After-Sale Service Terms
Thank you for choosing NEWAY Products. In order to ensure you enjoy satisfactory service and rights, NEWAY Industrial Ltd. (hereinafter referred to as NEWAY) makes the following promises on after-sale service. Please read the following terms and restrictions carefully after purchasing NEWAY Products.
to provide 1 year free services and repairs from the delivery of goods (except for the damages caused by human, nature or accident) under normal use.
15-day Guarantee (Defective Product in Initial Stage)
I. If the product has any mechanical problem within 15 days after the client receives it:
1) The client can send the product back to NEWAY. NEWAY will be responsible for the freight.
2) After NEWAY receives the product, NEWAY will test the product to confirm whether there is a mechanical problem. If it is confirmed there is a mechanical problem, NEWAY will send a brand new product with the same model to the client. And the freight will be paid by NEWAY.
3) If the product is not found any problem, the client shall bear all expenses (including shipping charge, customs clearance fee, etc.)
II. If the product is damaged or lost in the transportation to the client:
1) NEWAY will negotiate with the shipping company. The client doe not need to assume responsibility, but shall actively cooperate with NEWAY to collect evidence.
2) After NEWAY makes confirmation with the shipping company, NEWAY will send a brand new product with the same model to the client and bear the freight.
If the product has any mechanical problem after 15 days from the date of receipt and within 1 year warranty:
1) The client can send the product to NEWAY for free repair. The client shall be responsible for the freight.
2) After the repair, NEWAY will send the product back to the client and pay for the freight.
3) If the client is able to make repair locally, NEWAY can provide corresponding parts. Both parties are jointly liable for the needed parts and freight.
After the Warranty:
If the product has any failure after the 1 year warranty:
1) The client can send the product to NEWAY for repair. And the client shall be responsible for the freight.
2) NEWAY will charge for the repair according to failure situation of the product.
3) After the repair, NEWAY will send the product back to the client. And the client shall be responsible for the freight.
4) If the client is able to make repair locally, NEWAY can provide corresponding parts. The client shall bear the charge of parts and freight.
Out of Free Repair:
If the product meets any of the following situation, it is out of free repair (including the product which has 1 year warranty):
1) The product has been dismantled, repaired, altered, or specially adapted without the authorization of NEWAY.
2) The product is damaged by natural factors (such as earthquake, typhoon, flood, war, etc.)
3) The product is damaged due to improper operation or accident.
4) Secondary damage is caused for the client does not pack the product strongly when sending it to NEWAY.
5) NEWAY has the right to refuse if the product is sent to NEWAY directly without any advance communication.
6) Products do not work with some devices due to compatibility issues.
7) After testing, it is found that the failure of the product is caused by connecting with other machine which has failure.
1) If the product can not be sent to the client due to custom clearance problem, NEWAY will try its best to assist the client to provide relevant documents. However, NEWAY does not assume the corresponding responsibility or bear the expenses arising thereof.
2) The client shall send the product to NEWAY by the designated transportation company, or NEWAY will not assume the corresponding responsibility or bear the expenses arising if the product is detained by the customs.
1) The client shall contact the customer service staff of NEWAY in advance before sending the product.
2) The customer service staff will provide a RMA No. to the client within 24 hours and follow up actively (except statutory holiday).
3) After it is confirmed to send back the product to NEWAY, the client shall pack the product strongly and ask the designated transportation company to send the product back to NEWAY Repair Center.
4) The customer service staff will follow up the repair and notify the client of the progress.
5) The customer service staff will inform the client once the repair is finished and send the product to the client.
6) The client shall inspect the product once receiving it after repair. If there is any problem, please contact the customer service staff of NEWAY immediately.
NEWAY Industrial Ltd. reserves the right of final interpretation on the above terms and restrictions.