This warranty policy applies to all hydraulic cylinders and hydraulic system products manufactured and supplied by Wuxi Hengshui Machinery Co., Ltd. and is effective from the date of shipment.
1. Warranty Period
All hydraulic cylinders supplied by Wuxi Hengshui Machinery Co., Ltd. carry a 12-month limited warranty from the date of shipment from our factory, or 18 months from the date of manufacture (whichever occurs first), against defects in materials and workmanship under normal operating conditions.
2. What the Warranty Covers
The warranty covers manufacturing defects that cause the product to fail to perform in accordance with the agreed technical specifications. Covered defects include:
- Leakage due to defective seals installed at the factory
- Failure of cylinder barrel or piston rod due to material defects
- Dimensional non-conformance to agreed drawings within stated tolerances
- Surface coating or plating defects (hard chrome, nickel, etc.) not attributable to abrasion or chemical exposure
- Welding defects on welded-type cylinders
- Pressure test failures under normal operating pressures within rated specifications
3. What the Warranty Does NOT Cover
The following are expressly excluded from warranty coverage:
- Damage caused by improper installation, incorrect mounting, or use of improper tools
- Damage resulting from operation outside specified pressure, temperature, stroke, or cycle rate parameters
- Use of hydraulic fluid that does not meet the specified viscosity, cleanliness (ISO 4406), or compatibility requirements
- Contamination of hydraulic fluid causing premature seal or component wear
- Damage caused by external impacts, overloading, or side-loading beyond design limits
- Normal wear and tear of seals, bearings, and surface coatings during intended service life
- Modifications to the product made by the Buyer or any third party without Hengshui's written authorisation
- Corrosion damage resulting from exposure to chemicals, saltwater, or environmental conditions beyond the product's design specification without appropriate protective specification
- Products that have been disassembled without Hengshui's prior written approval
- Transit damage — claims must be directed to the carrier and documented immediately upon receipt
4. Warranty Claim Procedure
To initiate a warranty claim, please follow these steps:
- Within 7 days of discovering a defect: Contact our export sales team at sales@wx-hxy.com or WhatsApp +86 133 8224 8877 to report the issue.
- Provide the following information: Original purchase order number / invoice number; product model and serial number (if applicable); date of shipment; clear description of the defect; photographs or videos clearly showing the defect; installation and operating conditions (pressure, temperature, fluid type, cycle rate).
- Return authorisation: Do not return products without a written Return Merchandise Authorisation (RMA) number from Hengshui. Unauthorised returns will not be accepted.
- Defective product return: Buyer is responsible for safely packaging and shipping the defective product to Hengshui. Buyer bears return shipping costs. Hengshui will bear the cost of replacement product shipping (FOB our factory) if the claim is validated.
5. Warranty Resolution
Upon receipt and inspection of a returned defective product, Hengshui will issue a warranty determination within 10 working days. If the defect is confirmed as a manufacturing defect within the warranty scope, Hengshui will, at its sole discretion:
- Repair the defective product and return it to the Buyer; or
- Supply a replacement product of equivalent specification; or
- Issue a credit note toward future purchases of equivalent value.
Hengshui does not provide cash refunds under this warranty policy. The warranty remedy described above is the Buyer's sole and exclusive remedy for manufacturing defects.
6. Limitation of Warranty Liability
This warranty represents the entirety of Hengshui's obligation regarding product quality. Hengshui makes no other express or implied warranties, including implied warranties of merchantability or fitness for a particular purpose beyond the specifications agreed in the relevant contract. Hengshui's total liability under this warranty shall not exceed the original invoice value of the affected product(s).
7. After-Warranty Support
After the warranty period expires, Hengshui continues to provide technical support and spare parts (seals, piston rods, end caps) for all products at competitive prices. Contact our after-sales team to arrange spare parts supply or cylinder refurbishment service.
8. Contact for Warranty Claims and After-Sales Support
- Email: sales@wx-hxy.com
- WhatsApp: +86 133 8224 8877
- Business Hours: Monday – Friday, 08:00 – 18:00 (UTC+8 / China Standard Time)
- Response Time: Warranty enquiries acknowledged within 1 business day