After-sales Service And Technical Support

1. Warranty Terms

The warranty period for the complete centrifuge unit is 12 months, commencing on the date of successful on-site acceptance by the buyer. A warranty of up to 24 months applies to the main unit's differential, main drive motor, and core components of the electronic control system. Should any original manufacturing defects arise during the warranty period, we will provide troubleshooting, parts replacement, and on-site commissioning services free of charge.

2. Fault Response Time

We maintain a 24/7 global after-sales service channel, staffed by bilingual engineers to handle service requests from overseas customers around the clock. Upon notification of a fault, we acknowledge the report and conduct a preliminary technical assessment within one hour. Diagnosis is primarily performed via remote video links and remote industrial control system access; over 80% of routine faults can be resolved through remote guidance.

For major breakdowns causing significant downtime that cannot be fully resolved remotely, we implement a tiered on-site service strategy:

1). In key overseas regions where authorized local service providers are established, we immediately dispatch local partner engineers to the site; under normal conditions, they arrive within 5–7 working days.

2). For remote areas without established local service networks, our certified domestic engineers handle cross-border travel procedures, with visa and itinerary arrangements coordinated by us. The timeline for engineers to travel on-site depends on destination country visa and flight conditions, typically taking 10–15 working days to reach the project site.

3). Prior to departure, engineers remain on standby online, simultaneously providing comprehensive maintenance plans and spare parts lists. They guide the customer in advance through preparatory steps—such as equipment shutdown and safety isolation—to minimize total downtime.

3. Spare Parts Supply Guarantee

We have established spare parts transit warehouses in key overseas markets, stocking frequently used components for all models—including wear parts, seals, bearings, and electronic control modules—with local dispatch possible within as little as 48 hours. Our domestic headquarters warehouse maintains a full inventory of centrifuge spare parts; we provide complete documentation for maritime shipping and customs clearance to ensure smooth cross-border transport. Genuine spare parts are available for purchase throughout the equipment's entire lifecycle, with charges for out-of-warranty parts limited to material costs. 4. Installation, Commissioning, and Personnel Training

Upon the equipment's arrival at the project site, we can dispatch engineers to handle positioning, piping connections, and commissioning (both no-load and under-load), as well as final system acceptance. Concurrently, we provide on-site system training for the client's operators, covering basic operation, daily inspection protocols, emergency procedures for abnormal shutdowns, and key maintenance points. We also supply multilingual equipment drawings, operation manuals, and maintenance log templates.

If visa processing for the project location involves long lead times, we offer comprehensive remote guidance for installation and commissioning, coordinating with local technicians on-site to ensure successful equipment startup.

4. Long-term, Full-Lifecycle Operation and Maintenance

1). Establish a dedicated equipment dossier for every exported centrifuge, maintaining complete records of factory specifications, maintenance history, and operational data to facilitate future troubleshooting and servicing;

2). Offer flexible extended warranty options and comprehensive annual maintenance contracts beyond the standard warranty period, alongside value-added services such as major overhauls, bowl refurbishment, and system upgrades;

3). Implement a regular client follow-up mechanism, proactively checking operational status six months and one year after commissioning, and providing recommendations for preventive maintenance.