Service Policy

Guohexingke Printer After-Sales Service Policy

1. Definition

1.1. DOA: Also known as “Dead on Arrival,” this refers to hardware defects found in newly opened printers. However, failures caused by transportation, external forces, or operation beyond the specified usage parameters are not covered under the DOA policy. Users must submit a DOA‑related after-sales service request within the DOA period. Specific terms shall be governed by the product manual and the sales contract.

1.2. Date of Manufacture: Refers to the date the product was shipped from the factory, not the date of sale by the distributor. The date of manufacture shall be determined by verifying the serial number on the Guohexingke official website.

1.3. Production Date: Refers to the date and time when the product has completed all manufacturing processes on the factory production line, passed inspection, and been packaged into a marketable finished product. The production date is typically indicated on labels affixed to the product’s outer packaging, casing, or frame.

2. Warranty Policy

2.1. Warranty Period Determination

2.1.1. The warranty period shall commence on the date of the product’s first purchase or the date of delivery under the project; if neither the date of first purchase nor the date of delivery can be determined, the invoice date shall prevail. In the absence of a valid invoice, the warranty period shall begin three months after the product’s date of manufacture. The latest possible commencement date for the warranty shall not exceed one year from the product’s date of manufacture.

2.2. Service Method

2.2.1. Small devices such as A4 laser printers, scanners, label printers, and document cameras are covered by a repair‑on‑site service; larger equipment, including A3 laser printers, is serviced on‑site. For specific industries or project‑specific requirements, on‑site service shall be provided in accordance with the terms stipulated in the sales contract.

2.2.2. When the sales contract stipulates on-site service and a hardware failure occurs within the warranty period, the company will dispatch an authorized engineer to the customer’s site for repair. Services such as clearing paper jams, network configuration, and driver installation—non‑warranty‑covered hardware issues—are not included in the free on-site service scope. For service provisions specified in the sales contract, the terms of the sales contract shall prevail.

2.3. Faulty Spare Parts Recycling Policy

The company is required to reclaim defective spare parts that have been replaced free of charge during the warranty period. If such defective spare parts cannot be returned, the company will not provide free warranty service. For specific industries or projects, the spare parts recovery policy shall be governed by the terms stipulated in the sales contract.

2.4. Warranty Terms and Conditions

2.4.1. Warranty Terms for A4 Laser Printers

Product warranty is governed by whichever comes first: the warranty period or the number of printed pages. Consumables, housings, racks, and accessories are not covered under free warranty service. Details are as follows:

a) Warranty Period: Under the product’s specified operating conditions, the standard warranty is one year; if the sales contract provides otherwise, the warranty period stipulated in the contract shall prevail.

b) Warranty page count:

Refer to the product description. If the sales contract contains different provisions, the sales contract shall prevail.

c) Main components: power supply board, engine board, data board, control panel board, adapter board, sensor board, fax board, scan head, motor, laser, fan, solenoid, switch, wiring harness, and other non‑wearable electronic components;

d) Consumable components: paper feed rollers, separation fingers, separation gear assemblies, duplex units, paper discharge assemblies, transfer belts, transfer rollers, fuser assemblies, document feeder paper feed rollers, document feeder separation fingers, document feeder separation gear assemblies, gear sets, rollers, and other wear‑prone mechanical parts;

e) Consumables: toner cartridges, drum units, developer assemblies, and waste toner containers;

f) Accessories: power cable, data cable, user manual, three‑guarantee certificate, warranty card, CD, packaging, stand, etc.

2.4.2. Warranty Terms for Model A3

Product warranty is governed by whichever comes first: the warranty period or the number of warranted pages. Consumable parts, supplies, housings, racks, and accessories are not covered under free warranty service. Details are as follows:

a) Warranty Period: Under the product’s specified operating conditions, the warranty is one year; if the sales contract provides otherwise, the warranty period stipulated in the contract shall prevail.

b) Warranty page count:

Refer to the product description. If the sales contract contains different provisions, the sales contract shall prevail.

c) Major components: power supply board, engine board, data board, control panel board, scan control board, adapter board, sensor board, fax board, scan head, solenoid, fan, motor, laser, switches, cables, and other non‑wearable electronic components;

d) Consumable components: paper feed rollers, separation fingers, separation gear assemblies, duplex units, paper discharge assemblies, transfer belts, transfer rollers, fuser assemblies, developing units, document feeder paper feed rollers, document feeder separation fingers, document feeder separation gear assemblies, gear sets, rollers, and other wear‑prone mechanical parts;

e) Consumables: toner cartridges, drum units, waste toner containers, and binding pins;

f) Accessories: power cable, data cable, user manual, three‑guarantee certificate, warranty card, CD, packaging, stand, etc.

2.4.3. Scanner Warranty Terms

Product warranty is governed by whichever comes first: the warranty period or the number of scanned pages. Consumable parts, the exterior casing, the frame, and accessories are not covered under free warranty service. Details are as follows:

a) Warranty Period: Under the product’s specified operating conditions, the warranty is one year. If the sales contract provides otherwise, the warranty period stipulated in the contract shall prevail.

b) Warranty page count:

Refer to the product description. If the sales contract contains different provisions, the sales contract shall prevail.

c) Main components: data board, control panel, display panel, sensors, scan head, motor, cables, and other non‑wearable electronic components.

d) Consumable components: paper feed rollers, separation fingers, roller assemblies, gear sets, and other wear‑prone mechanical parts.

e) Accessories: power cable, data cable, user manual, three‑guarantee certificate, warranty card, CD, packaging, stand, etc.

2.4.4. Warranty Terms for Label Printers

Product warranty is governed by whichever comes first: the warranty period or the printed page count. The housing, frame, and accessories are not covered under free warranty; details are as follows:

a) Warranty Period: Under the product’s specified operating conditions, the warranty is one year (with a three-month warranty for the print head). If the sales contract provides otherwise, the warranty period stipulated in the contract shall prevail.

b) Warranty period:

Refer to the product description. If the sales contract contains different provisions, the sales contract shall prevail.

c) Major components: power adapter, data board, control panel, display panel, sensors, fans, motors, cables, and other non‑wearable electronic components;

d) Consumable parts: print head;

e) Consumables: ribbons;

f) Accessories: power cable, data cable, user manual, three‑guarantee certificate, warranty card, CD, packaging, etc.

2.4.5. Warranty Terms for the Document Scanner

Product warranty is subject to the warranty period. The following details apply: the housing, chassis, and accessories are not covered by free warranty service.

a) Warranty Period: Under the product’s specified operating conditions, the warranty is one year; if the sales contract provides otherwise, the warranty period stipulated in the contract shall prevail.

b) Accessories: power/data cable, user manual, three‑guarantee certificate, warranty card, CD, packaging, etc.

2.5. Scope of Non-Free Warranty:

a) Products that are beyond the warranty period, or components that have exceeded their specified page count or usage duration;

b) Product failures caused by use beyond the specified parameters, such as unsuitable temperature and humidity conditions, improper voltage, or overload;

c) Product malfunctions or damage caused by improper storage (e.g., rodent infestation, cockroach intrusion, liquid ingress) or the entry of foreign objects;

d) Damage caused by external forces, such as drops resulting in shell damage, frame deformation, or breakage of the document‑feeder glass;

e) Malfunctions or damage caused by the use of non‑genuine consumables, refilled toner cartridges, or other unauthorized supplies;

f) Failures or damages resulting from unauthorized disassembly or replacement of spare parts without the guidance of our company’s service personnel;

g) Consumables were not included when the entire unit was reported for repair;

h) Product damage caused by human factors or force majeure;

i) All other malfunctions unrelated to product quality.

2.6. Terms for DOA Replacement of the Entire Unit

Special Note: If the laser printer, scanner, document camera, or other products you are requesting fall under the DOA (Dead on Arrival) policy, please bring the original consumables included with the device for replacement. The turnaround time for a full-unit exchange is approximately 7–10 business days; in cases of stock shortages, this may be extended to 15–20 business days.

a) For a full-unit DOA replacement, both the factory date and the usage threshold must be met.

b) Printers, scanners, and document cameras exhibit clearly reproducible hardware failures under the product’s defined operating conditions, and such failures cannot be resolved through debugging.

c) The outer packaging and cushioning materials are intact and undamaged;

d) The product components have not been replaced; ensure that all connecting cables and components are in good condition.

e) All accessories, including the warranty card, CD, data cable, power cord, etc., are included;

f) Must use and carry the included consumables (toner cartridge, drum unit, developer unit, waste toner container, ribbon);

2.7. DOA Replacement Policy for Consumables

Special Note: If the requested consumable qualifies under the DOA policy, only the consumable will be replaced; the associated printer or other host equipment will not be replaced. The replacement process typically takes 7–10 business days; in cases of stock shortages, the turnaround may extend to 15–20 business days.

a) DOA consumable replacements include: toner cartridges, drum units, developer assemblies for A4 models, and waste toner containers; binding pins and developer assemblies for A3 models are excluded.

b) Replacement of consumables due to DOA must comply with the requirements regarding the date of manufacture or production and the amount used.

c) The failure is not caused by human factors (such as impacts or scratches to the drum unit), logistics issues, or improper operating conditions (such as unsuitable temperature, humidity, voltage, etc.);

d) The fault is clearly identified, reproducible, and cannot be resolved through debugging;

e) All tamper-evident labels are intact and undamaged, and the chip has not been replaced.

2.8. Situations Where a DOA Claim Cannot Be Filed

a) Those that do not meet the DOA replacement terms for printers or consumables;

b) The issue can be resolved through maintenance and debugging, provided that no component damage is confirmed—such as software incompatibility or loose components caused by transportation.

c) Damage to the product resulting from improper installation or use, or from other external forces, such as damage to the housing, deformation of the frame, or breakage of the document‑platen glass caused by transportation or drops;

d) Scratches or dents on the photosensitive drum, as well as minor toner leakage caused during transportation of the toner cartridge, developer unit, and other components;

e) Product failure or damage caused by improper storage (e.g., rodent infestation, cockroach intrusion, liquid ingress);

f) Product failures caused by use beyond specified parameters, such as unsuitable temperature and humidity conditions, improper voltage, or overload;

g) Product damage caused by force majeure;

h) All other malfunctions unrelated to product quality.

2.9. The foregoing warranty terms apply solely within the mainland territory of the People’s Republic of China (excluding the Hong Kong Special Administrative Region, the Macao Special Administrative Region, and Taiwan). This policy was updated on September 15, 2023, and shall take effect as of the date of such update.