Does the 60-Day Satisfaction Guarantee also apply to trial units?

The 60-Day Satisfaction Guarantee applies when the select mechanical foot doesn‘t meet the expectations of the user within the first 60 days after purchase. For experimenting with different feet, trial units are available.

Which products are covered by the Immediate Replacement Service?

The following products are covered:Prosthetics: adapters/structural components (except MPK tube adapters) (within first 2 years) [LL]valves and shuttle locks (within first 2 years) [LL]mechanical feet (within first two years/ sports feet individual warranty periods to be considered) carbon fibre foot plates (within first 2 months) prosthetic covers and footshells (within first 6 months) [LL]gloves and inner hands (within first 6 months) off-the-shelf liners (within first 6 months of wear time)sleeves and socks (within first 3 months of wear time)batteries, battery chargers and power supplies (except Empower battery 757B38 with 12 months warranty) (within first 2 years) Orthotics: orthotic joints and bars (within first 2 years) off-the-shelf braces and supports (within first 2 years) WalkOn family (within first 2 years) batteries, battery chargers and power supplies (within first 2 years)

What coverage periods apply for the Immediate Replacement Service?

The IRS is only available during the defined basic warranty period for each applicable product.

Can I switch to a different product within the Immediate Replacement Service?

The Immediate Replacement Service covers only like‑for‑like replacements; replacing the product with a different type is not possible.

What is the requirement to get a new unit within the Immediate Replacement Service?

Submitting a complaint is a prerequisite for participation in the Immediate Replacement Service to receive a replacement or credit.

Which products are covered by the Expanded Warranty Coverage?

The following products are covered: All Ottobock MPKs (including Kenevo, C-Leg 4, Genium, Genium X3, and Genium X4), Meridium, select upper limb prostheses (including bebionic, speedhand, Michelangelo Hand, DynamicArm, and AxonArm Ergo), C-Brace® and exopulse suit.

Which products are available in the Global Loaner Pool?

There is a wide range of products available to facilitate trials and keep users mobile during service periods. Products included: MPKs, select mechanical feet, MPFs, tube adapters, Myoelectric devices, Myo Plus, myosmart cuff, Bioness, C-Brace, exopulse suit.

Which products are covered by the Global Emergency Support?

In principle, all our products are covered by the Global Emergency Support. The actual support we can provide depends on the specific circumstances – for example the user’s location, duration of stay, loaner availability, access to a certified CPO, and other conditions.

A man is standing at a workbench, holding a prosthetic leg with a Genium X4 in his hands.

After-Sales Services.

Your O&P success, supported at every step. From maintenance to fast part replacements and workflow optimization, our After-Sales Services ensure reliability, efficiency, and peace of mind across all stages of patient care.

We‘ve got this.

Service designed around you.

With clinical, operational, and financial headwinds that are growing by the day, you need more than world-class products. Our After-Sales Service programs and offers are designed to help you not only deliver successful user fittings but also support the success of your business. That's real partnership.

Advantages for your business or workshop:

Enhanced user satisfaction with minimal effort from your team
More time for working with users
Simpler and faster replacement and exchange processes
Even more carefree solutions when choosing Ottobock products

Advantages for cost payers:

Minimization of unforeseeable costs
Full cost control and cost transparency for every process
Reduction in administrative effort

Programs.

Our After-Sales Service programs.

60-Day Satisfaction Guarantee

Unsatisfied user? Rejected reimbursement claim? Or just have concerns about a foot? We get it: Sometimes, you need another option to find the perfect fit. If a mechanical foot doesn‘t meet expectations within the first 60 days after purchase – for any reason – you can return it directly to Ottobock and receive a refund of the purchase price. No additional fees, no questions asked.

Immediate Replacement Service

Even with our high quality standards, one of our products may sometimes need to be replaced – and it shouldn‘t be a time-consuming taks. That‘s why we offer immediate free replacement for many of our key products under warranty. Simply contact our customer service team and we‘ll send you a new unit.

Expanded Warranty Coverage

We know daily use can be tough on (select) prostheses, C-Brace®, and exopulse suit, so we’re extending our warranty coverage to include a range of common scenarios:

Visible corrosion that impacts device functionality
Mechanical damage due to external forces like collisions, foreign object penetration, or misalignment
Components accidentally damaged by overheating or joint overload
Heavy soiling or contamination

When a device gets damaged in one of these ways, send it in and we will fix it at no additional cost.

Global Loaner Pool

To help you ensure the best possible mobility outcomes, we offer a comprehensive pool of around 16,000 loaner products to support multiple key steps in your patients’ care. From product trials to temporary replacements during service, our loaner pool keeps your users moving.

Global Emergency Support

With our worldwide warranty, users can rely on support in the event of an emergency – whether they are at home, traveling, or on a business trip.

After notifying their home medical supply company, Ottobock coordinates the best possible solution together with them.

Services

Core services.

Keeping products in top condition is key to ensuring long-term satisfaction for users and smooth operations for your business. Ottobock’s maintenance and repair services are designed to help you preserve product performance, safety, and reliability throughout their entire lifetime.

To minimize downtime and ensure uninterrupted use and continuity, we also offer a global loaner pool, providing temporary replacement products while yours are being serviced.

Services

Maintenance and repairs

Regular maintenance helps prevent downtime and ensures lasting product performance. Ottobock provides clear maintenance intervals for select products so you can plan service efficiently. During each check, all product functions are tested, worn parts are replaced, and updates or cleaning are completed as needed. In general, all serviceable products can be sent in for inspection at any time.

If additional repair is required, it will also be performed to make the product fully functional and safe for the user.

Outside of the warranty period, we will provide a cost estimate for the required service work before proceeding. Within the warranty period, this service work is free of charge as long as the damage was not caused by non‑compliance with the Instructions for Use.

To keep the warranty coverage valid, maintenance must be performed according to the intervals outlined in the Instructions for Use.

Details

Repairs

Our repair process begins with a complete analysis and function check of the product, followed by professional cleaning. Faulty components are evaluated and either repaired or replaced according to Ottobock’s strict service standards.

If the issue is covered by warranty, the repair is completed at no cost. If not, we’ll provide a detailed cost estimate for approval before proceeding. Once authorized, our technicians perform the repair quickly and to the highest quality standards - so you and your users can rely on the product again without delay.

Repairs — A man is holding a black trouser called exopulse suit in his hands while a woman who's standing next to him is looking at it, too.

Services

Maintenance and repairs

If additional repair is required, it will also be performed to make the product fully functional and safe for the user.

To keep the warranty coverage valid, maintenance must be performed according to the intervals outlined in the Instructions for Use.

Details

Repairs

Services

Maintenance and repairs

If additional repair is required, it will also be performed to make the product fully functional and safe for the user.

To keep the warranty coverage valid, maintenance must be performed according to the intervals outlined in the Instructions for Use.

Details

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FAQs

Frequently asked questions.

The following feet are covered within the 60-Day Satisfaction Guarantee: 1C10 Terion, 1C11 Terion K2, 1C30-1 Trias, 1C40 C-Walk, 1C50 Taleo, 1C51 Taleo Vertical Shock, 1C52 Taleo Harmony, 1C53 Taleo Low Profile, 1C56 Taleo Adjust, 1C58 Taleo Side Flex, 1C59 Taleo Adapt, 1C61 Triton Vertical Shock, 1C62 Triton Harmony, 1C63 Triton Low Profile, 1C64 Triton Heavy Duty, 1C68 Triton side flex, 1C70 Evanto, 1E56 Axtion, 1E57 LoRider (only with pyramid adapter), 1E96 Challenger, F21 Maverick Xtreme AT, F22 Maverick Comfort AT, F23 Maverick Vertical Shock, F24 Maverick junior, LP2-W2 Freestyle Swim, R11 Renegade AT, R16 Renegade LP-AT, VS4 Kintrol, VS5 Restore.

The following products are covered:

Prosthetics:

adapters/structural components (except MPK tube adapters) (within first 2 years) [LL]
valves and shuttle locks (within first 2 years) [LL]
mechanical feet (within first two years/ sports feet individual warranty periods to be considered)
carbon fibre foot plates (within first 2 months)
prosthetic covers and footshells (within first 6 months) [LL]
gloves and inner hands (within first 6 months)
off-the-shelf liners (within first 6 months of wear time)
sleeves and socks (within first 3 months of wear time)
batteries, battery chargers and power supplies (except Empower battery 757B38 with 12 months warranty) (within first 2 years)

Orthotics:

orthotic joints and bars (within first 2 years)
off-the-shelf braces and supports (within first 2 years)
WalkOn family (within first 2 years)
batteries, battery chargers and power supplies (within first 2 years)

Professional support.

You are very welcome to contact your local Ottobock customer service whenever you have any questions or require support.