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Terms and Conditions: E-file machines

E-File Machine & Handpiece Warranty Information

Willow E-file Pro & Willow E-file Prime
  • Your new Willow E-file machine is covered in two separate ways. Your control box is covered by a 1 year warranty, and your Handpiece is covered by a 6 month warranty (Warranty Period) for manufacturing faults (Warranty). This Warranty Period provides coverage for the original product purchased from us, and any replacements you may be entitled to. However, any replacements shall be subject to the same Warranty Period start time, and do not attract a new Warranty Period.
  • Manufacturing faults may include (but are not limited to)
    - Control Box: battery/power failure, failure to charge correctly, not responding to being switched on
    - Handpiece: bit not turning, failure to open or close the lock chuck.
  • You must be fully accredited in the use of E-File machines with an Accredited Provider in order to purchase and use our E-file machines and to benefit from our Warranty.

 

Control Box 

  • The Warranty provides coverage for parts and labour. Refurbished units come with a shorter 6-month warranty unless stated otherwise in writing by us prior to any claim being made.
  • This Warranty is only valid upon proof of accreditation from an Accredited Provider in the use of E-File machines. If no proof can be provided then Willow reserve the right to invalidate any Warranty provided against the Willow E-File Machine and or Handpiece.
  • All repairs claimed under the Warranty are subject to assessment by an independent trained engineer who has the final say as to if it the fault is covered or not. For you to claim under this Warranty, you must provide us with the opportunity to have the product assessed. If you do not send the product back to us (at our expense), then this may invalidate the Warranty.
  • When an item is sent to us to be repaired, we are not obliged to provide a replacement/loan item to keep your business operating. It is up to you to make arrangements for replacement equipment and we are not liable for loss of earnings during this period of time. We always suggest having spare Control Boxes or similar equipment in your possession in order to avoid being without one unexpectedly.

  • When charging your E-file Pro, never leave it unattended, especially overnight. Always ensure that you charge it under supervision.

 

Repairs that are caused by user error, incorrect maintenance (such as corrosion, water based or otherwise), dropping, disassembly or general wear and tear are not covered by the Warranty and you will be solely responsible for ensuring that your Control Box is used in the appropriate manner and replaced when wear and tear is starting to show, or contact is made to us at the first opportunity of a fault. Users who continue to use a Control Box that is showing an issue, which results in total failure shall not be covered under this Warranty

 

Handpiece

  • For the Warranty to be valid on your Handpiece, a full service must be done every 6-12 months with a qualified engineer and records must be kept of this. We reserve our right to demand sight of any servicing reports and or documentation prior to honouring any claim under this Warranty. Servicing is  a maintenance practice and is mandatory in order to keep your Handpiece in the proper condition. A service charge will be applied.
  • Measures must be taken to prevent dust and debris consistently getting into the units such as brushing down the Handpiece after use and using dust caps and a dust collector all of which are available on our website for purchase. We do not advise that the unit be taken apart for cleaning as this may invalidate the Warranty if damage is caused by doing this. Never use any liquids to clean your handpiece – even small droplets droplets of liquid from wipes can potentially enter the handpiece and cause corrosion. Please clean it with a clean dry towel or brush only.
  • All repairs claimed under the Warranty are subject to assessment by an independent trained engineer who has the final say as to if it the fault is covered or not. For you to claim under this Warranty, you must provide us with the opportunity to have the product assessed. If you do not send the product back to us (at our expense), then this may invalidate the Warranty.
  • When an item is sent to us to be repaired, we are not obliged to provide a replacement/loan item to keep your business operating. It is up to you to make arrangements for replacement equipment and we are not liable for loss of earnings during this period of time. We always suggest having spare Handpieces or similar equipment in your possession in order to avoid being without one unexpectedly. 
  • Repairs that are caused by user error, incorrect maintenance (such as corrosion, water based or otherwise), disassembly or general wear and tear (such as, but not limited to, the Handpiece cable) are not covered by the Warranty and you will be solely responsible for ensuring that your Handpiece is used in the appropriate manner and replaced when wear and tear is starting to show, or contact is made to us at the first opportunity of a fault. Users who continue to use a Handpiece that is showing an issue, which results in total failure shall not be covered under this Warranty.
  • Goods that are gifted through a customer resolution case DO NOT come with any form of Warranty.
  • This Warranty may not apply to international customers and we therefore urge you to please contact us with enquiries and quote your country. We will then endeavour to assist you in any way we can. 
  • This Warranty is non-transferable and is only available to the original customer named on the proof of purchase. You must provide us with your original order number when claiming under this Warranty.
  • Nothing in this Warranty voids your rights under the Consumer Rights Act 2015.

Important:
The Willow E-file Pro is equipped with a premium lithium battery which must be kept charged in order to preserve battery longevity. Please ensure that you do not leave the battery uncharged for more than a month. This will deplete and damage the battery and may affect the Warranty. Please contact us if you require more guidance or information at info@willowacademy.com.

You must never leave your E-file Pro charging unattended, especially overnight. Only use the charger provided with your machine, never use an alternative charger. Please contact us if you require a replacement charger.

Please book your machine in for a service using the following links:

 Willow E-file Prime:

https://www.tnbl.co.uk/willow-prime-efile-service-hand-piece-p6888

 Willow E-file Pro:

https://www.tnbl.co.uk/willow-pro-efile-service-hand-piece-p7143