To protect customer rights and clarify the responsibilities of both parties, and in consideration of the technical complexity of laboratory testing instruments and the high costs associated with after-sales maintenance, this After-Sales Policy is hereby established. Please read carefully before placing an order.
I. General Principles
This policy applies to all laboratory testing instruments and accessories purchased from our independent website.
After-sales service follows the basic principle of "limited warranty, paid services, and clear responsibilities."
This policy forms an integral part of the sales contract between our company and the customer and is legally binding.
II. Limited Warranty Terms
1. Warranty Period and Coverage
Core Unit: The warranty period is based on the limited warranty time provided in the Proforma Invoice, starting from the date of receipt.
Wear-Prone Parts, Consumables, and Accessories (e.g., light sources, probes, pumps, stylus needles, etc.): Not covered under warranty.
Software: Functional errors are covered under a 6-month warranty starting from the date of receipt.
2. Warranty Coverage
During the warranty period, for failures caused by defects in the product`s own materials or workmanship, we provide:
Repair or replacement of defective parts (as determined by our technical team).
Standard labor services required for repairs (limited to mainland China; see "Warranty Exclusions" below).
After repair, the original warranty period is not extended or recalculated. Replaced parts are covered under the remaining original warranty period or a 90-day warranty from the date of replacement, whichever is longer.
3. Warranty Exclusions (The following situations are not covered under warranty and require paid services)
Human Factors: Including but not limited to damage caused by failure to follow the user manual, improper installation, use of non-original parts/consumables, unauthorized modifications or repairs, accidental drops, impacts, liquid ingress (chemical reagents, water, etc.), or incorrect power connections.
Environmental and Force Majeure: Damage caused by force majeure events such as earthquakes, floods, fires, lightning strikes, voltage abnormalities, or non-standard laboratory environments (e.g., excessive temperature/humidity, dust, corrosive gases).
Natural Wear and Tear: Performance degradation of parts due to normal aging.
Consumables: All clearly labeled consumables and supplies.
Cosmetic Damage: Minor scratches, dents, or wear on the exterior that do not affect product functionality.
Software Issues: Software problems caused by the customer’s computer system environment, viruses, or unauthorized operations.
Non-Failure Issues: Technical support services, including but not limited to instrument calibration, usage consultations, experimental protocol optimization, and software upgrades (excluding patches).
III. Technical Support Service Methods and Limitations
To control after-sales costs, services are provided in the following order of priority and with the stated limitations:
1. First Choice: Remote Technical Support
Free remote guidance via phone, email, or instant messaging tools during business hours on weekdays.
2. Second Choice: Part Replacement (Self-Service by Customer or Local Engineer)
We can provide faulty parts along with detailed replacement guides. Replacement may be performed by the customer’s own engineers with electronic/mechanical expertise, with remote guidance from our team. This method is at the customer’s own risk. If secondary damage occurs, the responsibility lies with the customer.
3. Last Choice: On-Site Service by Our Engineers
Provided only when the first two methods are ineffective and limited to major cities in mainland China.
Requires prepayment of a high on-site service fee, and the customer must bear all travel, accommodation, and meal expenses for the engineer.
Service appointments must be scheduled in advance, and response times may be longer (typically 10–15 business days or more).
IV. Return and Exchange Policy
1. Returns Without Reason Are Not Accepted
Please ensure that the technical specifications of the instrument meet your experimental needs before purchasing.
2. Exchanges Are Generally Not Accepted
If an exchange is necessary due to our shipping error, it may be requested after verification, provided the product is unopened, unused, undamaged, and in original condition. All round-trip shipping costs and any applicable customs duties or handling fees shall be borne by the responsible party.
3. Return Conditions (All conditions must be met)
A written return request must be submitted within 7 calendar days of receiving the goods.
The product has a major, irreparable original quality defect, confirmed in writing/email by our company.
The product is completely unused, unpowered, with all packaging, accessories, and documents intact and undamaged.
The customer shall bear repackaging, inspection, and depreciation fees of no less than 30% of the product value, as well as all shipping costs, insurance, and customs duties incurred during the return process.