Zhongshan Rongjiu Intelligent Manufacturing Co.,Ltd.
After Sales And Warranty Rules
1. Warranty Coverage & Term
The standard whole equipment warranty period is 12 months, commencing on the date of successful on-site installation, commissioning and joint acceptance signed by both parties.
Original core components including servo motors, controllers and sensors are covered under the same 12-month free warranty.
Consumable and wearing parts such as conveyor belts, bearings, sealing rings, cutting tools and air cylinders are excluded from free warranty coverage.
For customized non-standard production lines and exclusive customized software systems, the warranty term shall follow the written agreement signed by both parties.
2. Free Warranty Service Scope
Within valid warranty period, the Company provides free services for failures caused by original factory defects in design, raw materials and manufacturing workmanship:
Free replacement of defective genuine spare parts;
Complimentary on-site inspection, maintenance, equipment calibration and mechanical adjustment;
Free program repair and basic system software upgrade;
One complimentary preventive on-site inspection per warranty year.
3. Exclusions from Free Warranty
No free warranty service shall apply to equipment damage under the following circumstances, and the Company will charge fees for spare parts, labor and travel expenses accordingly:
Damage resulting from improper operation against operation manuals, unauthorized disassembly, modification or refitting without the Company’s written approval;
Malfunctions induced by unstable voltage, lightning strike, flood, fire, earthquake and other force majeure natural disasters or abnormal power supply;
Damage caused by collision, falling, foreign object intrusion, excessive dust, corrosive gas or unqualified production environment at the customer’s facility;
Secondary damage from maintenance performed by third-party technicians or installation of non-original spare parts;
Normal aging and wear of consumable parts;
Equipment faults occurring after the expiration of the warranty period.
4. After-Sales Response & Service Standards
The 7×24-hour after-sales service hotline is available all year round. Professional technical engineers will contact the customer for fault consultation within 15 minutes after receiving a service request.
For emergency shutdown failures of customers located within Guangdong Province, engineers will arrive on-site within 4 hours. For customers outside Guangdong, on-site technical support will be arranged within 24 hours. For overseas clients, remote video debugging is prioritized; overseas technician dispatch can be negotiated if necessary.
Unlimited free remote technical support including video guidance, remote program debugging and fault diagnosis is provided regardless of warranty status.
5. Post-Warranty Service
After the warranty expires, the Company provides lifelong cost-price supply of spare parts and maintenance services for all equipment sold. Customers may sign an annual maintenance contract to enjoy preferential prices, regular scheduled maintenance and priority engineer scheduling for breakdown emergencies.
6. Dispute Handling
Any disputes related to warranty and after-sales service shall be settled by friendly negotiation first. If negotiation fails, disputes shall be submitted to the competent People’s Court in Zhongshan City for litigation.
No. 54, East 4th Road along the River, Torch Development Zone, Zhongshan City
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