Guaranteed products, total confidence
All products sold on PrimeMedical.ro are 100% original and benefit from warranty according to European legislation. We are by your side throughout the entire usage period.
Warranty coverage
What products are covered
CGM Sensors
All continuous glucose monitoring sensors are covered by warranty according to European legislation and manufacturer terms.
Glucometers
Glucometers sold benefit from manufacturer warranty, with dedicated technical support for any issue.
Medical Accessories
Accessories and auxiliary devices are covered by manufacturer warranty, with quick replacement in case of defects.
Legal warranty
2 years according to European legislation for all devices
Original products
100% original, from authorized distributors
Free replacement
Free shipping for confirmed defective products
Simple process
Online request, processing in 3-5 business days
Simple process
How to claim your warranty
The warranty process is fully online. You fill in the form in your account and our team takes care of the rest.
Open a request
Go to the support section in your account and select 'Warranty'. Choose the order and the product with the issue.
Document the issue
Add the product serial number, manufacturer and upload 2 clear photos of the issue for verification.
Get the solution
Our team reviews the request and comes back with a solution — replacement, repair or refund, depending on the case.
Warranty details
What is and isn't covered
Covered by warranty
- Manufacturing defects found during the warranty period
- CGM sensors that don't work or give erroneous readings
- Glucometers with measurement errors or hardware defects
- Bluetooth connectivity issues on compatible devices
- Defective battery or lifespan below specifications
- Defects in materials or electronic components
Not covered by warranty
- Damage caused by improper use
- Defects caused by contact with liquids (outside IP specifications)
- Unauthorized modifications to the device
- Normal wear of consumables (test strips, lancets)
- Damage caused by storage in inadequate conditions
- Products without a valid serial number or proof of purchase
Note for LinX CGM sensors
For LinX CGM sensors, when a warranty claim is accepted, MicroTech's manufacturer policy provides compensation for the remaining unused days from the expected wear period. This procedure is set by the manufacturer and does not limit statutory warranty and product conformity rights.
Important information
- Keep the original packaging and purchase invoice for the entire warranty period.
- The product serial number is mandatory for processing any warranty claim.
- Clear photos of the product and defect significantly speed up request processing.
- The right of withdrawal (14 days) is separate from the product warranty. For returns, see return policy.
Frequently Asked Questions
How long is the warranty period?
The warranty period varies depending on the product and manufacturer. CGM sensors generally have warranty for the specified usage period. Glucometers benefit from standard 2-year warranty according to European legislation. Specific details are mentioned on each product page.
What documents do I need for a warranty claim?
You need: the order number, the product serial number, 2 photos of the issue and a description of the defect. All of these are filled in directly in the warranty form in your account.
How long does warranty claim processing take?
Warranty claims are processed within 3-5 business days of receiving the complete request. In urgent cases, we make efforts to speed up the process.
What happens if the product is no longer available?
If the product is no longer available, we will offer an equivalent or superior product. If no equivalent product is available, a full refund will be issued.
Can I claim warranty for a product purchased from a partner?
Yes, products purchased from our authorized partners benefit from the same warranty conditions. When opening the request, select the corresponding purchase source.
Who covers the shipping cost for warranty products?
For products confirmed as having defects covered by warranty, the shipping cost is fully covered by Prime Medical, both for the return and for the delivery of the replacement product.
Need help?
Our support team is available for any warranty-related questions
Problem with a product? We're here.
Open an online warranty claim and get a response as soon as possible.