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Warranty

Warranty Conditions (Mindtooth)

Warranty/Statutory Warranty Conditions Brain Products GmbH
Neurology/neurophysiology/research equipment, components, and accessories

[Download .pdf]

Warranty conditions

Brain Products GmbH, warrants to the initial purchaser that each new warranted product, shipped and purchased from Brain Products GmbH will be free from defects in workmanship and materials for a specified period (“Warranty Period”) of:

Warranty Period
Mindtooth electronics and mechanics 12 months
Accessories (cables, additional electrodes etc.) 6 months

Internal battery as well as consumables (e.g. sponges, electrolyte, etc) are not covered by the statutory warranty rights.

Brain Products GmbH provides a general warranty of 3 months for used Mindtooth that have been purchased from Brain Products GmbH.

Brain Products GmbH’s only obligation under this warranty is limited to repair or replacement, at Brain Products GmbH option and election, of any warranted product (or part thereof) that Brain Products GmbH reasonably determines to be covered by this warranty and to be defective in workmanship or materials. Repair or replacement of products under this warranty does not extend the warranty period.

Warranty Period starts at the date of delivery note.

Warranty conditions for third party products

Brain Products GmbH is offering the same warranty period as the original manufacturer but shall assume a minimum warranty period of six months.

Process for claiming warranty

To request repair or replacement under this warranty, purchasers shall contact Brain Products GmbH via

Email: support@mindtooth-eeg.com
Phone: +49 (0) 8105 733 84 – 0

If, on the basis of the information provided by the purchaser, Brain Products GmbH reasonably believes that the defect is covered by this warranty, Brain Products GmbH will authorize the purchaser to return the warranted product (or part thereof) to Brain Products GmbH or an authorized distribution partner. If the product is to be repaired rather than replaced, the warranted product will be repaired and returned to the purchaser. Brain Products GmbH shall determine whether to repair or replace products and parts covered by this warranty with either new or refurbished products or parts that meet current Brain Products GmbH specifications. All products or parts replaced shall become the property of Brain Products GmbH. In the course of warranty service, Brain Products GmbH may, but shall not be required to, make engineering improvements to the warranted product or part thereof.

Statutory warranty conditions

Statutory warranty conditions according to the German legislation apply.

Shipping Procedures

If Brain Products GmbH reasonably determines that a repair or replacement is covered by the warranty, and the equipment needs to be returned to Brain Products GmbH for repair or exchange the return must be  carried out by means of a Return Merchandise Authorization (RMA). An RMA form  can be requested exclusively by contacting our technical support team at support@mindtooth-eeg.com. Goods sent to Brain Products GmbH without an RMA will not be accepted. The purchaser must assure that the to be shipped equipment is suitably packed to prevent damage to the equipment.

Freight charges and insurance for shipment of equipment to Brain Products GmbH will be paid by Brain Products GmbH.

Method of shipment must be approved by Brain Products GmbH. We recommend FedEx for shipments from outside EU and UPS from inside EU. In case of questions, contact export@brainproducts.com

If purchaser ships a product to Brain Products GmbH in unsuitable packaging, any physical damage present in the product on receipt and inspection by Brain Products GmbH (and not previously reported) will be presumed to have occurred in transit and will be the responsibility of the purchaser.

For lithium-ion batteries, special shipping regulations may apply. The purchaser may be requested to take out the battery following instructions by Brain Products.

Exclusions/liability

A general exclusion to any warranty/statutory warranty applies in the following cases:

  1. The products/product components were damaged by the purchaser/operator/user due to incorrect use through disregarding the instructions for use or in another way on purpose or of negligence. A broken Mindtooth housing/mechanic will be considered an incorrect use.
  2. Warranty seal broken.
  3. Damages not caused by faulty products/product components, in particular but not limited to damages caused by electricity blackouts or faults in the electricity supply.
  4. The serial number has been removed or rendered illegible.
  5. The products/product components have been modified by persons other than employees of Brain Products GmbH or its authorized distribution partners, or no permission has been received from Brain Products GmbH prior to making the modifications.
  6. Faults or defects caused by equipment, accessories or fixtures that are not provided by Brain Products GmbH.
  7. Normal wear and tear.

This warranty is further limited to faults and/or material faults that are attributable to a fault or error in the system sold by Brain Products GmbH itself.

THIS WARRANTY, TOGETHER WITH ANY OTHER EXPRESS WRITTEN WARRANTY THAT MAY BE ISSUED BY BRAIN PRODUCTS GMBH, IS THE SOLE AND EXCLUSIVE WARRANTY AS TO BRAIN PRODUCTS GMBH PRODUCTS, EXTENDS ONLY TO THE PURCHASER AND IS EXPRESSLY IN LIEU OF ANY OTHER ORAL OR IMPLIED WARRANTIES INCLUDING WITHOUT LIMITATION ANY IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. BRAIN PRODUCTS GMBH SHALL NOT BE LIABLE FOR ANY INCIDENTAL, SPECIAL OR CONSEQUENTIAL LOSS, DAMAGE OR EXPENSE (INCLUDING, WITHOUT LIMITATION, LOST PROFITS) DIRECTLY ARISING FROM THE SALE, INABILITY TO SELL, USE OR LOSS OF USE OF ANY PRODUCT.

Warranty Conditions (X.on)

Warranty/Statutory Warranty Conditions Brain Products GmbH
Neurology/neurophysiology/research equipment, components, and accessories

[Download .pdf]

Warranty conditions

Brain Products GmbH, warrants to the initial purchaser that each new warranted product, shipped and purchased from Brain Products GmbH will be free from defects in workmanship and materials for a specified period (“Warranty Period”) of:

Warranty Period
X.on electronics and mechanics 12 months
Accessories (cables, additional electrodes etc.) 6 months

Internal battery as well as consumables (e.g. sponges, electrolyte, etc) are not covered by the statutory warranty rights.

Brain Products GmbH provides a general warranty of 3 months for used X.on that have been purchased from Brain Products GmbH.

Brain Products GmbH’s only obligation under this warranty is limited to repair or replacement, at Brain Products GmbH option and election, of any warranted product (or part thereof) that Brain Products GmbH reasonably determines to be covered by this warranty and to be defective in workmanship or materials. Repair or replacement of products under this warranty does not extend the warranty period.

Warranty Period starts at the date of delivery note.

Warranty conditions for third party products

Brain Products GmbH is offering the same warranty period as the original manufacturer but shall assume a minimum warranty period of six months.

Process for claiming warranty

To request repair or replacement under this warranty, purchasers shall contact Brain Products GmbH via

Email: support@xon-eeg.com
Phone: +49 (0) 8105 733 84 – 0

If, on the basis of the information provided by the purchaser, Brain Products GmbH reasonably believes that the defect is covered by this warranty, Brain Products GmbH will authorize the purchaser to return the warranted product (or part thereof) to Brain Products GmbH or an authorized distribution partner. If the product is to be repaired rather than replaced, the warranted product will be repaired and returned to the purchaser. Brain Products GmbH shall determine whether to repair or replace products and parts covered by this warranty with either new or refurbished products or parts that meet current Brain Products GmbH specifications. All products or parts replaced shall become the property of Brain Products GmbH. In the course of warranty service, Brain Products GmbH may, but shall not be required to, make engineering improvements to the warranted product or part thereof.

Statutory warranty conditions

Statutory warranty conditions according to the German legislation apply.

Shipping Procedures

If Brain Products GmbH reasonably determines that a repair or replacement is covered by the warranty, and the equipment needs to be returned to Brain Products GmbH for repair or exchange the return must be carried out by means of a Return Merchandise Authorization (RMA). An RMA form can be requested exclusively by contacting our technical support team at support@xon-eeg.com. Goods sent to Brain Products GmbH without an RMA will not be accepted. The purchaser must assure that the to be shipped equipment is suitably packed to prevent damage to the equipment.

Freight charges and insurance for shipment of equipment to Brain Products GmbH will be paid by Brain Products GmbH.

Method of shipment must be approved by Brain Products GmbH. We recommend FedEx for shipments from outside EU and UPS from inside EU. In case of questions, contact export@brainproducts.com.

If purchaser ships a product to Brain Products GmbH in unsuitable packaging, any physical damage present in the product on receipt and inspection by Brain Products GmbH (and not previously reported) will be presumed to have occurred in transit and will be the responsibility of the purchaser.

For lithium-ion batteries, special shipping regulations may apply. The purchaser may be requested to take out the battery following instructions by Brain Products.

Exclusions/liability

A general exclusion to any warranty/statutory warranty applies in the following cases:

  1. The products/product components were damaged by the purchaser/operator/user due to incorrect use through disregarding the instructions for use or in another way on purpose or of negligence. A broken X.on housing/mechanic will be considered an incorrect use.
  2. Warranty seal broken.
  3. Damages not caused by faulty products/product components, in particular but not limited to damages caused by electricity blackouts or faults in the electricity supply.
  4. The serial number has been removed or rendered illegible.
  5. The products/product components have been modified by persons other than employees of Brain Products GmbH or its authorized distribution partners, or no permission has been received from Brain Products GmbH prior to making the modifications.
  6. Faults or defects caused by equipment, accessories or fixtures that are not provided by Brain Products GmbH.
  7. Normal wear and tear.

This warranty is further limited to faults and/or material faults that are attributable to a fault or error in the system sold by Brain Products GmbH itself.

THIS WARRANTY, TOGETHER WITH ANY OTHER EXPRESS WRITTEN WARRANTY THAT MAY BE ISSUED BY BRAIN PRODUCTS GMBH, IS THE SOLE AND EXCLUSIVE WARRANTY AS TO BRAIN PRODUCTS GMBH PRODUCTS, EXTENDS ONLY TO THE PURCHASER AND IS EXPRESSLY IN LIEU OF ANY OTHER ORAL OR IMPLIED WARRANTIES INCLUDING WITHOUT LIMITATION ANY IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. BRAIN PRODUCTS GMBH SHALL NOT BE LIABLE FOR ANY INCIDENTAL, SPECIAL OR CONSEQUENTIAL LOSS, DAMAGE OR EXPENSE (INCLUDING, WITHOUT LIMITATION, LOST PROFITS) DIRECTLY ARISING FROM THE SALE, INABILITY TO SELL, USE OR LOSS OF USE OF ANY PRODUCT.

Support

Support Statement (Mindtooth)

End User Support from Brain Products GmbH

[Download .pdf]

End User Support conditions 

Brain Products GmbH, provides End User Support to the initial purchaser for the following hardware products:

Mindtooth Touch, Mindtooth Click-On Amplifier
including Accessories and Consumables offered with Mindtooth by Brain Products GmbH

This End User Support Statement is subject to change without further notification. However, Brain Products GmbH grants validity of this statement for the Warranty Period valid for any specific device.

What is covered by End User Support?

Brain Products offers support for the following type of requests free of charge:

  1. Non-functional or malfunctional hardware/app even when operation instructions are followed.
  2. Repairs for products under warranty
  3. Questions about product documentation (operating instruction/user manual, setup poster)
  4. “How to/Best practice” questions for operation of the device within intended use cases.

 What is NOT covered by End User Support?

  1. Scientific consultation
  2. Non-intended use cases
  3. Combination with third party solutions (hardware and software)
  4. Signal validation

Contacting Support

For Repairs:

If the support request is about a broken device or a repair, an email shall be sent to support@mindtooth-eeg.com. The Mindtooth Warranty Conditions can be reviewed via the Mindtooth Warranty Statement. For any return of goods to Brain Products GmbH, contact support and follow the instructions. Goods sent to Brain Products without a preceding and related support request, will not be accepted.

For support questions:

Before considering other support resources, the Purchaser shall read the Operation Instruction/User Manual accessible via shop.brainproducts.com.

For more support resources, the Purchaser shall visit https://mindtooth-eeg.com/#tutorials, where frequently asked questions are answered, and tutorial videos can be accessed.

In the case that documentation does not answer the question(s), Mindtooth support can be contacted via support@mindtooth-eeg.com. For software related support requests your email will be forwarded to the software provider BrainSigns srl. BrainSigns support conditions are covered in the respective Software End User License Agreement.

Support Statement (X.on)

End User Support from Brain Products GmbH

[Download .pdf]

End User Support conditions 

Brain Products GmbH, provides End User Support to the initial purchaser for the following products:

X.on
EEG headset (including Accessories and Consumables offered with X.on by Brain Products GmbH)
X.on App
Android™ Smartphone App and Windows® PC App

This End User Support Statement is subject to change without further notification. However, Brain Products GmbH grants validity of this statement for the Warranty Period valid for any specific device and Software version listed above.

What is covered by End User Support?

Brain Products offers support for the following type of requests free of charge:

  1. Non-functional or malfunctional hardware/app even when operation instructions are followed.
  2. Repairs for products under warranty
  3. Questions about product documentation (operating instruction/user manual, setup poster)
  4. “How to/Best practice” questions for operation of the device within intended use cases.

 What is NOT covered by End User Support?

  1. Scientific consultation
  2. Non-intended use cases
  3. Combination with third party solutions (hardware and software)
  4. Signal validation

Contacting Support

For Repairs:

If the support request is about a broken device or a repair, an email shall be sent to support@xon-eeg.com. The X.on Warranty Conditions can be reviewed via the X.on Warranty Statement. For any return of goods to Brain Products GmbH, contact support and follow the instructions. Goods sent to Brain Products without a preceding and related support request, will not be accepted.

For support questions:

Before considering other support resources, the Purchaser shall read the Operation Instruction/User Manual accessible via the X.on shop.brainproducts.com.

For more support resources, the Purchaser shall visit https://xon-eeg.com/#faq, where frequently asked questions are answered, and tutorial videos can be accessed.

In the case that documentation does not answer the question(s), X.on support can be contacted via support@xon-eeg.com.