Whether you are a home caregiver, a community health doctor, or simply someone who values regular health monitoring, investing in a wireless portable ultrasound machine is a meaningful step forward. When choosing such a device, most people naturally focus on product specifications—image clarity, probe types, battery performance, and the like—and that’s certainly understandable. However, seasoned buyers know this: specifications shape your everyday experience, but after-sales support ensures your long-term peace of mind.
What is the warranty period? Can the probe be repaired if damaged? How quickly will you receive a response after submitting a service request? These are the details that ultimately determine the total cost of ownership and overall user satisfaction.
At HiSONO®, we firmly believe that an outstanding product deserves equally outstanding support. This guide provides a comprehensive overview of our after-sales services so you can use your device with full confidence.
1. What Does Our Warranty Period & Cover?
Every HiSONO® handheld ultrasound device comes with a comprehensive warranty designed to protect your investment from day one.
Standard coverage includes:
• 12-month limited warranty on all hardware components
• 12-month coverage on the probe and transducer
• Free repair or replacement for manufacturing defects
• Firmware and software updates at no additional cost throughout the warranty period
→ Please note: Physical damage caused by accidental drops, liquid exposure beyond the device’s IP rating, or unauthorized modifications is not covered under the standard warranty.
2. How It Works about Repair & Replacement?
If your device isn’t performing as expected, our repair process is straightforward and hassle-free.
• Step 1 — Contact us first
Reach out to our support team via email or phone before sending anything in. Our technicians will resolve issues remotely first — saving you time.
• Step 2 — Ship-in service
If a physical inspection is needed, we will cover all shipping costs related to your request, limited to the original country of shipment for the first 365 days. Simply pack your device securely and drop it off at any authorized carrier location.
• Step 3 — Turnaround time
Most repairs are completed within 5–7 business days upon receipt. For verified manufacturing defects, we offer express replacement within 3 business days.
→ Pro tip: Keep your original purchase receipt and order number handy — this speeds up every support request significantly.
3. What Can You Do If You Want to Return or Exchange an item?
• Not completely satisfied? We offer a 14-day hassle-free return window from the date of delivery, provided the device is in its original condition with all accessories included.
• For exchanges — say you’d like to switch to a different probe frequency — simply contact us within 14 days, and we’ll guide you through the process at no restocking fee.
• Refunds are processed within 5–10 business days after we receive the returned item.
4. How to Reach Our Support Team?
We know that when something goes wrong with a handheld ultrasound device, you need answers fast. Here’s how to get in touch:
→ Email: [email protected] — responses within 24 hours
→ Phone: +86 180-0500-0171— speak directly
5. Free Training & Onboarding
Getting the most out of your HiSONO® pocket ultrasound scanner goes beyond just hardware. That’s why every registered user gets access to the following:
→ A free quick start video
→ $0 free app without a subscription fee
At HiSONO®, we don’t just sell devices — we stand behind them. Whether it’s a quick question about your settings or a hardware concern, our team is here to make sure your experience is smooth from the moment you unbox your device to every scan that follows.
Have a question not covered here? Visit HiSONO’s Limited Warranty Policy or reach out to us anytime — we’re always happy to help.