Warranty & Return

After-Sales Service Policy

• Different products have different warranty periods. And it shall refer to mainframe, warranty for accessories is half-one year, no warranty for consumables in general.
• For customized products, prototype, sales demonstration machine and agent products, the company do not support the return and replacement.

General Policy

 Scope Of After-sales Service

• 1.1 Technical Support: Remote technical assistance for troubleshooting and resolving product issues.
• 1.2 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.
• 1.4 Spare Parts: Guarantee spare parts supply for three (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.

Acceptance of Products

• 2.1 The distributor shall report to RWD with substantiating evidence (including but not limited to pictures or videos about inner boxes, outer boxes and the product ) within seven (7) days of the arrival of products if there is any shortage, damage or discrepancy, otherwise, RWD shall not be liable for any loss.
• 2.2 The distributor shall (i)accept the quality standards fulfilled by the Products, (ii)before use, check whether the packing of the Products is in good order, and (iii)use, maintain, and keep the Products according to the Product’s Instruction for use.

Scope of Warranty

• 3.1 The Standard Warranty Period is specified inAnnex 1 hereof, as may be amended by RWD from time to time. The warranty mentioned in Annex 1 shall refer to the mainframe; no warranty for consumables.
• 3.2 Warranty for accessories sold separately is twelve months.
• 3.3 Free service support shall not apply to the following situations:

• • 3.3.1 Exceeding the warranty period.
  • 3.3.2 Damage occurred by adverse power conditions or environmental conditions.
  • 3.3.3 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.
  • 3.3.4 Tearing or alteration of the serial number, factory label or other signs.
  • 3.3.5Improper 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.
  • 3.3.6 If any servicing was performed or repair was attempted by personnel not authorized by RWD
  • 3.3.7 Products not sold by RWD’s authorized channel are not covered by the free warranty.
  • 3.3.8 Product failure due to force majeure, such as labor strikes, floods, etc.

Obligation of RWD

• 4.1 RWD shall continue to provide free remote technical support for three (3) years from the date the product is discontinued from the market.
• 4.2 RWD service specialist shall reply within twenty-four (24) working hours and offer a workable solution within forty-eight (48) working hours after receiving the repair demand or technical inquiries.
• 4.4 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.

Obligation of Distributor

• 5.3 The distributor shall be responsible for all expenses for products beyond the warranty period, including but not limited to parts fees, labor fees, round-trip freight charges and customs costs.
• 5.6 The distributor shall protect the proprietary information provided by RWD, such as technical documents, customer data.

Limitation of Liability

• 6.1 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.
• 6.2 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.

For Distributors

• 1.3 Product Training: Remote training for the distributor’s staff to ensure proper installation, operation, troubleshooting and repair of the products.
• 4.3 RWD shall provide remote up to three (3) product training sessions per calendar year at no additional cost, including installation, operation, troubleshooting and repair.
• 5.1 The distributor shall be responsible for providing technical support for the products sold to the end-user, including but not limited to installation, training, troubleshooting and repair.
• 5.2 The distributor should respond promptly to the end-user product complaints and submit to RWD within twenty-four (24 ) hours with abnormal information (such as SN, malfunction description, pictures, video, etc).
• 5.4 The distributor shall be responsible for all expenses arising in the process of providing service to the end-user, including but not limited to labor costs, travel expenses and freight charges.
• 5.5 The distributor shall retain the end-user’s product-handling records and submit them to RWD. The record information shall include, but is not limited to, product name, model, SN, fault description and solution.
• 6.3 No other warranties are made by the distributor. Distributor shall make no warranties, express or implied, concerning the Products, other than the limited warranty outlined in Section 1, without the prior written authorization of RWD.

For Customers

• 1.3 Product Training: Remote training for the Customer to ensure proper installation and operation.
• 4.3 RWD shall provide one-time remote product training about installation and operation at no additional cost after the equipment arrives.
• 5.1 The Customer shall operate and maintain the equipment strictly according to the user manual provided by RWD.
• 5.2 In the event of equipment failure, the Customer shall immediately cease operation and notify RWD in writing or through designated channels within 24 hours with abnormal information (such as SN, malfunction description, pictures, video, etc).

• 7 Validity and Amendments

  • 7.1 This commitment takes effect from [2025-10-13] to[2026-10-13]
  • 7.2 RWD reserves the right to update this policy, with changes notified via Service@rwdls.com

Annex 1: Warranty Period

Email:service@rwdstco.com