After-Sales Service Terms of Use

The After-Sales Service Terms of Use (hereinafter referred to as “these Terms”) set forth the terms and conditions governing the after-sales service (hereinafter referred to as “the Service”) provided by Reltech Medical Equipment Co., Ltd. (hereinafter referred to as “the Company”) to customers (hereinafter referred to as “Customers”) who have purchased products (hereinafter referred to as “the Products”) sold by the Company.The Company will provide the Services to Customers in accordance with these Terms. Therefore, please read these Terms carefully and agree to their contents before using the Services. Matters not specified in these Terms shall be governed by the Terms of Use. Furthermore, in the event of any conflict between the provisions of the Terms of Use and these Terms, these Terms shall take precedence with respect to the Services.

Article 1 (Scope of the Service)

This service is an after-sales service for this product. In accordance with these Terms and Conditions, we will provide repair and inspection services to you for the product you have purchased.

Article 2 (Application for Use of the Service)

To apply for this service or to make inquiries regarding this service, please contact us at the email address below. Please note that we will only accept applications for this service and inquiries regarding this service via email.

To apply for this service or for inquiries: after@reltec.co.jp

Article 3 (Repair Services During the Warranty Period)

1. The warranty period for repair services (hereinafter referred to as “this warranty period”) is one year plus seven days from the date of shipment of this product.

2. Repair services provided within the warranty period are, in principle, provided free of charge.

3. Notwithstanding the provisions of the preceding paragraph, repairs will be subject to a fee in the following cases, even if they occur within the warranty period.

(1) If any information on the warranty certificate (such as the serial number or warranty expiration date) has been altered

(2) Malfunctions and damage not resulting from normal use in accordance with the instructions in the user manual or other documentation, as well as malfunctions and damage resulting from misuse, improper repairs, or modifications

(3) Malfunctions and damage caused by transportation, movement, or drops after purchase

(4) Malfunctions and damage caused by fire, earthquakes, wind and flood damage, lightning, and other natural disasters; insect damage; salt damage; environmental pollution; gas damage (such as sulfur dioxide); abnormal voltage; or the use of power sources (voltage, frequency) other than those specified.

(5) If the cause of the malfunction is due to factors other than this product (external factors)

(6) Replacement or Repair of Accessories and Consumables

4. We will bear the shipping costs associated with providing free repair services during the warranty period, provided that the shipment is made via a carrier designated by us (Yamato Transport, Japan Post, or Sagawa Express).

5. Please note that even within the warranty period, if our inspection finds no defects in the part you submitted for repair, you will be responsible for the shipping costs associated with returning the item.

Article 4 (Repair Services After the Warranty Period Expires)

1. As a general rule, repair services provided after the warranty period has expired will be subject to a fee.

2. Notwithstanding the provisions of the preceding paragraph, we will provide repair services free of charge in the following cases, even after the warranty period has expired.

(1) If a defect occurs in a part that we have determined requires improvement and for which we have decided that a uniform course of action is necessary for all products sold, regardless of whether they are within or outside the warranty period

3. All costs associated with providing paid repair services after the warranty period has expired (including shipping costs and consumption tax) shall be borne by the customer (the customer must ship the item to us with shipping prepaid; we will invoice the customer for the shipping costs of the repaired item via a written estimate, and will ship the item back to the customer with shipping prepaid after payment is received).

4. We will cover the shipping costs associated with providing free repair services after the warranty period has expired, provided that the shipment is made via one of the carriers designated by us (Yamato Transport, Japan Post, or Sagawa Express).

Article 5 (Inspection Services)

1. If a customer wishes to have the purchased product inspected, they may request an inspection from our company.

2. As a general rule, the inspection services described in the preceding paragraph are provided for a fee, regardless of whether they fall within the warranty period.

3. Notwithstanding the provisions of the preceding paragraph, we will provide inspection services free of charge in the following cases.

(1) If a defect occurs in a part that we have determined requires improvement and for which we have decided that a uniform course of action is necessary for all products sold, regardless of whether they are within or outside the warranty period

4. All costs associated with the inspection service (including shipping and consumption tax) shall be borne by the customer (the customer must ship the item to us with shipping prepaid; we will invoice the customer for the shipping cost of the repaired item via a quote, and will ship it back to the customer with shipping prepaid after payment is received).

Article 6 (Performance of Repair and Inspection Work)

1. Upon receiving a product from a customer for repair or inspection (hereinafter referred to as the “Item Subject to Service Request”), the Company will assess the current condition of the Item Subject to Service Request and prepare a written estimate, which it will then submit to the customer via email.

2. We will perform repair and inspection work after receiving notification of the customer’s approval of the estimate described in the preceding paragraph and confirming receipt of payment.

3. Delivery dates are provided for reference only and are subject to change due to various circumstances. In such cases, we will notify you in advance of the revised delivery date. Please note that we assume no liability whatsoever for any damages resulting from changes to the delivery date.

4. If, after the estimate has been approved and work has begun, we discover defects, damage, or other issues that were not identified at the time the estimate was issued, or if a part fails that was not defective at the time the estimate was issued but is highly likely to fail in the near future, we may provide a new estimate for additional repair or inspection costs. In such cases as well, we will not proceed with the repair or inspection work until we have received your approval of the additional estimate and confirmed receipt of payment.

5. For parts that we determine are difficult to ensure in terms of safety and quality and do not meet our standards, we will dispose of such parts in order to guarantee the performance and safety of the equipment after repair.

6. The parts used are subject to change without notice. Additionally, the appearance of the product after repair may differ due to changes in repair or inspection methods.

7. With regard to items submitted for this service, in cases such as: (1) where non-genuine parts (e.g., parts manufactured by other companies) have been installed; (2) where there are signs of repair, disassembly, or modification by a third party; or (3) where there are malfunctions or defects resulting from improper use exceeding normal usage, it is possible that the item may be partially or completely damaged, making it impossible to restore it to its condition at the time of receipt or to perform a satisfactory repair.We cannot be held liable if, for reasons not attributable to us, the item cannot be restored to its condition at the time of receipt or cannot be adequately repaired or inspected.

In the unlikely event that an item submitted for this service is found to be a counterfeit, we will collect the item using the designated consent form. This does not apply if you wish to have the item returned.

8. Under no circumstances may you cancel your order after we have received your approval of the quotation; we will bill you for the fees associated with the use of this service (including shipping costs and other expenses; hereinafter referred to as “the Fees”). Please note that we cannot issue refunds for any Fees that have already been paid.

　In the unlikely event that you cancel your order after we have provided a quote but before we have received your approval, we will charge a cancellation fee of 5,500 yen (tax included) plus the shipping costs associated with returning the item.
Please note that if you request that we dispose of the item at the time of cancellation, we will charge a disposal fee of 11,000 yen (tax included), which includes the cancellation fee mentioned above.

Article 7 (Payment Methods, etc.)

Please pay this fee by bank transfer to the bank account designated by our company by the deadline specified by us, after you have approved the quotation we provided. Please note that all fees associated with the transfer shall be borne by you.

Article 8 (Packaging)

1. When sending items for this service, please take great care to pack them securely to prevent damage during transit. If we determine that an item was damaged during transit due to inadequate packaging, we reserve the right to refuse to provide the service. Please note that we cannot return any packaging materials you have provided. We appreciate your understanding in advance.

2. We cannot return any items sent along with the items submitted for service. Please remove any items (such as stickers) that you attached after purchase before sending them to us.

Article 9 (Non-Provision of Services; Storage and Disposal)

1. If any of the following circumstances apply, we will not provide the Service. Please note that in such cases, we assume no liability whatsoever for any damages resulting from the non-provision of the Service.

(1) If we do not receive a response to the quote

(2) If you do not respond to our requests for confirmation or replies

(3) If you fail to pay all or part of this fee

(4) In cases where there are other circumstances analogous to those listed in the preceding items

2. If six months or more have elapsed since any of the circumstances listed in the preceding paragraph occurred, or if six months or more have elapsed without us being able to contact you, you shall be deemed to have abandoned ownership of the items submitted for this Service, and we shall be entitled to dispose of them.