After-sale Service Policy

1,All HEPOBIO brand products are one year quality guarantee time generally.Longer guarantee time can be refer to detailed offer.

2,We will supply spare parts supports for 5 years at least,and we will notice updated information for products supplied or stop production to our agent and showed them in our official website.

3, If any quality problems such as design, manufacture, function or procedure occur within the guarantee period,HEPO will in charge to maintain or supply spare parts for the equipment in reasonable ways or replacement the equipment if it certified to be needed.
 4,The cost for spare parts is free within guarantee period.It will be charged by reasonable price out of guarantee period.The delivery fees,traffic frees and subsistence fees are charged accordingly or supplied by your side within and out of guarantee time.
 5,The primary positive response should be supplied through phone or email or other reasonable ways within 24 hours after getting the notice from agent or end users.And the details settlement program should be supplied by paper or email in days no more than 6 working days after getting the After-sale support from.
 6,HEPO will provide a lifetime paid maintenance service and technical support for all HEPOBIO products out of guarantee period.And we will share customers the update information for HEPOBIO products or suggest to clients to order the new model.
 7,End users or agent can make phone or fax or email for getting after-sale service for emergency and then fill the After-sale Support Form and send it to us by email or fax in time.
8,HEPO has a self-governed team for deal with after sales or complain business.

2,Complain Policy
 1,End users or agent can make phone or fax or email for complain for emergency and then fill the Complaint Form and send it to HEPO by email or fax in time.The positive response time is same as upon clause in after-sale service.
 2,Customs' questions are first.If the cargo received was breakdown or the package was damaged,HEPO will arrange the new order at once getting the inquiry from agent or purchaser along with pictures or other needed certified documents in our side.And HEPO will bear half freight of sea shipment of this new order without any complain.The duty for the breakdown or damage of the head one can be get from insurance.
 3,Once we delay delivery date,we will bear half freight for sea shipment for this order without any complain.