2 Year Warranty
BIONEX offers a comprehensive 2 years warranty on main unit of our products from the date of production. Exceptionally, our X-ray machines come with a 14-month warranty. Should any malfunction arise due to quality-related issues within warranty period, BIONEX guarantees free repair services.
-
BIONEX is committed to providing spare parts and support for the products for not less than 5 years from the date of delivery.
-
As a value-added service, offers necessary upgrades during the product’s service period, aimed at meeting the customer’s evolving requirements for function, application, or performance. Please note, this upgrade service may not be applicable to all models.
-
Under our warranty service, once has confirmed that a problem can be resolved by replacing parts, we will dispatch replacements to customers. absorbs the freight cost for shipping these replacement parts. After receipt and replacement with the new parts, customers are required to return the defective parts to BIONEX following our shipping instructions.
-
For services required outside the warranty period, BIONEX will provide a detailed breakdown of service charges at cost price, along with a proforma invoice for payment transfer. Once the service charge is received, BIONEX will undertake the necessary repairs and return the parts to the customer. All repaired parts are tested to ensure they are in optimal working condition before dispatch.
The warranty does not apply in cases where the malfunction results from willful damage, negligence, improper usage, failure to adhere to BIONEX instructions, or unauthorized usage without the BIONEX approval. If BIONEX original serial number label or product identification marks have been tampered with or removed, the warranty becomes void. The 2-year warranty does not cover consumable parts, accessories, or materials of BIONEX equipment. However, customers are entitled to benefits concerning these items under the corresponding warranty provisions provided by BIONEX. Non-produced products or parts are exempted from our warranty policy.
Service Policy
After-sales Customer Service Process
✔ Receive customer feedback.
✔ Provide a preliminary response to the customer within 24 hours, requesting detailed information about the product, including the serial number, model, version of the main unit, and specific feedback or question.
✔ Provide professional solutions based on feedback. If required, the faulty part of the product should be returned to the manufacturer for repair or replacement. Shipping costs will depend on various factors, such as whether the product is within its warranty period.
Solicit customer feedback post-service.
✔ Document the entire process for record-keeping.
Freight Policy
✔ Within Warranty: The customer is responsible for freight and insurance charges when the equipment is shipped to BIONEX for service, including customs charges. BIONEX bears the freight and insurance charges from BIONEX to the customer.
✔ After Warranty. The customer is responsible for freight, insurance, and any other charges for returned product.
Technical Training
✔ BIONEX offers customers free technical training within Portugal, covering equipment installation, operation, and general maintenance. Upon completion of the training course, we issue training certificates to the technical staff.
✔ BIONEX provides free technical support via email, fax, or telephone at any time.
✔ Based on specific order requirements, we can dispatch our technical staff to the customer’s location for onsite installation and training.