1. Warranty Scope

The warranty period for our products and equipment is 12-18month If there are any quality problems with the equipment during this period, our company will provide free repair. During the warranty period, if there are any quality problems with the equipment, our company will provide free repair and parts replacement services. If the cause of the failure belongs to the following situations, it is not within the scope of free warranty and the customer must bear the corresponding maintenance costs (to be agreed separately). However, our company will assist in troubleshooting as soon as possible.
➪ The user fails to operate according to the product manual or causes equipment failure
➪ The use environment or purpose exceeds the design requirements of our company's equipment
➪ Problems caused by normal wear and tear of consumable parts
➪ Failure caused by disassembly or repair by personnel not designated or certified by our company
➪ Product accessories not obtained through our company’s official channels
➪ not caused by quality issues of the equipment itself

2. Service interface

Our company provides a WhatsApp service account, a Service Email and a resident regional service interface to quickly respond to customer feedback on equipment usage issues and needs.
➪ WhatsApp service account: +8615010055790
➪ Service Email: service-isp@eternitymed.com
➪ Resident area contact information: provided separately according to the location of the final customer

3. Service Team

Our service personnel have all undergone rigorous technical and service training and have strong professional and technical capabilities and a high sense of service. They can provide customers with quality services only after passing the corresponding assessment.

4. Delivery service

After the goods arrive at the customer's place, they will be unpacked in the presence of designated professionals and counted according to the packing list. If the goods fail to meet the acceptance criteria, our company will replace them with products of the same model, and the losses will be borne by our company.
We will send professional technical service personnel to provide video guidance or on-site installation and trial of the product for free. Our professional technical service personnel will provide guidance and answers to any questions raised by users.

5. Maintenance service

After receiving the maintenance request from the user, our company promises that the response time is 2 hours after the demander raises the problem. If there are quality problems and user operation problems during the operation of the equipment, which need to be solved on site, we will send engineer according to the actual situation to ensure the normal operation of the equipment. After the warranty period expires, our company still provides high-quality services and charges material fees according to cost.

6. User care services

The service team regularly conducts telephone follow-up visits to collect customer needs and suggestions, and provides diagnosis, maintenance and other services for equipment through on-site visits by engineers.

7. Training services

Demonstrate all functions and operations of the product to the user's operators, and provide free technical training on site to ensure that the end user can operate the product in a standardized and safe manner, handle general faults, and perform daily maintenance and upkeep on the equipment. Centralized or on-site training can also be organized according to user requirements .

8. Paid services

After the equipment warranty period expires, our company provides paid equipment maintenance and corresponding services.

9. Other matters

If our equipment is damaged for any reason, please stop using the equipment immediately and contact our company;