Limited Product Warranty

Limited Warranty

This Limited Product Warranty applies only to Veon Scientific standard commercial products where this warranty is expressly incorporated into the applicable quotation, order or supply terms. Veon Scientific warrants that such instruments shall be free from defects in materials and workmanship under normal use and service for twelve (12) months from the date of installation.

If a defect covered by this warranty is confirmed during the warranty period, Veon Scientific will, at its sole discretion, repair the instrument, supply replacement parts, or replace the instrument where repair is deemed impractical.

This warranty applies only to the original purchaser and is non-transferable unless otherwise agreed in writing.

OEM, Custom and Project-Specific Systems

This Limited Product Warranty applies only to Veon Scientific standard commercial products where this warranty is expressly incorporated into the applicable quotation, order or supply terms, unless otherwise agreed in writing.

OEM products, custom-engineered systems, development systems, early-access systems and other project-specific solutions are excluded from this Limited Product Warranty. Warranty, support, maintenance, software, update and lifecycle obligations for such systems shall be governed solely by the applicable quotation, statement of work, supply agreement or other written commercial agreement between Veon Scientific and the customer.

The fact that an OEM or custom system incorporates hardware, software, firmware or other technology used in a Veon Scientific standard product does not confer entitlement to the warranty, support services, software updates, firmware updates, protocol or workflow support, product features or lifecycle provisions applicable to that standard product.

Warranty Coverage

This warranty includes:

  • Repair or replacement of defective components resulting from defects in materials or workmanship.
  • Back-to-base repair at a Veon Scientific service facility, where required.
  • Technical assessment to determine whether a warranty claim is valid.

Warranty Exclusions

This warranty does not include:

  • Labour, travel, accommodation or on-site service costs.
  • Transportation of the instrument to and from a Veon Scientific service facility unless otherwise agreed in writing.
  • Preventative maintenance, calibration, operational or performance verification services.
  • Software or firmware updates, upgrades, feature enhancements, protocol development, protocol modification, application support, regression testing, validation support or compatibility with future software releases.
  • The warranty does not include migration to a later software or firmware release unless Veon Scientific determines that such migration is required as the appropriate remedy for a covered warranty defect.
  • Consumable items or components subject to normal wear and tear, including but not limited to pipette tips, seals, O-rings, filters, tubing, syringes and other service consumables.
  • Cosmetic damage that does not affect the operation or performance of the instrument.
  • Damage resulting from misuse, abuse, accident, negligence, improper installation, incorrect operation, inadequate maintenance, transportation after installation, or use outside the published product specification.
  • Damage resulting from unauthorised repairs, modifications or alterations.
  • Damage, malfunction or loss resulting from customer-created or modified scripts, protocols, workflows, configurations or other software changes that have not been supplied or approved by Veon Scientific.
  • Damage caused by third-party accessories, software or equipment not supplied or approved by Veon Scientific.
  • Any indirect, incidental or consequential loss, including loss of productivity, loss of samples or loss of revenue.

Making a Warranty Claim

Warranty claims must be reported to Veon Scientific as soon as reasonably practicable after the defect is identified.

Veon Scientific may request supporting information, including the instrument serial number, installation date, photographs, diagnostic information or returned components, to determine whether the claim falls within the scope of this warranty.

Where a back-to-base repair is required, the customer shall return the instrument to a Veon Scientific nominated service facility. The instrument should be securely packaged, preferably using the original packaging or equivalent protective packaging. Damage incurred during transit due to inadequate packaging is not covered by this warranty.

If inspection determines that the reported fault is not covered by this warranty, Veon Scientific will provide a quotation for repair before any chargeable work is undertaken.

Start a claim

Contact us with your instrument serial number, installation date and a description of the fault.

Contact Veon Scientific

Service & Support

For customers requiring enhanced support, Veon Scientific offers a range of Agreements that provide predictable operating costs and additional peace of mind. Depending on the selected package, these may, where expressly included, provide preventative maintenance, labour, travel, call-out cover, replacement parts, software and firmware updates, calibration, and priority technical support.

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