1. Service Commitments

• Medevo provides a free trainning course for all produced machine in Shandong & Beijing office, meanwhile Medevo will do her best to offer INSTALLATION MANUAL, OPERATION MANUAL, SERVICE MANUAL by documents or CD to better satisfy customer.

• Medevo provides 2 years guarantee service for all produced machines. Meanwhile, according to the warranty card enclosed in the packing box, the corresponding free warranty period is provided for the main unit from the date of Ex-factory.

2. Return Policy

• Any spare part needs to be returned to Medevo, the following procedures should be carried out:

• Receive the return authorization

• Contact the Customer Service Centre and receive the Return Spare Part Authorization (RSPA) number.

• The RSPA number must be included on the outside of the shipping package. Any returned spare part will not be accepted if there is no Medevo's RSPA number.

• Please kindly provide the detailed information, such as S.N. of the main unit, software version, an efficient description of the reason for return, the correspondence.

3. Charge policy

• Within warranty (non-manufacturing reason excluded): 
  The customer is responsible for freight & insurance charges when the spare part is shipped to Medevo for service (custom charges included). Medevo is responsible for the freight & insurance charges from Medevo to the customer;

• Out of warranty: 
  The customer is responsible for all the freight & insurance charge for returned spare part.

4. Process for the After-sales Customer Service

• We truthfully welcome your valuable comments about our product and service. The general process to deal with your feedback is as follows:

• Receive the feedback from the customer;

• Give the preliminary reply to the customer as soon as possible (in 24 hours) and ask for the detailed information about the product such as the series number of the main unit, the model and version of the main unit, the detailed feedback or question. Meanwhile try the best to get the name and correspondence of the customer for tracing;

• Provide the professional solutions to the feedback. If necessary, the broken part of the unit should be returned to the manufacturer for reparation or replacement. The fee for the shipment depends on different situations, such as whether the product is in the free warranty period or not;

• Ask for the feedback from the customer after the service;

• Achieve the whole process for the service.

Medevo truthfully welcomes your valuable comments about our product and service.