Service

Warranty terms

Version 1.1 · As of 1 October 2026

We provide a 24-month warranty for the Tremove™ tremor orthosis. Here you can find out what the warranty covers, the conditions under which it applies and how to report a warranty claim.

1. Warrantor

Fortis Medical GmbH
Erlhofer Straße 61, 95032 Hof, Germany
Business and shipping address: Fuhrmannstraße 11, 95030 Hof, Germany
Email: service@tremove.eu

Fortis Medical GmbH provides the warranty to buyers and distribution partners as the Europe-wide holder of the distribution rights, intellectual property rights and trademark for Tremove™.

2. Scope and duration of the warranty

(1) We warrant that the Tremove™ tremor orthosis will be free from defects in material and workmanship for a period of 24 months from the date of purchase and will function when used as intended in accordance with the instructions for use.

(2) The warranty period begins on the date shown on the proof of purchase.

3. Territorial scope and eligible devices

(1) The warranty applies exclusively to Tremove™ products with a serial number beginning with "TMA" that were purchased from Fortis Medical GmbH or from an authorised distribution partner in Europe.

(2) The warranty can be claimed in all countries to which we deliver (member states of the European Union, Switzerland, the United Kingdom and Liechtenstein).

(3) A basic requirement for processing a warranty claim is proof by means of the proof of purchase (invoice from Fortis Medical GmbH or from an authorised distribution partner in Europe) and the serial number of the product. Without this proof we cannot process a warranty claim.

(4) You can find out where to find the serial number on our returns page.

4. Service in the event of a warranty claim

(1) If a warranty claim is valid, we will replace the defective product with a new product.

(2) The remaining warranty period of the originally purchased product applies to the replacement product.

(3) The replaced product becomes our property.

5. Exclusions

The warranty does not cover:

• the strap as a wearing part. A spare strap is already included in the scope of delivery;
• damage caused by falls or impacts that has affected the housing;
• opened or tampered housings;
• damage caused by exposure to water at a pressure of more than 1 bar (e.g. when diving or jumping into water);
• damage caused by improper use contrary to the instructions for use.

Fortis Medical GmbH will check whether an exclusion applies after receiving the product and will inform you of the result.

6. How to make a claim

1. Report the warranty claim: by email to service@tremove.eu with the serial number (TMA…) in the subject line, a short description of the defect and a copy of the proof of purchase.
2. Send in the product: to Fortis Medical GmbH, Fuhrmannstraße 11, 95030 Hof, Germany, carefully packed.
3. Inspection and replacement: after receipt we will inspect the product and, if the warranty claim is valid, send you a new product promptly.

7. Shipping costs

• Sending the product to us: the customer bears the cost of sending in the defective product. Please send it insured up to a value of €500.
• Sending the replacement product: Fortis Medical GmbH bears the cost of insured shipping to you.
• If the claim is not covered by the warranty, we will inform you. On request, we will return the product to you against reimbursement of the shipping costs.

Note: this provision applies exclusively to the voluntary warranty. If you assert your statutory rights in respect of defects against us as the seller, we bear the shipping costs.

8. Distinction from the right of withdrawal

Independently of this warranty, consumers who buy in our online shop have a statutory right of withdrawal of 14 days. You will find details in our cancellation policy.