Service&Support

Our Core Service System

We build a full-coverage service system for global customers, covering the entire life cycle of medical equipment, to ensure your equipment runs stably and efficiently for a long time.

Global After-Sales Guarantee

2-year whole machine warranty, lifetime maintenance service, global unified after-sales standard, no worries about after-sales.

On-Site Installation & Debugging

Professional engineer team provides on-site installation, debugging and calibration services to ensure equipment is put into use quickly.

Professional Technical Training

One-to-one operation training, maintenance training and emergency handling training for your team, both online and offline.

Compliance Certification Support

Full FDA/CE certification technical support, help your products meet the regulatory requirements of the target market.

Full-Cycle Service Process

We provide continuous service support for every link from the moment you contact us, to ensure a worry-free cooperation experience.

Pre-Sales Consultation

1-on-1 professional consultant, understand your needs, provide targeted product and solution recommendations.

Solution Customization

R&D team customizes product functions, specifications and appearance according to your application scenarios and needs.

Production & Delivery

Strict quality control throughout the production process, global logistics support, door-to-door delivery service.

Installation & Commissioning

Professional engineer on-site installation, debugging and acceptance, to ensure the equipment meets the use standards.

Operation Training

Systematic operation and maintenance training for your team, to ensure that the staff can master the equipment proficiently.

Lifetime Maintenance

Regular return visit, equipment maintenance, spare parts supply, firmware upgrade, lifetime technical support.

Our After-Sales Guarantee Policy

We have established a complete after-sales guarantee system to ensure that you have no worries during the use of the equipment.

Original Spare Parts Supply

Global spare parts warehouse layout, 100% original factory spare parts supply, 72-hour fast delivery, to ensure the normal operation of your equipment.

Global On-Site Service

Professional engineer on-site service covering more than 50 countries and regions, 48-hour fast on-site in core regions, remote guidance for non-core regions.

Fast Response Mechanism

7×24 hours online customer service, 1-hour response for general problems, 4-hour solution for urgent problems, 24-hour on-site service for emergency.

Frequently Asked Questions

We have sorted out the most common questions of customers, if you have other questions, please feel free to contact our support team.

All our core products have passed FDA and CE certification, and comply with ISO 13485 medical device quality management system standards. We can also provide corresponding certification support according to the regulatory requirements of your target market.

Yes, we have a professional R&D team that can customize product functions, sizes, materials, appearance and logos according to your application scenarios and needs, providing full OEM/ODM services.

You can download all product manuals, drawings and operation videos in the Technical Support Center on this page, or contact our support team to get them via email.

We provide a 2-year free warranty for the whole machine, and a 6-month warranty for wearable parts. During the warranty period, we provide free repair and replacement services for quality problems. We also provide lifetime cost-price maintenance service after the warranty expires.

You can first check the fault troubleshooting guide in the Technical Support Center for self-inspection. If the problem cannot be solved, you can submit a service request through the form on this page, or contact our 24-hour online customer service directly.

Yes, we provide on-site installation, debugging and maintenance services in more than 50 countries and regions around the world. For core regions, we can achieve 48-hour on-site service.

For standard products, the delivery cycle is 7-15 days. For customized products, the sample cycle is 7-15 days, and the mass production cycle is 30-45 days, which can be adjusted according to your order quantity and needs.

Yes, we have long-term cooperation with international logistics providers, and can provide door-to-door delivery services to most countries and regions around the world, including customs clearance and tax payment services.

Yes, we provide free online operation and maintenance training for all customers. We can also provide offline on-site training according to your needs, including one-to-one guidance for your team.

Yes, we have a professional certification team that can provide full technical support for FDA, CE and other regional certification, help you prepare certification materials, and provide corresponding test reports to help your products quickly enter the target market.

Global Service Network

Our service network covers more than 50 countries and regions around the world, providing localized service support for global customers.

Europe

EU countries, UK, Russia, Turkey

europe-service@heruimed.com

Asia Pacific

China, Southeast Asia, Japan, South Korea, Australia

apac-service@heruimed.com

North America

United States, Canada, Mexico

na-service@heruimed.com

Latin America

Brazil, Argentina, Chile, Peru

la-service@heruimed.com

Middle East & Africa

GCC countries, South Africa, Nigeria, Kenya

mea-service@heruimed.com

Full-Cycle Service & Professional Support