Warranty Policy

Scope of application

This warranty policy applies to all CNC machinery products and their spare parts produced and sold by CATEKCNC. Customers can enjoy the relevant services stipulated in this warranty policy from the date of purchase of the above products of our company.

Warranty period

1. The standard warranty period is 3 years from the date of product delivery and acceptance. During this period, customers can enjoy free warranty service.

2. For some specially customized CNC mechanical products or spare parts, the warranty period may be adjusted according to the specific conditions of the product and the special needs of the customer. The specific warranty period will be clearly stipulated in the contract.

Warranty Coverage

Warranty Content

• Under normal use and maintenance conditions, if the mechanical failure, electrical failure, control system failure, etc. are caused by the quality problems of the product itself, our company is responsible for repairing or replacing the defective parts free of charge.

• For performance issues caused by product design, manufacturing process, etc., the company will provide free technical support and solutions, including but not limited to software upgrades, parameter adjustments, etc.

Warranty Not Covered

• The customer fails to operate, maintain and service the product according to the product manual, resulting in product failure or damage. For example, the equipment is not cleaned or lubricated on time, or it is overloaded.

• Failures or damages caused by customers disassembling, modifying, or repairing the product, or using parts or software not provided by our company.

• Product damage caused by force majeure (such as earthquake, flood, fire, lightning strike, etc.), accidents (such as collision, fall, etc.), third-party behavior (such as abnormal external power supply, improper external environmental interference, etc.).

• The wear and tear of the product's wearing parts, such as cutters, fixtures, grinding wheels, conveyor belts, etc., under normal use are not covered by the free warranty, but the company can provide paid replacement services.

• Failure or damage of the product after the warranty period has expired.

Warranty Service Process

1. Fault reporting: When customers discover that a CNC machine has a fault, they should promptly report the fault to our after-sales support department or the machine salesperson by phone, email or online customer service. When reporting, detailed information such as the product model, number, purchase date, and fault phenomenon must be provided.

2. Troubleshooting: After receiving the customer's fault report, our after-sales support department will contact the customer within 24 working hours and make a preliminary diagnosis of the fault. For some simple faults, the after-sales staff will guide the customer to solve the problem by phone or online video.

3. Repair:

• If the fault cannot be resolved remotely and on-site repair is required, the company will arrange professional maintenance personnel to go to the customer's site for repair as soon as possible based on the distance and actual situation of the customer's location.

• For some small faulty parts or parts that are easy to disassemble and transport, the company may require customers to send the faulty parts to the repair center designated by the company for repair. Customers should properly pack and transport the faulty parts according to the requirements of the company and bear the risks and costs during transportation.

• For equipment or parts that have no repair value or the repair cost is too high, if the user can replace it by himself or wants to seek replacement from his local maintenance organization, our company can remotely ship the corresponding parts to the customer, and the costs and risks during transportation shall be borne by our company.

Services outside the warranty

For equipment outside the warranty scope, we still provide lifelong after-sales support, including replacement of accessories by mail, remote video guidance, on-site repair, etc., but customers need to pay all expenses incurred during the after-sales process, which may include:

• Accessory costs;

• Transportation-related costs;

• Travel expenses for training/maintenance personnel;