I. Service Overview

In cross‑border trade of excavator parts, after‑sales guarantee is the core consideration for overseas buyers. Unlike domestic trade, cross‑border orders are confronted with numerous challenges including long transportation lead‑times, high return‑and‑exchange costs, high part‑matching thresholds and difficulties in off‑site maintenance. Many overseas wholesalers and engineering enterprises often suffer economic losses due to ambiguous after‑sales rules, slow response and warranty evasion.

Our company has been deeply engaged in export trade of full‑range excavator parts for years. We supply a wide range of genuine and high‑quality aftermarket replacement parts, serving equipment repair shops, engineering contractors, equipment leasing companies and cross‑border parts wholesalers across the globe. To fully eliminate procurement concerns for overseas customers and avoid cross‑border trade after‑sales disputes, we have established a standardized, transparent and regulated one‑stop cross‑border after‑sales guarantee system. All excavator parts exported by our company are entitled to complete services including tiered warranty, rapid response, logistics risk coverage, free technical guidance and exclusive order protection. We adhere to the after‑sales principles of no hidden clauses, no buck‑passing and full transparency, helping overseas customers purchase with confidence and stock goods without worries.

II. Product Warranty Scope and Warranty Period

In light of service attributes, wear‑and‑tear rate, technical standards of excavator parts and general industry practices, our company implements a refined tiered warranty system. Exclusive warranty standards are formulated for different categories of parts to eliminate ambiguous and verbal warranties prevalent in the industry. All after‑sales rules are documented and standardized to safeguard the legitimate rights and interests of every customer.

1. Core Major Components / Hydraulic Parts / Travel & Swing Transmission Parts (High‑value Core Components)

• Included items: hydraulic pumps, main control distribution valves, travel motors, swing motors, engine assemblies, cylinder block assemblies, crankshafts, turbochargers, hydraulic cylinder assemblies, pilot pumps, main overflow valves and other core precision components.
• Warranty period: 3‑6‑month long‑term warranty after goods depart from port. Warranty duration varies according to part quality grade and will be clearly communicated to customers prior to order placement.
• Warranty coverage: Within the warranty period, in case of manufacturing defects, functional failures or component malfunctions arising from non‑human installation errors, non‑violent disassembly & assembly, non‑overloaded equipment operation and non‑violating operation under harsh working conditions, free replacement, free spare‑part dispatch and free technical inspection are available. Customers bear no component costs.

2. Structural Parts, Undercarriage Parts and Mechanical Load‑bearing Components

• Included items: booms, dipper arms, sticks, connecting rods, equipment brackets, track shoes, bottom rollers, carrier rollers, idlers, drive sprockets, track assemblies, pin shafts, link seats and other structural load‑bearing components.
• Warranty period: 3‑6‑month standard warranty after goods depart from port.
• Warranty coverage: Within the warranty period, in the event of quality problems such as substandard raw‑material quality, manufacturing defects, spontaneous cracking, abnormal deformation, welding detachment and dimensional deviation, free after‑sales replacement and part dispatch services will be provided to ensure normal equipment operation.

3. Regular Wear‑prone Parts, Sealing Components and Maintenance Consumables

• Included items: full‑range oil seals, sealing rings, sealing gaskets, oil filters, fuel filters, air filters, hydraulic filters, drive belts, high‑pressure hoses, bearings, bushings, dust covers and other high‑frequency consumable parts.
• Warranty note: These parts are high‑frequency engineering machinery consumables. Their service performance is heavily affected by working conditions, service hours and maintenance frequency, so no standard warranty applies. Nevertheless, all wear‑prone parts undergo 100% manual‑plus‑machine dual inspection before shipment. Defective and damaged items are strictly screened out to prevent inferior parts from being delivered and reduce customers’ usage losses from the source.

4. Aftermarket Parts / High‑imitation Parts / Brand‑new Replacement Parts / Refurbished Parts

Our company strictly differentiates part quality grades: genuine new parts, high‑quality aftermarket parts, precision high‑imitation parts, genuine refurbished parts and high‑quality used dismantled parts. Before shipment, customers will be proactively informed of quality grades, applicable scenarios and corresponding warranty standards. Mixed sales, concealment of facts and selling inferior goods as premium ones are strictly prohibited. Different quality grades correspond to exclusive after‑sales policies. All terms shall be communicated and confirmed before shipment to fundamentally prevent after‑sales disputes.

III. After‑sales Response Time

To address pain points such as time‑zone differences and inconvenient communication in cross‑border trade, our company has built a 7×24‑hour cross‑border after‑sales response mechanism with dedicated foreign‑trade after‑sales specialists focusing on overseas customer issues, breaking geographical and time‑zone barriers for efficient problem‑solving.

• General inquiry response: Official website online chat, WhatsApp, business email and international social accounts are all accessible for 7×24‑hour real‑time replies to inquiries about part compatibility, warranty rules and after‑sales procedures.
• After‑sales work order handling: After customers submit after‑sales applications together with supporting materials including fault videos, physical photos, part numbers, order numbers and logistics documents, dedicated solutions will be issued within 48 hours, clarifying handling measures, timelines and implementation details.
• Replacement / Refund execution: Upon mutual confirmation of after‑sales solutions, simple cases will be settled on the same day. Replacement orders enjoy priority scheduling and shipment; refund orders go through expedited review to minimize customers’ equipment downtime and stock losses.

IV. Policies for Logistics Damage, Lost Parcels and Transit‑caused Damages

Cross‑border sea freight, air freight and international courier services involve long logistics chains and multiple transit links, which may easily lead to cargo extrusion, damage, dampness, parcel loss and delays. Targeting cross‑border logistics risks, we have formulated comprehensive logistics risk‑coverage rules, assisting customers throughout the process to mitigate procurement losses.

• Application time limit for logistics‑related claims: Within 7 days upon cargo receipt and post‑clearance arrival, customers may submit formal logistics‑related after‑sales applications by providing real‑shot photos of damaged goods, outer‑package damage evidence, waybills and proof of receipt. Failure to report within this time frame will be deemed as acceptance of goods in intact condition.
• Logistics risk assistance: Subject to agreed Incoterms (FOB / CIF / EXW), we will fully assist customers in liaising with international logistics providers, freight forwarders and insurance companies, organizing claim documents and following up claim progress.
• Cost‑effective risk‑coverage solution: For small‑volume or low‑value damaged parts, to save exorbitant international round‑trip freight and time costs, customers do not need to return defective items. Brand‑new replacements will be dispatched free of charge to avoid disruptions to equipment repair and stock sales.
• Pre‑shipment protection: All parts are professionally packaged for cross‑border delivery. Large components are secured with solid wooden frames; precision parts are shock‑proof wrapped with foam; fragile parts receive double‑layer protection; metal parts are treated for rust and moisture resistance to minimize transit damage risks.

V. Return, Exchange and Compensation Rules

Scenarios Eligible for Warranty / Return‑Exchange / Compensation

• Products suffer from factory defects, workmanship flaws, dimensional deviations or functional abnormalities attributable to manufacturing.
• Our operational errors: wrong part numbers, mismatched equipment models, mis‑delivery, omission of goods or quantity discrepancies.
• Brand‑new parts cannot be installed properly, fail to fit equipment or malfunction without human‑caused damage upon arrival.
• Under compliant normal operation within warranty period, parts encounter sudden breakdown, failure or damage covered by warranty provisions.
• Bulk orders suffer from overall quality deviations or non‑compliant specifications.

Scenarios Excluded from Warranty Coverage (General Industry Standards)

• Damage resulting from unauthorized part modification, violent disassembly‑assembly, installation errors or non‑standard installation procedures.
• Part wear, fracture or failure caused by long‑term equipment overloading or operation under extreme harsh conditions such as strong acid‑alkali exposure, heavy dust or water immersion.
• Natural wear, aging and consumption of wear‑prone parts and maintenance consumables during normal service, which constitute routine equipment attrition.
• Mismatched parts resulting from customers’ self‑selection errors and blind procurement without prior verification of equipment models and part numbers.
• Damage caused by unauthorized repair or disassembly of warranted parts, deliberate destruction of component structures, anti‑counterfeit marks or factory labels.
• Cargo damage and order delays caused by force‑majeure events (earthquake, typhoon, flood, war, customs seizure, etc.).

VI. Free Technical After‑sales Support

Beyond component sales, we provide lifelong free technical after‑sales support for global customers. Our team of experienced engineering‑machinery technicians addresses challenges throughout model selection, installation, maintenance and fault diagnosis to help customers cut operation‑and‑maintenance costs. All cooperating customers are entitled to the following free services for life:

• Free part‑number lookup, equipment‑model compatibility verification and matching confirmation for new & old equipment to prevent wrong purchasing.
• Full‑process free installation guidance, disassembly‑assembly instructions, assembly precautions, clearance adjustment and sealing‑process technical support.
• Cross‑reference inquiries for superseded part numbers, upgrade‑and‑substitution proposals for obsolete parts and general‑fit consultation.
• Equipment fault diagnosis, root‑cause analysis for part failures, customized maintenance schemes and complete‑machine parts procurement planning.
• Dedicated technical liaison for bulk‑purchase clients, developing optimized stocking solutions tailored to customers’ operating conditions.

VII. Order Protection and Integrity Commitment

Having served the excavator‑parts foreign‑trade sector for years, reputation and credibility represent our core competitiveness. We consistently uphold integrity and transparent transactions, eliminating bad industry practices and delivering reliable, worry‑free procurement services for global clients.

• Truthful quality disclosure: Full disclosure of part quality, grade, scope of application, new‑used status and warranty standards. No overstatement, concealment or fraud; zero tolerance for selling inferior goods as premium ones.
• Multi‑stage pre‑shipment inspection: Every order undergoes multi‑round manual inspection covering appearance, dimension, workmanship, function and compatibility before dispatch to minimize after‑sales risks.
• Exclusive benefits for long‑term clients: Dedicated after‑sales files are established for long‑term wholesalers and engineering enterprises, granting priority for after‑sales handling, order scheduling and fault response.
• No buck‑passing after‑sales commitment: After‑sales issues complying with warranty terms will be actively resolved without delay, evasion or perfunctory treatment to sustain our long‑term overseas‑market reputation.
• Order privacy protection: Strict protection of customers’ procurement information, equipment data and cooperation records against information leakage, safeguarding customers’ commercial interests.

VIII. After‑sales Appeal and Contact Information

New and existing customers may reach out to us through official channels including website online chat, WhatsApp, international email and WeCom for any questions, objections or appeals arising from order coordination, cargo transportation, product quality or after‑sales processing. Our after‑sales team will follow‑up promptly, verify facts patiently and resolve requests efficiently, fully protecting the legitimate rights and interests of every overseas buyer and ensuring secure, reassuring cross‑border procurement.