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New Partner Protection Policy

XC First Order Protection

A first cooperation begins with trust. XC Medico protects new partners from product quality and delivery accuracy to technical guidance and after-sales service.

Review Protection Contact XC Medico

Core First-Order Promise

Free Replacement After Confirmation

For the first confirmed product quality issue, provide product and defect photos. XC Medico will replace the same model free of charge.

Product Quality Delivery Protection Technical Support Service Commitment

Protection at a Glance

Lower Risk on Your First Order

The most important protections are visible immediately. Full operating terms remain available in the sections below.

Free Replacement

First Confirmed Quality Issue

Product and defect photos are sufficient for the first confirmed product-quality claim.

QC Package

Batch-Level Traceability

Every order includes its corresponding Factory Inspection Report; power systems also include a functional QC video.

3-Year Warranty

Implants Under Normal Use

Confirmed implant failures caused by product quality are replaced free of charge within three years of delivery.

24H / 72H

Defined Service Commitment

XC responds within 24 hours and provides a proposed solution within 72 hours.

This program complements XC Medico's broader after-sales support and batch-focused quality and supply-chain controls.

Complete Policy Terms

Open Only What You Need

Select a section to review the detailed coverage, required evidence, limitations and service process.

01 Product Quality Assurance First quality issue, compatibility, QC documentation and warranty terms.

First Quality Issue Protection

If a product quality issue in the first purchase affects normal surgical use, provide product photos and photos of the defective area. After confirmation, XC Medico will replace the same model free of charge.

If the same customer reports the same issue again, photos or video showing how the issue occurred and product photos are required. The XC technical team will evaluate the case and provide an appropriate after-sales solution.

Product Design and Compatibility Protection

If product dimensions differ from the confirmed design, supporting functions are abnormal, or the product cannot fit or function normally, XC Medico will provide a free replacement when the cause is confirmed as product-related and no official product upgrade notice was issued.

Standardized QC Package

Each shipment batch is accompanied by matching quality documents to support traceability:

Factory Inspection Report Batch Test Results Power System QC Video

Power-system QC videos cover functional testing, operating status and key performance verification before shipment. Learn more about XC's quality control and traceability workflow.

Warranty Commitment

3 Years Implants Free replacement for confirmed quality failures under normal use from the delivery date.

1 Year Surgical Instruments Free replacement for confirmed quality issues under normal use from the delivery date.

15 Procedures Wear Parts Free replacement for confirmed quality issues within 15 procedures under normal use.

Conventional products generally have a 1–3 year recommended storage period, while sterilized disposable products generally have a 3–5 year storage period. Products exceeding 15 procedures or their recommended storage period should be replaced. Human-caused damage, improper operation, violent use and other abnormal-use conditions are excluded.

02 Order Accuracy and Delivery Protection Shipment errors, transportation damage, compatibility upgrades and delivery commitments.

Shipment Error Protection

If the received order contains an incorrect size, quantity or package, XC Medico will provide a free replacement after confirmation without requiring the customer to wait for the next order.

Transportation Protection

If the outer packaging is abnormal upon receipt, retain photos, contact the XC representative and open the shipment under XC guidance. If transportation damage is confirmed, XC Medico will provide a free replacement.

Product Upgrade Compatibility Protection

If an XC product upgrade makes an older product incompatible with supporting instruments and XC did not notify the customer in advance, XC Medico will provide selected upgrade products free of charge according to the actual situation and assist with the transition.

Delivery Commitment

For standard orders with a delivery date confirmed by both parties, XC Medico commits to completing production and arranging shipment according to the agreed schedule.

Delay Caused by XC Medico	Compensation
Within 3 days	Purchase voucher equal to 1% of the order value
Within 7 days	Purchase voucher equal to 1.5% of the order value
More than 15 days	XC Medico bears the international transportation cost; the specific method is agreed by both parties

Not applicable when payment is not made as agreed, the customer modifies the order, products or configurations are added or changed, or force majeure occurs, including war, epidemics, natural disasters and port closures.

03 Technical Support Protection Product operation, academic training and product maintenance guidance.

Product Operation Support

First-time cooperation customers receive product instructions, operation videos, usage guidance and online technical support. Available technical files can also be reviewed in the XC download center.

Academic Training Support

Partners may apply six months in advance. Subject to market planning, physician resources and training schedules, XC may organize workshops, surgical observation, KOL communication and academic training.

Product Maintenance Guidance

XC provides operating specifications, care guides and routine maintenance recommendations for medical power systems, wear parts and surgical instruments.

04 Service Commitment Defined response times and dedicated follow-up until the issue is closed.

24 Hours Initial Response

72 Hours Proposed Solution

Case Closure Dedicated Follow-Up

Official Complaint and After-Sales Channel

A dedicated representative follows the case until the reported issue is closed.

Service@xcmedico.com

Continue with XC Medico

Review related support, quality resources and product information before placing your first order.

After-Sales SupportReview returns, warranties and issue-reporting procedures. Quality and Supply ChainSee how manufacturing, inspection and warehousing support reliable delivery. Full Product CatalogsReview XC Medico product systems and available catalog resources. Contact XC MedicoDiscuss product requirements, delivery planning and first-order support.