Warranty & Service Policy
ZJWY Industrial Equipment · applies to all machines shipped worldwide · Last updated: 2026-10
Every ZJWY machine is covered by a 12-month warranty from the date of delivery, covering failures caused by manufacturing or component defects under normal operation. This page states exactly what is covered, what is not, how fast we respond, and how spare parts are shipped — in writing, so there is no guessing.
What the warranty covers
| Item | Detail |
|---|---|
| Coverage period | 12 months from delivery date, all models |
| Covered failures | Non-human-damage faults: defective components, PCB/motor/heater failures, structural defects under normal use |
| Spare parts | Replacement parts provided free of charge for covered failures |
| Technical support | Unlimited remote guidance: video call diagnosis, installation assistance, operation training — for the life of the machine, warranty or not |
| Spare parts availability | Common wear parts kept in stock for at least 5 years after purchase |
What is not covered
| Exclusion | Reason / how to avoid it |
|---|---|
| Human misoperation | Damage caused by operating outside the manual or training — we provide free operation training before shipment to prevent this |
| Water ingress or fire damage | Keep the machine in a dry environment away from open flame |
| Damage during international shipping | All prices are EXW Shenzhen; the buyer arranges freight and bears transit risk. We pack to export standard (see measured packing data for every model), and strongly recommend arranging cargo insurance. If you order through a forwarder, instruct them to insure the shipment |
| Self-disassembly without authorization | Always contact us first and follow our remote guidance; unauthorized teardown voids the warranty on the affected part |
Response time commitments
| Stage | Commitment |
|---|---|
| First response to your message | Within 12 hours during business hours (Mon–Sat, 9:00–18:00 GMT+8); always within one business day |
| Fault diagnosis conclusion | Within 48 hours of receiving your fault description, photos or video |
| Spare parts dispatch | Within 2 business days after the claim is confirmed |
About time zones: our team is based in Shenzhen (GMT+8). Messages sent during your nighttime may be answered the next morning our time — this is normal for cross-border equipment support and is covered by the commitments above.
International spare parts shipping
- We pay the domestic (China) freight for warranty parts from our factory to your freight forwarder or consolidator in China.
- The buyer pays the international leg, as with the original shipment (EXW terms). Most customers combine parts with other purchases or use their regular consolidator to keep the cost low.
- For out-of-warranty purchases, parts are charged at cost; freight terms are identical.
How to claim — 4 steps
- Contact us with your machine model, serial number and a short description of the fault (photo or short video helps the most).
- Remote diagnosis — our engineer guides you through checks by video call or chat, and gives a conclusion within 48 hours.
- Parts confirmed — for covered failures we dispatch free replacements within 2 business days, with a tracking number and an installation video.
- Install with guidance — we stay on call until the machine is back in production.
Frequently asked questions
| Question | Answer |
|---|---|
| When does the warranty start? | On the delivery date of the machine to your forwarder in China. |
| What if the machine arrives damaged? | Report within 7 days with unboxing photos/video. Since terms are EXW we cannot refund transit damage, but we supply the damaged parts at cost and provide full documentation to support your insurance claim. |
| Do you charge for remote support after the warranty ends? | No. Remote technical support is free for the lifetime of the machine. |
| Are consumables covered? | Consumable items (OCA film, molds, silicone pads) wear with use and are not covered, but they are standard, low-cost parts kept in stock. |
| Can I buy extended warranty? | Yes — contact us for extended coverage options on your model. |
Questions about warranty for a specific model?
Real answers within 12 hours, in writing.