[B2B] Complaints & Returns

Complaints and Returns

Please fill out this form to initiate a product return and/or warranty replacement. This is not a servicable request.

The more information you are able to provide, the faster we are able to make a determination and expedite your request.

Our goal is get your credit back to you or your issue resolved as quickly as possible. Please review our Terms and Conditions for return processing. Note that an RA number does not guarantee a credit to your account. For certain warranty returns, a credit may take up to 4 months to process. However, we will strive to communicate any delays in the process. Should you have any questions, you may contact our customer service team at any time.

Country*

Type of request*

Product Return (No longer needed - Ordered as an error)

Product Complaint (Warranty returned/manufacturer defect))

Non-Product Feedback/Verbal Complaint

You've selected Product Return, which means you no longer need this product, ordered by error, or the patient did not like the product.

If you are intending to report a Product Complaint, which means the product is out of the 60-day warranty return or the product was defected, please update your selection to "Product Complaint (Warranty return/manufacturer defect)" above.

You've selected Product Complaint, which means the product is out of the 60-day warranty return or the product was defected.

If you are intending to report a Product Return, which means you no longer need this product, ordered by error, or the patient did not like the product, please update your selection to "Product Return (No longer needed - Ordered as an error)" above.

Is the product under warranty?

Yes

I don't know

Ottobock account number

Postal code of facility

Facility Name

Your first name*

Your last name*

Your email address*

Your phone number*

Job Title / Profession (of end user)

Patient Name*

Patient Weight*

Product(s) impacted (e.g. 50K306, etc.)

Main complaint*

Description of issue(s) - Please be as specific as possible*

Department that provided the experience*

Please describe your experience*

Description of product

Reason for returning the product*

Product code of item (e.g. 3R60, 50K306, etc.)*

Serial or LOT number (if unknown, insert N/A)*

Instructions (PDF) for locating the serial number and LOT if needed.

Fit Date*

Fail Date*

Patient Activity Level*

MOBIS Level*

Purchase Order Number, Invoice Number, or Sales Order Number*

Do you want credit or replacement?*

Credit

Replacement

Are you replacing it with the same system or different?*

Same

Different

What would you like to order as the replacement?

Please provide replacement number

Please describe the replacement part or part number*

In order to get full credit, you will need to provide complete packaging of the product, or you will be charged a restocking fee.

Are you returning the product due to a defect or malfunction?

Yes

Why are you requesting a return? Please be as detailed as possible.*

Any notes or comments you would like us to be aware of?

Please upload a photo or video clip capturing any known issues or malfunctions. (optional)

Total size of all files must be less than 20MB. File types accepted: jpg, jpeg, png, pdf, wmv, avi, mpg, mpeg

Inditication of failure (i.e. cracks, noises). How did you know it was failing?*

If you are able to provide as much detail as possible, we can process your request more efficiently.

Patient name or ID (optional)

If there was a malfunction, did it result in a fall, injury or allergic reaction?*

Yes

N/A

Please describe in detail the nature of the fall, injury or allergic reaction?*

Do you know the date that the fall, injury or allergic reaction occurred?*

Yes

Please provide the date that the fall, injury or allergic reaction occurred*

Detailed description of the consequences

Was medical treatment required?*

Yes

Out-patient

In-patient / Hospitalized

Detailed description of medical treatment*

Discomfort for the affected person*

None

Minor

Moderate

Major

Effect on the daily routine of the person affected*

None

Minor

Moderate

Major

Was further usage of the medical device possible as intended?*

Yes

Was a product liability claim submitted?*

Yes

Unknown

Was an authority informed about the event?*

Yes

Unknown

Name of the authority

Do you have any other details you would like to share?

Do you have images or video to upload? This can greatly expedite processing and in some cases remove the need to return a damaged product.

Yes

Details to include in photos: deficiencies in the device or packaging, device serial number, product article number. Total size of all files must be less than 20MB. File types accepted: jpg, jpeg, png, pdf, wmv, avi, mpg, mpeg

Add any photos or video (optional)

Ottobock Shipping Address (US)
Ottobock Healthcare
Attn: Returns Department
3820 W. Great Lakes
Salt Lake City, UT 84120-7205

Ottobock Shipping Address (CA)
Ottobock Healthcare

Attn: Returns Department

Ottobock, 5470 Harvester Road

Burlington, Ontario L7L 5N5