Warranty Terms
Warranty Period：All complete machine products are covered by a warranty of 12 months or 2000 operating
hours from the date of ex-factory shipment, whichever comes first.
Warranty Coverage：During the warranty period, we provide free repair and replacement of original factory
parts for defects in design, materials or manufacturing caused by non-human factors. For wear parts, we
only take responsibility for their inherent quality issues; normal wear and tear is not covered under the
warranty.
After-sales Service Methods
Technical Support：We offer 24-hour professional consulting and guidance via the after-sales channel on our
official website, hotline, email and social media platforms to address your product usage inquiries.
Repair Service：Free repair is provided within the warranty period. For malfunctions beyond the warranty
period or outside the warranty coverage, we will conduct paid repairs with a transparent quotation in
advance, using original factory parts or parts of equivalent quality.
When your Tortai machinery needs after-sales service, please contact us through Tortai's officially authorized channels, including the official website, customer service hotline, and social media platforms.
• Valid product information (product nameplate, product photos)
• Valid user information (user's country, full name, contact details)
• Order number + fault evidence (photos/videos)
• Detailed fault description (including the scene when the fault occurred, abnormal performance of equipment functions, and whether the fault is triggered by specific operating environments or conditions)
• Type of request (remote guidance, parts delivery by post, etc.)
We will complete the application review within 24 hours and notify you of the acceptance result or any supplementary information required. Our Customer Service Manager and After-sales Specialists will communicate with you in a timely manner.
For general faults, we will effectively resolve the issue within 7 working days from the date of receiving your after-sales request; for complex faults, the resolution will be completed within 15 working days (including parts allocation). We strive to restore the normal operation of your equipment in the shortest possible time to meet your business needs.
Free after-sales service is not applicable to the following circumstances,and paid services are available upon request
