Returns & Complaints
Return instruction
According to Decon's quality policy, our products must be delivered in the right quality. In the event of an external deviation, the handling shall proceed as smoothly as possible with fast and effective follow-up towards the customer. All complaints are equally important to us and always have the highest priority. In order to make a correct and quick assessment, we need as much information as possible incl. your contact information in case we need additional information for subsequent feedback
Notification of Return / Complaint
You can find our Return/Complaint form on the website, fill it out and send it to:
E-mail: info@decon.se Please enter "Complaint" in the title. In the event of a serious incident, page two should be filled out and the completed form sent to vigilance@decon.se
- The form will be registered with Decon and assigned a complaint number.
- If more information is needed, Decon will contact the specified contact person.
- When returning a product: Attach a copy of the Return/Complaint Form to the shipment.
- Mark the shipment with "Complaint".
- In case of a main product failure, send the complete unit (all wheels, battery, cables, charger, etc.).
- Feedback from Decon occurs via order acknowledgement.
Return address:
Decon Wheel AB
South Ekeryd 119
314 91 Hyltebruk
Return / Complaints
Do not return any products before the Return/Complaint Form has been sent to E-mail: info@decon.se. When returning a product, attach a copy of the Return/Complaint Form and mark the shipment with "Complaint".
Before the product can be returned to Decon, please check that all
- surfaces that have come into contact with the user are disinfected according to instructions in the instructions for use,
- Products that are returned should, if possible, be repackaged in the packaging in which they were delivered,
- Products/items ordered or received in error must be returned in the original packaging,
- products must be returned within 30 days or according to agreement,
- New goods must be returned in unused condition.
Transport damage
If you receive a damaged delivery from Decon, do not accept it. Please document it with a photo. Reports of products damaged during shipping will only be accepted if we have been notified within 24 hours of delivery and when the carrier's delivery note has been marked as "damaged".
Guarantee
If you would like to make a warranty claim, please notify us via our Returns/Complaints form.
Decon's products are delivered with a warranty according to the applicable agreement and cover malfunctions, material defects and manufacturing defects that arise during normal use during the applicable warranty period.
Warranty does not cover:
- defects that occur/may occur through normal wear and tear.
- Wear parts such as (but not limited to) batteries, tires/tubes, brake pads, etc.
- faults caused by inadequate maintenance.
- damages caused intentionally or through negligence.
- errors arising from failure to follow the operating instructions
- defects arising from unauthorized modification/reconstruction of the product.
In the event of a warranty claim, we need to receive the defective product back. Attach a copy of the Return/Complaint Form, delivery note, etc. for identification of the claimed product. Pack the product well to protect against transport damage, shocks, etc.
Mark the shipment with "Complaint".
Warranty repairs can, after approval from Decon, be carried out by personnel/technicians trained by Decon. Decon has the final say in warranty matters.
For any serious incident
A serious incident is an incident that directly or indirectly led to, may have led to or may lead to any of the following:
a) the death of a patient, user or other person,
b) a temporary or permanent serious deterioration in the health of a patient, user or other person,
(c) a serious threat to public health.
If a serious incident has occurred or could have occurred, page 2 of the Return/Complaint Form must be completed and promptly and the entire form must be sent to vigilance@decon.se
