Warranty Policy

1. Scope of application

This warranty policy applies to equipment, machinery, technical instruments and accessories supplied by QEMIX to its customers. For chemicals, solvents, reference standards, culture media, consumables or single-use products, the equipment warranty may not apply. Such items are handled under the return policy in the event of incorrect delivery, missing goods, damage or a discrepancy with the confirmed information.

2. Warranty period

The warranty period follows the policy of the manufacturer or supplier, or the information stated in the quotation, contract, warranty card or handover documents.

• The warranty period may vary by equipment type, brand and product line.
• Certain instruments or components may carry their own warranty period.
• The warranty period normally starts from the delivery date, the acceptance date or the invoice date, as agreed.

3. Warranty conditions

A product is considered for warranty service when it meets the following conditions:

• The product is still within its warranty period.
• The product was supplied by QEMIX or is covered by valid proof of purchase from QEMIX.
• The fault arises from a technical defect, a component defect or a manufacturing defect.
• The product has been used, installed, operated and stored in accordance with the technical instructions.
• The warranty seal, serial number, product label or identification mark is not torn, erased or altered.

4. Cases not covered by the warranty

QEMIX may decline warranty service in the following cases:

• The product is out of warranty.
• The product has no proof of purchase, warranty card or confirmation from QEMIX.
• The fault is caused by improper use, an incorrect power supply, an unsuitable operating environment or failure to follow the technical instructions.
• The product has been dismantled, repaired, had components replaced or been serviced by a party not authorised by QEMIX or the manufacturer.
• The warranty seal, serial number or product label is missing, torn, illegible, erased or no longer intact.
• The fault results from normal wear and tear, consumables, wearing accessories or components requiring periodic replacement.

5. Policy for laboratory equipment

For laboratory equipment, measuring instruments, analytical instruments or microbiology equipment, QEMIX will help assess the condition of the equipment and advise on a suitable course of action.

• Depending on the fault, the equipment may need to be inspected directly, sent to a technical centre or returned to the manufacturer.
• Some equipment requires a technician to inspect it on site if it is bulky or needs special operating conditions.
• Warranty processing time depends on the severity of the fault, the availability of components and the policy of the manufacturer.

6. Accessories, components and consumables

Accessories, components, sensors, electrodes, lamps, batteries, probes, filter membranes, tubing, gaskets, chromatography columns and consumables may be subject to their own warranty terms.

• Consumables are generally not covered by warranty once used.
• Replacement components may carry a separate warranty period where specified by QEMIX or the manufacturer.
• Items subject to normal wear during use fall outside the scope of the standard warranty.

7. Warranty request procedure

When a product develops a fault requiring warranty service, please follow the procedure below:

• Contact QEMIX and provide the product details, item code and serial number if available.
• Provide proof of purchase, the warranty card, the invoice or the relevant order information.
• Describe the fault in detail, including when it occurred and the conditions of use.
• Send photographs, video or technical information if QEMIX requests them for an initial assessment.
• QEMIX receives the request, assesses the condition and advises how the product should be inspected or submitted for warranty.
• Once the inspection result is available, QEMIX informs the customer of the proposed solution.

8. Warranty processing time

Warranty processing time depends on the product type, the severity of the fault, the availability of components, the inspection location and the policy of the manufacturer or supplier.

• Simple faults can often be assessed and resolved within a short time.
• Faults requiring component replacement, return to the manufacturer or imported parts may take longer.
• QEMIX will keep the customer informed of progress during the warranty process should any issue arise.

9. Warranty and repair costs

For products eligible for warranty, the cost of repair or component replacement is applied in accordance with the warranty policy of the manufacturer or as agreed with QEMIX. For products outside the scope of the warranty, QEMIX can assist with inspection, provide a repair quotation, replace components or advise on a suitable solution at the customer’s request.

• Warranty shipping costs are determined by the cause of the fault and by agreement between the two parties.
• Out-of-warranty repair costs are communicated before any work is carried out.
• The customer is free to accept or decline any proposed out-of-warranty repair.

10. Maintenance and calibration

Beyond warranty service, QEMIX can support customers with maintenance, inspection, cleaning, component replacement or equipment calibration where such services are suitable for the product.

• Maintenance and calibration services may be quoted separately.
• Some instruments require periodic calibration to maintain accuracy in use.
• QEMIX can advise on a maintenance schedule appropriate to the equipment type and frequency of use.

11. Customer responsibilities

To protect your warranty rights, please:

• Keep the invoice, delivery note, warranty card or proof of purchase.
• Use the product in accordance with the technical instructions and for its intended purpose.
• Store the equipment in a suitable environment in terms of temperature, humidity, voltage and safety conditions.
• Do not dismantle, repair or modify the structure of the equipment without guidance.
• Notify QEMIX promptly upon discovering a fault or any abnormal behaviour during use.

12. Changes to this warranty policy

QEMIX may update this warranty policy from time to time to align with manufacturer policies, technical procedures, supply conditions or actual operating requirements. The new version of the policy will be published on the website and takes effect from the date of publication.

13. Warranty support contact

For any request concerning warranty, maintenance, repair or equipment inspection, please contact QEMIX for assistance.