Customer Support

Fillauer offers a Demo and Loaner Program to support our customers’ needs. Whether a device is out for repair or needed to evaluate a patient fit before purchasing, or you’re planning an in-clinic demonstration, the demo and loaner program is available to support your needs.

Fillauer offers repair and maintenance support for specific product lines. Repairs under warranty will be serviced under the terms of the warranty. If the device is out of warranty, please contact customer service for more information.

Please inspect all goods immediately upon receipt for damage or errors in shipping. If items were ordered or shipped incorrectly, call or email customer service within five (5) business days of receipt to request a Return Authorization Number (RMA).

If you would like to return a product for exchange, credit, or refund, please contact customer service to receive an RMA. Prior approval and an RMA must be obtained from Customer Service before any goods may be returned. Please be ready to provide us with the original invoice number, sales order number, or purchase order number, along with the part number, quantity, serial number (if applicable), and reason for return. Without an RMA, an item will not be processed for return. Refer here for details on our trial periods and product specific return policies.

Once an RMA is received, please carefully package the item, ensuring that damage does not occur during return shipping. For faster processing, the RMA number must appear on the outside of the box in large, clear, black print and a copy of the original invoice, sales order, or purchase order included in the box. Not doing so will cause delays in processing. The customer is responsible for return shipping costs.

An RMA does not guarantee credit. All items returned are quality inspected before credit determination and must be in resaleable condition. Products that have been worn against the skin, cut or modified, including heating or other alterations, are not in resaleable condition. Returned products may be subject to a 15% restocking fee for merchandise returned in resaleable condition.

Visit our demo and loaner program page to learn more about products that may be demoed before purchasing.

No credit shall be issued for goods returned 90 days past the RMA issue date. No credit shall be issued for equipment, custom items, or special-order items.

Circumstances outside of Fillauer’s return policy may be subject to Fillauer’s US Limited Warranty.

Fillauer guarantees products sold to an original purchaser are free from defects in material and workmanship. 

The warranty does not apply to: 

1. Products not purchased from Fillauer or its authorized dealers. 
2. Wear and tear. 
3. Alterations or modifications to the product in any way. 
4. Fabrication, installation or use outside Fillauer’s instructions of use and maintenance and care guidelines. 
5. Damage caused by accident, neglect, misuse, improper installation, or operation beyond capacity.
6. Other alterations, repairs, or parts not approved or recommended by Fillauer. 

Limited Warranty duration varies by product. At Fillauer’s discretion, items under this limited warranty will be either repaired at no charge or replaced. Replacement units may be either new or reconditioned units in near-new condition. The repaired or replacement product will continue to be covered under this limited warranty for the remaining duration of the warranty period that commenced on the date of purchase or fitting. Warranty return requests must be submitted with a completed Product Complaint Form [link to product complaint form]. Please reach out to Fillauer customer service for approval and a Return Authorization Number (RMA). Determination of the damages or defects to be covered under the Limited Warranty shall be made by Fillauer. The customer is responsible for shipping costs to Fillauer, and Fillauer shall pay return shipping costs to the customer. 

For product-specific warranty information, including warranty start dates, durations and repair requirements, please refer to Fillauer’s Product Return and Warranty Chart.