Frequently Asked Questions

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 — our typical response time is under one hour during business 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 priority engineer dispatch with a typical response time under one hour during business hours. 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.

Absolutely! We highly recommend conducting an on-site inspection, whether in person or via a remote video walkthrough led by our expert engineers. We offer: – A live video inspection of the system, with a NOVO Imaging engineer on hand to answer any questions. – A detailed technical report that includes photographs, tube usage data, and comprehensive service history. – An in-person visit to the system’s current location, subject to location and availability. Rest assured, we’re here to ensure you have all the information you need before making your decision.

The duration of the purchase process, from receiving a quote to delivery, can vary depending on the destination and the type of system. Here’s a general timeline:

• 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

In total, the time from signing the contract to the first scan is typically 4–8 weeks for international deals.

Yes, this is one of our most requested services. We have a vast global network of equipment owners, hospitals, and leasing companies. If you provide details about the modality, brand, configuration, and budget, we will actively search for suitable systems and present options to you. Most sourcing requests yield at least one viable option within 5 to 10 business days.

Do you offer trade-in allowances for existing equipment?
Yes, we accept trade-ins for CT scanners, MRI systems, C-Arms, Cath Labs, and ultrasound systems from all major brands. After a brief technical assessment (which includes photos and system logs), we provide a trade-in valuation that can be used as credit toward your purchase. Please visit our Trade-In page to begin the process.

Unfortunately, a full system demo prior to purchase is usually not feasible due to logistical challenges. However, we do provide the following options:

• A live video walkthrough conducted by a NOVO Imaging engineer at the system’s location.
• Sample image quality data (DICOMs) from the specific system.
• Complete IQ test results and calibration certificates before the sale.

Do you sell internationally outside of Europe?
Yes, we export to over 40 countries across Europe, the Middle East, Africa, South Asia, and Latin America. We have extensive experience with regulatory clearance and technical requirements specific to most major markets. Please contact us with your location, and we will provide you with detailed information about the process for your country.

Systems are sold “AS IS” however, we provide a robust warranty for the entire project exclusively when our team conducts the installation. This warranty ranges from one to two years, depending on the contract, and guarantees that you receive the highest quality and reliability from your system. Choosing our installation is essential to ensure full protection for your investment.

Yes, we provide the full service history for each system. This includes all documented planned preventative maintenance (PPM) visits, corrective maintenance records, and major component replacements. If systems have been traded in from known hospital sites, we can often obtain the original service records from the original equipment manufacturer (OEM). The service history is included in the technical due diligence package prior to contract signing.

We verify and document all activated software options on each system before listing them for sale. The license inventory is included in the technical specification sheet. If there are specific software options needed that are not currently activated (such as iterative reconstruction or cardiac packages), we can often facilitate the license transfer or purchase a new license from the manufacturer. This will be confirmed and quoted prior to the sale.

Our catalog typically features systems manufactured between 2012 and 2022. However, age alone is not a reliable indicator of system quality. A well-maintained system from 2014 can outperform a poorly maintained one from 2019. We prioritize factors such as remaining tube life, documented service history, and the condition of components as the main indicators of quality. Each listing includes the year of manufacture and our technical assessment to help you make an informed decision.

We stock and source equipment from all major manufacturers, including Philips, GE Healthcare, Siemens Healthineers, Canon Medical, Hologic, Varian, and more upon request.

We provide a variety of modalities, such as CT scanners, MRI systems, C-Arms, Cath Lab/Angio systems, Ultrasound, Mammography, PET/CT, and radiotherapy systems.

You can browse our complete inventory in our equipment catalogue.

No, we currently do not offer any financing or leasing options for our medical equipment. This means that customers will need to purchase equipment outright without the possibility of financing arrangements, leasing agreements, or payment plans. If you have any further questions about payment methods or other concerns, please feel free to reach out to us for more information.

In certain situations, we do accept Letter of Credit (LC) payments. This typically applies to specific transactions or agreements where both parties have mutually agreed that an LC is the most suitable payment method. If you require more information about the circumstances under which we accept LCs or if you would like to discuss a particular transaction, please feel free to reach out to us. We are happy to provide you with further details and assistance.

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.

We ensure that all systems are meticulously deinstalled and disassembled into major sub-assemblies before placing them into specially designed wooden crates. These crates are expertly lined with moisture-absorbent packaging and foam padding to guarantee optimal protection. Fragile components, including detector arrays and flat panel detectors, are individually secured with robust shock protection. For sea shipments, we use shipping containers that include climate-controlled options for added assurance. Our air freight pallets are shrink-wrapped and equipped with shock mounts to ensure safe and reliable transport.

The inclusion of insurance for shipments can depend on the specifics of the customer agreement; however, we firmly advocate for every shipment to be insured. This ensures that all cargo is protected against potential risks during transit, providing peace of mind and security for our customers.

Yes! After your shipment departs, you will receive a tracking link along with regular updates on important milestones, including departure, port of loading, in transit, customs clearance, and final delivery. If your shipment has a transit time of more than one week, your dedicated project coordinator will provide you with a weekly status update.

In some cases, shipments may not be insured in accordance with the agreement with the customer. If you receive damaged equipment in these instances, please feel free to contact us so we can explore available options and provide support.

If you notice damage upon receipt, we recommend following these steps:

1. Clearly document the damage on the carrier’s delivery paperwork before signing.
2. Take photographs of any damaged crates and equipment.
3. Notify NOVO Imaging within 48 hours.

We’re here to assist you and ensure you have the support you need.