TECHNICAL SUPPORT & WARRANTY POLICY


1. Standard Warranty Service

  • Warranty Period: The whole machine is covered by a 1-year free warranty from the date of product signing and receipt.
  • Warranty Scope: Under the premise of normal use, installation and maintenance, if the product has non-human quality problems or performance failures, free testing, repair and replacement of accessories are provided.
  • Service Method: Repair by mail/drop-off is supported, and no repair-related fees are charged during the warranty period.


2. Paid Extended Warranty Service

  • The warranty can be extended to 2 or 3 years for a fee during the standard warranty period.
  • The same repair services as the standard warranty are enjoyed during the extended warranty period.
  • The extended warranty fee is determined according to the product model and value. For details, please consult the customer service.


3. Technical Support Service

  • Free Online Technical Support: Provide free online services such as product consultation, installation guidance, usage debugging, troubleshooting and remote assistance.
  • On-site Technical Support: If on-site services such as on-site installation, debugging and maintenance by engineers are required, labor fees, transportation fees, travel expenses, accommodation fees and other related fees will be charged according to the actual situation, subject to the quotation.


4. Exclusions from Warranty

  • Human damage: falling, collision, water ingress, dampness, unauthorized disassembly, modification, overload use, etc.;
  • Damage caused by improper operation, improper storage, force majeure (lightning strike, abnormal voltage, natural disasters, etc.);
  • No valid purchase certificate, missing or tampered product serial number;
  • Normal appearance wear and tear, natural aging of consumables and wires;
  • Failures caused by compatibility issues of third-party accessories, software and systems.


5. After-sales Service Process

  • If the product malfunctions, please first contact your corresponding salesperson, or send an email directly to the official after-sales mailbox:
  • Provide purchase certificate, product model, fault description, fault photos/videos;
  • Technical personnel will make an initial judgment and guide online troubleshooting or confirm repair by mail/drop-off/on-site service;
  • If it is within the warranty scope, it will be handled free of charge in accordance with the policy; if it is not within the warranty scope or on-site service is required, the fee will be informed and implemented after mutual confirmation.


6. Other Instructions

The company reserves the final right to interpret and update the content of this policy.