Support and Customer Service

We strive to provide quality products and services that consistently meet the needs and expectations of our customers and the regulatory requirements of our industry. Our objective is to be the quality leader in our markets as viewed by our customers.

Each member of our Service organization is committed to our Quality Policy by ensuring complete customer satisfaction. Our highly skilled technicians are current on all Instromedix® devices and process enhancements.

Each customer device is fully tested, reconditioned, and brought back to specification. Only Instromedix® qualified materials and components are used in all service work, and we strive to provide a quick service turn time. A Customer Service staff member can assist you with additional service options.

Our new expedited repair service assures next-day repair (after receipt); the additional service charge of $25 per device includes free overnight return shipping.

Return Policy

Customer satisfaction is important to us. We established the following return policy to assure fair resolution of any type of customer dissatisfaction. Our policy:

1. Obtain a Return Material Authorization (RMA) number by calling our Customer Service at 800-633-3361. To help us with your RMA please provide us with the following information:
   • Date of purchase
   • Computer assigned customer Sales Order number
   • Customer name
   • Reason for the RMA request
   • Serial number(s)
   • Reason for return
   • Present condition of the product and packing materials
   • email address and telephone number
2. To help expedite your return in a timely manner please write the RMA number clearly on the outside of the packaging. We may not accept any returns without a RMA number.
3. Customers shall ship the product at their expense to Instromedix or to an address provided with the RMA authorization. Ship all returns within 5 business days after the RMA is issued. All returns must be received within 10 business days after the RMA is issued.

Some products cannot be accepted for return due to sanitary and customer misuse reasons. All returns for credit must be unused and in "new" condition. All products that are not restockable will be returned to the customer at their expense or discarded. Instromedix reserves the right to assess a 25% restocking charge on certain situations when a returned material refund is requested.