In case of an after-sale service claim, the Customer should fill out a Service Claim Form* with detailed information including but not limited to: (i) Model Name; (ii) Serial Number (S/N); (iii) Specific trouble condition. Edan should have no obligations to accept any service claims without the receipt of fulfilled Service Claim Form.

* A blank Service Claim Form is available at Download Page

Once a fully filled Service Claim Form is received, Edan will notice the Customer and offer a solution within three working days. The service claim will be followed up on the following two occasions:

Within Warranty:
There are two options given:
a) After receiving the Return Materials Authorization from Edan, the Customer sends to Edan the defective part(s) and informs the shipment tracking number, and then Edan will dispatch replacement part(s) to assigned address with confirmed shipping invoice(s).

b) The Customer signs a Declaration Form and sends the copy to Edan by either email or fax. This Declaration Form is legally certificated to guarantee that the Customer will return the defective part(s) to Edan on time. Edan will, at this stage, dispatch the replacing part(s) with confirmed shipping invoice(s).

Out of Warranty:
a) After receiving the Return Materials Authorization from Edan, The Customer sends defective part(s) to Edan. Edan will analyze the degree of trouble condition and offer a quotation to The Customer of either repairing defective part(s) or making replacement(s). Once the maintenance fee is invoiced and paid, Edan will dispatch parts to assigned address.

Before any shipment of materials from the Customer to Edan, the Customer must have a Return Materials Authorization (RMA) in hand, in which the RMA number, description of returning parts and shipping instruction are included. The RMA number should be indicated on the surface of the shipping container.

Packing Suggestions:
In case of returning goods for service purpose, please follow these recommended packing instructions:
1) Please disassemble the parts with anti-static facility, do not touch the parts with naked hand.
2) Remove all hoses, cables, sensors, transducers and power cords before packing, unless you suspect   they are associated with the problem.
3) Wherever possible use the original shipping carton and packing materials.
4) Include a packing list and the EDAN Return Material Authorization (RMA) number.
5) Put the RMA number on the parcel.
6) It is recommended that all returned goods are insured. Claims for loss or damage of the product   must be initiated by the sender.

Note: Edan should have no obligations to accept any unauthorized returned goods from either the Customer or end-user of the Customer. The Customer takes the responsibility of accounted fee on such occasions.

Within Warranty:
The Customer is responsible for freight & insurance charges of the shipment to Edan (Customs charge  included). Edan is responsible for the freight & insurance charges of the shipment to the Customer.

Out of Warranty:
The Customer is responsible for freight & insurance of the shipment both to and from Edan.

A compact version of Service Policy in PDF format is available at Download Page