Support Policy

Support Policy

Thank you for shopping with Cetro Machines. We are committed to providing high-quality machinery and outstanding customer service. This Support Policy outlines the scope of support we provide to ensure your experience is smooth, reliable, and meets your expectations.

1. Scope of Support

Our customer support covers assistance related to:

Pre-sales inquiries (product specifications, compatibility, pricing, and recommendations)

Order status and tracking

Shipping and delivery issues

Installation guidance and product setup

Warranty claims and product repairs

Troubleshooting and operational support

Returns and exchanges (as per our Return Policy)

2. Support Channels

You can reach our support team via the following channels:

Email: support@cetromachines.com

Phone: +1 (800) 917-0511

Live Chat: Available on our website (Mon–Fri, 9:00 AM – 6:00 PM)

3. Support Hours

Our customer service team is available:

Monday to Friday: 9:00 AM – 6:00 PM

Saturday: 10:00 AM – 2:00 PM (limited support)

Sunday & Public Holidays: Closed

Emergency support for critical equipment failures may be available after hours for select customers under a Service Level Agreement (SLA).

4. Response Times

We strive to respond to all inquiries promptly:

Email/Ticket: Within 24 business hours

Phone/Live Chat: Immediate or within 10 minutes during operating hours

SLA Clients: As per the agreed-upon service level terms

5. Warranty & Repairs

All machinery is covered by a manufacturer’s warranty (see product page for details). For warranty claims:

We may require photos/videos or an on-site inspection

If approved, we’ll arrange repairs or replacement as per warranty terms

Non-warranty repairs are available for a service fee. Please request a quote through our support team.

6. Returns & Exchanges

Please refer to our Return Policy for eligibility, time frames, and procedures. Return shipping costs and restocking fees may apply depending on the nature of the return.

7. Excluded Services

Our support does not include:

On-site installation unless specifically included in the purchase

Operator training (available as a separate service)

Modifications or third-party integrations

Support for products used outside recommended specifications

8. Service Level Agreements (SLA)

Businesses requiring prioritized support, custom maintenance schedules, or dedicated account managers can contact us for tailored SLA packages.