Aftersales Policy

Last Updated: [April 8, 2025]

Our comprehensive aftersales policy ensures customer satisfaction by offering seamless exchange and repair services for products within specified terms. Customers can request an exchange within 30 days of purchase for defective or damaged items, while repairs are available throughout the warranty period. Our dedicated support team guarantees prompt resolution, prioritizing quality assurance and minimal downtime.

 

Exchange Service

hansmaker offers a 30-day exchange (from the date of receipt of the package).

1. Quality-Related Exchanges

Covered Issues:

  • Manufacturing defects (e.g., malfunctioning components, material flaws).

  • Shipping damage (e.g., cracks, breakage caused during transit).

Free exchanges can be requested and we will cover all costs.

Exclusions: Damage from misuse, liquid exposure, or unauthorized modifications.

 

2. Personal Preference Exchanges

Available for non-quality related reasons, including:

  • Change of mind or dissatisfaction with appearance/style.

  • Preference for a different model or color variant.

The product must meet the following conditions:

  • The product is unused, unopened, in its original packaging and with all labels, stickers and protective film intact. There is no handling fee for new product exchanges.

  • If the product has been opened but not used or has no visible signs of use and the packaging is intact, a handling fee (20% for the machine and 15% for accessories) will be charged for replacing the product with a new one.

The customer covers outbound return shipping fees. hansmaker covers shipping costs for the replacement item.

Not applicable for:
● Customized/final sale items.
● Products showing signs of use, damage, or missing components.

 

3. Exchange Process 

Step 1: Submit Request

Contact our After-Sales Team via email (aftersale@hansmaker.com).

Provide:

    • Order number
    • Clear photos/video of the issue
    • Detailed problem description

Step 2: Receive Authorization

We will review your request within 24 hours.

If approved:

    • You will receive a Return Authorization (RMA) number and return address.
    • Quality-related exchanges: Prepaid return label or shipping reimbursement instructions.

Step 3: Ship the Product

Securely package the item with the RMA number visible on the exterior.

    • For quality issues: Use a prepaid label OR pay upfront and submit receipt for reimbursement.
    • For preference exchanges: Customer covers return shipping costs.

Email tracking number to our team immediately after shipment.

Step 4: Quality Inspection

    • We inspect returned items within 5 business days of receipt.
    • Notification sent upon approval.

Step 5: Receive Replacement

    • Replacement shipped within 3 business days after approval.
    • Tracking number provided via email.

 

 

Repairs Service

Our Repairs Service addresses technical issues or malfunctions occurring during the warranty period. Skilled technicians diagnose and resolve problems efficiently, using genuine parts to restore product functionality. For out-of-warranty cases, we offer affordable repair options with transparent pricing.

1. In-Warranty Repairs

Free repairs for defects in materials or workmanship during the warranty period (varies by product, see Warranty Policy).

 

2. Out-of-Warranty Repairs

Repairs are available for products outside the warranty period at the customer’s expense.

Diagnostic Fee: A non-refundable $200 fee is required to assess repairability. (Note: Fee will be credited toward total repair costs if service is approved.)

Repair Costs:

  • Includes parts, labor, and return shipping.
  • A detailed quote will be provided for approval before repair begins.

 

3. Repairs Process

  1. Submit a repair request with product details and issue description.
  2. Pay the diagnostic fee and ship the product (customer covers shipping).
  3. Receive a repair quote within 3 business days.
  4. Approve payment to proceed; repairs completed in 10 business days.

Repairs may be declined if:

  • Parts are obsolete or unavailable.
  • Repair costs exceed 70% of the product’s current value.

 

4. Additional Notes

  • Quotes expire in 10 days if no response.
  • All payments are final once repairs are approved.
  • Customers forfeit diagnostic fees if repairs are declined after inspection.
  • Unrepairable units will be returned with a diagnostic report (the customer covers return shipping).

 

 

Need Help?

If you have any other questions, please feel free to contact us.