Warranties & Policies
Refund Policy
We are not required to provide a refund or replacement if you change your mind about the goods and/or services you asked for.
However, you can choose a refund or exchange if an item has a major problem. This is when the item:
- Has a problem that would have stopped someone from buying the item if they had known about it
- Is unsafe because it does not have electrical approvals
- Is significantly different from the sample or description
- Is substantially unfit for its common and intended purpose, and cannot be easily fixed within a reasonable time.
Alternatively, you can choose to keep the item and we will compensate you for any drop in value. There must be evidence provided of your concern.
If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time you can choose a refund or replacement.
Please keep your proof of purchase (e.g. your invoice/receipt) and the original box for packaging and freight back to us. Also, please see our Guarantee Policy that allows twelve (12) months on the MKII to experience the effects of this special technology.
For further discussion email customerservice@bionicair.com.au or phone Elanra during office hours Australian ESTD on +61 (07) 5593 1122.
Guarantee Policy
For these reasons and more, Elanra stands by their product. So much so, that we GUARANTEE our Elanra. To give our customers even more security we have decided to GUARANTEE our flagship model the Elanra MKII for twelve (12) months.
If you have followed the three rules and are not satisfied that the Elanra MkII has assisted your health and wellbeing inside 12 months, then simply return it to us and we will give you 50% of your money back at the end of the 12 months. Yes that’s right – 50%!! (conditions apply)
This guarantee is only for the MKII, and does not include the needles bought or any further accessories purchased at the time of sale or within those twelve (12) months.
The MKII must be returned in its original box, with the power pack and it must not have been tampered with in any way, nor be damaged.
Return your Elanra MKII to Bionic Air Pty Ltd at P.O. Box 555, Robina. Queensland 4227 Australia. Please notify Elanra of your wish and your return on customerservice@bionicair.com.au or you can call us Australian ESTD +61 (07) 5593 1122.
It is your responsibility to ensure that the Elanra MKII is correctly packaged for travel and freight.
NOTE: GUARANTEE policy is in AUSTRALIA ONLY
Delivery Policy
Warehousing
The Elanra is maintained in a controlled environment where temperature is minimized and dust is reduced. On dispatch all Elanra Medical Devices are correctly and individually packaged to ensure good transit anywhere in the world. Your Elanra Medical Device is packaged through our quality warehouse by experienced and trained personnel. You may contact our warehouse to confirm any details of your medical device at customerservice@bionicair.com.au.
Payment Terms
No medical devices leave Elanra Medical until full and final payment is made and confirmed from all sectors of the globe, whether that be individual customers and/or distributors in various country regions. As soon as the payment is made for the Elanra Medical devices, the device will commence the pick-and-pack procedures. Every Elanra is checked prior to packing for complete items in the case and the medical device is set to your preferable settings prior to leaving for you. Once it arrives to you, all you need to do is simply plug it in and turn it on.
Freight
Elanra Medical uses a number of different freight providers in conjunction with their costs and destination of the freight. You will pay a delivery freight cost including handling. All customers are welcome to arrange their own freight if they choose, or organize for their medical device to be picked up instead. Simply inform our customer service of your wish prior to dispatch.
Dispatch Timing
If your order and payment is received in our office on a working day (Monday to Friday excluding public holidays) prior to 11am AEST, we will dispatch your product the same day guaranteed.
If your order and payment is received in our office on a working day (Monday to Friday excluding public holidays) after 11am AEST then we cannot guarantee dispatch that same day, but certainly the following day.
Dispatch Confirmation
It is Elanra Medical’s role to correctly dispatch your goods into good hands to arrive at your destination. Once it leaves our secure warehouse you will receive the contact details of the freight forwarder and the tracking number in order to track your goods yourself if you want too. We will also track goods if it takes longer than it should to reach you. Please remember that once the freight forwarders have the goods they are responsible to ensure it reaches you. Elanra Medical is not responsible.
International Costs
Elanra Medical cannot be held responsible for your country’s customs charges and other related fees for importing the Elanra into your country. Where we are aware of what those costs are likely to be, we will build those costs into the price we charge you or discuss and communicate that with you, and then pay those costs through our exporter.
However, if your country charges more than we estimate, we cannot be held responsible for such. We will not accept returned stock and extra fees just because you choose not to pay to get the Elanra Medical Device out of your customs, because they have chosen to charge you more. This is an issue you must take up with your local law agency and/or government party to encourage free trade with Australia. This is not an issue that Elanra Medical is responsible for nor an issue that Elanra Medical has any control over nor an issue that Elanra Medical can do anything about on your behalf.
If you have any concerns about this policy notify Elanra Medical on: customerservice@bionicair.com.au or you can call us Australian ESTD +61 (07) 5593 1122.
Warranty Policy
Unless specified otherwise and in addition to any rights the customer may have under statute and subject to this policy, Elanra Medical warrants to the customer that the Elanra Medical branded genuine products will be free from defects in materials and workmanship affecting normal use for a period of two (2) years from the invoice date for the MkII, MkIII and the Elanra Air Pendant. The battery will be under warranty in the Elanra Air Pendant for twelve (12) months. The workmanship alone is covered under warranty for three (3) years.
This Standard Warranty does not cover damage, fault, failure or malfunction due to external causes, including accident, abuse, misuse, problems with electrical power, servicing not authorised by Elanra Medical, usage and/or storage and/or installation not in accordance with Product instructions, failure to perform required preventive maintenance, normal wear and tear, act of God, fire, flood, war, act of violence or any similar occurrence; Products with missing or altered service tags or serial numbers; any attempt by any person other than Elanra Medical personnel or any person authorised by Elanra Medical, to adjust, repair or support the Products and problems caused by use of parts and components not supplied by Elanra Medical.
Under the Standard Warranty during the two-year period beginning on the invoice date, Elanra Medical will repair or replace Products returned to Elanra Medical’s facility.
These products will be returned to Elanra Medical at the customers cost for evaluation and repair. If it is found by our Engineers that the product is not under warranty due to one of the conditions already noted then the customer will be contacted with the notification and impending cost.
Elanra Medical will ship the repaired or replacement products to Customer when freight is prepaid.
The Standard Warranty is given in place of all excludable warranties, conditions, terms, undertakings and obligations implied by statute, common law, trade usage, course of dealing or otherwise including warranties or conditions of merchantability, fitness for purpose, satisfactory quality and/or compliance with description, all of which are excluded to the fullest extent permitted by law.
The Standard Warranty does not apply to:
(a) Elanra Medical branded goods purchased at an auction or online portal other than the Elanra or approved distributor web sites;
(b) Elanra Medical products purchased second hand
(c) Elanra Medical branded products supplied to charity or institutions for demonstration purposes
(d) Elanra Medical branded products, supplied by Elanra Medical and forming part of a Product; and
(e) goods which are not standard Elanra Medical assemblies or configurations as defined on Elanra Medical’s published price list and head office web site.
Elanra Medical will provide support for non Elanra Medical manufactured products purchased under a Consumer Contract. Elanra Medical does not manufacture some of its accessories and complimentary products as listed on its web site, and may not be able to provide repair facilities or spare parts in relation to them. The Customer acknowledges that the reasonable time for Elanra Medical to repair non Elanra Medical products is longer than the reasonable time for the manufacturer to repair the same product.
Non-Elanra Medical manufactured products may be accompanied by their manufacturer’s standard warranties. The Customer acknowledges that where support is required in relation to non Elanra Medical products it may be more efficient and expedient to seek support under the manufacturer’s standard warranties, at least at first instance.
Under the Standard Warranty, Products presented for repair, may be replaced by refurbished goods of the same type, rather than being repaired. Refurbished parts may also be used to repair the Products pending availability. In all cases we keep an accurate log of your concerns with the product and every detail of our repairs.
If you have any concerns about this policy please notify Elanra Medical on: customerservice@bionicair.com.au or you can call us Australian ESTD +61 (07) 5593 1122.
Returns Policy
We have different policies around returns in accordance with the time in which you have had the machine and been operating the machine.
If you feel there is a fault with your Elanra it is very important you call us first. In 99% of cases, the reason your device may appear to be not operating correctly, is because you have not had time to read the instruction manual. We will help you through it.
It is normal for the Elanra to make a wind or small whispering sound in some environments. It is normal for your body to feel out of sorts for 2-3 days until your body adjusts to breathing clean air, this is similar to a detoxification process. Just hang in there and within a week you won’t be able to do without your Elanra. It is vital that you allow Customer Service to work with you to locate your concern and educate you on the technology.
Before returning your product for service:
1. Please ensure you have viewed the instruction manual and read the troubleshooting section
2. You have contacted Elanra Medical customer service. Our staff are trained to assist you with most concerns you may have experienced. In most cases, the product is not required to be returned.
Returns within 7 days:
Should you receive your product with the following faults, we will happily offer replacement product subject to stock availability:
- Product dead on arrival
- An incorrect item was shipped to you
If we do not have a replacement product a full refund or replacement on back order will be provided. If the above applies please contact us within three (3) days of receiving your products to arrange for it to be replaced. Products must be returned within (7) seven days from receipt of the product.
All returned product must be returned within its existing box with all accessories included, that is, the instruction manual, needles, power plugs and any other items that were originally enclosed in the medical device box. Returning any product to Elanra Medical is at the cost of the customer.
The product will be checked by Customer Service Staff on arrival, and prior to replacement. The product will also be checked by our Engineer. This is to ensure that the product has not been damaged inside or electronically. If no warrantable fault is found on arrival, then the product repair and return will be at your cost. If a fault is found on arrival to Elanra Medical, then the product will be replaced or repaired and sent back to you at our cost.
If you have any concerns about this policy please notify Elanra Medical on: customerservice@bionicair.com.au or you can call us Australian ESTD +61 (07) 5593 1122.
Returns after the first 7 days:
All Elanra Medical products returned after the first seven (7) days will be at the customers expense. Return postal costs will be advised at the time of authorization of the return, unless Elanra Medical is at fault, in which case the customer pays freight to us and we pay freight to return to you.
Once Elanra Medical has established that your product needs to be returned for warranty repair you will be issued a repair number. This will be your key number to track the repair of your product until it is returned to you.
How to send in your Elanra for service:
Assuming your product required repair within the warranty period, please ensure the following:
1. The product is wrapped in bubble wrap on all sides and is secure for travel
2. The product bag is thick enough to ensure good transit
3. You provide proof of purchase such as a receipt/invoice/purchase order, unless you have confirmed with our customer service that we have a record of your purchase. Products purchased through our distributors are not in our records.
4. You attached your full name, address, phone and email address and preferred method and time for communications
5. Your product is registered for warranty at www.elanra.com
6. Ensure your registration online contact details are accurate
7. A letter describing the issue you are having, when, how you are operating the device and what setting you have it on. A description of the room you have it in, what type of surface it sits on, you may even choose to send us a photo or more. What is the size of the room, what other electrical devices are near the Elanra and what do you think the pollution levels of your room are (low, medium or severe)
8. If you are having power issues please also send us your AC Adaptor for testing.
Send your Elanra to:
Elanra Medical Warranty Returns
P.O. Box 555, Robina
Queensland 4227 Australia
Exclusions:
Replacements or refunds under warranty do not apply if the product has not been operated and maintained in accordance with any instructions provided with the product or as noted on the product listing on our web site www.elanra.com
If the product has been used in a manner other than for which it is designed, to the extent permitted by relevant legislation, Bionic Air Pty Ltd expressly excludes any liability for any indirect or consequential loss (including for loss of revenue, loss of health, or loss of use) arising from or in any way relating to the purchase of use of the product.