Warranty & After-Sales Service
Every Hongxiang CNC metal spinning machine is covered by a 12-month warranty from the shipment date, backed by free lifetime online technical support and maintenance consulting.
- 12 months Warranty on new machines, counted from the shipment date
- 1 business day Typical reply to an after-sales request, 2 business days at most
- Lifetime Free online technical support and maintenance consulting
- Up to 3 years Extended warranty, USD 1,000 per additional year
12-Month Warranty Coverage
What is covered, and for how long.
Within 12 months from the date the machine is shipped, if a covered part fails because of a material, manufacturing, assembly or quality defect under normal use, Hongxiang provides free online maintenance support or a free replacement part. We stay with you online until the machine has been tested completely in working condition and confirmed by the customer.
The free-replacement scope covers the following parts:
- CNC system (KY-808XY)
- Main motor
- Servo motor
- Ball screw rod
- Guide rail
- Original factory standard accessories
Not covered by the free-replacement list
- Wear parts and consumables — rollers, mandrels, belts, seals and similar items are not in the free-replacement list.
- Damage caused by misuse, accidents, unauthorized modification or repair, or human error.
- Damage resulting from external human actions or events beyond the seller's control.
- Force majeure — natural disasters (earthquakes, tsunamis, extremely hot or cold weather) and abnormal social events (war, riots, government restrictions).
Costs & Responsibility
Who pays for what — during the warranty period and after it ends.
| Item | Within 12 months of shipment | After 12 months |
|---|---|---|
| Replacement parts | Free of charge. Hongxiang bears the cost of maintenance materials for confirmed defects in the covered parts list. | Paid by the customer. Spare parts can be ordered from Hongxiang, or sourced locally if you prefer to compare cost. |
| Freight of replacement parts | New replacement units are shipped by air or international express at the customer's cost. | Paid by the customer. |
| Customs clearance fee and import tax in the customer's country | Borne by the customer. | Borne by the customer. |
| Online technical support and maintenance consulting | Free. | Free — provided for the lifetime of the machine. |
| Overseas engineer service (installation, training, repair) | USD 200 per engineer per day, plus travel and living costs covered by the customer. | USD 200 per engineer per day, plus travel and living costs covered by the customer. |
Overseas engineer service — USD 200 per engineer per day
When an engineer has to travel to your workshop for installation, commissioning, operator training or a repair, the service charge is USD 200 per engineer per day. The customer also covers the following costs:
- Travel cost outside China, including round-trip flights, taxi or train, and other travel expenses.
- Accommodation and meals — at least a three-star hotel with air conditioning.
- Transportation from the engineer's living place to the workplace, plus language support.
- Insurance for the engineer outside China.
- Any spare parts or replacement part cost.
- Other necessary costs, such as visa fees.
Free alternative: your operators and engineers are welcome to come to our factory in Zhongshan, Guangdong for free machine training. In that case you only cover your own travel and stay in China.
How to Report a Problem
Three steps to open an after-sales case — with or without a warranty claim.
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1. Contact us
Contact your salesperson directly, or email info@cncspin.com. Either route reaches the same after-sales team.
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2. Describe the problem
Tell us the machine model, when the problem started, and what the machine was doing. A written description is enough to open the case.
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3. Send photos or short videos
Photos of the faulty part and the machine display help our engineers identify the cause on the first reply. A short video of the machine running is welcome.
Response time
- For ordinary work orders during China working hours (Monday to Friday, 09:00–18:00 China time), we give a solution — including a spare-parts availability check — within 1 business day, and no more than 2 business days.
- Requests received outside working hours, on Chinese public holidays, or that cross several time zones may be delayed accordingly. Thank you for your understanding.
- If a replacement part is out of stock or in short supply, we will give you the earliest estimated delivery date in the same reply.
After-sales email: info@cncspin.com
Extended Warranty
Hongxiang accepts an extension of the warranty period up to 3 years, at a surcharge of USD 1,000 per additional year. Ask us to write the extended warranty into your proforma invoice or contract so the coverage start and end dates are recorded from the shipment date.
After a repair or replacement, the machine is tested completely in working condition and confirmed by the customer before the case is closed. The seller is not liable for penalties or damages resulting from human error, external human actions, or events beyond its control as defined in the force majeure clause.
