What a 2-Year Warranty Actually Covers (and What It Doesn’t)

“Two-year warranty” sounds simple. It isn’t — every warranty is a list of what’s covered and, more importantly, what’s not. And with a machine that weighs 135 kg, the part that matters most isn’t even the length of the warranty. It’s what happens when something actually goes wrong. Here’s our policy written out properly, exclusions included, so nobody’s surprised later.

Two years on the machine

We cover the machine and its internal electrical parts — mainboard, ignition board, IGBT and the rest — for two years. What we don’t cover, and we say this before you order, not after:

• Consumables — the xenon lamp, protective lenses, filters, cooling water parts. These wear by design; no manufacturer covers them.
• Glass and fragile parts — the screen and the microscope. Glass breaks in transit or on a busy bench. We don’t pretend it’s covered — but we do supply them at cost, and they’re not expensive parts.

The part that matters more than the years

Industry habit is: something breaks, you ship the machine back for inspection. A 135 kg machine, round trip, a month without your welder, freight that costs more than the part. That’s the warranty experience most buyers are dreading — and it’s the one we don’t do.

Here’s what we commit to, in writing:

• You don’t ship anything back. Send a video of the fault and the serial number.
• We respond within 6 hours, diagnose within 24.
• The part ships within 72 hours of diagnosis — with a video of how to swap it — and it’s on your bench within a week.
• Freight is on us, door to door. That’s not a promotion; it’s how we do it.

Most of the time a “broken” machine is a settings issue or one board — things we can talk you through on a call. The no-return policy is what turns a potential month of downtime into a few days. For a busy bench, that’s worth more than any extra year of coverage.

When do the two years start?

By default, from the date the machine leaves the factory. With shipping, that usually means you get slightly more than two years of practical coverage. If you’d rather start the clock on the day it arrives at your door, just say so and we’ll write it into the proforma invoice. Your call, agreed before you pay.

Ask these three questions of any supplier

1. “What’s excluded?” — if they can’t list the exclusions off the top of their head, they haven’t thought about year two.
2. “Do I ship the machine back if something fails?” — if the answer is yes, ask who pays for a 135 kg round trip.
3. “Who pays the freight on replacement parts?” — freight can exceed the part’s value. The answer tells you everything.

A warranty isn’t a sticker. It’s a promise about what happens when things go wrong — and it’s only worth what the person behind it can actually deliver.