Return & Warranty Policy
Product Warranty
We warrant all Ackermann surgical instruments to be free of defects in material and workmanship for the lifetime of the product. If your product covered by this warranty fails due to a manufacturing defect we will refund, repair, or replace it, at our discretion.
Over decades we have experienced that repeated reprocessing has minimal effects on our instruments and end of life is usually determined by wear and tear and damage due to use.
Surgical units and other electric equipment are guaranteed to be free from defects for one year.
This warranty does not cover damage caused by accident, improper care and reprocessing, normal wear and tear, or the natural breakdown of materials over extended time and use.
Returned Goods policy
A. All returns are subject to the prior authorization of Ackermann, in its sole discretion. To initiate a product return current regulations require us having to ask you to always complete a Return of Merchandise Authorization which can be conveniently applied with our contact form and to notify the Ackermann Customer Service Team at sales@ackermannsurgical.com or +49 (0)7461 966 17 - 0. Besides your contact information the RMA form requires the catalog and invoice number, lots and quantities, along with a specific reason for the return. The team will respond shortly after and be happy to guide you through the process. An Ackermann representative will either authorize or deny the request for return after reviewing all the information provided.
Only items appearing on an approved RMA form are acceptable for return and Ackermann reserved the right to evaluate incoming product returns prior to issuing any credit to buyer.
Current regulations and the safety of our staff are of utmost importance to us so please acknowledge that unauthorized returns will not be processed and disposed off at senders expense.
B. Despite our dedication and attention to detail we are only human so, of course, Ackermann will pay freight cost and provide a return shipping label for product shipped in error. All other authorized returns must be shipped freight prepaid to our location at:
Ackermann Instrumente GmbH
- Returns Department -
Eisenbahnstrasse 65-67
78604 Rietheim-Weilheim
Germany
Returns for product shipped or ordered in error will not be accepted unless returned within 14 days of delivery.
C. Except for products shipped in error, all returns are subject to a 30% handling/restocking charge if unused and in its original packaging. Products returned without its original packaging or not in resalable condition will receive no credit.
D. The following products are not eligible for return:
1. Products initially shipped sterile intended for single-use.
Once having left our controlled storage conditions the sterility can no longer be guaranteed and, therefore, products will not be resold.
2. Products that had been custom-made or customized including individual markings
3. Products that have deteriorated because of improper handling, that have been used or reprocessed, modified or customized by the buyer
4. Products that have been discontinued
E. We pride ourselves on having an industry leading low return and complaint rate but in case you feel our products are not up to the level of quality you are accustomed to at Ackermann we want to hear from you immediately!
Please follow the process outlined under A. and apply for a return using our online form. Supporting the complaint with as much information as possible (e.g. adding pictures) will help us to evaluate and to trouble-shoot in the quickest way possible.
Prior to any return products must be cleaned and reprocessed. It is mandatory to include a signed proof of decontamination and the approved RMA form with every return shipment.
Upon receipt your returned products will be inspected by our QC-team followed by determining whether they will be repaired or replaced.
Returns made with respect to warranty claims shall be made in accordance with Ackermann’s Product Warranty.
F. Please feel free to send in products for repair or maintenance following the process outlined above. Note that we are only able to accept requests for repairs on products manufactured by Ackermann.
Prior to any return products must be cleaned and reprocessed. It is mandatory to include a signed proof of decontamination and the approved RMA form with every return shipment.
Once evaluated you will receive a formal quotation detailing feasibility, the work needed and cost associated for your approval. As this is a complex and time-consuming process we ask for your understanding that rejected quotes for repair will result in a 50€ service charge.