Support

Limited Warranty

THERMOVA MEDICAL GMBH ("Thermova") warrants that its medical transport cases and CryoKey telemetry modules will be free from defects in materials and workmanship under normal, intended use, for the periods set out below.

Warranty periods

  • Thermova DE01 / DE02 / DE03 cases: 24 months from date of delivery
  • CryoKey telemetry module: 24 months from date of delivery
  • Lithium-ion battery packs: 12 months or 500 full charge cycles, whichever occurs first
  • Accessories (cables, chargers, mounts): 6 months

What is covered

During the warranty period, Thermova will, at its sole option and free of charge, repair the defective device, replace it with an equivalent unit, or refund the purchase price. Replacement units may be new or factory-refurbished and are warranted for the remainder of the original warranty period or 90 days, whichever is longer.

What is not covered

  • Damage caused by accident, misuse, neglect, fire, liquid ingress beyond the stated IP rating, or force majeure.
  • Damage caused by use with non-approved chargers, batteries or accessories.
  • Cosmetic wear, scratches, fading or normal degradation of consumable parts.
  • Devices with broken tamper-evident seals or where the serial number has been removed or altered.
  • Repairs or modifications performed by anyone other than Thermova or an authorised service partner.
  • Loss of data, loss of revenue or any consequential or indirect damages.

How to make a warranty claim

  1. Email support@thermova.com with the device serial number, a description of the fault and proof of purchase.
  2. Our technical team will troubleshoot remotely. If a return is required, we issue an RMA number and prepaid shipping label (within the EU).
  3. We inspect the unit within 10 business days of receipt and confirm the outcome by email.

Out-of-warranty service

Devices that fall outside the warranty period or whose damage is not covered can still be repaired by our service centre at standard rates. We will provide a written quotation before any chargeable work begins.

Statutory rights

This limited warranty is provided in addition to, and does not affect, your statutory rights as a consumer under applicable law, including the rights granted under EU Directive 1999/44/EC.