Warranty Information

Warranty Coverage

All Midecnc CNC stone cutting machines include a 12-month standard warranty from the date of delivery (unless otherwise specified in your sales agreement). This coverage applies to manufacturing defects and faulty materials under normal commercial use.

For specific models, such as CNC bridge saws, the detailed warranty coverage for that model is listed in the machine documentation and the warranty certificate supplied at delivery.

Warranty Exclusions

The warranty does not apply to failures or damage resulting from the following:

• Consumable items and wear parts (cutting tools, nozzles, seals, filters, abrasive media, blades).
• Improper installation, incorrect electrical supply, or inadequate site conditions.
• Misuse, neglect, operation outside specified parameters, or insufficient maintenance.
• Unauthorized repair, modification, or third-party attachments affecting performance.
• Force majeure events (fire, flood, lightning, earthquake, etc.).

Claims that fall under exclusions may still be serviced; charges for parts and labor will apply and will be quoted prior to commencement.

Extended Warranty & Machine Registration

To increase lifecycle protection and reduce operating cost risk, Midecnc offers optional extended warranty plans of 24 months and 36 months. Extended plans provide prioritized response and reduced spare-part pricing.

Benefits of extended coverage

• Priority technical response and case escalation
• Discounted spare parts pricing for covered components
• Scheduled remote maintenance checks and firmware assistance

Authorized purchasers and dealers can upgrade warranty coverage at the time of sale or during the standard warranty window—contact sales for terms.

Warranty Claim Procedure

To request warranty support, follow these steps. Providing clear documentation accelerates diagnosis and resolution.

1. Email sally@midecnc.com including machine model, serial number, purchase or delivery date, and a concise description of the fault.
2. Attach photos and short video clips that demonstrate the issue when available.
3. Our support team will perform a remote diagnosis and respond within 24 business hours.
4. If on-site service or parts replacement is required, we will propose a plan, timeline, and any applicable costs (for items outside warranty).

Midecnc aims to minimize downtime by combining remote troubleshooting with global spare-part logistics and on-site field engineers where necessary.

Dealer & Partner Support

Authorized distributors and service partners are provided with training, spare-part access, and a warranty management portal. Dealer partners may handle first-line warranty intake and liaise with Midecnc for technical escalation.

If you are a distributor or want to become an authorized partner, contact our partner team via sally@midecnc.com to request onboarding and dealer privileges.

After-Sales Support

Midecnc provides comprehensive stone machinery after-sales support designed for industrial customers:

• Remote assistance via video call, screen sharing, and guided diagnostics
• On-site technician deployment for complex installations and repairs (where applicable)
• Global spare parts inventory and logistics coordination
• Lifetime technical consultation for machine setup and performance tuning

Our goal is to preserve production continuity through fast response and clear escalation paths.

Frequently Asked Questions