E-Jay Medical is dedicated to providing prompt and reliable support to all our distributors and global clients. We understand that responsive service is critical in the medical industry. With our team of experienced engineers, we ensure that every inquiry is handled with professionalism and precision. Below is an overview of our service policy:

After-sales Service Process

1. Feedback Reception: We receive customer feedback or service requests.
2. Initial Response: A preliminary response will be provided within 24 hours, requesting key details such as product model, serial number, software version, and specific issue description.
3. Solution Offer: We analyze the feedback and provide professional solutions. If necessary, faulty components may be returned to E-Jay Medical for repair or replacement. Shipping responsibilities vary depending on warranty status.
4. Follow-up: We collect feedback after the issue is resolved to ensure satisfaction.
5. Recordkeeping: All service cases are documented for internal quality tracking.

Freight Policy

• Within Warranty:
• The customer is responsible for freight, insurance, and any customs duties when shipping equipment to E-Jay Medical.
• E-Jay Medical will bear the cost of shipping replacement or repaired items back to the customer.
• After Warranty:
• The customer bears all transportation, insurance, and related costs for sending and receiving equipment.

Technical Training

1. On-site Training in China:

E-Jay Medical offers free technical training at our facilities in China. Training covers installation, operation, and maintenance. Certificates will be awarded upon completion.

2. Remote Technical Support:

Customers can access lifetime technical support via email, phone, or online meeting platforms.

3. On-site Global Support:

For specific project needs, our engineers can be dispatched for overseas installation, commissioning, and training, as agreed in the sales contract.