MEHEN GUARANTEE AND SERVICE TERMS
1. GENERAL INFORMATION
1-1. During the warranty period, MEHEN Company will provide free warranty covering quality problems of machines proved to be defective in workmanship which is not caused due to abnormal or improper usage.
1-2. Please contact our service hotline +86-13222040222 or send email to service@mehen.com directly in case of any damages or defects of the machine. Our engineers will instruct you if you will get direct service from MEHEN or get local service in your region.
1-3. If customer wants any service out of the range in this warranty terms , welcome to consult at our pre-sale hotline +86-13276628000.
1-4. The warranty period shall be subjected to the time on this warranty card. If the period specified on the order contract to purchase the machine (hereinafter referred to as "the contract") is not in accordance with that on warranty card, it should be subjected to the time on the contract. If any product sold out by our reseller without warranty card, the warranty period should be subjected to our factory record.
1-5. Please visit our website https://www.mehen.com for more information concerning our guarantee and service.
2. WARRANTY POLICY
2-1. Keep this warranty card and present it when you require any repair or maintenance of the machine from MEHEN.
2-2. The warranty period starts from the delivery time plus a grace period for transportation to destination. The grace period refers to the time started from delivery of goods at factory to arrival at destination or installation. The grace period will be different according to the model type and the destination where to receive goods or installation time. Please check this link https://www.mehen.com/GuaranteeAndServiceTerms?_l=en and the longest grace period is no more than three months.
2-3. MEHEN can not offer free door to door warranty service in the area without our distributors or service agents. Any warranty (maintenance) service can only be carried out by negotiation and will be charged with additional cost, such as travel expense of engineer. Machines already accepted warranty service, will still have warranty service during warranty period. If the warranty period is terminated within three months, all components replaced can process three months warranty time from the date it was replaced or repaired.
2-4. All components replaced for our machines are owned by MEHEN. If MEHEN doesn’t take it or ask customer to send it back at MEHEN’s cost, the customer can deal with them by him/her self.
2-5. Customers should be responsible for the sanitary system and cold chain storage system of ice cream or raw material. When the machine breaks down, please power on other refrigeration equipment to storage ice cream or raw material. MEHEN will not be responsible for any direct or indirect loss in your material, business and company image.
2-6. Keep the warranty card properly and any lost will not be re-issued.
3. EXCEPTION CLAUSE
The following are not covered by warranty
3-1. Machine without MEHEN logo.
3-2. Components or replaced components which are not got from MEHEN or any agent appointed by MEHEN.
3-3. Daily cleaning and maintenance of machine.
3-4. Wearing parts, consumables including but not limited to belts, plastic spare parts, rubber seal, control panel, out covers, blades, display screen and so on.
3-5. Failure or damage caused due to incorrect installation, operation or working condition with an improper environment (such as suspend or terminate the protector, too high or too low in temperature, over humid, unstable of voltage or current, without well grounding or improper cleaning, lack of seal and so on.)
3-6. Damage caused by accident, misuse and abuse like overload operation.
3-7. Damage caused by bad storage (rats, liquid infiltration) or corrosion and erosion due to storage liquid or food improperly.
3-8. Improper maintenance or lack of regular maintenance.
3-9. Any failure or damage caused by unauthorized repair, modification, or abuse of the machine.
3-10. Damage caused by others service agent with out permit of MEHEN.
3-11. Failure or damage caused by natural disasters.
4. SPECIAL NOTE
4-1. The above terms provide for all responsibility of MEHEN to its products, which can be substituted for any other warranty or responsibility announced or indicated by MEHEN. When the machine is out of work, MEHEN can only carry out repair or replacement according to all terms and regulations stipulated in the warranty card. No other warranty service will be covered unless all mentioned in this warranty card. MEHEN Company will comply with government laws or regulations if any articles should be applied for.
4-2. MEHEN will only take responsibility according to applicable laws and regulations for any direct or indirect loss due to the failure of machine.
4-3. Please email to service@mehen.com and provide with photos or videos of failure so that we can solve the problem quickly.
