SERVICE SUPPORT

We currently have a strong after-sales team composed of more than 10 professional after-sales service engineers, providing reliable guarantee for customers' after-sales needs. In addition, with branch offices established in Vietnam, Bangladesh, Cambodia and other regions, we are able to deliver more efficient and targeted after-sales support to our overseas clients.

1. Warranty Period

• Free Warranty: We provide a one-year free warranty service starting from the date of equipment acceptance.

• Lifetime Technical Support: Lifetime technical consultation and guidance are available for all customers.
  
  

2. On-site Maintenance Response Time

• Pearl River Delta Region (Guangzhou, Shenzhen, Dongguan, Zhongshan, Foshan, etc.): On-site maintenance within 12 working hours.

• Other Domestic Regions: On-site maintenance within 48 working hours.

• Overseas Regions with Branches (Vietnam, Bangladesh, Cambodia, etc.): On-site maintenance within 48 working hours after receiving the maintenance request.

• Other Overseas Regions: The response time is subject to specific conditions (such as visa approval progress and local logistics).
  
  

3. After-sales Service Process

In case of equipment malfunction:

1. We will respond within 6 hours upon receiving the customer's maintenance notification and provide remote service support, including fault analysis and troubleshooting guidance via phone calls, video calls and other online means.

2. If the problem cannot be resolved remotely, we will dispatch professional technicians to the customer's site for on-site service within 48 hours (excluding force majeure factors).
   
   

4. Post-warranty Service

• After the warranty period expires, we will still provide free training for the customer's maintenance staff on the daily basic maintenance of the equipment.

• If the customer needs us to perform on-site maintenance after the warranty period, we will prioritize the troubleshooting process, while the customer shall bear the relevant costs (including labor fees and consumables costs).
  
  

5. Warranty Exclusion

We shall not be liable for free warranty services for equipment malfunction, abnormal operation or damage caused by the following reasons, and chargeable services will be provided instead:

1. The equipment has exceeded the warranty period;

2. Malfunction or damage caused by improper operation, failure to follow the operation manual for maintenance, or man-made damage;

3. Damage caused by force majeure events (such as earthquake, fire, flood, etc.).