Quality Guarantee and Warranty Policy

Zhengzhou Vtops Machinery Co., Ltd. — Warranty Policy & Customer Care Commitment

Zhengzhou Vtops Machinery Co., Ltd. (hereinafter referred to as “VTOPS”) is sincerely grateful to every customer who places their trust in our equipment and our team.

We are deeply honored to have earned the trust of Fortune Global 500 companies as part of our valued partnerships. This trust inspires us to uphold the same high standards of quality and service for every customer.

We are committed to standing behind every machine we build. This warranty and quality guarantee policy is designed not only to protect your investment, but also to show our dedication to supporting you for the long run.

Before performing any system adjustments, repairs, or modifications, please kindly obtain prior written approval from VTOPS so that we can provide proper guidance and avoid unnecessary risks or costs.

I. Warranty Policy for New Equipment

Warranty Period: Two (2) years (24 months) after goods leave exporter’s factory.
Warranty Coverage: Every machine manufactured by VTOPS is carefully assembled, tested, and inspected to ensure it is free from defects in materials and workmanship under normal use.
Repair Policy: If a defect is confirmed to be caused by materials or manufacturing during the warranty period, VTOPS will sincerely and promptly provide repair services or replacement parts free of charge.

Exclusions (with Respect and Understanding):

Labor Costs: This warranty does not cover labor costs for on-site service, operator training, or installation.
Indirect Losses: Transportation, production downtime, or profit loss are not included.
Misuse and Negligence: Damage caused by improper use, negligence, accidents, or unauthorized modifications is not covered.
Malicious Tampering: If permanent damage occurs due to malicious tampering with HMI touchscreen or PLC software, VTOPS may not be able to offer free repairs — but we will do our best to offer fair and transparent support solutions.

II. Warranty Policy for Used and Refurbished Equipment

Technical Support: VTOPS is always willing to help, even for machines not purchased directly from us. For used or refurbished equipment, we offer limited but sincere technical support.
Applicable Scope: Used equipment refers to machines purchased from third parties or the secondary market that are no longer covered by the original warranty.
Support Policy: Although standard warranty terms do not apply, we will do our best to provide practical guidance and paid service options to help keep your machine running smoothly.

III. Quality Guarantee and Performance Commitment

Quality Assurance:
Every VTOPS machine undergoes strict internal testing to ensure it meets factory quality standards before shipment.
Performance Commitment:
If the equipment does not achieve the performance levels stated in the quotation or contract, VTOPS will carefully review the case and work closely with you to find the best solution.
Customer Responsibility:
To ensure accurate performance, we kindly ask customers to provide detailed product information, container specifications, and environmental conditions before signing the quotation or contract.
Customer Cooperation:
We sincerely appreciate customers’ active cooperation with our technical team during troubleshooting or performance verification. Timely communication and following our technical guidance are essential to resolving issues efficiently.
Failure to provide the necessary cooperation may affect our ability to deliver timely support or warranty service.

IV. General Provisions

Unfortunately, warranty coverage does not extend to losses caused by force majeure (e.g., natural disasters, wars, or policy changes). We sincerely hope such situations never arise.
VTOPS respectfully reserves the final interpretation right of this policy, but we will always communicate with customers in good faith and with empathy.
We truly believe that solving technical issues is a two-way collaboration between VTOPS and our customers. With your kind cooperation and timely feedback, our team can help restore your machine’s performance faster and more effectively.
In case of discrepancies between the Chinese and English versions, the Chinese version shall prevail.

V. Customer Care Commitments

We may not be perfect, but we promise to always do our best to be a trustworthy and supportive partner to every customer.

Long-Term Partnership
VTOPS is more than a supplier — we hope to be your trusted partner. Whether you’re a growing start-up or a global enterprise, it’s our honor to support your success.
Support Beyond Warranty
Even when the official warranty has ended, our willingness to help does not. We will do everything reasonably possible to offer guidance and assistance.
Quick, Human Response
We promise to respond within 24 hours of receiving your service request. Behind every email or message is a real person who truly cares about your situation.
Listening with Heart
Your feedback is a gift to us. We promise to listen sincerely and treat every concern with patience, respect, and kindness.
Knowledge Sharing and Training
To help you use your machine with confidence, we provide free basic training materials and practical guidance tailored to your needs.

We are proud to serve customers in more than 80 countries, including partnerships with Fortune Global 500 companies.
Our slogan — “There is no best, only better” — reflects how we treat every product, every partner, and every service.

Friendly Reminder:

Please keep this policy with your contract and operation manual.
Our service team is always ready to assist you with warmth and professionalism.
Thank you sincerely for choosing VTOPS as your trusted partner.