After Sale and Complaint

1.After-sale Service Policy

1)All HEPOBIO brand products are one year quality guarantee time generally.Longer guarantee can be negotiated accordingly. 

2)HEPO assures to supplies spare parts or software update service for 5 years at least,and the products updated information will published in HEPO official website in time.

3)If any quality problems occur within the guarantee period,we 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.And it will be charged by reasonable price out of guarantee period.

5)Labor maintenance service can be supplied by HEPO.

6)The delivery fees,traffic frees and subsistence fees will be charged reasonably or supplied by your side within and out of guarantee time.

7)The primary positive response will be supplied through phone or email or other reasonable ways within 24 hours after getting the notice from agent or end users.HEPO will supply settlement program by paper or email within 3 workings after getting the After-sale support from.

8)HEPO provide a lifetime paid maintenance service and technical support for all HEPOBIO products out of guarantee period.And HEPO will inform agent and users the latest products update information.

9)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.

10)HEPO has a self-governed team for deal with after sales or complain business specially.

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 us by email or fax in time.The positive response time is same as upon clause in after-sale service.
 2)Customs’ questions is first.If the goods received was breakdown or the package was damaged,we can arrange the new goods at once getting the inquiry from agent or purchaser along with pictures or other needed certified documents in our side.And we 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 deal after this new delivery.
 3)Once we delay delivery date,we will bear half freight for sea shipment for this order without any complain.