After-sale service policy

 (applied in the China mainland)


Thank you for trusting and purchasing “MyRiwell” 3D printer produced by RiWell. Your support driving our company to develop. At the same time , we feel great sorry if our products make you inconvenient. During the process of after-sale service, we make efforts to reduce the inconvenience. 

In the process of using products, you may need to use the 3D models. Welcome to visit our official network( http://www.myriwell.com) and our forum(http://www.xiguashu.net) to choose the model what you like, and you can write and share your feelings of using products, upload and download the information.

To protect your consuming benefits and use our products easily. Please read the following explanation carefully:

1.Quality warranty service

On the date of you purchasing products, we provide the following service for you:

NoteWe use the principle of serving nearby, it means that if there is dealer(after-sale service), you will have the information of the local dealer and the local dealer will provide the service for you instead of our company when you purchase the machine. If there is no local dealer, our company will provide after-sale service for you directly. The following contents according to this principle.

 7 days for returning products without no reason: Include the day that you achieve the product in 7 days, we provide the service of returning goods without no reason, but you have to pay for the transportation expenses.

7days for returning products for quality problems: if the product exists the quality problems because of the reason without being caused by people, we provide the returning products for free includes the day that you achieve the product in 7 days and pay for the transportation expenses.

15 days for changing products for quality problems: if the product exists the quality problems because of the reason without being caused by people, we provide the changing new products for free includes the day that you achieve the product in 15 days and pay for the transportation expenses.

365 days for repairing products for quality problems: if the product exists the quality problems because of the reason without being caused by people, we provide the repairing products and changing the parts for free includes the day that you achieve the product in 365 days, but you have to pay for the transportation expenses.

Quality warranty for the whole lifetime : if the product exists the quality problems because of the reason with being caused by people or doesn’t be suitable for the requirements of repairing for free(Please read the third content“circumstances for not providing repairing service for free”), and after finishing the service of “365 days repairing for free” .We provide the repairing products service. You can consult us for free in the lifetime. You can change the parts by yourself or can send the machine to our company for repairing, but you have to pay for the parts , repairing fee and transportation expenses.

2.The introduction of returning in 7 days and changing in 15 days.

2.1The base circumstance of “7 days for returning products without no reason”.

Make sure the appearance of packaging and the complete parts in the box(Please return the gifts if has), keep the selling state and don’t affect sold again.(The circumstances of affecting being sold again: including but not limited the circumstance of unpacking,electrifying or being used and others ). You won’t have the service if you don’t meet the above requirements.

2.2The introduction of “returning in 7 days” and “changing in 15 days” for quality problems.

You must check the detailed list carefully and check the use of machine. If you find the quality problems, please provide pictures or videos for the after-sale service of our company or the local dealer for confirming.

Make sure the appearance of packaging and the complete parts in the box(Please return the gifts if has) for returning products with the reason not being caused by human .

2.3The circumstance of broken by posting.

Please check the product carefully when you receive it. If you find the product broken, please don’t sign the products and contact us immediately so that we can communicate with courier company. If you find the product broken after signing, according to the third content“circumstances for not providing repairing service for free” for dealing with.

2.4The transportation expenses for returning or changing products.

2.4.1.Please pay for the transportation expenses to send products. We will return the money back as soon as possible after confirming. If you pay for the transportation expenses when you buy the machine, we will return to you all together. 

2.4.2.Our company don’t accept any model of cash on delivery, please choose the normal and economic courier company. We only accept the transportation expenses within the range that we send the products to you at first.

2.5.We don’t provide the returning and changing service in the following circumstances.

2.5.1.The products that be returned and changed should have the complete packaging and the parts on the detailed list. If there is something lost, you won’t have the relevant service.

2.5.2. Products have the obvious blot or break up by human.

2.5.3. Products don’t have the quality problems.

2.5.4. Use the consumables not provided by our company.

2.5.5. We only provide the changing service for you if products has been made receipts. 

To avoid to make unnecessary trouble for you, please provide the pictures or videos of products which has quality problems for confirming.

3.Circumstances for not providing repairing service for free:

3.1.Products broken because of using wrong way, mistaken use,abusing use(such as overworking),natural wear,unsuitable maintenance and storage,accident(fire, explosion,water penetration etc.) or natural disasters(thunder and lightning, earthquake,typhoon etc.). Destroy the configurable software that gifted with the machine because of the mistaking use. Some obvious breakdown caused by mistaken use,such as  pouring into liquid,outside pressure,falling etc..

3.2.The mark and parts’ name on the product has been deleted or removed.

3.3.Products and parts are over the time of warranty.

3.4.Products are breakdown for unsuitable setting up, using or use in the abnormal environment(high or low temperature,over wet or dry, high elevation,unstable voltage and current,large zero to earth voltage).

3.5.Products don’t have warranty card and can’t prove the purchase(receipt) ,or be altered.

3.6.Products aren’t breakdown for quality problems(caused by poor transportation).

If you have the above circumstances, please search for help from the relevant responsible party, we don’t take the responsibility of them.

Products can’t work normally because the parts,accessory or software over the warranty period or range. The tarnish,wear and tear and consuming. The above circumstances are not in warranty. They are according to the relevant warranty regulations to be renovated. 

After-sale Service Network Consulting

1.Mr Chen

2.Mrs Lin

3.Mr Yang

4.Mrs Zhang

5.Mr Sun

6.Mr Chen

7.Mr Zhu

8.Mr Li

9.Mrs Dong        Shenzhen AiOuLuo Technology Co.,Ltd

10.Mr Jiang        Nanjing XinQuanSheng Trade

11.Mrs Liu          Shenzhen PuRuiXin Technology Co.,Ltd

12.Mr Li             Shandong Jinan XiangTian Company

13.Mr Zou          Guangzhou HonGen Electronic Technology Co.,Ltd

14.Mr Chen        Guangzhou DeYinKe Technology Co.,Ltd

15.Mr Pan          Shenzhen LiHuaChen Technology Co.,Ltd

16.Mrs Liu          Beijing HouHeGu Education Technology Co.,Ltd

17.Mr Li             Zhongshan YuanDa Printing Equipment Co.,Ltd

18.Mr Peng        Shenzhen SiYan(SiKuTe) Technology Co.,Ltd

19.Mr Chen        SiAo Industry Co.,Ltd

20.Mr Luo          Shenzhen GuoYu Electronic Technology Co.,Ltd

21.Mr Li             Guangxi TuLinYun Technology Development Co.,Ltd

22.Mrs Li            Shenzhen DingXinYi Experience Equipment Co.,Ltd

23.Mrs Kang       RuePu Technology Co.,Ltd

24.Mrs Tan         Shenzhen SiYanXin Technology Co.,Ltd

25.Mrs Cai          YingMei Creation

26.Mr Wu           IP NIKITINA SVETLANA VALENTINOVNA (Reg.ID)

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