Warranty and service

NeoCHROM provides warranty service, technical support, repair and adjustment of analytical equipment. We help to solve the problem remotely, and if the intervention of specialists is required, we organize further maintenance of the device.

Warranty from 7 years

All new equipment comes with a warranty at least 7 years, subject to annual maintenance.

The warranty covers the device as a whole and all its components. The exception is physical destruction or physical damage to the equipment.

Annual maintenance

Annual maintenance is a mandatory condition for maintaining the warranty. It helps to maintain the operational efficiency of the equipment and detect malfunctions in a timely manner.

To arrange maintenance for your device, contact NEOCHROM.

How is the repair done?

1. Contact our specialists. Report the model and serial number of the device and describe the malfunction. If possible, include a photo, video or error message.
2. Remote support. We find out the nature of the problem and help to fix it remotely if possible.
3. Repair and adjustment. If remote support is not enough, the device is sent to the NeoCHROM office for the necessary work.

For complex equipment, in particular, mass spectrometers, it is possible on-site repair. The possibility of the specialist's departure is agreed individually.

Repair periods and temporary replacement

Repair of serial devices lasts no more than one week. For equipment of special execution, the terms are determined by agreement.

If the repair takes longer, it is possible free provision of a similar device for temporary use. The possibility and order of such replacement are agreed individually.

How to send the device

Please contact us to arrange shipping and packaging before shipping.

Equipment is usually shipped on a pallet via Nova Poshta. When preparing it for transport:

• securely fix the device on the pallet;
• protect the equipment from damage during transportation;
• apply a visible marking This way up and Do not stack.

Do you need maintenance or repair?

Contact NEOCHROM to arrange maintenance, get remote support or arrange for your equipment to be repaired.