Only applicable to Optical Fiber Instruments
We stand behind the quality of our Optical Fiber Instruments with a comprehensive service and support plan designed to keep your equipment running efficiently.
Standard 3-Year Warranty
All our Optical Fiber Instruments come with a standard 3-year warranty. If your device requires service during this time due to manufacturing defects or normal operational failures, you are fully covered.
- Comprehensive Coverage: Within the 3-year period, the customer is not required to pay any fees for covered repairs.
- Zero Shipping Costs: All shipping fees (both to China and the return shipment) are fully covered by us during the warranty period.
Remote Support & Troubleshooting
To minimize your downtime, our engineering team will first attempt to resolve any issues remotely.
- Software Solutions: For software-related problems, we will email you the necessary firmware files and instructions for a quick system upgrade.
- Hardware Diagnosis: For hardware issues, our engineers will collaborate with you via email or Skype video to identify the exact broken component.
- Guided Self-Repair: If the repair is straightforward, we will ship the replacement parts directly to you and teach you how to perform the repair on-site.
Factory Repair & Calibration
If a hardware issue is too complex or difficult to repair at your location, the device must be returned to our facility for professional servicing.
- Expert Handling: Our factory technicians will perform all necessary repairs and ensure the device is fully operational.
- Free Labor & Calibration: We never charge additional service fees for calibration or repair work, regardless of whether the device is in or out of warranty.
Out-of-Warranty Shipping Terms
Once the 3-year warranty period has expired, we still provide free repair labor and calibration, but shipping costs are shared.
- Inbound Shipping: The customer is responsible for paying the shipping fees to send the device to our repair center in China.
- Outbound Shipping: We will cover the return shipping fees to send the repaired device back to the customer.
Warranty Exclusions
While we strive to provide comprehensive support, the 3-year warranty does not cover damages resulting from the following:
- Unauthorized Repairs: Opening, dismantling, or modifying the hardware without prior authorization or guidance from our engineering team.
- Physical Damage: Damage caused by severe impacts, dropping, water damage, or exposure to extreme environmental conditions outside the device’s operating specifications.
- Improper Operation: Mishandling or failure to operate the equipment in accordance with the provided user manual.
- Normal Wear & Tear: Routine degradation of consumable components (such as batteries or optical connector ports), unless the failure is due to a manufacturing defect.
Note: Please contact our technical support team to initiate a diagnostic session before shipping any equipment back to our facility.