Smartool Global Warranty & After-Sales Policy
Smartool is committed to providing high-quality refrigeration equipment and attentive after-sales service to users worldwide. Based on the market environment and service resources in different regions, we have formulated the following warranty standards and service descriptions:
1. Warranty Overview
| Region | Full Machine Warranty | Compressor Warranty | Parts & Labor | On-Site Service | Video Guidance | Phone Consultation |
|---|---|---|---|---|---|---|
| Europe & North America | 3 years | 3 years | 1 year | On-site service in major cities | Free | Free |
| Asia | 1 year | 1 year | 1 year | On-site service in major cities | Free | Free |
| Middle East | 1 year | 1 year | 1 year | On-site service in major cities | Free | Free |
| Africa | 1 year | 1 year | 1 year | On-site service in major cities | Free | Free |
2. Service Details
Full Machine Warranty
Starting from the date of purchase, if the entire machine has non-human damage or quality issues within the warranty period, Smartool will provide free repair or replacement services.
Compressor Warranty
As the core refrigeration component, the compressor enjoys an independent warranty period. If the compressor malfunctions within the warranty period, it will be repaired or replaced for free.
Parts & Labor Costs
Within the warranty period, Smartool shall bear the costs of required replacement parts and labor. After the warranty period expires, original factory parts support is available, with only cost fees charged.
On-Site Service
On-site repair or equipment inspection services are provided in major cities (such as New York, Los Angeles, London, Paris, Tokyo, Dubai, etc.).
For second-tier and remote areas, video remote diagnosis and mail-in parts support are provided.
On-site service requires advance reservation, with a response usually within 48 hours.
Remote Technical Support
- Video Guidance: Free online video guidance is provided, with technical engineers remotely assisting in operation, inspection, and maintenance.
- Phone Consultation: Customers can obtain product usage, maintenance, and fault handling suggestions through the service hotline.
- Email Support: Customers can send the product serial number and problem description to the official email, and engineers will reply within 1 working day.
3. Extended Warranty & Paid Services
Customers can choose to purchase extended warranty services (extending by 1-2 years) to obtain longer protection for the entire machine and compressor.
For large commercial equipment or customized models, Smartool can provide Annual Maintenance Contracts (AMC) according to customer needs, including periodic inspections and maintenance.
4. Service Terms & Conditions
The following situations are not covered by the free warranty:
- Malfunctions caused by human damage, improper operation, or unauthorized disassembly;
- Equipment using non-original factory parts or undergoing unauthorized repairs;
- Equipment problems caused by natural disasters, abnormal voltage, or transportation damage.
Smartool reserves the right to adjust service policies according to regional market differences.
All repaired and replaced parts enjoy a 90-day repair warranty period.