In strict compliance with the relevant laws and administrative regulations of the People's Republic of China, products sold by our company are eligible for complimentary warranty services for malfunctions occurring under normal operating conditions within the warranty period, starting from the date of purchase (or the date the customer signs the acceptance report). We provide corresponding technical support, technical cooperation, and hotline services for all sold products.
Upon receiving a warranty notification from a customer, if a hardware failure cannot be resolved within 60 calendar days due to factors not caused by the customer and where no reasonable exemptions apply (including but not limited to force majeure or end-of-life status of the equipment), Hagorun may provide a temporary replacement model free of charge, subject to actual spare part inventory and the execution of a loan agreement. The specific implementation rules shall be governed by the warranty clauses in the procurement contract.
Starting from the date of purchase (or the date the customer signs the acceptance report), the complete system of the purchased product is covered by a complimentary warranty for one to five years (depending on the specific warranty terms of the procured goods). Upon expiration of the warranty period, our company will continue to provide dependable and comprehensive services at cost price.
Instrument malfunctions resulting from the following situations are excluded from the complimentary warranty coverage: ● Malfunctions caused by improper use or operation failing to adhere to the instrument instruction manual. ● Self-disassembly or repair attempts by the user after a fault occurs, or repairs conducted by non-authorized service providers. ● Alteration, defacement, or removal of the instrument serial number. ● Artificial damage incurred during equipment utilization due to collisions, water ingress, etc. ● Faults induced by accidental disasters (such as fire, flood, earthquake, lightning strikes, explosions, etc.). ● Damage sustained during transit or relocation by the user.
The Hagorun after-sales service team will respond to the customer and submit a resolution plan within one working day from the time the customer reports the fault. When necessary, technical personnel will perform on-site repairs at the customer's designated location.
Upon completion of the repair work, our after-sales technical engineer and the customer will jointly inspect the performance of the instrument based on its technical specifications. Once requirements are satisfied, the customer shall sign the "Maintenance Record Card" to confirm the operational status of the instrument. Any feedback or additional requirements can be indicated on the card.
Hagorun provides a three-month extended warranty period for parts repaired or replaced under the warranty. If this extended period exceeds the original overall warranty period, the warranty for that specific repaired component remains valid, excluding all other parts of the system.
Repair expenses within the warranty scope shall be borne by our company. In principle, maintenance costs incurred during the warranty period that do not result from product quality defects shall be borne by the customer.