Technical Support
The same team that sizes, builds and tests your system stays with you after delivery — from first start-up to spare parts and eventual upgrades. Most requests are answered within one working day.
How we can help
Six ways to reach the right engineer — pick the one that matches your question.
Documentation & downloads
Sizing sheets, wiring diagrams, refrigerant notes and commissioning checklists — free to download as PDFs from the document library.
Browse documentsInstallation & commissioning
Stuck during start-up? Send photos or book a call — a named engineer walks your installer through the next steps, remote diagnostics included.
Request supportSpare parts & consumables
Fans, controllers, heaters, valves, gaskets and door hardware held in EU stock — dispatched within 48 hours, matched to your serial number.
Find a partWarranty & claims
24 months on complete packages and packaged units from delivery date. Register a claim with your order number — first reply within one working day.
Open a claimReplacement & upgrades
Outgrowing your room, switching refrigerant or replacing an ageing unit? We review your load profile and spec the right replacement.
Plan an upgradeBuying guidance
Room size, target temperature, power supply, door swings, logistics — send your specification and we check it before you commit to an order.
Check my specHow support works
One named engineer owns your case from start to finish — no ticket queues, no repeating yourself.
Describe your issue
Send your order number, product model and a few photos. The more you share, the faster we can solve it.
Get a named engineer
Your request goes straight to the engineer who knows that product line. Most replies arrive within one working day.
Fix and follow up
A remote fix, a spare part from EU stock, or on-site help when needed. We close the loop and log everything against your order.
Response times
What you can expect from each channel, measured on working days.
| Channel | Typical response | Availability |
|---|---|---|
| Engineering hotline +86 191 3470 2637 | Immediate | Mon–Fri, 8:00–18:00 CET |
| Email & WhatsApp | Within 4 working hours | Mon–Fri |
| Quote requests | Within 24 hours, usually same day | Mon–Sat |
| Warranty claims | First reply in 1 working day, assessment in 2–3 days | Mon–Fri |
| Spare parts dispatch | Within 48 hours | EU stock, year-round |
What to include in your request
Six details that turn a slow back-and-forth into a one-reply answer.
- Order number or delivery note
- Product model and serial number (photo of the nameplate)
- Room dimensions and target temperature
- Photos of the installation and the controller display
- What you have already tried
- Your country and delivery address, for spare parts
Solve it yourself first
The three guides that answer most of the questions we receive.