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Warranty Procedure

Silvalea Ltd offers a 12 month manufacturers warranty on all products unless otherwise stated. Silvalea considers any product over 30 days old from receipt of item as a used product and therefore treats all reported problems, faults or damage as a warranty claim. Under warranty Silvalea will either replace or repair any faulty item within 30 days of receipt of faulty products. To report a suspected or damaged item you will need to follow the warranty procedure laid out below.

Due to the nature of Silvalea products and their use in healthcare all returns which have been in use are governed by MHRA & Medical Devices Regulations 2002 and therefore WARRANTY procedure has to be strictly adhered to. Under the regulations it is illegal to send contaminated medical devices through the post and the duty of care falls on the person(s) and/or organisation returning the device.

NEVER RETURN A PRODUCT WITHOUT A VALID WARRANTY RETURNS NUMBER OR YOUR PACKAGE COULD BE INCINERATED ON RECEIPT.

1. Contact the customer service team to report your problem by either emailing warrantyclaim@silvalea.com or calling +44 (0)1626 331 655. Silvalea always endeavours to answer your enquiry within 24hrs.

2. If a valid warranty claim has been established we will send you a Declaration of Contamination Status form for you to complete and return to us BEFORE returning your faulty or damaged product.

3. Once this form has been received by customer services and they are satisfied that an appropriate decontamination has been carried out, complying with MHRA and Government Legislation you will be issued with a WARRANTY CLAIM RETURN NUMBER which must be clearly printed onto the package. NEVER RETURN A PRODUCT WITHOUT A VALID WARRANTY RETURNS NUMBER OR YOUR PACKAGE COULD BE INCINERATED ON RECEIPT.

If you would like further information on MHRA & Medical Devices Regulations 2002 please click the link below:

https://www.gov.uk/government/publications/report-a-non-compliant-medical-device-enforcement-process/how-mhra-ensures-the-safety-and-quality-of-medical-devices