SALES TO END USERS ONLY
The ACE Surgical Store sells and ships products to end user customers only.
RETURN & REFUND POLICY
If you are not satisfied with your ACE Surgical purchase of a pre-built product, please call + 351 21 351 2160 for a Return Material Authorization (RMA) request within 14 calendar days of the receipt of the product. If the item is returned unopened in the original box, we will exchange it or offer you a refund based on your original method of payment. The product must be returned to the ACE Surgical warehouse within 14 calendar days of the issuance of the RMA. All products must be packed in the original, unmarked packaging including any accessories, manuals, documentation and registration that shipped with the product. A 10% open box fee will be assessed on any opened or accessory. If you purchased your order using an ACE Surgical Business Lease, you may be asked to provide a major credit card (Visa, MasterCard, American Express, or Discover) for ACE Surgical to assess the 10% open box restocking fee.
Please note that ACE Surgical does not permit the return of or offer refunds for the following products:
1. Product that is custom configured to your specifications
2. Special orders
* NOTE: ACE Surgical recommends that you (1) use a carrier that offers shipment tracking for all returns and (2) either insure your package for safe return to ACE Surgical or declare the full value of the shipment so that you are completely protected if the shipment is lost or damaged in transit. If you choose not to (1) use a carrier that offers tracking and (2) insure or declare the full value of the product, you will be responsible for any loss or damage to the product during shipping. Please not that the United States Postal Service (USPS) offers limited tracking capabilities and that there is a 30-calendar \0x1Aday waiting period before the USPS will initiate a trace.
Dead On Arrival (DOA) Product: System Failure Out of the Box.
An ACE Surgical-branded hardware product is considered DOA if it shows symptoms of a hardware failure, preventing basic operability, upon its first use out of the box. If you believe that your product is DOA, please call ACE Surgical Care Technical Support at + 351 21 351 2160 within 30 calendar days of the invoice date. ACE Surgical Care Technical Support will determine whether the product is DOA and offer you the following options:
* Replacement: The same product that you ordered will be shipped to you at ACE Surgical's expense. ACE Surgical Care Technical Support will put you in touch with an ACE Surgical Store Sales Support Representative to set up a replacement order and provide the procedure for returning the DOA product.
* Service: You may have the product repaired; however, once serviced, the product is no longer eligible for replacement.
Product must be deemed DOA by ACE Surgical Care Technical Support within 30 calendar days of the invoice date in order to receive a replacement unit.
* DOA Terms and Conditions
ACE Surgical reserves the right to test returned DOA product. If the condition of the product is misrepresented by the customer, ACE Surgical may impose a $400 handling fee.
— This DOA policy applies only to ACE Surgical-branded hardware products currently offered at the ACE Surgical Consumer Store. As new products are offered, ACE Surgical reserves the right to determine whether or not this policy applies.
— This DOA policy does not apply to third-party products that do not bear the ACE Surgical brand name. You may call the manufacturer directly with any third-party product issues.
— If the product is deemed DOA by ACE Surgical Care Technical Support more than 30 calendar days after the invoice date, ACE Surgical's standard product warranty will apply.
— If the product is deemed by ACE Surgical Care Technical Support NOT to be DOA, ACE Surgical's standard product warranty will apply.
— Shipping will be arranged at ACE Surgical's expense for all products determined by ACE Surgical Care Technical Support to be DOA.
ACE Surgical Branded Products
If you discover what you believe is a product defect for any ACE Surgical-branded product, please contact ACE Surgical Care Technical Support at + 351 21 351 2160. Such a defect, if any, is covered under the terms of your product's warranty. Please refer to the warranty information and other supporting documentation that came with your product. (See Product Warranty section below for specific information about ACE Surgical's product warranties.)
Non-ACE Surgical Branded/Third-Party Products
If you discover what you believe is a product defect for any third-party product, please contact the manufacturer directly for information regarding the manufacturer's warranty.
Note: Products sold through this web site that do not bear the ACE Surgical brand name are serviced and supported exclusively by their manufacturers in accordance with terms and conditions packaged with the products. ACE Surgical's Limited Warranty does not apply to products that are not ACE Surgical-branded, even if packaged or sold with ACE Surgical products.