Warranty, Shipping & Returns

Certified pre-owned imaging equipment purchased from Encompass is covered by the parts and labor warranty specified in the applicable sales agreement.

Warranty terms may vary based on the equipment model, system condition, configuration, included components, service location, and the coverage selected at the time of purchase.

Replacement Parts

Unless otherwise specified in writing, replacement parts provided under an approved warranty claim are covered for the remainder of the original warranty term. Replacement of a part does not restart or extend the original warranty period unless expressly stated in writing.

Extended Coverage

Extended warranty or protection-plan options may be available for qualifying equipment. Availability, pricing, coverage limits, and exclusions depend on the equipment and selected plan.

Warranty Exclusions

Unless expressly included in a written agreement, warranty coverage does not apply to:

• Accidental damage, misuse, abuse, neglect, or improper operation
• Unauthorized repairs, alterations, relocation, or modifications
• Damage caused by improper electrical service, networking, environmental conditions, construction, or site preparation
• Damage caused by fire, water, power surge, natural disaster, or another external event
• Cosmetic wear that does not affect normal equipment operation
• Consumable items or accessories not expressly included in the written warranty
• Software, licensing, operating-system, cybersecurity, or third-party compatibility issues not caused by covered equipment failure

We want customers to be satisfied with the equipment and services purchased from Encompass. If you experience an equipment issue during the applicable warranty period, contact our team promptly so the matter can be evaluated and appropriate warranty support can be provided.

Imaging systems are sourced, prepared, configured, scheduled, shipped, and installed for a specific customer and location. For that reason, an equipment order generally cannot be returned or refunded after it has been ordered, prepared, shipped, delivered, or installed.

Equipment That Cannot Be Repaired

If covered equipment cannot be repaired during the applicable warranty period, Encompass may, where provided under the applicable agreement, replace the equipment with a reasonably comparable system of similar value, condition, and capability.

Any replacement remedy is subject to the applicable warranty terms, equipment availability, inspection, confirmation of coverage, and the written agreement governing the transaction.

Order Changes and Cancellations

Requests to modify or cancel an order must be submitted in writing as soon as possible. Approval is not guaranteed and may depend on whether equipment has already been sourced, reserved, prepared, configured, shipped, or scheduled for installation.

Deposits, restocking charges, cancellation charges, freight expenses, labor expenses, third-party charges, or other nonrecoverable costs may apply as stated in the applicable written agreement.

Encompass ships equipment and parts only to destinations within the United States unless a different arrangement is expressly approved in writing.

Shipping time varies based on equipment availability, customer location, carrier scheduling, site readiness, installation scheduling, parts availability, and other logistical considerations.

Shipping Charges

Shipping, freight, handling, packaging, insurance, rigging, delivery, and related charges are calculated based on the equipment type, destination, delivery requirements, and the applicable transaction.

Shipping charges will be stated in the quotation, sales order, online order, or other applicable transaction document.

Warranty Replacement Parts

Standard shipping charges for replacement parts approved under a covered warranty claim are generally included unless expedited shipping, special handling, international shipping, or another nonstandard service is requested.

Expedited or special-delivery charges may remain the customer's responsibility unless otherwise agreed in writing.

Delivery and Installation Scheduling

Equipment delivery does not necessarily occur on the same date as installation. Delivery and installation schedules may be coordinated separately based on the equipment, location, technician availability, permitting, construction, electrical readiness, network readiness, and other site requirements.

Customers should inspect all equipment, packaging, crates, boxes, and pallets at the time of delivery whenever reasonably possible.

Visible damage, missing items, crushed packaging, punctures, water exposure, or other irregularities should be documented immediately.

If Damage Is Visible

• Photograph the equipment and all affected packaging before anything is moved or discarded
• Note the damage clearly on the carrier's delivery receipt
• Retain all packaging, crates, pallets, labels, and shipping documents
• Notify Encompass as soon as possible
• Do not install, operate, alter, or repair visibly damaged equipment unless instructed to do so

Failure to document visible freight damage at delivery may limit the ability to pursue a carrier claim.

Concealed Damage

If damage is discovered after unpacking, stop installation or use, preserve the packaging, photograph the condition, and notify Encompass promptly. Carrier notification deadlines may be limited, so concealed damage should be reported without delay.

If you believe your equipment has a covered warranty issue, contact Encompass before arranging repair, replacement, relocation, or third-party service.

To help us evaluate the issue efficiently, please be prepared to provide:

• Practice or business name
• Equipment manufacturer and model
• Serial number
• Description of the issue
• Error messages, photographs, screenshots, or videos when available
• Recent changes involving software, networking, power, construction, relocation, or third-party service

Warranty service is subject to verification of coverage and the terms of the applicable written agreement. Customers should not authorize third-party repairs or replacement parts without prior written approval when reimbursement or warranty coverage is expected.