Comprehensive Global
After-Sales Support
Delivering the product is only the beginning of our commitment. COLORDIAMONDS provides an enterprise-grade after-sales ecosystem designed to protect your brand's reputation, minimize retail downtime, and ensure seamless technical operations worldwide.
The Enterprise Support Ecosystem
We eliminate the typical frustrations of overseas manufacturing. Our support structure is built specifically for distributors, clinic owners, and e-commerce brands handling high volumes.
FOC Spare Parts Policy
To ensure zero downtime for your retail customers, we automatically provide 1% to 2% Free of Charge (FOC) core spare parts—such as PCB controllers, power adapters, and silicone straps—with every wholesale order exceeding 1,000 units. This allows your local service team to handle minor replacements instantly.
12-24 Month Standard Warranty
We stand behind our engineering. All LED Face Masks, Therapy Belts, and Handheld Devices come with a standard 12-month manufacturer warranty. Professional clinical equipment, such as our large-scale PDT Systems and Therapy Panels, are covered by an extended 24-month warranty against any technical or material defects.
Technical Training & Assets
We equip your sales and support teams for success. Upon order completion, we provide comprehensive digital assets including high-resolution teardown diagrams, troubleshooting video tutorials, detailed user manuals (in your target language), and clinical irradiance data (mW/cm²) to back up your marketing claims.
Firmware & App Maintenance
For smart phototherapy devices utilizing Bluetooth or Wi-Fi connectivity, our software engineering team provides ongoing maintenance. We offer Over-The-Air (OTA) firmware updates to patch bugs, improve battery management systems (BMS), and update companion app interfaces to ensure long-term compatibility with new iOS/Android versions.
Streamlined RMA Procedure
Our Return Merchandise Authorization (RMA) process is highly digitized. We use Serial Number (SN) tracking to quickly identify production batches and deploy solutions rapidly without requiring you to ship single units back to the factory immediately.
Step 1: Defect Reporting
Submit a ticket to your dedicated account manager including the device's Serial Number (SN), a brief description of the issue, and a short video or photo demonstrating the defect. No physical return is needed at this stage.
Step 2: Engineering Diagnosis
Our QA and technical team will analyze the footage within 24-48 hours. Using the SN, we trace the exact manufacturing batch, QC logs, and component suppliers to identify if it is an isolated incident or a batch-related vulnerability.
Step 3: Solution Deployment
If confirmed as a manufacturing defect under warranty, we will immediately authorize a solution. This typically involves dispatching replacement parts (if locally repairable by your team) or crediting the value of a brand-new replacement unit to your next bulk shipment.
Step 4: Continuous Improvement (CAPA)
We implement a Corrective and Preventive Action (CAPA) protocol. The defect data is fed directly back to our R&D and assembly floor to update SOPs, ensuring the specific issue is permanently eliminated in all future production runs.
Warranty Coverage Scope
Transparency is critical in B2B partnerships. We clearly define the scope of our manufacturing warranty to ensure smooth operations and clear expectations.
What is Covered:
- • Dead LED diodes or inconsistent wavelength output.
- • Internal PCB failures, faulty timers, or controller malfunctions.
- • Premature battery degradation (holding less than 60% charge within 6 months).
- • Structural defects originating from the molding or assembly process.
What is Not Covered:
- • Damage caused by improper retail shipping, dropping, or end-user mishandling.
- • Water damage (unless the specific device is rated IP67+ waterproof).
- • Unauthorized disassembly or modification by the end-user.
- • Normal wear and tear on aesthetic components (e.g., silicone yellowing after years of use).
Dedicated B2B Support Desks
Every corporate account is assigned a dedicated bilingual (English/Mandarin) support team, ensuring zero communication barriers when translating complex technical issues to our factory engineers.
Need Immediate Technical Assistance?
If you are an existing distributor or wholesale partner experiencing a technical issue with a specific batch, please contact our post-sales engineering team directly.
Please include your Invoice Number and product SN in your email for faster processing.
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