Service & Warranty

SERVICE

Step 1: Contact for Repair Request

Please contact us through the channel from which you purchased the equipment (DISRAD direct sales or authorized dealers), or call our official after-sales hotline, or send an email. To improve communication efficiency, please have the following information ready:

Product model and serial number (usually located on the equipment nameplate)
Purchase date and contract/order number
Detailed description of the fault (e.g., unable to start, unstable speed, abnormal noise, etc.)
Brief description of the equipment operating environment

Step 2: Preliminary Diagnosis

Our after-sales service engineer will make an initial fault judgment based on your description. If the issue involves simple operation or settings, we will guide you via phone, video, or email to try to resolve it, saving you time.

Step 3: Obtain After-Sales Authorization

If it is confirmed that return-to-factory or on-site repair is required, please cooperate by filling out the "After-sales Service Application Form". We will generate a unique repair service order number for you. Please do not send the equipment without authorization; otherwise, we cannot be held responsible for loss or unclear shipping liability.

Step 4: Proper Packaging and Shipping

Cleaning and Handling: Thoroughly clean and disinfect all parts that have come into contact with samples, such as the dispersing tool and container, and ensure there is no hazardous chemical, biological, or radioactive residue. The sender assumes full responsibility for any transportation safety issues or personal injury caused by incomplete cleaning.
Secure Packaging: Use the original packaging or a sturdy carton of equivalent strength, with sufficient cushioning material inside (e.g., bubble wrap, foam) to ensure the equipment does not shake during transit.
Documents Included: Please print out the fully completed "After-sales Service Application Form" and attach it to the packaging along with the goods.

Step 5: Receiving and Repair

Upon receiving the equipment, we will register it and arrange for inspection. We will keep you informed of key milestones during the repair process.

Step 6: Repair Completion and Return

After repair, the equipment will undergo rigorous testing. A "Repair Report" will be provided with the equipment. The equipment will be properly packaged and returned to the address you provide.

2. Customer Precautions

Before first use, carefully read the "Product Instruction Manual" included with the equipment, paying special attention to the installation, operation, and daily maintenance sections.
Keep the product warranty card and proof of purchase in a safe place. These are important documents for your entitlement to free warranty service.
It is recommended to regularly check the wear of the motor carbon brushes (if applicable) and the dispersing tool, and replace or maintain them according to the instructions.
Unauthorized technicians or users are strictly prohibited from disassembling or modifying the equipment, as this will void the warranty and may cause safety risks.

WARRANTY

1. Standard Warranty Commitment

Our company provides a 1 to 3-year whole-unit warranty for the laboratory disperser main units we produce. The warranty period varies depending on the specific equipment model.

Warranty Scope: During the warranty period, if the product fails under normal use due to defects in materials or workmanship, our company will provide free repair or free replacement of faulty parts (excluding labor and post-repair performance testing fees).
Service Method: Depending on the fault situation and customer location, options include remote guidance, return-to-factory repair, or on-site service by mutual agreement.

2. Exclusions from Warranty

The following parts and circumstances are not covered by free warranty service, regardless of whether they occur within the warranty period:

Consumables: Including but not limited to motor carbon brushes, dispersing tools (stator and rotor), sealing rings, bearings, and other parts that are naturally worn through normal use.
Out of Warranty Period: The entire unit has exceeded the warranty period from the date of purchase.
Improper Use: Faults or damage caused by failure to install, store, maintain, or operate the product according to the instruction manual.
Non‑compliance with Conditions: Exceeding the usage conditions agreed upon in the contract or technical agreement (e.g., voltage, ambient temperature, humidity, altitude, etc.).
Unauthorized Disassembly/Repair: The product has been repaired, disassembled, or modified by unauthorized technicians other than DISRAD or its designated dealers.
Non‑Original Parts: Faults or damage caused by using non‑original DISRAD parts, or by replacing components with parts not purchased from DISRAD or an authorized dealer.
Human or Accidental Factors: Damage caused by incorrect input voltage, corrosive liquid intrusion, dropping, collision, or other accidents or human actions.
Force Majeure: Damage caused by natural disasters (e.g., earthquake, fire, flood, lightning strike) or other force majeure events.
Other Non‑Quality Issues: Faults or damage caused by reasons other than product design, manufacturing, or quality issues.

Special Note:
For services that fall outside the warranty scope or period, we will provide you with a detailed charge list (including parts, labor, and shipping costs). Repairs will be arranged only after receiving your written confirmation of acceptance.

We are always committed to providing you with reliable equipment and trustworthy service. If you have any questions, please feel free to contact the DISRAD Customer Service Center.

Desaired(Shanghai) Instrument Equipment Co., Ltd.