Terms & Conditions back

Payment Terms

Net 30 days for established accounts. For new or unestablished accounts, payment is required via pre-payment (COD)., Visa, or Mastercard. Past due balances are subject to interest charges.

Shipping

All shipments are F.O.B., Factory, Diatec Kitchener, and are sent via I.C.S. Courier’s next-day service or ground service unless otherwise specified.

Ordering

Orders can be placed online diatec-diagnostics.com. For customer service inquiries, please call 1-866-326-8830 or email clinicsupport@diateccanada.com.

Returns Policy

Items that are specialty ordered may be subject to a restocking fee imposed by the supplier. A ROA Form must accompany all returned products. ROA forms can be obtained through Customer Service. Returns are accepted under the following conditions:

· Incorrectly ordered product

· Incorrectly delivered product

· Within the 60-day money-back trial period

· Repairs

Repairs

ALDS and accessories must have been originally purchased from Diatec to qualify for repair. However, equipment can be serviced regardless of the original point of purchase. Upon receiving your repair request, the items will be thoroughly inspected, and a detailed quote will be provided via email to the address listed on the repair form.

Please note that rush service is not available, and repairs are processed in the order they are received. To ensure efficient processing, a completed repair form, a description of the issue, and a copy of the invoice must accompany the product. In certain cases, a copy of the end-user’s invoice from the Healthcare Professional may also be required for warranty confirmation.

Upon evaluation, repairs will be processed as follows:

· Warranty Repair: The item will be serviced and returned at no charge.

· Non-Warranty Repair: An estimate will be provided before any servicing. An evaluation fee may apply if the estimate is declined.

· Within 60-Day Trial Period: The product will be replaced with a new unit if returned complete with all packaging, manuals, cables, and in its original condition. Otherwise, it will be sent for servicing.

Returns for Credit

· Original freight charges are non-refundable.

· Products older than 90 days are non-refundable and non-exchangeable.

· All returned products must be in their original packaging. The manufacturer's packaging must not be used as a shipping container; a separate shipping box is required.

· If the return is due to an ordering error, client rejection, or unmet expectations, the customer is responsible for return freight costs. Courier fees will be deducted from any credits issued for products returned at Diatec’s expense.

· Products will be evaluated upon return. If they are significantly damaged or missing major components, they may be deemed non-refundable and will be returned to the customer.

· A restocking fee may apply if the product and/or packaging is not returned in the same condition as it was sent from Diatec.

Restocking Fees

· 15% fee applies if the manufacturer’s packaging is missing, damaged, written on, or used as the shipping container.

· 15% fee applies if the product is returned after the 60-day trial period but before 90 days.

· 10% fee applies if the product is returned within the 60-day trial period but is not in resalable condition.

· Additional fees may apply to replace missing components. To receive full credit, the product must be returned in complete and new condition, excluding freight charges.

Courier Fees

· All shipments from Diatec incur a freight charge.

· Freight costs and courier selection depend on weight, shipping dimensions, and destination.

· Diatec primarily uses I.C.S. next-day and ground services unless otherwise instructed.

· Only couriers with tracking capabilities are used; regular mail is not an option for accessory products.

· All courier fees are the customer's responsibility unless the return is due to a shipment error by Diatec or a warranty issue.

Assistive Devices Warranty

· If purchasing devices for stock or customers, notify Diatec of the customer’s acquisition date to ensure warranty records are updated accordingly.

· If no notification is provided, the warranty period will begin from the date the product leaves Diatec.

· Products over one year old cannot be registered, and the warranty will begin from the date on Diatec’s invoice.

Order Processing

· In-stock items are typically shipped within 2 to 3 business days.

· Orders can be held for complete shipment upon request.

For further assistance, please contact our customer service team.