Technical Support
Remote technical assistance for troubleshooting and resolving product issues
Service Commitment
Your Trusted After-Sales Guarantee: comprehensive service and support throughout the lifecycle of your RWD equipment.
After-Sales Service Commitment
Product Training
Remote training for the Customer to ensure proper installation and operation.
Repair and Maintenance
Refers to the set of services provided to ensure the equipment remains fully functional, safe and within the performance specifications as defined by RWD
Spare Parts
Guarantee spare parts supply for 3 years from the date the product is discontinued from the market. If supply is impracticable due to force majeure (e.g., raw material scarcity), RWD shall provide alternative solutions
Exceptions of Warranty
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01
Damage occurred by adverse power conditions or environmental conditions
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02
Combining RWD’s Product with reagents or components not explicitly authorized in writing by RWD, where such combination causes failure of or degradation to the performance of RWD’s Product. RWD reserves the right to require the distributor to provide evidence of compliance with authorized components
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03
Tearing or alteration of the serial number, factory label or other signs
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04
Improper or extraordinary use of the Product, improper maintenance of the Product, failure to maintain the Product or failure to comply with any applicable instructions or user manuals provided by RWD
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05
If any servicing was performed or repair was attempted by personnel not authorized by RWD
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06
Products not sold by RWD’s authorized channel are not covered by the free warranty
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07
If any servicing was performed or repair was attempted by personnel not authorized by RWD
Obligation of RWD
RWD shall continue to provide free remote technical support for 3 years from the date the product is discontinued from the market
RWD shall bear costs for quality issues arising during in-warranty products, including parts fees and round-trip freight charges from RWD to the distributor’s address
Limitation of Liability
RWD will provide warranty services for all products in the product packaging under the company’s warranty conditions. This service is limited to products with quality problems identified by RWD engineers
Does not include compensation for the loss of the buyer’s profits and any direct or indirect losses caused by other unexpected circumstances. RWD’s aggregate liability under this agreement shall not exceed the amount paid by the distributor for the products under this agreement, except where prohibited by applicable law
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