Warranty Policy

Last updated: September 9, 2026

This policy explains the warranty, spare-parts and technical-support responsibilities for products purchased directly from FMF Supply. Because our catalog includes standard machines, customized equipment, spare parts, consumables and specially sourced products, the warranty period and remedy may vary by product and order.

Warranty, Spare Parts and Technical Support

Warranty term and order-specific terms

The applicable warranty period, covered components and start date are the terms stated on the product page, quotation, pro forma invoice, order confirmation or another written agreement issued for the order. Order-specific written terms take priority if they differ from this general policy. Customers should request written confirmation before payment when a particular warranty period or service level is required.

Customized machines, production lines, used equipment, special-voltage equipment and specially ordered products may have different warranty terms.

FMF Supply responsibilities

When a support or warranty request is received, FMF Supply is responsible for:

  • Reviewing the order information and the evidence supplied by the customer.
  • Coordinating remote diagnosis with the relevant product or technical personnel.
  • Providing reasonable remote operating, installation or troubleshooting guidance when suitable information is available.
  • For a confirmed defect covered by the applicable written warranty, providing the remedy stated in the order terms. Depending on the product and diagnosis, this may include replacement parts, repair guidance, supplier repair coordination, replacement or another written solution.
  • Confirming in writing, before parts are dispatched or paid work begins, which party is responsible for part cost, freight, import charges, local labor and any other service cost.

What the warranty normally covers

For eligible machinery, warranty coverage normally applies to verified manufacturing defects in covered mechanical or electrical components that arise during normal use within the applicable warranty period. Coverage depends on the diagnosis and the written terms for the order.

What the warranty does not normally cover

  • Consumables and normal-wear parts, including blades, belts, sealing elements and heating elements, unless the order terms expressly include them.
  • Damage caused by incorrect installation, unsuitable power supply or voltage, misuse, improper adjustment, inadequate maintenance or failure to follow operating instructions.
  • Unauthorized modification, dismantling or repair.
  • Damage caused by accidents, corrosion, water, fire, flood, power surge, unsuitable operating conditions or other external causes.
  • Compatibility or performance issues caused by materials, containers or applications that were not disclosed and confirmed before purchase.

Spare-parts responsibility

Replacement-part availability depends on the machine model, component specification, supplier availability and product age. To avoid sending an incompatible part, FMF Supply may require the order number, model, serial number, component label, dimensions, connector details, and clear photos or video.

After compatibility and availability are checked, we will provide the available part information, price when chargeable, estimated dispatch time and shipping terms. Parts for a confirmed covered warranty claim are handled according to the applicable written warranty. Out-of-warranty parts, consumables, upgrades and parts damaged by an excluded cause are normally chargeable. Freight, duties, taxes and local service costs are allocated according to the written solution confirmed before dispatch.

If an original component is discontinued, we may suggest a compatible alternative when one can be verified, but availability is not guaranteed.

Technical-support responsibility

Technical support is normally provided remotely by email, WhatsApp, photographs, video, manuals or other online communication. It may include installation guidance, operating guidance, parameter checks, fault diagnosis and replacement-part guidance appropriate to the available product information.

On-site installation, overseas engineer visits, local technician labor and third-party repair services are not included unless they are expressly confirmed in writing. Any available on-site or paid service must be quoted and agreed before arrangement. Remote guidance does not replace required local electrical, mechanical or safety work by a qualified person.

How to request warranty or technical support

  1. Contact FMF Supply using the email address or WhatsApp number below.
  2. Provide the order number, product model, serial number if available, voltage and operating conditions.
  3. Describe the issue and send clear photos or videos of the machine, control display, component and packaging or shipping damage when relevant.
  4. Keep the machine in a safe condition and do not dismantle or modify it unless instructed.
  5. FMF Supply will review the information, request additional checks if needed, and provide a written diagnosis, next step and cost allocation when the cause can be established.

Support requests are usually reviewed within 1 to 2 business days. Diagnosis, part availability and dispatch time vary according to the issue, product and logistics route.

Customer responsibilities

The customer is responsible for providing accurate order and fault information, operating the product safely, following supplied instructions, using the correct voltage and suitable materials, performing routine maintenance, preserving relevant evidence, and arranging qualified local assistance where required.

Mandatory legal rights

This commercial warranty does not limit any mandatory consumer rights that apply to the order. Returns, refunds and delivery-damage claims are also subject to our Refund Policy and Shipping Policy.

Contact

Email: sales@fmfpack.com
WhatsApp: +86 158 1830 7991
Website: https://fmfpack.com