly and may even result in it being refused. 4.1 Incorrect orders Definition of an incorrect order: Incorrect or not need-based disposal of trade goods No errors made by Sirona For every return consignment, Sirona shall bill a processing fee of at least 25 EUR (max. 500 EUR) per process. Returned products based on incorrect orders must be packaged unused and in their original packaging. Materials that Sirona manufactures on a customer-specific basis or orders specifically from suppliers e.g. paint and padding, cannot be accepted as incorrect ordering. The same applies to assembled and/or configured products (e.g. treatment centers) or sub-items of such a delivery. In addition, we refer to the integrity of the EGB bag (see also item 1.4) in the case of electronic components (eg. circuit boards, etc.). The EGB bag (outer packaging of the electronic components) should prevent an electrostatic discharge (ESD), thus rendering the electronic component unusable. In case of an opened EGB bags, we reserve the right to send the electronic component back to the dealer, as we cannot exclude a defect. With the return shipment to the dealer the credit note will be cancelled. Incorrect orders with a delivery date more than 6 months in the past are not accepted. Similarly ruled out are incorrect orders with a goods value below 100 EUR per item per unit. 4.2 Incorrect deliveries You can select from the following specified incorrect delivery reasons: Parts missing you have fewer parts than ordered and charged for Too many parts you have more parts than ordered and charged for Part without function the product is defective and does not work upon initial installation Wrong part received you have not received the ordered product 6

7 Transport damage damage caused during transport Ticket number you have received a request number (800x1234) from Sirona product service. You have ordered several parts with this number. The parts which you did not require can be sent back with this number. Please ensure that the exact part is sent, which you ordered with the ticket number, not the removed defective product. There is no warranty application for this defective product. Incorrect deliveries with a Sirona delivery date more than 6 months in the past are not accepted. 5 Contact If you have queries, kindly contact the Sirona Customer Service Center on Telephone: +49 (0)6251/ by BensheimDEU-Return-Service@dentsplysirona.com 7