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XC Medico Hassle Free After Sales

We stand behind every implant and instrument we manufacture. With industry leading warranties, a 30 day return policy, and a dedicated rapid response team, we ensure your surgical operations run without interruption.

30 Day Returns

We offer a 30 day unconditional return and exchange policy from the date of receipt, provided the items meet our resalable conditions:

Unused and not implanted.
Original packaging is intact and completely sealed.
Specifications match the original order.

Extended Warranty

Manufactured under strict QMS, our products outlast the industry standard. If a quality defect occurs within the warranty period, we provide free repairs or replacements:

Class I (Instruments/Consumables) 18 Months (Industry standard is 12) Free Repair or Replacement.
Class II (Power Drills/Saws) 24 Months Free Repair or Replacement.
Class III (Implants) 36 Months Free Replacement.

Clinical Safety

We take ultimate responsibility for our engineering. In the rare event of a medical incident proven to be directly caused by an XC Medico product defect when used strictly according to surgical indications and standard protocols we will:

Fully cover the associated costs of secondary corrective surgeries.
Trigger an immediate internal traceability and CAPA (Corrective and Preventive Action) protocol.

New First Order Policy

XC First Order Protection

Your first cooperation is protected from product quality and shipment accuracy to technical support and dedicated after-sales service.

First Quality Issue Free Replacement After Confirmation

Submit product and defect photos. Once confirmed, XC Medico will replace the same model free of charge.

3 Years Implant Warranty Free replacement for confirmed quality failures under normal use.

QC Package Batch Traceability Inspection reports for every order and QC videos for power systems.

Free Reshipment Order Accuracy Wrong size, quantity or packaging is replaced without waiting for the next order.

24H / 72H Service Commitment Response within 24 hours and a proposed solution within 72 hours.

View Full XC First Order Protection Policy Quality, delivery, warranty, technical support and service terms. View Policy Details

Product Quality Protection

For the first confirmed quality issue affecting normal surgical use, provide product and defect photos for a free replacement of the same model.
Repeated reports of the same issue require photos or video of the incident process for technical evaluation.
Confirmed design, size, function or compatibility issues are replaced free of charge when no official upgrade notice was provided.
Every order includes a Factory Inspection Report. Power systems also include a functional QC video.

Warranty Coverage

Implants: 3-year quality warranty from delivery.
Surgical instruments: 1-year quality warranty.
Wear parts: Free replacement for confirmed quality issues within the first 15 surgical procedures.
Human-caused damage, improper operation, violent use and other abnormal-use conditions are excluded.

Order and Transportation Protection

Incorrect size, quantity or packaging is reshipped free of charge without waiting for the next order.
If outer packaging is abnormal, retain photos, contact the XC representative and inspect the shipment under XC guidance.
Products confirmed as damaged during transportation are replaced free of charge.
If an unannounced XC upgrade makes existing products or instruments incompatible, selected upgrade products may be provided free of charge.

Technical and Training Support

Product instructions, operation videos and online technical guidance.
Workshops, surgical observation, KOL communication and academic training may be arranged for applications submitted six months in advance.
Operating, care and maintenance guidance for power systems, wear parts and surgical instruments.
Dedicated follow-up continues until the reported issue is closed.

Delivery Commitment

Delay Caused by XC Medico	Compensation
Within 3 days	Purchase voucher equal to 1% of the order value
Within 7 days	Purchase voucher equal to 1.5% of the order value
More than 15 days	XC Medico bears the international transportation cost, subject to mutual agreement

This commitment does not apply to late payment, customer-requested order changes, added products or configurations, or force majeure events such as war, epidemics, natural disasters and port closures.

Official Complaint and After-Sales Channel Response within 24 hours, solution within 72 hours and dedicated follow-up.

Service@xcmedico.com

Exclusions

Replacements or repairs are not covered under the following conditions:

Damages caused by improper storage, maintenance, or non compliant sterilization.
Damages resulting from improper surgical technique or surgical failures unrelated to product quality.
Products that cannot be reused due to normal clinical wear, not manufacturing defects.

Rapid Response

24 Hours

Initial response and interim solution provided after receiving your official quality notification.

7 Working Days

Complete root cause analysis, final plan formulation, and issue resolution execution.

Report an Issue

To ensure your claim is processed transparently and effectively, all after sales requests are handled by our dedicated Quality Assurance team.

Direct Complaint Email

service@xcmedico.com

When emailing, please include:

Order Number

Lot/Batch Number (UDI)

Detailed description of the issue

Clear photos/videos

Connect with XC Medico Experts

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