- Remote Diagnostics
- Installation & Commissioning
- Free Warranty Parts
- Global Spare-Parts Shipping
- On-Site Service (on request)
How We Support You
Support Comes From the Engineers Who Build the Machines
You deal directly with the factory in Dongguan that assembled your machine — not a third-party reseller. That means questions about machining processes, parameters and faults go to people who actually know the machine inside out.
Most support is handled remotely and resolves quickly. Where a problem genuinely needs hands-on work, we arrange on-site service (availability depends on location, and travel costs may apply).
What's Included
- Installation & commissioning — full remote guidance by video call, email and documentation; on-site commissioning can be arranged on request.
- Remote technical diagnostics — engineers walk you through fault-finding and step-by-step repair over video call or email.
- Free replacement parts — defective components are shipped to you at no cost within the warranty period.
- Spare-parts supply — wear parts outside the warranty at competitive prices with fast international shipping.
- Transit damage claims — cargo-insured shipments with a documented claim process.
Warranty
What the 2-Year Warranty Covers
Machine body & frame
2-year full coverage against manufacturing defects.
Electrical components & controllers
2-year full coverage under normal operating conditions.
Motors, spindles & mechanical parts
2-year full coverage for defects in materials and workmanship.
Not covered: consumables and normal-wear items (cutting tools, belts, filters), damage from misuse or improper operation, and any machine modified, repaired or disassembled by unauthorized personnel. Full terms are on our Refund Policy & Warranty page.
Getting Help
How to Raise a Support or Warranty Request
Have your machine model and order number ready. Clear photos or a short video of the issue are required to process any warranty or transit claim quickly.
Our after-sales team reviews each submission and responds with a resolution plan — replacement parts, a remote repair session, or on-site service where needed.
The Process
- 1. Document the issue — take photos and/or video showing the defect or damage.
- 2. Contact us — send the details, machine model and order number by WhatsApp or email.
- 3. Engineer review — the after-sales team responds within 3 business days with a resolution plan.
- 4. Resolution — free warranty parts are shipped, or a remote / on-site repair is arranged.
Talk to a Cennetic Engineer
Send your machine model and a description of what you need — a warranty claim, commissioning help or a spare part — and we'll route it straight to the right engineer.