Warranty

1. Warranty for Your Equipment

DXOVO supplies CNC oscillating knife cutting machines, CO2 laser cutting machines, cutting tools and related equipment. Warranty conditions can differ by machine, component and order.

Before purchasing, confirm the warranty period, starting date, covered components and service arrangements in writing. Keep the quotation, sales contract, invoice, warranty certificate where supplied, and machine serial number for future reference.

The machine, laser source, software and third-party accessories may have different terms. This page does not establish a uniform warranty period for all products.

2. Coverage and Eligibility

When you report a problem, the relevant order documents, machine information and diagnostic evidence are used to assess whether the issue falls within the applicable warranty.

Items to confirm in your written warranty include:

• The defects, components and service activities covered.
• The period of coverage and how its starting date is determined.
• Whether repair, replacement or another remedy applies.
• Responsibility for labour, transport, import charges and on-site costs.
• Any return, inspection or maintenance requirements.

If any detail is unclear, contact DXOVO with your order reference before arranging repairs or purchasing replacement parts.

3. Request Technical Support

Email service@dxovo.com with a clear description of the issue. Including the following details helps our team review your request:

• Your company name, contact person and installation country.
• Machine model, serial number and order or invoice reference.
• When the issue first occurred and whether it is intermittent or continuous.
• Exact alarm messages, relevant photographs and a short video where practical.
• Material type and thickness, selected tool and the operating conditions involved.
• Any recent maintenance, software changes or component replacements.

If the fault may present a safety risk or cause further damage, stop operation and follow the safety instructions for the equipment. Do not bypass safeguards to demonstrate a problem.

4. Online Remote Technical Assistance

Our team can review the information you provide and arrange remote assistance where suitable. This may involve email, a video call or an agreed remote connection to help identify the fault and determine the next steps.

A suitable internet connection and an authorised operator at the machine may be required. Remote access should be arranged with your permission and limited to the agreed support task. Do not send passwords or unrelated confidential information through a general enquiry.

Support scheduling depends on the issue, time zone and availability. Any response-time commitment must be confirmed in your service agreement.

5. Replacement Parts and Repairs

Following diagnosis, the proposed solution may involve settings, maintenance, a replacement component or further inspection. The appropriate remedy and any charges depend on the warranty applicable to the issue.

Before a part is dispatched or returned, confirm the part specification, delivery details, customs documentation and responsibility for shipping, duties and other costs. Do not return equipment or components without receiving return instructions.

Keep the affected component and relevant photographs until you receive instructions. Any requirement to return a failed component, and any warranty on a replacement, should be confirmed for the specific claim.

6. Consumables and Maintenance

Blades, cutting mats, felt surfaces, conveyor belts, filters and other wear items require inspection and replacement according to their use and the machine instructions. Laser optics and other process components also require the care specified for the supplied system.

Whether a particular item is covered depends on the component terms, the nature of the fault and the written warranty. Normal wear and a manufacturing defect are different issues and should be assessed accordingly.

Keep appropriate maintenance records. Use parts and procedures suitable for the machine, and contact DXOVO if a maintenance instruction or replacement specification is unclear.

7. Conditions Requiring Further Review

Faults associated with transport damage, unsuitable materials, electrical supply problems, environmental conditions, missed maintenance, collisions or modifications may require additional investigation.

Any applicable exclusion must be supported by the written warranty and applicable law. This page does not automatically cancel all coverage because a machine has been serviced or a particular issue has been reported.

For visible transport damage, record the condition of the packaging and equipment and notify the relevant parties promptly, following the requirements of your shipment and order documents.

8. On-Site Service

If a site visit is needed, the scope, timing and responsibilities must be agreed before travel. Confirm whether the work is covered and how technician labour, travel, accommodation, local assistance and related expenses will be handled.

The site must provide appropriate access, working conditions and an authorised contact for the agreed service. An on-site visit is not included automatically simply because an enquiry has been submitted.

9. Support Outside the Warranty Period

If your equipment is outside its warranty period, contact DXOVO with the model, serial number and issue details. We can review the request and discuss available diagnostic assistance, replacement parts or paid service options.

Parts availability, compatibility, pricing and service arrangements are confirmed for the specific equipment. No lifetime service period or ongoing availability of every component is established by this page.

10. Written Terms and Your Rights

This page describes the support process. It does not replace the warranty agreed for your order, extend a coverage period or reduce any rights that cannot lawfully be excluded.

If a statement here differs from the written warranty for your machine, ask DXOVO to clarify the difference. Updates to this page do not automatically change an existing order or warranty.

See our Terms and Conditions for the relationship between website information and order documents, and our Privacy Policy for information about handling support-related personal data.

11. Contact DXOVO

For a warranty enquiry or technical support request, contact us using the details below. Include your machine model and serial number in the subject line where available.