We seek to offer you optimum repair support. To ensure quick and hassle-free repairs and maintenance of our products, please observe the following:

Before you send us a product, please verify that the defect or functionality problem resides within our product. You may do so by referring to the specifications listed in the product's user documentation.

We reserve the right to charge for the function check and diagnosis of the system even if no repair works are performed.

Please understand that we can only service systems that are manufactured by us.

• SCANLAB is an OEM supplier and only accepts deliveries from its direct customers with a SCANLAB customer ID. If you do not have a SCANLAB customer ID, please contact SCANLAB before returning any product to SCANLAB, as we will refuse acceptance of deliveries from customers without a SCANLAB customer ID.
• The product should be ready for repair, i.e. reasonably cleaned, cooling lines (air and water) emptied and plugged.
• If possible, use the original packing material to ensure that the product is optimally protected; returned electronic products must be placed in the appropriate antistatic packaging.
• To avoid repair delays, please enclose the fully completed return delivery form with the returned product. Return delivery forms are included with the product's documentation, or may be downloaded from our website. You may choose either the online version or an offline version that can be downloaded and completed manually.
• For returns from outside the European Union we kindly ask you to use FedEx exclusively as courier because they provide the best and quickest service to clear customs. Customs clearance with other couriers could be very expensive and time consuming, as some of them offer very limited import services.
• Please add the following information to the proforma invoice:
  
  • "Return to manufacturer"
  • "Country of origin: Germany"

  • "Customs and duties to be paid by recipient (SCANLAB)"

  • Product serial number
  • Product value (original purchase price)

  • A complete packaging list (please refer to the packaging list or the invoice you received form us)

Please make sure that you state the correct product value, do not declare a lower value. We are obliged to declare the original purchase price for both import and export so you might have difficulties importing the repaired goods in your country. On the documents accompanying the return shipment we will always declare the correct value together with the repair value. For warranty repairs this means the value of the replaced goods, for other repairs the total repair costs.

To avoid import problems in your country please contact your local customs authorities before you ship any goods to our company.

We will perform the requested repair upon your approval of the cost estimate. Repairs are generally completed within two weeks. In some cases where replacement parts may be difficult to obtain, repairs may take longer.

We guarantee the products to be free of defects in manufacturing or material. The warranty period commences upon delivery of the product. Repairs covered under the warranty will be performed at our site.

The scope of the warranty is limited to repair or replacement of our product.

• products damaged through misuse or improper operation
• damage due to improper laser power (e.g. focused beam on optical surfaces) or improper adjustment
• damage to optical components (mirrors, objective, etc.) caused by improper handling or cleaning
• altered products
• products that have the warranty seal broken

• consequential damages

We warrant our repairs for 12 months. Please note that our repair warranty applies only to the replaced modules.

We will carefully check each returned system. To ensure quick repair turnaround times, repairs will be performed promptly without first contacting you if the repair cost does not exceed EUR 850. Upon request, we are also happy to provide cost estimates even in those cases where the repair cost is below EUR 850. In such cases a service surcharge will apply.

Repair costs are individually calculated in accordance with the replacement parts and labour time required. Therefore, the repair costs cannot be estimated until the product has arrived at our site.

We will cover the return transport costs on products repaired under warranty. For all other transport costs the sender will be responsible. We will accept no costs for any freight collect shipments, the sender will receive an invoice for any occurring charges which may amount.

Otherwise, our General Terms & Conditions remain applicable.

download Return Delivery Form (online version: edit, print)
download Return Delivery Form (offline version: print, edit)