Customer Support

General Warranty

• The product general warranty comes into effect from the date of successful installation (based on an entry in the installation report) and is defined by the warranty terms of sale.

  Standard warranty:

  • 1 or 2 years warranty for the system (depends on the product);
  • consumables are not covered by general warranty;
  • specific warranty for the consumables is described in the consumables list provided with product quotation;
  • Consumables replacement jobs are not covered by general warranty.
• If the product is not installed within 90 calendar days from the date of its shipment, the warranty period commences automatically.

  Exceptions:

  • the installation was not carried out during the planned period due to the busyness of Ekspla;
  • the installation is delayed due to product damage during transportation;
  • there are other pre-approved agreements.
• The warranty period for products that do not require installation commences from the date of shipment, unless the product has been returned to Ekspla due to product damage during transportation. In that case, the warranty period commences on the date of repeated shipment.
• If the laboratory does not meet the required conditions, the service manager must decide whether the system should be installed and what type of warranty will be provided in the specific case. If the installation is cancelled by decision of the service manager, the repeated installation is charged separately (a discount for cancelled work may be applied).
• Any defects caused by natural wear and tear are not covered by the terms of this warranty.

Warranties for performed work and replaced parts during the warranty period

• Works performed under warranty does not extend the product warranty.
• Part replaced under warranty does not extend neither product warranty nor that particular part warranty.
• A 90-days warranty applies to system upgrades and additionally installed options that were not provided in the original product configuration (unless otherwise agreed).
• These terms do not apply to consumables.

Warranties applied to post-warranty lasers

• Specific repairs jobs and new replacement parts are covered by a 90 days warranty.
• Warranties for repair work performed on lasers older than 10 years old or individual repairs for their individual modules shall be discussed on a case-by-case basis.
• For a laser or module repaired at Ekspla, a 90 days warranty applies to the specific performed work and new parts after successful installation at the customer’s location or from the date of shipment, given that the installation is not required / not ordered.

Violation of warranty terms for new products

The warranty for the new products may be cancelled:

• If degradation of the system parameters is related to the conditions of the laboratory:
  • the laboratory temperature and relative humidity do not fall within the limits set out in the laser specification,
  • the particle concentration exceeds the established limit;
  • there are perceptible or visible hydrocarbon sources,
  • laboratory equipment does not meet the requirements for product operation.
• If there is detected user-generated product damage influencing the performance of the product.
• If the damage is occurring due to the electrical wiring or improper grounding in the customer’s laboratory, affecting the performance of the product.
• If there is cooling system fouling with algae or corrosive damage conditioned by improper maintenance.
• If the replacement work of parts with expired warranty has been carried out by a non-authorized service engineer.
• If the product requiring installation is transported / carried to a location by a person other than an authorized service engineer without knowledge of the Ekspla service.