1.1. The product warranty is for a period of twelve (12) months from the date of original purchase. Any defect caused by faulty materials or workmanship will be repaired free of charge where possible during this period by PureGenex. If a repair is not possible, the product will be replaced free of charge.
1.2. PureGenex warrants, to the original purchaser only, that this product will be free from defects in materials and workmanship under normal and proper usage for the reasonable useful life of the product. PureGenex’s obligation in year 1 of this warranty is limited to replacing or repairing, at PureGenex’s discretion, products or parts determined by PureGenex, or its authorised agent, to be defective in materials or workmanship. If the original product has been superseded, a replacement may be made with a current model of the same quality and equivalent function.
1.3. Warranty provision is undertaken by specialist engineers. Warranty liability resides with PureGenex entirely and not with third party service providers such as engineers or lease companies. By placing an order you agree to be entirely bound by this condition and will not hold any third party service provider or lease company liable in any way for issues that may arise under warranty, be they direct or consequential.
1.4. The customer shall promptly notify PureGenex if the Products need service or are not operating correctly. Failure by the Customer to notify PureGenex within 24 hours of the Customer first becoming aware of such failure or incorrect working shall free PureGenex from all obligations to investigate or correct such failure or incorrect working. Breakages must be reported within 48 hours of delivery and if not they will be deemed the customers responsibility.
1.5. This guarantee is subject to the following provisions :-
1.6. The guarantee does not cover accidental damage, misuse, cabinet parts, knobs or consumable items.
1.7. The product must be correctly installed and operated in accordance with the instructions in the manual provided
1.8. The product must be used solely for the purposes of providing the treatments detailed within the training materials.
1.9. The guarantee will be invalid if the product is re-sold or has been damaged by inexpert repair.
1.10.Specifications are subject to change without notice.
2.1. For full height floor standing units, our authorised service partners will attempt to complete any repairs at the original installation location. However, there may be times when the product has to be taken away for further testing. If this happens, you will not be charged for collection or return of the product within the terms of this guarantee.
2.2. If a temporary loan device is provided during repair, this device will remain the property of the PureGenex. A security deposit will be required, against which repair of any damages recorded upon return of the loan device will be deducted. This security deposit will be 15% of the prevailing purchase price of a new unit.
2.3. PureGenex aims to repair or replace faulty products within 14 working days, but sometimes may take longer do to unforeseen circumstances. The customer accepts this as reasonable and does not hold PureGenex liable for any losses or costs arising out of delays in repairing any product.
2.4. Any service response times stated by PureGenex are approximate only and shall not form part of the Contract. PureGenex will use all reasonable endeavours to meet the stated response times, however PureGenex shall not be liable for any direct or indirect or consequential loss or damage arising from its failure to meet such response times, howsoever occasioned.
2.5. Warranty of any replacement parts is limited to 180 days or the unexpired portion of the warranty period of the product on which the parts are being used, whichever is longer.
2.6. In the case of smaller products and products that can be moved (I.e. are tabletop/ trolley based) we provide a back to base service for repairs. To obtain warranty service, the purchaser should return the product or the defective part(s), by recognised courier only, carefully packed and in such a manner as to maintain the safety of the equipment with proof of purchase date to PureGenex. In any event, all shipping expenses are the purchaser’s responsibility.
2.7. If a site visit or engineers assessment takes place and it is determined that there is no fault, or the apparent cause of the fault is due to the customer not operating the equipment properly, or the equipment has malfunctioned due to improper use or abuse the customer becomes liable for all costs relating to that site visit without exception. Site visits are only available within 50 miles of our offices.
2.8. If a unit is returned to base for a warranty repair and no defect is found, or the defect is not covered under the scope of this warranty, the customer accepts responsibility for all shipping costs associated with the collection and return of the unit.
3.1. Notwithstanding anything else contained in this Agreement, the customer wholly agrees that PureGenex shall not be liable to the Customer for loss of business, profits or contracts or other indirect or consequential loss whether arising from negligence, breach of contract or howsoever.
3.2. The manufacturer disclaims any liability for incidental or consequential damages. This guarantee is in addition to, and does not diminish, your statutory or legal rights.
4. Customer Support Contact
In the event of a problem with the product within the guarantee period, please contact PureGenex via one of the following approved methods only :-
5.1. This Warranty does not extend to loss caused by normal wear and tear, fire, water (liquid ingression), theft, vermin or insect infestation.
5.2. This warranty does not cover damage caused by;
i. Misuse or abusive use of any PureGenex product
ii. Incorrect operation, or not following the operating Instructions (as stated in the Product Instruction, or training manual)
iii. Improper installation
iv. Failure to clean or improper cleaning of the product
v. Failure to comply with care and maintenance instructions accompanying the product.
vi. Incorrect voltage or non-authorised electrical connections
vii. Use of non-authorised/non-standard parts
viii. Password setting/resetting and virus infection
ix. Repair or other work carried out on the PureGenex product other than by authorised PureGenex service personnel.
5.3. This Warranty does not cover service costs for the replacement and maintenance of consumable parts, which have stopped working through normal wear and tear. This includes, but is not limited to, parts classifiable as a consumable part. This includes, but is not limited to, treatment head caps and filters.
5.4. This Warranty does not cover any PureGenex branded product installed in a moveable dwelling. Note that the performance of the product may be affected if it is installed in a caravan or other such moveable dwelling.
5.5. This Warranty does not cover PureGenex products which do not bear the original manufacturer’s factory-applied serial number in its original form (for instance where it or the sticker bearing it has been removed, wiped out, rubbed off, or altered). This applies even if you make a claim while the product is still under Warranty.
5.6. This Warranty does not cover the loss of any data no matter how the loss is caused. You are responsible for backing up and protecting data against loss, damage or destruction.
5.7. The guarantee is only valid when accompanied by proof of purchase. If the serial number is defaced, missing or illegible, the warranty is null and void.
5.8. The customer fails to pay any outstanding balance related to the supply of the equipment, any subsequent costs related to replacement or repair, for failed service calls, unnecessary service calls where there is no fault.
5.9. Damage to cables connecting treatment applicators (including, but not limited to, Laser paddles, Cryo handles, RF treatment handles) is not covered by warranty under any circumstances.
5.10. Perishible items, or items sealed for the purposes of hygiene including, but not limited to, Anti-freeze membranes, treatment gel, gloves and spatulas.
6. Your Agreement With PureGenex
6.1. PureGenex will under no circumstances be liable for any special incidental or consequential damages or losses of any type, including, but not limited to, personal injury, property damage, damage to or loss of equipment, lost profits or revenue, costs of renting replacements and other additional expenses, even if PureGenex has been advised of the possibility of such damages.
6.2. In accepting this warranty you agree that the terms and conditions of it are the entire agreement between us relating to the extension of the liability of us as the producer under the law of the country, state or region where the product has been sold. At the point of checkout we ask you to read and understand all of our terms & Conditions, including the warranty and it is deemed that you accept and agree to these terms & conditions by continuing with the checkout process.
6.3. The Customer shall indemnify PureGenex and keep PureGenex fully and effectively indemnified against any loss of or damage to any property or injury to or death of any persons caused by any negligent act or omission or wilful misconduct of the Customer, its employees, agents or sub-contractors or by any breach of its contractual obligations arising out of this Agreement.
6.4. If any provision of this Agreement (including terms contained in a relevant Service Offering) is held by any competent authority to be invalid or unenforceable in whole or in part the validity of the other provisions of this Agreement and the remainder of the provisions in question shall not be affected thereby.
6.5. The customer agrees to cooperate with the technician. Listen carefully to the technician and follow the technician’s directions, and to fully cooperate with PureGenex to ensure a smooth and quick response to any warranty issues.
6.6. The customer agrees to ensure that the Products are used in a proper manner, in accordance with the Product user manuals and by competent, properly trained and qualified persons only .
6.7. The customer agrees to use on or with the Products only such accessory, attachment, component or additional equipment or products as PureGenex recommends, or are recommended in accordance with the Product user manuals, or are commonly and properly used on or with the Products.
6.8. The customer agrees to not use in conjunction with the Products any accessory, attachment, component or additional equipment or products other than those which have been supplied or approved by PureGenex Ltd for use in the manner proposed, or which are specifically approved as compatible by the relevant Product user manuals
6.9. Provide adequate working space around the Products for the use of PureGenex’s personnel or approved agent and make available all reasonable facilities as may be requested from time to time by PureGenex for the storage and safe keeping of any test equipment and spare parts.
6.10.The customer agrees to make sure that proper environmental conditions (in particular those (if any) defined in the relevant Product user manuals) are maintained for the Products and shall further maintain in good condition the place where the Products are situated, the cables and fittings to the Products and associated with the Products, and the electricity and other supply thereto
6.11.The customer agrees to not to, save for discrete additions generally recognised as being compatible with the Products, not make any modifications to the Products without PureGenex’s prior consent.
6.12.Any tampering, inspection or interference with products by any other party other than an approved agent of PureGenex will render this warranty void in its entirety and can only be reinstated once an engineer’s report is obtained at the expense of the customer and satisfies PureGenex that such tampering or interference has not adversely affected the operation of the Product or created any possible additional liability for PureGenex.
7. Right to Fair Treatment
Our staff and associates have the right to a pleasant and stress free working environment and in line with this and the law we take a zero tolerance approach to abuse, bullying, rudeness and offensive or racist remarks. We will cease to respond to anyone who is abusive or rude in any way and only open lines of communication when this behaviour has stopped.
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