Terms of Sale and Return Policy
Terms of Sale
Otto Bock HealthCare LP (Otto Bock) offers a 1% prompt pay discount if the customer pays an invoice within 15 days; all invoices are due and payable within 30 days (net 30) of the invoice date. Payment must be in U.S. dollars. We accept the following charge cards for immediate payment: Visa®, MasterCard®, and American Express® as well as check-by-Phone/Fax.
New Accounts
Shipments are sent C.O.D. until a credit line has been established. Please contact the Credit Department at 800.328.4058 for more information.
Shipping
All Otto Bock HealthCare products are shipped F.O.B. from Otto Bock HealthCare, meaning that once a shipment leaves Otto Bock’s dock, it is the customer’s responsibility. The customer may select a specific shipment method. If no method is specified by the customer, Otto Bock will make the selection. Customers specifying their own shipping method will be charged the shipper’s quoted cost for that method.
Open Order Policy
For large orders for which we do not have sufficient material to ship complete, it is our policy to ship partial quantities and back order the balance for shipment at a later date. If you require a single shipment, please indicate “ship complete” on your purchase order.
Damaged Goods
Once a shipment from Otto Bock is accepted by the shipping company the risk of loss shifts to the customer and the customer is then responsible for filing any necessary claims. If the customer receives damaged goods, he/she should immediately contact the local representative of the shipping company to submit a claim of damaged goods.
Otto Bock Return Policy
All items being returned to Otto Bock require a Return Authorization Number (R.A. #), which is obtained by calling Customer Service at 800.328.4058. No returns, including custom fabrication jobs, will be accepted after 60 days. No returns will be accepted without an R.A. #.
You will need to provide the following information when requesting an R.A. #:
- Company name
- Account number
- Invoice number
- Reason for the return
- A part number, description, and quantity for the item(s) being returned
All items being returned to Otto Bock should be shipped to:
Otto Bock HealthCare
14630 28th Avenue North
Minneapolis, MN 55447
800.328.4058
When an R.A. # is issued between 0 and 30 days of purchase, no fees will be assessed for items returned in new, resalable, and complete condition. When the R.A. # is issued between 30 and 60 days of purchase, the customer will be assessed a restocking fee of $50 or 25%, whichever is greater, for those items returned in new, resalable, and complete condition. Please note the issuing of an R.A. # does not guarantee a credit and that all returned items will go through an evaluation process to determine if they are in resalable condition. Products determined to be damaged, soiled, missing pieces (including packaging or literature) will be either issued partial credit or returned to the customer depending on the degree of effort required to return product to resalable condition.
Account credits of any kind (return goods, overpayments, duplicate payments) are valid and remain on the account for only 90 days from the date of issuance; Customers must use an account credit within 90 days of the date it was posted to the account or the credit will be removed from the account. R.A. #’s are only valid for 30 days from the date of issue.
Special Order Products
Otto Bock will not provide cash refund or account credit for any special order items. Special order items are products that are not stocked in our North American operation's Distribution Center.
60-Day Satisfaction Guarantee on Custom Products
Otto Bock offers a 60-Day Satisfaction Guarantee for the following custom-made products:
- Custom-made carbon fiber feet
- OBSS custom cushions
- Devices custom fabricated by Otto Bock Fabrication Services
Otto Bock guarantees that the above-mentioned products sold to the original purchaser will be fabricated as requested by the customer. If for any reason, within the first 60 days of delivery, the customer is not completely satisfied with the product, it may be returned for alteration, re-fabrication, replacement or credit at Otto Bock’s sole discretion. This guarantee does not cover customer ordering errors.
Warranty Returns
For warranty return information, please review the instructions for use accompanying the product or call Customer Service at 800.328.4058 for more information. Warranty returns are handled on a case-by-case basis at the discretion of Otto Bock.
Otto Bock reserves the right to alter product design, specifications, materials and prices without prior notice.
LIMITED WARRANTY
Otto Bock HealthCare LP (Otto Bock) warrants all of its products and services, to the original purchaser, to be free from defects in materials and workmanship. This warranty applies, subject to normal wear and tear, when the products are used as intended, without unapproved modifications, following all Otto Bock instructions and requirements; and when, if required, they are fitted by or under the direct supervision of certified/licensed practitioners who meet all Otto Bock product-specific training requirements for a given product.
The duration of our Limited Warranties varies by product and service, but all are effective from the date of delivery to the patient. When indicated, the duration of the Limited Warranty for some components may be extended when incorporated into a finished device in which all of the components are manufactured by Otto Bock and installed in conformance with all Otto Bock recommendations. Otto Bock’s sole obligation under this Limited Warranty shall be to repair, replace, or refabricate at no charge, or to refund or credit the cost of the system or component thereof to the original purchaser, at Otto Bock’s sole discretion.
This limited warranty does not cover labor, freight charges, or damage due to accidents, neglect, misuse or operation beyond capacity, parts damaged by improper installation, substitution of parts not approved by Otto Bock, any alteration or repair by others that, in Otto Bock’s judgment, materially or adversely affects the product or part.
THE EXPRESS WARRANTIES SET FORTH HEREINABOVE ARE IN LIEU OF ALL OTHER WARRANTIES EXPRESS OR IMPLIED, INCLUDING WITHOUT LIMITATION, ANY WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE, AND ALL SUCH OTHER WARRANTIES ARE HEREBY DISCLAIMED AND EXCLUDED BY OTTO BOCK. IN NO EVENT SHALL OTTO BOCK'S LIABILITY OF ANY KIND INCLUDE ANY SPECIAL, INCIDENTAL OR CONSEQUENTIAL DAMAGES, EVEN IF OTTO BOCK SHALL HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH POTENTIAL LOSS OR DAMAGE.
Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation may not apply to you. Other terms and conditions of the limited warranty for specific Otto Bock products are found in the individual product’s “Instructions for Use”. Please refer to the Otto Bock website for additional warranty information and durations or contact your local Otto Bock sales office.
