CHAPTER 1.After-sales service vision
With the aim of protecting the rights and interests of our customers, establish a service process system that can become an industry benchmark, to enhance our company's competitiveness in the foreign trade medical device industry.
CHAPTER 2.Product Warranty Policy
2.1 Introduction to Warranty Scope
2.1.1 Warranty Scope
For products purchased from our company, our company provides free product consultation and maintenance guidance services to customers. During the warranty period, our company will provide warranty services for performance failures caused by customers using the machine in accordance with normal operating methods.
2.1.2 Non-warranty Scope
For the following cases, our company does not provide warranty services
- The product has exceeded the product warranty period.
- Product damage caused by failure to install, use, and maintain the product as required by the product.
- In case of product failure, the customer did not contact our technicians for guidance in time, and without authorization from our technicians, unpacked and repaired the machine, resulting in damage to the machine
- The product is damaged due to accidents or human factors, such as improper voltage input, high temperature, water ingress, mechanical damage, breakage, serious rusting or burning of the product, etc.
- The damage of the product due to force majeure natural factors, such as earthquake, fire, lightning strike, etc.
- The product is damaged during transportation due to transportation, loading and unloading, etc. (Customers can provide photos of the outer packaging of the product and video of unpacking for further judgment)
2.2 Warranty period introduction
Our company gives a certain warranty period to the machine, accessories and consumables, and gives the corresponding warranty period according to the specific product.
2.2.1 Product Warranty Period
Products purchased from our company ，the warranty period is 12 months from the date of signing the contract.Except for beauty instruments and some special products. The handles of some beauty products are consumables and wear parts (parts affected by the environment and use conditions) are warranty within 6 months, such as weight loss product handles, filter elements, batteries, rollers, motors, etc.
2.2.2 Accessories warranty period
Parts obtained from our company ，include purchased parts and free parts by our company during the warranty period,the warranty period are 3 months from the date of shipment by our company . If the original product has been out of warranty, the accessories provided by the previous repair are still in the warranty period, and the warranty service is still provided for the accessories by our company.
2.2.3 Warranty period of consumables
Consumables are products that are easily worn out, and our company does not provide warranty services for consumables. For consumables purchased from our company,If the customer finds that the quality of the consumables have problems or fail to meet the standards of publicity(Subject to the customer's communication with the salesperson when purchasing) within 15 days of receiving the product , customer can contact our salesperson or after-sales personnel for feedback and provide corresponding data proof within 15 days. Our company will deal with it according to the actual situation.
2.3 Introduction to Warranty Methods
Our company has the following three warranty methods for products: technical guidance maintenance, replacement of parts, and sending back for maintenance. For faulty products, our company will give priority to providing maintenance operation guidance.If parts need to be replaced during the maintenance process, our company will provide corresponding parts replacement.If the customer cannot complete the repair locally due to the complex maintenance technology and strict maintenance environment requirements, customer can send it back to our company for repair.
CHEATER 3.Product Service Policy
3.1 service hours
Our service hours are: 7*24 hours service. From Monday to Friday, Beijing time, China, 9:00-18:30 is our normal working time, and there is no need to make an appointment in advance. After receiving the feedback, our after-sales service personnel will contact the customer as soon as possible to solve the problem. Other service hours (evenings, holidays) need to be reserved 24 hours in advance, and the customer will be notified after successful acceptance (another time will be required for unsuccessful acceptance)If the customer's appointment is accepted, but the customer does not show up for the appointment for more than 1 hour, it is necessary to make a new appointment.
3.2 Service Content
3.2.1 Product Consulting
For all products purchased from our company, our company provides customers with free answering services such as product usage consultation, function introduce, usage precautions, and consultation on other product content.
3.2.2 Product Software Installation
For Flat Panel Detector or other products purchased from our company that require install software before use, our company provides online installation or remote installation guidance services .
3.2.3 Product Assembly
For products purchased from our company that need to be assembled after receiving the goods, our company will provide assembly support services with video guidance or online remote guidance.
3.2.4 Product failure repair
For any product purchased from our company, our company provides online maintenance guidance and video maintenance guidance services for performance failures within the scope of warranty.
CHEATER 4.Product return and exchange policy
For products purchased from our company, if customer find that the product does not meet the publicity standards after receiving the goods,receive a faulty machine or the performance failure occurs shortly after receiving the machine. Within a certain period of time, our company provides return and exchange services. The detailed standards are as follows:
|From the date of arriva||Fault Phenomenon||Return and Exchange Policy||Cases where returns and exchanges are not allowed|
|Within 7 days||1. The equipment has a performance failure; 2. The quality problem has been confirmed by our company's inspection||Can be returned, exchanged or repaired for free. Return: our company bears the return cost; Exchange or return for repair: our company bears return cost and re- sending(refer to 5.2 Terms).||1.Any has been disassembled and used, and the appearance has a certain degree of damage (except for quality problems) 2. Unauthorized maintenance, misuse, collision, abuse, accident, alteration, product failure problems caused by incorrect installation. 3. The product exceeds the return and exchange period. 4. The appearance has obvious traces of use, which can be directly identified as used.|
|From the 8th day to the 15th day||Can be returned, exchanged or repaired for free. Return: The customer bears the return cost and customs clearance fee; Exchange or return for repair: the customer bears the return cost, and our company bears the re-sending cost.|
|From the 16th day to the warranty period||Only exchange is supported, return is not supported. According to the specific situation, our company will give guidance. Free maintenance is supported.|
|within 15 days||After receiving the goods, it is found that the purchased product does not meet the advertised standard (subject to the standard when the salesperson communicates with the customer)||If it is verified that it is indeed false advertising from our company, it can be returned and exchanged. Our company bears the return and exchange cost.|
|From the 16th day to the warranty period||If it is verified that it is indeed false advertising from our company,, it can be returned and exchanged. Returns,:the customer bears the return cost, and our company will refund the goods after receiving the goods. Exchange:the customer bears the return cost, and our company bears the re-sending cost.|
Note: No new product will be issued if the returned product is not received, and no refund will be given if the product is not received. The same applies to repair parts or components.
CHEATER 5. Description of product maintenance costs
5.1 Explanation of replacement parts cost
If it is necessary to replace and send parts during the maintenance process, it will involve parts fee and parts transportation cost. The relevant fee are explained as follows.
5.1.1 Parts cost
During the warranty period, after the verification of the engineer, it is a hardware problem, which cannot be repaired and can only be replaced, and the corresponding accessories will be provided to customer for free. Outside the warranty period, after the verification of the engineer, it is a hardware problem, which cannot be repaired and can only be replaced,Customer needs to pay the corresponding fee for the accessories.
5.1.2 Spare parts transportation cost
During the warranty period, our company bears the freight of sending the accessories, and the customer bears the customs clearance cost. Outside the warranty period, the customer is responsible for the freight and customs clearance cost of the accessories.
5.2 Description of the cost of returning the product to the factory
In the process of maintenance service, after-sales problems that cannot be directly solved by operating instructions and replacement parts, or some precision instrument maintenance requires strict maintenance environmental conditions, the customer's location does not have such conditions, so it cannot be repaired locally, and it needs to be sent back to factory for maintenance.It will involve some cost. The relevant costs are explained as follows.
5.2.1 Shipping costs
During the warranty period, the customer bears the shipping fee of sending it back to our company, and our company bears the shipping cost and customs clearance cost. Outside the warranty period, the customer bears the return shipping and customs clearance costs.
5.2.2 Service cost
Product maintenance within the scope of warranty, our company free maintenance. The cost of repairing products outside the scope of warranty shall be paid by the customer, and the actual repair fee shall prevail. Note: When sending back, customers need to comply with our company's standards for returning products (such as product name, value of goods, etc.) If additional costs are incurred due to non-compliance with our company's return standards, the customer shall bear it.