OSSEOTOUCH LLC stands behind every Magnetic Mallet device component sold in the United States. This page sets out the returns, warranty, and RMA terms that apply to all U.S. orders processed through OSSEOTOUCH LLC.
Return policy — 30 days, unopened only
Eligible products may be returned within 30 days from the delivery date for a refund, provided they are:
- Unopened, in their original sealed packaging
- Unused, with no evidence of clinical use, sterilization, or assembly
- Accompanied by an RMA number issued by OSSEOTOUCH LLC
A 10% restocking fee applies to all approved returns. Refunds are processed to the original payment method within 7 to 14 business days after the returned items have been received and inspected.
Non-returnable items
The following items cannot be returned:
- Easy-Pin pins (CEP3.1, CEP3.5) and any other consumable products once the box has been opened
- Any product that has been clinically used, sterilized, or otherwise placed into service
- Items returned without a valid RMA number
- Items returned more than 30 days after delivery
Limited Warranty — 24 months
The Magnetic Mallet device, the handpiece (MAOSFPLUS), and the foot pedal are covered by a Limited Warranty of 24 months from the date of delivery against defects in materials and workmanship under normal professional use.
The Limited Warranty does not cover:
- Damage caused by improper use, misuse, accident, or failure to follow the Instructions for Use
- Damage caused by unauthorized modification, repair, or service performed by parties other than OSSEOTOUCH LLC or its authorized service partners
- Damage caused by failure to perform required maintenance and sterilization per the IFU
- Cosmetic wear, normal wear and tear of consumable inserts and tips
- Damage caused by power surges, environmental conditions, or third-party accessories not authorized by OSSEOTOUCH
Surgical instruments, osteotomes, inserts, tips, and consumables are not covered by the 24-month device hardware warranty; manufacturing defects on these items are addressed under the DOA policy or as quality claims case by case.
DOA (Dead On Arrival) and shipping damage
If a product arrives damaged or non-functional, notify OSSEOTOUCH LLC within 7 days from the delivery date by emailing cs@osseotouch.com. Provide your order number, photographs of the damaged item and packaging, and a brief description.
Do not send patient-identifiable information, clinical photographs containing patient identity, or protected health information unless specifically requested through an approved secure channel.
Approved DOA claims are resolved by free replacement, with all return shipping costs covered by OSSEOTOUCH LLC.
RMA procedure
To initiate a return, DOA claim, or warranty claim:
- Email cs@osseotouch.com with your order number, the affected SKU(s), reason for the request, and photographs where applicable (no patient-identifiable information — see Section 04).
- OSSEOTOUCH LLC will review the request and, if approved, issue an RMA number.
- Return address and shipping label are provided by OSSEOTOUCH LLC together with the RMA approval. Do not ship returns without an RMA number — unauthorized returns will be refused and returned to sender at the sender's expense.
- Pack the items in their original packaging, include the RMA number visibly inside the box, and ship using the label or instructions provided.
- Once received and inspected, OSSEOTOUCH LLC will process the refund or replacement within 7 to 14 business days.
Decontamination of returned products
Any used product returned for service or inspection must be cleaned, decontaminated, and accompanied by a decontamination statement. Products returned in unsafe or contaminated condition may be refused and returned to sender at the sender's expense, or disposed of as biohazardous waste at the sender's risk and cost.
Return shipping costs
- DOA, shipping damage, or warranty claim: shipping costs covered by OSSEOTOUCH LLC
- Change of mind / unwanted product: return shipping costs are the responsibility of the customer
Disclaimers
EXCEPT FOR THE LIMITED WARRANTY EXPRESSLY SET OUT IN SECTION 03, OSSEOTOUCH LLC DISCLAIMS ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW.
IN NO EVENT SHALL OSSEOTOUCH LLC, OSNRGY SRL, OR META ERGONOMICA S.R.L. BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES ARISING OUT OF OR RELATED TO THE USE OR INABILITY TO USE THE PRODUCTS, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. THE TOTAL LIABILITY OF OSSEOTOUCH LLC UNDER THIS POLICY SHALL NOT EXCEED THE PURCHASE PRICE PAID BY THE CUSTOMER FOR THE AFFECTED PRODUCT.
Nothing in this policy limits any liability that cannot be limited or excluded under applicable law.
U.S. Medical Device Reporting (21 CFR Part 803)
If a product is suspected to have caused or contributed to a death or serious injury, or if a malfunction may be reportable under 21 CFR Part 803, please notify OSSEOTOUCH LLC immediately at cs@osseotouch.com.
OSSEOTOUCH LLC, as U.S. initial importer / first importer, will document, assess, and report or escalate complaints as required under applicable U.S. FDA Medical Device Reporting requirements. Meta Ergonomica S.r.l. is the legal manufacturer of the Magnetic Mallet device.
Governing law
This policy is governed by the laws of the State of Alabama, United States, without regard to conflict of law principles. Any dispute arising under this policy shall be subject to the exclusive jurisdiction of the state or federal courts located in Alabama.