Warranty and returns
What is covered, for how long, and what happens to a device after it comes back. Every return goes to failure analysis in Saint Paul, and you get the finding.
- Start a return
- Customer portal or support line
- Advance replacement
- Ships next business day
- Return shipping
- Prepaid label, always
- Failure analysis
- Report within 30 days
Standard warranty
From date of shipment. Service agreements can extend it.
| Product | Warranty | Notes |
|---|---|---|
| Axon Sense 2 and 3 | 2 years | Adhesive carriers are consumables and not covered |
| Corta monitor | Battery longevity | Replacement monitor if the battery ends early under normal use |
| Corta bedside reader | 2 years | Replaced, not repaired |
| Fieldmesh G3 and G4 | 5 years | Includes advance replacement |
| Fieldmesh E-series sensors | 2 years | Batteries and probe sleeves excluded |
| Nexa Edge | 3 years | Vehicle variant: 2 years |
| Lattice Bench LB-8 and LB-32 | 3 years | Calibration is a separate service |
| Accessories | 1 year | Or the warranty of the device they came with, if longer |
What is not covered
- Damage from use outside the conditions in the instructions for use, including immersion beyond the rated depth.
- Devices opened, modified or repaired by anyone other than Nexaform or an authorized service partner.
- Consumables: adhesive carriers, skin prep, probe sleeves, insertion kits and batteries.
- Cosmetic wear that does not affect function.
If you are not sure, start the return anyway. Failure analysis will tell us both, and we will not charge for a device we decide is covered.
How a return works
About ten minutes of your time, most of it finding the serial number.
Open a return
In the customer portal, or by phone. You will get a return number and a prepaid shipping label.
Advance replacement
For devices in clinical use, a replacement ships the next business day, before we receive the original.
Failure analysis
In Saint Paul, someone whose job is to find out why it came back opens it within five business days.
The finding
You receive a short failure analysis report within 30 days, including whether it relates to any other returns.
Devices with patient data
Returned devices are treated as holding health data
Data on a returned device is read only for failure analysis, then erased with a recorded, verified wipe. If a device may hold data you need, tell support before you ship it, and we will extract it first.
Seeing the same failure more than once?
Tell support. Two returns with the same symptom from one site is exactly the pattern failure analysis wants to hear about early.