Cardiac Direct


After Sales Service

Service Procedure

In case of service claim, please call or email with detailed information including but not limited to: (i) model name; (ii) serial number (S/N); (iii) specific information about issue.

Edan will notice the Customer and offer a solution within two working days.

Within Warranty:

There are two options given:

a) After receiving the Return Materials Authorization from Edan, the Customer sends Edan the defective part(s) and emails the shipment tracking number. Edan will evaluate the unit, and dispatch repaired or replacement part(s) to assigned address with confirmed tracking numbers.

b) The Customer signs a Declaration Form and sends the copy to Edan by either email or fax. This Declaration Form is legally certificated to guarantee that the Customer will return the defective part(s) to Edan on time. Edan will, at this stage, dispatch the replacing part(s) with confirmed shipping invoice(s).

Out of Warranty:

a) After receiving the Return Materials Authorization from Edan, The Customer sends defective part(s) to Edan. Edan will analyze the degree of trouble condition and offer a quotation to The Customer of either repairing defective part(s) or offering replacement(s). Once the maintenance fee is invoiced and paid, Edan will dispatch parts to assigned address.

Return Policy

Before any shipment of materials comes from the Customer to Edan, the Customer must have a Return Materials Authorization (RMA) in hand, in which the RMA number, description of returning parts, and shipping instruction are included. The RMA number should be indicated on the surface of the shipping container.

Packing Suggestions:

For service purpose, please follow these recommended packing instructions:

1) Remove all hoses, cables, sensors, transducers and power cords before packing, unless you suspect they are associated with the problem.
2) Wherever possible use the original shipping carton and packing materials.
3) Include a packing list and the EDAN Return Material Authorization (RMA) number.
4) Put the RMA number on the parcel.
5) It is recommended that all returned goods are insured. Claims for loss or damage of the product must be initiated by the sender.

Note: Edan should have no obligations to accept any unauthorized returned goods from either the Customer or end-user of the Customer. The Customer takes the responsibility of accounted fee on such occasions.

Freight Policy

Within Warranty:

The Customer is responsible for freight & insurance charges of the shipment to Edan (Customs charge included). Edan is responsible for the freight & insurance charges of the shipment to the Customer.

Out of Warranty:

The Customer is responsible for freight & insurance of the shipment both to and from Edan.