After-Sales Service & Support
Professional after-sales support for every SunAura machine — 24-hour response, 12-month warranty, lifetime remote technical support, and global on-site service. We stand behind every machine we build.
Six promises that define how we support every customer — from the first day of delivery to years of reliable operation.
24-Hour Response Guarantee
Every service request receives a response within 24 hours during business days. WhatsApp messages typically answered within 2 hours. No waiting, no silence.
12-Month Comprehensive Warranty
Every machine comes with a 12-month warranty covering manufacturing defects and faulty parts — from the date of shipment. Extended warranty available.
Lifetime Remote Technical Support
Free lifetime remote technical support via video call, phone, and email. Our engineers help you troubleshoot, adjust settings, and replace parts — forever.
Global Genuine Spare Parts Supply
Genuine SunAura spare parts shipped worldwide via DHL/FedEx within 48 hours of order confirmation. Competitive pricing, fast delivery, perfect compatibility.
On-Site Engineer Dispatch
If remote support cannot resolve the issue, we dispatch experienced engineers to your facility for on-site commissioning, repair, and training — available in 100+ countries.
Complete Documentation
Every machine ships with full documentation — operation manual, wiring diagrams, spare parts list, maintenance schedule, and CE declaration of conformity. Digital copies always available.
Transparent, fair, and clearly defined. No hidden clauses, no fine print.
| Item | Standard Warranty | Details |
|---|---|---|
| Warranty Period | 12 months | From date of shipment (bill of lading date) |
| Covered | ✅ Manufacturing defects | Material defects, workmanship defects, part quality issues |
| Covered | ✅ Electrical components | PLC, servo drives, motors, sensors (non-human damage) |
| Covered | ✅ Mechanical structure | Frame, transmission, pneumatic components (non-human damage) |
| Not Covered | ❌ Wear parts | Heating elements, cutting blades, belts, seals, fuses (normal wear) |
| Not Covered | ❌ Human damage | Improper operation, failure to maintain per manual, unauthorized modification |
| Not Covered | ❌ Consumables | Strapping, shrink film, vacuum bags, tape |
| Not Covered | ❌ Transport damage | Damage found after customer signs for delivery (report within 7 days) |
| Extended Warranty | Available for purchase | Months 13–24 at 5–8% of machine price |
| Warranty Claim | Required info | Machine serial number + fault photos/videos + description + proof of purchase |
* Warranty terms are subject to the official Warranty Certificate issued with each machine. Contact our service team for full warranty terms and conditions.
How to Make a Warranty Claim
Report
Contact service team (WhatsApp/email/phone), provide machine serial number and fault description
Verify
Engineer verifies fault, requests photos/videos, confirms if within warranty scope
Diagnose
Remote diagnosis of fault cause, provide solution (parameter adjustment / part replacement / on-site repair)
Resolve
If parts needed, free warranty parts shipped; if on-site needed, engineer dispatched
Confirm
After resolution, confirm machine running normally, collect feedback, close service ticket
A clear, trackable process from the moment you report an issue to final resolution.
Report & Triage
Customer submits service request via WhatsApp/email/phone with machine serial number, fault description, photos/videos. Service team responds within 24 hours and assigns an engineer.
Remote Diagnosis
Engineer diagnoses via video call/remote guidance. About 70% of issues can be resolved at this step — parameter adjustment, operation guidance, simple part replacement.
Solution Delivery
Based on diagnosis: ① remote guidance for self-fix; ② ship parts with replacement video; ③ arrange on-site engineer service.
Parts Shipment
If parts needed, shipped within 48 hours via DHL/FedEx global express, 3–7 business days delivery. Warranty parts free; out-of-warranty at factory cost.
On-Site Support
If remote cannot resolve, engineer dispatched to customer site. Carries parts and tools for on-site repair, commissioning, and training. Travel per service agreement.
Follow-up & Prevention
Within 3 days after resolution, follow up to confirm running status. Provide preventive maintenance advice. All service records archived for future reference.
Common issues and step-by-step solutions for our most popular machines. Find your answer in minutes — no service ticket needed.
Carton sealer tape is not sticking / tape keeps breaking
① Check tape quality — use BOPP carton sealing tape (40–50μm thickness), inferior tape breaks easily; ② Check tape wheel tension — too tight breaks tape, too loose causes poor adhesion, adjust tension nut per manual; ③ Clean pressure rollers — glue residue on rollers causes tape not to stick, wipe with alcohol; ④ Check heating temperature (for hot-melt models) — too low means glue not melted, too high burns tape.
Carton sealer is not feeding cartons / conveyor not running
① Check emergency stop button — rotate clockwise to reset; ② Check photoelectric sensor — dust on sensor or carton height misaligned, clean sensor and adjust position; ③ Check conveyor belt tension — loose belt slips, adjust tension bolt; ④ Check motor and reducer — listen for abnormal noise, if motor doesn’t run check electrical wiring and VFD parameters.
Tape length is inconsistent / tape cut too short or too long
① Check cutter position — misaligned cutter causes inconsistent cut length, recalibrate per manual; ② Check tape feed roller — worn or oily roller causes unstable feed, clean or replace; ③ Check carton size settings — manual models need guide bar and side wheel adjustment per carton width; ④ Check cutter sharpness — dull blade pulls tape causing inaccurate length, replace blade.
Sealing pressure is too weak / carton flaps not fully pressed
① Adjust top pressure roller — clockwise turn pressure nut to increase, don’t over-tighten to avoid carton deformation; ② Adjust side pressure rollers — should lightly touch carton sides, too much gap causes crooked sealing; ③ Check roller height — adjust per carton height, ensure roller centers on carton top; ④ Check carton quality — too soft cartons can’t withstand normal pressure, use standard corrugated cartons.
Carton sealer makes unusual noise during operation
① Check chains and transmission — insufficient lubrication causes noise, add lubricating oil regularly; ② Check bearings — worn motor or roller bearings cause noise, replace bearings; ③ Check fasteners — loose screws cause vibration noise, regularly check and tighten all bolts; ④ Check fan and motor — fan scraping or motor bearing damage causes high-frequency noise, contact technical support.
Tape residue / glue buildup on sealing wheels
① Regular cleaning — weekly wipe rollers and tape wheels with alcohol or专用 cleaner; ② Check tape quality — inferior tape sheds glue heavily, switch to quality tape; ③ Adjust tape tension — excessive tension over-stretches tape, glue transfers more easily; ④ Use anti-adhesive — apply food-grade silicone oil on roller surface to reduce glue adhesion.
Strapping machine strap is not feeding / strap jams inside
① Check strap direction — wrong installation direction causes no feed, follow arrow indicator on machine; ② Clean feed channel — dust or broken strap residue blocks channel, use compressed air to clean; ③ Check feed wheel pressure — worn or insufficient pressure causes weak feed, adjust or replace feed wheel; ④ Check strap specs — wrong width/thickness causes jamming, use PP strap per manual (12mm/15mm/19mm, 0.5–0.8mm thickness).
Strap is not tight enough / loose strapping
① Adjust tension — increase via control panel or tension knob, don’t over-tighten to avoid strap breakage or carton deformation; ② Check tension wheel — worn wheel causes slipping, replace tension wheel; ③ Check strap quality — high stretch rate inferior strap relaxes after tensioning, use standard PP strap (break strength ≥200kg); ④ Check slide plate and guide rail — sticky slide plate causes excessive resistance, clean and lubricate.
Strap weld / seal is not holding / joint breaks
① Check heating temperature — too low means insufficient melt, too high melts through strap, adjust heating time per ambient temp (usually 0.5–1.5 sec); ② Clean heating blade — melted strap residue causes uneven heat transfer, clean with sandpaper or blade; ③ Check iron pressure — insufficient pressure causes incomplete melt, adjust iron spring pressure; ④ Check cooling time — too short cooling causes joint to open before setting, increase cooling time (usually 1–2 sec).
Machine does not cycle / no response when pressing button
① Check emergency stop — confirm reset (rotate clockwise); ② Check safety door switch — open or faulty door switch prevents start, confirm door fully closed; ③ Check photoelectric sensor — automatic models won’t trigger without carton detection, adjust sensor position or sensitivity; ④ Check control panel — look for error codes, troubleshoot per manual code table, or contact technical support.
Error code displayed on strapping machine panel
Common error codes: ① E01/E1 — feed timeout, check feed channel blockage, strap empty; ② E02/E2 — tension timeout, check strap jam, tension wheel wear; ③ E03/E3 — heating fault, check heating blade continuity, temperature sensor; ④ E04/E4 — motor overload, check mechanical jam, motor overheating. Refer to operation manual for specific codes, or contact service with manual version number.
Smoke or burning smell from strapping machine
① Stop immediately — press emergency stop and disconnect power; ② Check heating blade — excessive temperature or heating time burns strap causing smoke, reduce temperature and time; ③ Check electrical wiring — loose terminals cause high contact resistance and heating, check and tighten all terminals; ④ Check motor — overload or bearing damage causes overheating and smoke, contact technical support for repair, do not continue running in fault state.
Vacuum chamber not reaching vacuum level / weak vacuum
① Check vacuum pump oil — low oil level or degraded oil causes insufficient vacuum, replace pump oil regularly (every 3–6 months, use专用 vacuum pump oil); ② Check seal ring — worn or dirty chamber seal causes leaks, clean seal, replace if damaged; ③ Check packaging bags — pinholes or poor seal cause leaks, use qualified vacuum bags (PA/PE composite), check bag integrity before sealing; ④ Check vacuum time — too short setting doesn’t reach target vacuum, increase time (usually 10–30 sec per product and bag size).
Seal is not holding / bag leaks after vacuuming
① Check seal temperature — too low causes weak seal, too high burns through film, adjust per film material and thickness (usually 100–200°C); ② Check seal time — too short causes insufficient melt, increase seal time (usually 1–3 sec); ③ Clean seal bar — debris or film residue on silicone bar causes uneven seal, clean seal bar and heating wire; ④ Check film material — non-vacuum film (plain PE) causes weak seal, use PA/PE or PA/PE/EVOH multi-layer vacuum bags.
Chamber lid will not close / lid does not lock
① Check safety switch — misaligned or faulty switch prevents locking, adjust switch position; ② Check air pressure (pneumatic models) — insufficient pressure prevents lid from pressing down, check air supply (usually 0.4–0.6MPa); ③ Check hinges and guide rails — rusty hinges or debris in guide rails cause sticking, clean and lubricate; ④ Check vacuum chamber — products or bags protruding prevent lid closure, arrange products within chamber bounds.
Gas flush not working / modified atmosphere packaging (MAP) issues
① Check gas source — nitrogen/mixed gas cylinder has gas, regulator open, pressure normal (usually 0.2–0.4MPa); ② Check gas nozzle — clogged or mispositioned nozzle causes insufficient gas fill, clean and adjust; ③ Check gas flush time — too short causes insufficient fill, increase time (usually 2–5 sec); ④ Check gas ratio — MAP models check mixture settings (common food preservation: N₂ 70% + CO₂ 30%), refer to product process requirements.
Seal bar overheating / burns packaging film
① Lower seal temperature — excessive setting burns film, reduce per film thickness (PA/PE 9-sil film usually 120–150°C); ② Replace Teflon cloth — damaged heat-resistant cloth on seal bar causes direct burning, replace Teflon cloth; ③ Check seal pressure — excessive pressure causes over-heating of film, reduce seal pressure; ④ Check cooling — insufficient cooling time causes residual heat to burn film, increase cooling time or check cooling fan.
Shrink film not cutting cleanly / film sticks to cutter
① Check cutter temperature (heat seal models) — too low can’t cut, too high sticks to blade, adjust (usually 120–180°C); ② Clean cutter — melted film residue causes sticking, clean with brass brush or专用 cleaner; ③ Check cutter pressure — insufficient pressure causes incomplete cut, adjust spring pressure; ④ Check film quality — inferior shrink film has unstable melting point, use standard POF/PVC/PE shrink film.
Poor shrink result / film wrinkles or does not conform
① Adjust tunnel temperature — too low insufficient shrink, too high burns or deforms film, adjust per material (POF 150–180°C, PVC 120–150°C, PE 160–200°C); ② Adjust conveyor speed — too fast insufficient dwell time, too slow overheats, adjust belt speed; ③ Check film size — oversized bag causes excess wrinkles, choose bag matching product size (usually 10–15% larger); ④ Check hot air circulation — poor circulation causes uneven shrink, check hot air motor and ducts, clean filters.
L-bar sealer not sealing / weak seal on film edges
① Check seal blade temperature — too low causes weak seal, adjust (POF usually 130–160°C); ② Clean seal blade — film residue causes uneven seal, clean blade and silicone pad; ③ Check silicone pad — aged or dented pad causes uneven pressure, replace silicone pad; ④ Check seal pressure — insufficient pressure causes weak seal, adjust spring pressure.
Shrink tunnel overheating / film burns or melts
① Stop and cool immediately — close heating switch, let tunnel cool naturally; ② Lower temperature setting — reduce 10–20°C per film material and thickness; ③ Increase conveyor speed — reduce dwell time in tunnel, increase belt speed; ④ Check temperature controller — faulty controller causes actual temp to exceed setpoint, contact technical support for repair.
Conveyor not running / product jams in tunnel
① Check emergency stop and power — confirm reset and power on; ② Check conveyor belt — misalignment or jamming prevents running, adjust tension and centering; ③ Check motor and reducer — listen for abnormal noise, check VFD parameters and wiring if motor doesn’t run; ④ Check product size — oversized products cause jamming, ensure within tunnel dimensions, use larger model for oversized products.
Original SunAura spare parts — perfect fit, guaranteed compatibility, fast global delivery.
Using genuine SunAura spare parts ensures perfect compatibility, optimal performance, and maintains your warranty coverage. Third-party or counterfeit parts may cause machine damage, safety hazards, and will void your warranty. We maintain a comprehensive spare parts inventory and can ship most parts within 48 hours.
* Replacement intervals are estimates based on normal 8-hour daily operation. Actual intervals vary by usage intensity and environment. Contact our parts team for specific recommendations.
How to Order Spare Parts
Provide machine model, serial number, and required part name or number
Receive parts quote and estimated shipping time within 48 hours
Confirm order, arrange payment, DHL/FedEx global express shipped (3–7 days)
Replacement guide video or documentation included, remote engineer assistance
Order Parts on WhatsAppOr email: [email protected]
Regular maintenance prevents 80% of common breakdowns. Follow these schedules to keep your machines running at peak performance.
Preventive maintenance is the most cost-effective way to ensure long machine life and minimize downtime. A well-maintained SunAura machine can operate reliably for 8-10 years or more. Below is a general maintenance schedule applicable to most machine types. Always refer to your machine’s operation manual for model-specific maintenance requirements.
Daily Checks
- Check emergency stop button and safety devices
- Check power and air supply connections (pneumatic models)
- Check conveyor belt for misalignment or damage
- Check consumable levels (tape/strap/film/bags)
- Clean machine surface and work area
- Check for abnormal noise, odor, vibration
- Confirm surrounding area is clean and clear
Weekly Maintenance
- Clean sensor and photoelectric switch surfaces
- Check and tighten all visible bolts and fasteners
- Clean electrical cabinet cooling fans and vents
- Check chain/belt tension, adjust if needed
- Lubricate moving parts (rails, bearings, hinges)
- Check cutter/heating blade/seal blade wear
- Check vacuum pump oil level and quality (if applicable)
- Record machine running status and any anomalies
Monthly and Periodic
- Comprehensive check of electrical terminals
- Check gearbox lubricant level and quality
- Check motor running temperature and noise
- Calibrate sensors and temperature controllers
- Every 6 months: change vacuum pump oil
- Every 6 months: replace wear parts
- Every 12 months: full overhaul and performance test
- Every 12 months: calibrate safety devices
Tip: Create a maintenance log for each machine. Record every maintenance action, part replacement, and repair. This helps track machine health and supports warranty claims.
When remote support is not enough, we send our engineers to you – anywhere in the world.
For complex issues, complete line commissioning, or hands-on operator training, SunAura dispatches experienced service engineers to your facility. Our engineers carry spare parts, testing tools, and documentation – ready to resolve issues on the spot and train your team to prevent future problems.
- Installation and Commissioning
- On-site Troubleshooting and Repair
- Operator Training – operation, daily maintenance, safety
- Technical Staff Training – electrical, mechanical, troubleshooting
- Line Performance Optimization
- Preventive Maintenance Visit
- Machine Relocation and Reinstallation
Available in 100+ countries across Europe, the Americas, the Middle East, Southeast Asia, East Asia, Africa, and Oceania. Engineer dispatch typically requires 7-14 days for visa and travel arrangements.
1. Request – Contact service team with machine model, fault details, factory address
2. Quote – Service quote within 48 hours (flights, accommodation, service fee, visa assistance)
3. Dispatch – Engineer visa and travel arranged, typically 7-14 days departure
4. Service – On-site service, service report and maintenance recommendations provided
Request On-Site ServiceAnswers to the most common after-sales questions. Can’t find your answer? Contact our service team directly.
How long is the warranty period for SunAura machines?
Every new SunAura machine comes with a 12-month comprehensive warranty from the date of shipment (bill of lading date). The warranty covers manufacturing defects, faulty parts, and workmanship issues. Normal wear parts (heating elements, cutting blades, belts, seals, fuses), damage from improper operation, unauthorized modifications, and consumables are not covered. Extended warranty for months 13-24 is available for purchase at 5-8% of the machine price. To make a warranty claim, contact our service team with your machine serial number, photos/videos of the issue, and a description of the problem.
What should I do if my machine breaks down?
Follow these steps: 1) Stop the machine immediately and press the emergency stop button. 2) Document the issue – take photos or a short video showing the fault, error codes, and the machine’s serial number. 3) Contact our service team via WhatsApp (+86-13645429121) or email ([email protected]). 4) Our engineer will respond within 24 hours and guide you through remote diagnosis – approximately 70% of issues can be resolved remotely. 5) If remote support cannot resolve the issue, we will arrange spare parts shipment or on-site engineer dispatch. Do not attempt to repair the machine yourself or have unauthorized personnel work on it, as this may void your warranty.
How fast can I get spare parts?
Most common spare parts are in stock and can be shipped within 48 hours of order confirmation. We use DHL and FedEx for global express delivery, which typically takes 3-7 business days to most countries. For less common or custom-made parts, lead time may be 7-15 working days. When you contact us for parts, please provide: 1) machine model and serial number, 2) part name or part number (from the spare parts list in your manual), 3) quantity needed. We will provide a quote within 48 hours including part price and shipping cost. Warranty-covered parts are free of charge (customer pays shipping only); out-of-warranty parts are priced at factory cost.
Do you provide installation and commissioning services?
Yes, we offer three levels of installation support: 1) Remote Guidance – free video-call guidance for self-installation, suitable for simple single machines. 2) On-Site Commissioning – our engineer travels to your facility for full installation, testing, and commissioning, suitable for complex machines or complete packaging lines. 3) Full Turnkey Service – for complete production lines, we provide full project management including layout planning, installation, commissioning, testing, and operator training. On-site service fees cover engineer flights, accommodation, daily allowance, and service fee. Contact us for a detailed quote based on your location and machine configuration.
Can you train my operators to use and maintain the machine?
Absolutely. Operator training is included with every on-site commissioning service. Our engineers provide: 1) Basic Operator Training (2-4 hours) – machine operation, daily checks, safety procedures, consumable replacement, and basic troubleshooting. 2) Maintenance Technician Training (4-8 hours) – mechanical and electrical maintenance, part replacement, fault diagnosis, and preventive maintenance scheduling. 3) Training Documentation – each trainee receives a printed training manual and certificate of completion. For customers who do not require on-site service, we provide comprehensive video training materials and can conduct remote training sessions via video call. Well-trained operators reduce downtime by up to 60% and extend machine life significantly.
My machine is out of warranty – can I still get support?
Yes, absolutely. We provide lifetime support for all SunAura machines, regardless of warranty status. Out-of-warranty support includes: 1) Free remote technical support – lifetime free troubleshooting and guidance via WhatsApp, email, or video call. 2) Spare parts at factory cost – genuine parts priced at manufacturing cost, no markup. 3) Paid on-site service – engineer dispatch at standard service rates. 4) Machine overhaul and upgrade – we can refurbish older machines, upgrade control systems (PLC/HMI), and retrofit new features. Even if your machine is 5 or 10 years old, we can typically source parts and provide support. We believe in building long-term relationships, not one-time sales.
What is covered under the warranty and what is not?
Covered: 1) Manufacturing defects in materials and workmanship; 2) Electrical components (PLC, servo drives, motors, sensors) that fail under normal use; 3) Mechanical structure and transmission components with manufacturing defects; 4) Free replacement of defective parts and free remote technical support. Not covered: 1) Normal wear parts – heating elements/seal wires, cutting blades, conveyor belts, silicone seals, fuses, brushes; 2) Damage from improper operation, overloading, or failure to follow the operation manual; 3) Damage from unauthorized modification, repair, or use of non-genuine parts; 4) Consumable supplies – strapping, shrink film, vacuum bags, tape; 5) Damage from improper voltage, power surges, or environmental factors; 6) Transportation damage after customer signs for delivery (report within 7 days if found). When in doubt, contact us – we evaluate each claim fairly and individually.
How do I find my machine’s serial number?
The machine serial number is essential for all service requests, warranty claims, and spare parts orders. You can find it in three places: 1) Machine Nameplate – a metal nameplate usually located on the side or back of the machine’s electrical cabinet or main frame. It lists the machine model, serial number, voltage, power, and manufacturing date. 2) Operation Manual – the front page or inside cover of the operation manual typically has a stamped or printed serial number. 3) Purchase Documents – your commercial invoice, packing list, or delivery note includes the serial number. The serial number format is typically SA-[YEAR]-[4-digit number] (e.g., SA-2023-0156). When contacting service, always provide the serial number – it allows us to identify the exact machine configuration, manufacturing date, and parts list instantly.
Do you provide technical documentation and wiring diagrams?
Yes, every machine ships with a complete documentation package including: 1) Operation Manual – detailed operation instructions, safety guidelines, daily/weekly/monthly maintenance procedures, troubleshooting guide, and error code list. 2) Electrical Schematic / Wiring Diagram – complete electrical drawings including PLC I/O list, terminal layout, and circuit diagrams (for qualified electricians). 3) Spare Parts List – illustrated parts catalog with part numbers, names, and specifications for easy ordering. 4) CE Declaration of Conformity – official CE documentation. 5) Certificate of Origin – for customs clearance. If you need additional documentation, contact our service team and we will provide them. Digital copies of all documentation are always available on request, even if you lose the printed versions.
How can I become a SunAura service partner or distributor?
We are actively looking for service partners and distributors worldwide. Benefits of partnership include: 1) Exclusive regional rights – protected territory for sales and service; 2) Technical training – free factory training for your service engineers (mechanical + electrical); 3) Spare parts stock support – discounted parts pricing and recommended stock list; 4) Marketing support – product brochures, demo videos, exhibition support, and lead forwarding; 5) Priority service – priority technical support and engineer dispatch for your customers. Requirements: 1) Established business in packaging machinery or related industrial equipment; 2) Local service capability with qualified technicians; 3) Financial capability to maintain spare parts stock; 4) Commitment to after-sales service quality. If you are interested, contact our business development team at [email protected] with your company profile, market coverage, and service capabilities.
Contact Our After-Sales Service Team
For service requests, warranty claims, spare parts orders, or technical support – reach out through any channel below. Our team responds within 24 hours, WhatsApp messages typically within 2 hours.