Repairs

Frequently asked questions about Technical Service and Repairs:

- How can I find out if a product is under warranty?

The products sold at Dentaltix have between 6 months and 2 years of warranty from the invoice date, as established by the manufacturer. It is up to the manufacturer's Technical Service to determine whether the product can be repaired by replacing the parts with manufacturing defects, or whether it should be fully replaced in the case the product is not repairable.

For some products, the warranty may be longer than the legally established one (Regulation EU 2017/745 on Medical Devices), with this option being solely the responsibility of the manufacturer.

- What is the warranty?

The warranty is offered by the manufacturer and covers possible manufacturing defects of the product, as well as any issue the product may present resulting from a factory defect, during the indicated period.

Consumable products are excluded from the warranties, as well as breakdowns resulting from improper use or maintenance of the product, as well as those caused by improper handling or incorrect installation.

- What if my breakdown is not covered by the warranty?

If the repair is not covered by warranty, the repair quote will be sent to the customer for assessment. In the event that it is more beneficial to replace than to repair the product, we will inform you about the different available options.

- What can I do to promote the proper use of the products and avoid breakdowns that are not covered by the warranty?

Installation by technicians authorized by the manufacturer always helps with a better start-up of the product.

As important as a correct installation is correct maintenance, following the manufacturer's instructions in the instruction manual.

- Who takes care of collecting the product to be repaired?

You can send us your own product or, if you prefer, we take care of the collection. Standard collections will cost 5.95 euros (excluding VAT).

For repairs of large or very heavy machines, we will inform you of the extra cost before collection

- How to prepare the shipment?

You must protect the product properly for transport. Dentaltix will not be responsible for those products that, for not having been properly packaged for transport, arrive damaged at our facilities.

We recommend placing the products in a box that serves as protective packaging to prevent the product or its box from being damaged during transport. You can use, for example, the same cardboard box in which we shipped it or an equivalent one.

- Who takes care of shipping the product once it has been reviewed?

If your product was repaired under warranty or you accepted the repair quote, at Dentaltix we take care of returning your repaired product at no additional cost.

If your product was reviewed by the technical service and you do not accept the repair quote, you will have to bear the cost of return shipping.

- Does the review by the technical service have a cost?

Normally the reviews are free, they only have an extra cost with some manufacturers and in that case we will indicate it before providing you the details of the collection or shipment.

- What is the repair time?

Until the product has been reviewed by the technical service, it is not possible to establish a repair timeframe. Once reviewed, the technical service will provide us with a diagnosis and we will contact you as quickly as possible to give you all the details.

- Can the technical service come to the clinic?

The emergency technical service will depend on the type of service, along with the warranty provided by the manufacturer.

If your machine is no longer under warranty, at Dentaltix we have an emergency service for dental chairs, suction systems, compressors and autoclaves in the Community of Madrid and neighbouring provinces. Contact us if you need it, and we will advise you.

Still have questions?

Contact us by writing an email to bomdia@dentaltix.com or by calling us at 308 808 373 . We will be delighted to resolve all your questions!