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After-sale Service Policy of our Rotary Encoder Products

Views: 0     Author: Site Editor     Publish Time: 2020-09-28      Origin: Site


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12 Months Quality Warranty

HENGXIANG warrants their products to be free from defects in material and workmanship for a period of 12 months from the date of shipment.

This warranty does not apply to any product which has been subject to misuse, negligence or accidental damage, or if the unit has been subjected to any unauthorised access/modification.

This applies to new products only. There is no provision for warranty on other Encoder Manufacturers repairs.

Terms and Conditions


SHANGHAI HENGXIANG and Customer agree that the terms and conditions identified in this document shall govern exclusively the sale by SHANGHAI HENGXIANG of all products and services .

No addition or any modification to any of the terms and conditions as they appear in this document shall be binding upon SHANGHAI HENGXIANG unless in writing and signed by an authorised representative of SHANGHAI HENGXIANG.


All prices quoted (including repairs, parts, and products sold separately) are FOB SHANGHAI. Any shortages should be notified in writing within 3 days of receipt of goods, otherwise we can accept no responsibility.


All shipping prices listed provide for standard packing for domestic shipping in accordance with SHANGHAI HENGXIANG's standard specifications.

If special packaging is required for export shipment, refer to factory for additional charges.

Penalty Clauses

No contracts or quotations showing penalty clause for failure to meet shipment are acceptable to SHANGHAI HENGXIANG.

Product Changes & Update

Changes in design and improvements in manufacture are constantly being made by SHANGHAI HENGXIANG whenever the company believes that the product will be improved.

No obligations to incorporate these changes in units prior to the change will be assumed. You may call our sale department to get the latest encoder catalogue.

Shipping Weights and Dimensions

Published weights are careful estimates but are not warranted. Dimensions shown in catalogue are approximate.


All written quotations automatically expire unless accepted within sixty (30) days from the date quoted.

All Verbal quotations must be confirmed via Fax or Email - Verbal quotations expire on the same day that they are made.

Lead Time

Standard lead time is 3-5 working days. Expedite service is available upon request. Accessories are generally in stock and available for quick delivery.

Contact customer service to confirm lead times.

Should you need a product faster than the standard lead times allow - this will incur an additional cost.


SHANGHAI HENGXIANG shall not be liable for damage as a result of any delay due to any cause beyond SHANGHAI HENGXIANG's reasonable control including, without limitation, act of war, riot, natural disasters such as earthquake, thunder, wind, flood, etc. and delay in transportation or inability to obtain necessary labour, materials, or manufacturing facilities. In the event of any such delay, the date of delivery shall be extended for a period equal to a time lost by reason of delay.

In no event shall SHANGHAI HENGXIANG be liable for consequential or incidental damages or any expense incurred by the customer attributed to any product sold hereunder.

Returns Policy

Products that have been manufactured or configured to customer specifications are not stocked and may not be returned.

Repairs Policy

We have increased our repair capacity, and now offer a wider range of repair possibilities, with very short lead times.

1) Priority is given to warranty repairs. Only providing that the reason for failure is not found to be application related,

and can be positively identified as a SHANGHAI HENGXIANG quality issue. Warranty repairs should be completed within five working days.

4) OEM repairs, (encoder made by SHANGHAI HENGXIANG), are subject to standard charges and the cost of return shipping, repairs should normally be completed within ten working days.

Each Encoder manufactured by SHANGHAI HENGXIANG is backed by our best-in-the industry 12 months warranty.

If you experience a problem, call our engineers. We can often troubleshoot a problem over the phone and determine if a repair is needed.

If it is necessary to return the encoder for repair, our technicians will perform a complete evaluation and recommend a course of action.

In an emergency situation our technicians can often have your evaluation and repair completed, and ready for return shipment, within a matter of hours after receiving your encoder.

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