After-sales Support & Warranty

Sinoalta values the long-term stability and maintainability of every system. We provide continuing assistance from product-use guidance and remote technical support to fault diagnosis, factory inspection and repair.

Specific service arrangements depend on the product model, configuration, operating region, project contract and actual equipment condition. Customized equipment and system projects may require a dedicated maintenance, spare-parts and technical-support plan.

Sinoalta equipment includes a standard two-year warranty from the date the goods arrive at the contractually agreed destination, unless a signed quotation, sales contract or project technical agreement states a different project-specific term.

Under normal installation, operation and use, if a fault is confirmed to result from materials, manufacturing or assembly, warranty support includes applicable replacement parts, remote technical support and necessary technical labour within the agreed service route.

Conditions generally outside standard warranty coverage

• Operation that does not follow the product manual or operating requirements.
• Unauthorized disassembly, modification or repair.
• Power, gas supply, ambient conditions or other external utilities that do not meet equipment requirements.
• Damage caused by transport, impact, water ingress, corrosion, contamination or improper storage.
• Wear parts, consumables, filter media, seals and components with a normal service life.
• Force majeure or failures caused by factors unrelated to the product itself.
• Special applications outside the use scope agreed in the contract or technical agreement.

Important: Final warranty responsibility is confirmed from the equipment record, fault information and inspection result.

International freight, destination import clearance, duties, taxes and on-site travel are not included in the standard warranty unless the contract states otherwise. After the warranty period, Sinoalta continues to provide lifetime maintenance support; ageing parts, upgrade parts and agreed freight or on-site service are chargeable.

According to the product type and project requirements, Sinoalta can provide support for installation, operation, maintenance and continued equipment use.

• Product installation and operating guidance.
• Operating instructions and routine maintenance recommendations.
• Parameter setting and operating-status checks.
• Remote technical consultation.
• Software, control-system and data-function assistance.
• Common fault troubleshooting.
• Spare-parts, consumables and replacement-component recommendations.
• Factory inspection and repair coordination.

Technical support is normally provided through email, instant messaging, telephone or video meetings, photographs, video and, where applicable, remote connection. Sinoalta provides an initial response within 24 hours and technical follow-up within 48 hours when the required equipment and fault information is available.

Normal service hours are 09:00–18:00 Beijing time on working days, excluding statutory public holidays in China. Messages can be left outside service hours through WhatsApp or stella@sinoalta.com.

Paid on-site installation is available in Mainland China, Hong Kong and Southeast Asia. Other regions require advance consultation and scheduling. On-site installation and commissioning are quoted separately from the equipment unless expressly included in the contract.

If equipment operates abnormally, stop any action that could enlarge the fault or create a safety risk. To support an effective first assessment, provide the following information:

• Product name, model and serial number.
• Installation location and operating environment.
• Time of occurrence and a clear description of the abnormal condition.
• Alarm messages or error codes shown on the control interface.
• Relevant photographs, video and operating data.
• Actions performed before the fault occurred.
• Power, gas supply, temperature, humidity and other external conditions.
• Troubleshooting steps already completed.

Possible support routes after initial review

• Remote checks and operating guidance.
• Parameter adjustment or system-reset recommendations.
• Component inspection and replacement recommendations.
• Spare-parts shipment planning.
• Software or control-system support.
• Factory inspection and repair recommendations.

Diagnostic boundary: Remote diagnosis is a preliminary technical assessment. When a fault cannot be confirmed remotely, the final cause and service proposal depend on physical inspection of the equipment or affected component.

To request maintenance, inspection or repair, contact the Sinoalta after-sales service channel first and provide the model, serial number, fault description and relevant photographs or video. After an initial technical assessment, we will confirm the recommended next step.

When factory service is required, ship equipment or components only after receiving return authorization and the corresponding packing, transport and documentation instructions.

Following factory receipt, Sinoalta may provide

• Fault inspection results.
• A recommended repair plan.
• A list of components requiring replacement.
• An estimated processing period.
• Confirmation of applicable warranty coverage.
• Where applicable, repair and transport cost information.

Do not ship equipment without return authorization. Unconfirmed consignee details, packing methods, transport documents or equipment condition may delay receipt and processing.

The factory return address, consignee and transport requirements will be issued through formal service information after the repair request is accepted. Out-of-warranty repairs, non-warranty faults, international round-trip transport, import clearance and on-site service costs are confirmed separately according to the actual situation and contract.