Distributor purchase
Contact the distributor shown on the invoice and follow its return authorization process.
Start with the seller on the order confirmation.
Returns, warranty and replacement terms depend on the purchasing route, written agreement, product condition and jurisdiction.
Direct professional purchase
Email support@mv.health with the order reference, model and concise issue description.
Institutional agreement
Use the support and escalation terms in the executed supply or evaluation agreement.
Know the distinction
A warranty is not a return policy.
The supplied guides describe a two-year warranty. The manufacturer’s published consumer terms describe a limited 24-month warranty for material defects, measured from delivery, with exclusions.
Those consumer terms are for private use. Professional, distributor and institutional purchases need their own written terms; do not assume a consumer warranty or change-of-mind return right applies to every business order. Applicable statutory rights are separate.
The published exclusions include normal wear and tear, accidental or deliberate damage, abnormal storage or use conditions, failure to follow the instructions, and unauthorized alteration or repair. Ask the seller to confirm the coverage and exclusions that apply to your order in writing.
Professional purchasing information →Make the first message useful
Have these details ready.
Purchase details
Seller, order reference, purchase date and the exact product name or model number.
What happened
A concise description of the fault, when it began and any checks already made against the guide. Do not open the device or sealed battery.
Safe information sharing
Do not include patient records or intimate photographs. Ask support what additional product information is needed.
Before returning a device
Request authorization and handling instructions.
Do not ship a product until the responsible seller confirms eligibility, destination and any hygiene or transport requirements. If the device appears damaged, stop using it and seek support.
Contact support ↗