Medsinglong Egretmed After-sales service contact information
Ⅰ. Service Policy
After-sales service time
Normal service hours: 9:00-24:00 (Monday to Friday GMT+8)，9:00-18:00 (Saturday GMT+8) No need to make an appointment. When we receive the feedback, we will respond with the fastest speed and provide assistance.
Other service hours: Non office time (It need to make an appointment 24 hours in advance. After the appointment is successful, we will notify the customer and process it on time. At the same time, customer must go to the appointment on time. If the customer is not on time for appointment more than 1 hour, it need to book again.)
After-sales service content and problem sloving time
Free consultation on product use: For all products purchased from our company, our company provides free answering services such as product use consultation, function introduction, and precautions for use.
The installation and guidance services of product software: For all Flat panel detector products and other products purchased from our company that require to install the software before use, our company provides installation guidance services online or help install remotely.
The services of Product Assembly: For all products purchased from our company that need to be assembled before use, our company will provide assembly support services with video guidance or remote guidance on the Internet.
The services of product failure repair: For all product purchased from our company that has performance failure within the warranty scope, our company will provide service with Internet online maintenance guidance.
Ⅱ. Warranty Policy
For all products purchased from our company, our company provides free product consultation and remote maintenance guidance services to customers. During the warranty period ,Our company provides warranty service for the performance failure of the product used by the customer in accordance with the normal operation method.
Our company provides warranty services for the products that are carried by our company designated carrier and damages caused by violent transportation, loading and unloading etc during transportation. But customer needs to cooperate with our company to make a claim to the logistics provider and provide relevant evidence,such as the photos and videos of the outer packaging of the received goods and complaint number.
Out of Warranty scope: In the following cases, our company will not provide warranty service and customer need to pay for the service.
1. The time of purchase of the product has exceeded the warranty period.
2. Product damage caused by failure to install, use, and maintain as required by the product.
3. In case of product failures, customer did not contact our technicians in time for guidance and the machines were unpacked and repaired without authorization from our technicians, resulting in damage to the machines.
4. 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.
5. The product is damaged due to irresistible natural factors, such as earthquakes, fires, lightning strikes, etc.
6. The product is carried by our company designated carrier and is damaged during transportation due to violent transport,loading and unloading etc but the customer does not provide supporting materials and complaint number
7 .The product is carried by customer designated carrier and is damaged during transportation due to due to violent transport,loading and unloading etc (Our company can assist with the repair, but the customer should bear the cost)
Non-beauty equipment products: 12 months from the date of signing the purchase contract
Beauty equipment and other equipment accessories: months from the date of signing the purchase contract
Consumables: No warranty service
Ⅲ. Return Policy
The equipment products purchased from our company have performance failure within 15 days after receiving the goods. After the inspection and evaluation by our technician, it is confirmed that the quality of the product itself is a problem. We provide the service of return, exchange or return back to factory repair,The customer need to bear the freight and customs clearance costs for the return of the goods. The detailed standards are as follows:
From the date of arrival within 15 days:
1. Can be returned, exchanged,or repaired.
2. If Return: The customer bears the return freight and customs clearance fee.
3. If exchange or send back to the factory for repair: the customer bears the freight to send back, and our company bears the freight of second delivery.
From the 16th day to the warranty period:
Returns are not supported. The specific handling opinions will be given by our company according to the situation.
Not allow return:
1. The product has been disassembled and used, and the appearance has a certain degree of damage (except for quality problems)
2. Product failure issues arise from unauthorized repair, misuse, collision, abuse, accident, alteration, improper installation
3. The product exceeds the return or warranty period.
4. The appearance has obvious signs of use, which can be directly identified as used.
Ⅳ. Description of product maintenance costs
Parts replacement (After confirmation by ourtechnicians, the parts need to bereplaced)
Underwarranty: Our company provides free accessories and bears the freight of sending; the customer bears the customs clearance fee
Out of warranty: The customer needs to pay for the accessories, shipping cost and customs clearance fee
After confirmation by our technicians, the parts need to be replaced.
Return to factory for repair (The problems that cannot besolved directly by operatinginstructions or replacement parts.Some precision instrumentsrequire strict maintenanceenvironmental conditions, thecustomer's location does not havemaintenance environmentalconditions, resulting in theinability to repair, need to returnto the factory repair)
Underwarranty: Our company provides maintenance services free of charge, bears the customs clearance fee for the return product and the freight of send the repaired product; the customer bears the freight of send back the product and the customs clearance fee for the second receipt.
Out of warranty: All costs of returning to the factory for maintenance are borne by the customer (including but not limited to round-trip shipping fee, customs clearance fees and maintenance service fees, etc.)
inThis policy applies to all customers who purchase products from our company, and the final interpretation right belongs to our company.
The problems that cannot be solved directly by operating instructions or replacement parts. Some precision instruments require strict maintenance environmental conditions, the customer's location does not have maintenance environmental conditions, resulting in the inability to repair, need to return to the factory repair.
NOTED: When returning the product, the customer needs to send it back as required by ourcompany. If the additional cost incurred due to not meeting the standard returned by ourcompany.The customer shall bear for it.
This policy applies to all customers who purchase products from Medsinglong, and the final interpretation right belongs to Medsinglong .