Domande frequenti

Who takes care of the import documentation?
European importer Matrix takes care of all customs formalities, documentation translation and regulatory compliance.

Is approval for use in Europe included?
Yes, Matrix ensures that the machines are approved for use in the European market, including compliance tests and mandatory certifications.

How long does the import and approval process take?
Typically, the process takes between 6 and 8 weeks, but times may vary depending on the model and availability.

Can I buy directly from China? Of course, we do not hinder customers who want to buy directly from China and import the machinery.

Does the importer offer technical support?
Yes, the importer has qualified technicians for the installation, maintenance and repair of the machinery.

Are spare parts available?
Yes, Matrix keeps a stock of spare parts to ensure quick repair times.

What are the response times for support?
Technical assistance responds within 24-48 hours of the request, and urgent interventions are guaranteed in the event of a serious failure.

Is support included in the price?
The first year of technical support is included. After that, we offer customized maintenance contracts.

What is the price of the machinery?
Prices vary based on model and options requested. We can provide a detailed quote upon request.

What are the payment terms?
We generally require a 30% deposit at the time of ordering, with the balance due prior to shipment.

What kind of warranty is included?
The standard warranty is 12 months and covers manufacturing defects. Warranty extensions are available.

Are financing or leasing available?
Yes, we can offer financing or leasing options in collaboration with European partners.

Is training on how to use the machinery included?
Yes, we provide a full training session for your staff, included with your purchase.

Is the training also available online?
For standard models we offer both on-site sessions and online tutorials to ensure maximum flexibility.