Returns and Warranty
Returns and Warranty on Defective Products Classification

I -Dead-On-Arrival (DOA) products, or Defective-On-Arrival products: Products found to be faulty upon arrival or as soon as they are put into use within the first 30 days (45 days for distributors) from the date of dispatch, either due to damage in transit or defects in the products.

For DOA products, the customer can choose from the following services:

A. Servicing at the nearest local sales office of TENLONG;
B. Replacement with a product of same specifications or same price;
C. Return service

II - Warranty defective products: Products whose defects are found and reported within the warranty period and are covered by the warranty.

For warranted defective products, TENLONG will provide free repair or replacement.

III - Defective products not protected by warranty: Products outside the warranty period, or products not covered by the warranty for other reasons.

For defective products that outside the warranty period, TENLONG can provide paid maintenance services for products out of warranty period.

Return and Repair Procedure

Before sending any TENLONG products back to a TENLONG facility for returns or repairs, you need to send your return or repair-request to us including the following details:

  • Company name and address
  • Contact person (name, phone, fax or email)
  • Delivery address
  • Order No. and Order date
  • Your repair order No. and date (for repairs)
  • Serial No. and short name of every unit (for old units without a serial No. state short name,part No. and Release)
  • Fault description (for repairs) or reason for return (for returns)

The return and repair Request has to be sent either by email or by fax to the following address/No.: or you can contact your TENLONG sales representative for support.


Email address : sales@tenlong.net

TEL: (86) 755-2665-9011

FAX: (86) 755-8611-6506-188

TENLONG confirms the feasibility of the repair and issues a Return Merchandise Authorization (RMA) number to the customer for tracking the repair status.

To better serve our customers, our technical service centers provide the following services:

  • Tech Support by phone and e-mail.
  • Technical support service by in-house technical specialists
  • E-mail technical support with guaranteed response within 24 hours.


TENLONG’s products are designed and manufactured free of defects in design, materials and workmanship. All standard TENLONG products are granted one-year limited warranty service since the date of delivery (the date TENLONG ships the products to customer)

Extended Warranty

For the customers who require extended warranty, we offer services at an additional charge. (Please contact us for more information)

Customers can also contact their TENLONG sales representative for additional  support and information.

Habey 1 Year Warranty Seal