Service & Support
Warranty
SurgiTel warranties its products from defects in material and workmanship through limited repair and/or the replacement of defective parts.
Prompt inspection and reporting of missing or damaged product should be reported to the shipping carrier and SurgiTel within 3 days of receipt.
Warranty is only valid with proof of purchase from an Authorized SurgiTel Dealer.
How to make a warranty claim
Before sending any product back to SurgiTel, please call Customer Service to obtain an RMA Number.*Any packages sent without obtaining an RMA Number will result in significant processing delays*
Shipping
The customer is responsible for shipping product to SurgiTel (using suitable and clean packaging).In circumstances where both SurgiTel and the customer have deemed the product defective upon receipt, SurgiTel will cover incoming ground transportation of the product.
Return shipping to the customer for warranty repairs and exchanges will be covered by SurgiTel. (UPS Ground only, special shipping is the responsibility of the customer)
Return shipping to the customer for refurbishments, non-warranty repairs and exchanges is the responsibility of the customer.
Other
Customers sending product back to SurgiTel that require additional cleaning and disinfection will be charged an additional cost. (excludes refurbishments) Any attempt to repair lights or light power sources (e.g. battery pack or source box) other than with SurgiTel, will void the warranty.International customers, who purchased their product with a distributor in their respective country, must contact their distributor for all service-related requests.
Warranty by product
TelescopesTelescopes, oculars: Limited-lifetime (e.g. leakage)
Telescopes, assembly parts: Limited-lifetime (does NOT cover broken Oculars Rack)
Ergo frame, Standard frame, or Headband: 3 years
Oakley frames: 1 year (Oakley Warranty policy)
Headlights
Fiber Optic lights, source box: 1 year
Fiber Optic lights, cable: 30 days
LED lights, non-battery parts: 2 years
LED lights, battery: 1 year
Mini-Halogen Light: 1 year
Mini-Halogen Light, battery pack: 1 year
Other
SurgiCam: 1 year
LED Curing Light, unit: 2 years
LED Curing Light, battery: 1 year
Chairs, mechanical parts: Limited-lifetime
Chairs; covering, accessories, and add-ons: 3 years
Optical Accessory items: 30 days
Warranty limitations (conditions not covered)
Deterioration or failure due to misuse or improperly following instructions and/or warnings found in the user s manualItems which have a known life based on use (e.g. light bulbs, fiber optic light cables, batteries)
Nicks and scratches on optical surfaces caused after delivery
Accidents or conditions of use considered abusive by GSC
Product made to incorrect specifications as supplied by the customer (e.g. eye Rx, PD, working distance, other specs)
Normal wear and tear on the product
