Eyer Portable Retinograph and Eyer2 Portable Retinograph

Factory Warranty

Regarding the Eyer Portable Retinograph and Eyer2 Portable Retinograph, Phelcom Technologies S.A. (“Phelcom”) provides a warranty against issues resulting from component failures or product assembly processes, specifically concerning any manufacturing, material, or system defects. These are covered under this warranty policy during its effective period under normal conditions of use and maintenance, provided that the conditions set forth herein are met.
The customer must present an invoice proving the purchase directly from Phelcom or one of its authorized representatives. In the event that an invoice cannot be provided, Phelcom may perform repairs purely at its own discretion and shall not be bound by statutory or contractual warranty obligations.
In case of non-compliance with any item of this policy, leading to warranty forfeiture, assistance may still be offered at Phelcom’s discretion, and costs may apply to the customer.
Accessories accompanying the product carry the same warranty period.

Exclusions

This warranty policy does not cover damage caused by accidents, improper use, disassembly, inadequate storage and/or transport, alterations or modifications, installation of unauthorized software or applications, and/or service not authorized by Phelcom or its authorized representatives. Upon verification of any of the aforementioned cases, the warranty will immediately lose its validity and effect.  

The warranty does not cover the installation of the equipment or accessories, nor does it cover damage resulting from improper installations or modifications performed by third parties not authorized by Phelcom. Upon verification of any of the aforementioned cases, the warranty will immediately lose its validity and effect.  

Phelcom shall not be responsible for any accessory not supplied by Phelcom or attached to/used with its devices. Such accessories are also excluded from the warranty.  

Furthermore, the warranty does not cover: (a) Defects or damage resulting from testing, installation, alteration, or modification of the product, as well as repairs made by unauthorized third parties;  (b) Products with removed, altered, or illegible serial numbers that are inconsistent with the original unit purchased;  (c) Defects or damage caused by excessive exposure to heat, steam, humidity, or natural elements (e.g., floods, rain, sea breeze/salt spray, electrical discharges, among others);  (d) Non-compliance with instructions provided in the user manual;  (e) Parts subject to natural wear and tear from normal use;  (f) Product cleaning services and/or expenses;  (g) Loss of passwords or device lockouts;  (h) Issues caused by malware, malicious code, third-party software, or applications;  (i) Backup failures.

Warranty Period

The warranty offered by Phelcom has a total duration of one (1) year, comprising ninety (90) days of statutory warranty plus nine (9) months of additional contractual warranty. This period begins on the date of the purchase invoice issued by Phelcom or one of its distributors. The warranty policy shall only take effect upon presentation of the original purchase invoice indicating the device’s serial number.  

Extended Warranty

If an additional warranty period is purchased, the Warranty Period will be extended by the purchased timeframe, starting on the day following the expiration of the original warranty. All other terms established herein remain valid for the extended warranty period, except for applicable noted exceptions. Terms of the original warranty must be fulfilled for the extended period to take effect.

Warranty for Purchases from Unauthorized Third Parties

Phelcom Technologies reserves the right to withhold factory warranty coverage if the purchase was made from an unauthorized individual or company. 

Shipping Equipment for Repair

Pre-Shipping

Prior to shipment, the customer must contact Phelcom or the authorized representative from whom the equipment was purchased to obtain a protocol number. Contact must be made via email at support@phelcom.com or phone +1 857 2656200, and the customer must provide a copy or scan of the purchase invoice issued by Phelcom or an authorized representative.  

The protocol number is valid only for the product identified by its serial number and the specific issue reported. The complete equipment must be sent for service, regardless of which specific part was damaged. If any additional peripheral needs to be shipped, all items to be received for repair must be listed prior to shipping so they can be processed under the same protocol number. Items sent without a protocol number may be rejected and returned at the customer’s expense.  

The protocol number must be legibly affixed to or written on the outside of the shipping box so that it is visible upon delivery receipt. If the tracking/protocol number cannot be identified, the shipment may be refused by Phelcom and returned to the customer at their expense.  

Shipping

Upon issuance of the protocol number, the customer will be provided with the designated shipping address. The customer must prepare items for shipment, and transport must be handled by a carrier providing tracking services and shipping insurance. Phelcom is not liable for loss or damage during handling or transit by third parties.  

For items covered under warranty, shipping costs are the responsibility of Phelcom Technologies. For cases not covered by warranty terms, shipping will be charged to the customer.  

All items must undergo a disinfection and/or sterilization process and be accompanied by the receipt protocol to be accepted by Phelcom.

Equipment and peripherals must be shipped in the original carrying case or alternative protective packaging offering equivalent protection to prevent damage during transit. Failure to meet this requirement will be considered a breach of warranty terms, rendering the warranty null and void.

Please note that during the repair process, data and settings may be erased. Phelcom is not responsible for data stored on the equipment that may be lost during servicing. Prior to shipping, it is the customer’s sole responsibility to sync equipment data with the EyerCloud system and/or back up all stored data. In cases where backup or synchronization is impossible due to technical issues, Phelcom will attempt data recovery if technically feasible, without guaranteeing success.

Repair Service

Warranty-covered assistance may consist of configuration, replacement, adjustment of parts, and labor. Replacement parts may be remanufactured or contain remanufactured materials. The estimated time frame for repair completion will be communicated to the customer within ten (10) calendar days after receiving the equipment.
The repair turnaround time will be provided by the support team and may take up to fifteen (15) calendar days. However, this is subject to change due to the unavailability of proprietary or third-party supplies at the time of repair and/or force majeure events. Should the estimated repair time exceed the initial timeframe, the support team will contact the customer to notify them. All replaced parts shall become the property of Phelcom.

Remote Support

Phelcom provides remote support services Monday through Friday (excluding holidays), from 8:00 AM to 5:00 PM (UTC-3). Support can be accessed via email at support@phelcom.com or phone at +1 857 2656200.

To utilize remote support services, the customer must have a reliable internet connection with adequate quality and speed.  

Out-of-Warranty Repairs

Phelcom Technologies also offers technical assistance for items that are out of warranty or have breached warranty terms. In such cases, fees will apply for replacement parts, service hours, and shipping, subject to prior quote approval by the customer.

Upon receiving the item for repair, Phelcom will have ten (10) calendar days to send a quote to the customer. The customer will then have ten (10) calendar days to approve or reject the quote and specify the return shipment method. If unspecified, priority ground transportation via a Phelcom-designated carrier will be assumed.

For quotes rejected or left unanswered by the customer within ten (10) calendar days, a minimum evaluation fee corresponding to one hour of work will be charged, and the item will be returned to the customer.

Shipping expenses are the customer’s responsibility, and Phelcom assumes no liability for loss or damage during transit; hiring a reputable carrier and freight insurance is recommended. Return shipping costs will be calculated and provided at shipment time and added to the customer’s invoice. 

The warranty period for repairs performed out of original warranty is ninety (90) days from the date the equipment is returned to the customer, limited strictly to the replaced parts and/or labor provided. New issues or repairs unrelated to the service performed will be treated as a new incident. 

Out-of-Warranty Remote Support

For out-of-warranty items, remote support is free for sessions up to fifteen (15) minutes, provided via text messages, phone calls, email, and/or remote access systems. For support sessions exceeding fifteen (15) minutes, fees may apply, which will be communicated to the customer in advance.

Limitation of Liability

Authorized distributors and representatives of Phelcom are not authorized to grant any additional warranties beyond what is stated in this policy. For both factory and extended warranties, only the terms set forth in this document shall apply.

Phelcom and its authorized representatives shall not be held liable for loss of profits, indirect damages, or any other circumstances, whether due to negligence, breach of warranty, tort, contract, or any other legal theory.

Cloud Storage Service

For cloud service terms and conditions, please consult the service agreement terms.