Frequently Asked Questions
Explore answers to the most common questions about our products, services, ordering process, logistics, and customer support. Can't find what you're looking for? Our team is here to assist.
After-Sales Support
5Post-installation support is available through three tiers:
- Essential: Remote helpdesk access + spare parts sourcing
- Professional: Annual PPM + on-site corrective visits + extended helpdesk
- Premium: 24/7 emergency response + unlimited on-site visits + dedicated engineer
Details are on our Services page.
Yes. We maintain an extensive network of spare parts suppliers for CT, MRI, C-Arm, and Cath Lab systems across all major brands. Browse available parts in our Parts Catalogue or contact us with a part number and compatible model — we will respond with pricing and availability within 24 hours.
Yes. Where systems support remote access (most modern CT and MRI platforms do, with the appropriate VPN/network setup), our engineers can diagnose and often resolve issues without an on-site visit. Remote diagnostics are included in all our support packages and can significantly reduce downtime, particularly for facilities outside Western Europe where on-site response times may be longer.
Response times depend on your location and support package:
- Western Europe: typically next business day
- Eastern Europe / Middle East: 2–4 business days
- Africa / South Asia: 3–7 business days
Premium package clients receive a guaranteed 24/7 response with priority engineer dispatch. All clients receive immediate remote support while the on-site visit is being arranged.
Yes. We offer dedicated biomedical and service engineer training covering system architecture, first and second-line fault diagnosis, PPM procedures, and parts replacement. Training can be delivered on-site at your facility or remotely via video. Completion certificates are issued on course completion. Contact us for a training plan tailored to your team’s experience level and the specific system you operate.
Buying Process
7You can request a quote in three ways:
- Click the “Request a Quote” button on any product listing in our catalogue
- Use the Contact page and include the system name, your location, and required specifications
- Email us directly at [email protected]
Our team responds with a detailed proposal — including system condition report, logistics estimate, and recommended service package — within 24 hours on business days.
Yes. We strongly encourage on-site inspection, either in person or via a remote video walkthrough performed by our engineers. We can arrange:
- A live video inspection of the system with a NOVO Imaging engineer present
- A full technical report with photographs, tube usage data, and service history
- An in-person visit to the system’s current location (subject to location and availability)
Typical timelines vary by destination and system type. As a general guide:
- Quote to contract: 2–5 business days
- Deinstallation and crating: 3–7 days
- Shipping (Europe): 5–10 days by road
- Shipping (Middle East / Africa): 2–4 weeks by sea or air
- Installation and commissioning: 3–7 days on site
Total from contract signing to first scan: typically 4–8 weeks for international deals.
Yes — this is one of our most requested services. We maintain an extensive global network of equipment owners, hospitals, and leasing companies. If you describe the modality, brand, configuration, and budget, we will actively source matching systems and present options to you. Most sourcing requests result in at least one viable option within 5–10 business days.
Yes. We accept trade-ins on CT scanners, MRI systems, C-Arms, Cath Labs, and ultrasound systems from all major brands. After a brief technical assessment (via photos and system logs), we provide a trade-in valuation that can be applied as a credit towards your purchase. Visit our Trade-In page to start the process.
A full system demo prior to purchase is generally not possible due to logistics, but we do offer:
- Live video walkthrough with a NOVO Imaging engineer on-site at the system
- Sample image quality data (DICOMs) from the specific system
- Full IQ test results and calibration certificates prior to sale
Yes — we export to 60+ countries across Europe, the Middle East, Africa, South Asia, and Latin America. We are experienced with the import documentation, regulatory clearance, and technical requirements specific to most major markets. Contact us with your country and we will outline the process for your location.
Equipment Quality
6Every system listed in our catalogue has undergone a multi-point technical inspection by OEM-trained engineers, covering:
- X-ray tube performance and remaining life assessment
- Detector calibration and channel integrity check
- Mechanical inspection (gantry, slip ring, patient table)
- Software version audit and licence confirmation
- Image quality testing with phantom measurements
- Dose performance measurements (CTDIvol)
A full inspection report is provided with every system.
All systems are supplied with a minimum 6-month warranty covering major components (tube, detector, power supplies) against defects not disclosed at the time of sale. Extended warranty coverage is available through our service packages (Professional and Premium tiers). Warranty terms are detailed in your sales agreement.
Yes. We provide the complete service history available for each system — including all documented PPM visits, corrective maintenance records, and major component replacements. Where systems have been traded in from known hospital sites, we can often obtain the original OEM service records. The service history is provided as part of the technical due diligence package before contract signature.
We confirm and document all activated software options on each system before listing. The licence inventory is included in the technical specification sheet. If specific software options are required that are not currently activated (e.g. iterative reconstruction, cardiac packages), we can often facilitate the licence transfer or new licence purchase from the manufacturer — this is confirmed and quoted prior to sale.
Our catalogue typically covers systems manufactured between 2012 and 2022. Age alone is not a reliable indicator of system quality — a well-maintained 2014 system may significantly outperform a poorly maintained 2019 one. We focus on tube life remaining, documented service history, and component condition as the primary quality indicators. Every listing includes the manufacture year and our technical assessment so you can make an informed decision.
We stock and source equipment from all major manufacturers:
- Brands: Philips, GE Healthcare, Siemens Healthineers, Canon Medical, Hologic, Varian, and others on request
- Modalities: CT scanners, MRI systems, C-Arms, Cath Lab / Angio systems, Ultrasound, Mammography, PET/CT, and radiotherapy systems
Browse the full inventory on our equipment catalogue.
Payment & Financing
5We accept international bank transfers (SWIFT/SEPA) as the primary payment method for equipment purchases. For smaller transactions, we also accept major credit cards and business payment platforms. Payment is structured as follows: 30% deposit on contract signature, 70% balance before dispatch (or against Bill of Lading for sea freight, by agreement).
Yes — we work with a network of medical equipment finance partners who offer:
- Lease-to-own agreements (typically 24–60 months)
- Operating leases (off-balance-sheet options)
- Deferred payment plans for qualified institutions
Contact us with your facility type and country and we will connect you with the most suitable finance partner for your region.
Yes. We accept Documentary Letters of Credit (LC) from first-tier international banks for large equipment transactions, particularly for buyers in Africa, the Middle East, and South Asia where LC is the preferred payment mechanism. Our standard LC terms are irrevocable, confirmed, at sight. Contact us and we will provide our full banking details and LC instructions.
Equipment is quoted on an EXW (Ex Works) basis by default — meaning the base price covers the system only at the current location. Shipping, deinstallation, installation, and service packages are quoted separately and itemised in your proposal. This gives you full transparency and allows you to select only the services you need. We can also quote on a fully turnkey DDP (Delivered Duty Paid) basis if preferred.
Yes. We routinely issue proforma invoices for hospital procurement departments, tender processes, and government budget approvals. The proforma invoice includes full itemisation of equipment, services, logistics, and applicable taxes. Contact us with the required format and we will turn it around within 24 hours.
Shipping & Logistics
5Yes — full customs clearance management is included in our logistics service. We prepare all necessary export and import documentation, including commercial invoice, packing list, CE/FDA certificates, country-of-origin certification, and any bilateral trade agreement documentation. For countries requiring additional import licences for medical devices, we advise on the process and can assist with preparation of supporting documentation.
All systems are deinstalled, disassembled to major sub-assemblies, and packed into purpose-built wooden crates lined with moisture-absorbent packaging and foam padding. Fragile components (detector arrays, flat panel detectors) are individually shock-protected. Sea shipments use ISO sea containers with climate-controlled options available. Air freight pallets are shrink-wrapped and shock-mounted.
Yes. All shipments arranged by NOVO Imaging include comprehensive all-risk cargo insurance covering the full replacement value of the equipment from the moment of deinstallation through to delivery at the destination facility. Insurance certificates are provided to the buyer before shipment departs.
Yes. Once your shipment has departed, you receive a tracking link and regular milestone updates (departure, port of loading, in transit, customs clearance, final delivery). Your dedicated project coordinator provides a weekly status update for shipments with a transit time exceeding one week.
All shipments are fully insured against transit damage. In the event of damage on arrival, you should: (1) note the damage clearly on the carrier’s delivery documentation before signing, (2) photograph all damage to crates and equipment, and (3) notify NOVO Imaging within 48 hours. We will manage the insurance claim process on your behalf and coordinate repair or replacement at no additional cost to you.