Spare parts and after-sales support for China goods
Agree a model-specific parts catalogue, tested compatibility, repair information and a written support arrangement before ordering. Name who handles faults, who pays repair costs and how discontinued parts will be managed. Cambridge China Bridge can coordinate these checks with factories through its staff in China.
Make support part of the purchase
Ask the factory to acknowledge a support schedule alongside the order. Define the supported models, the availability period and what starts that period, ordering arrangements, response expectations and named contacts. Avoid accepting “spares available” without a catalogue and a way to place an order. Use the product specification guide for the underlying product details.
Separate consumables, wearing parts and components whose failure stops use or creates a safety concern. Decide which to hold in the UK and which to order as needed, using repair history, downtime and replenishment risk. For machinery-specific preparation, see spare parts support before importing equipment.
Build a parts list that identifies the right item
Request an illustrated parts catalogue or exploded drawing linked to the product model and revision. Each entry should identify the factory part code, description, drawing revision, material or rating where relevant, fitting location and compatible product batches or serial ranges. Record whether the item arrives alone or as an assembly, including seals, fasteners and other fitting materials.
Keep your own copy rather than relying on a factory website or salesperson’s messages. Map your stock codes to the factory codes and retain photographs of identifying marks. Ask the supplier to label spare-part packaging with the same identifiers, so your warehouse and repairer can distinguish similar items.
Prove compatibility and control substitutions
A matching appearance or connector does not establish compatibility. Check dimensions, mounting, electrical ratings, connector wiring, materials, software version and calibration needs as relevant. Fit sample replacements to retained products from the affected revisions, then check operation and safety with a suitable repairer. Record which combinations passed and which were not tested.
Agree that substitutions and design changes need your written approval before supply. Request a change notice identifying affected parts, product revisions and whether the replacement works with earlier products. Where a retrofit needs an adaptor, software update or fitting kit, obtain the complete package and test it before describing it to customers as interchangeable.
Give repairers information and a clear fault route
Obtain service information in usable English: fault-finding steps, diagrams, safe isolation instructions, removal and fitting procedures, tools, software access and checks after repair. Define which tasks customers can perform and which need a suitably skilled repairer. Test the instructions by having your repairer follow them. The supplier instructions guide covers turning factory material into customer documentation.
Set a fault-reporting route that captures model, serial or batch identifier, symptoms, photographs and diagnostic results. Agree who authorises repairs and pays for parts, diagnosis, labour, freight and returns, including when no manufacturing fault is found. Keep service cases separate from delivery rejection claims, which are covered in goods arrived faulty.
For energy-related goods, check the applicable product-specific ecodesign rules before promising support. GOV.UK confirms that additional product-specific regulations apply in Great Britain and Northern Ireland. Ask a compliance adviser to establish the requirements for your exact product and destination, then reflect those findings in the support schedule.
Agree discontinuation notices before parts disappear
Ask for written notice before a model, component or support service is discontinued. Agree the notice period, delivery contact and acknowledgement route. The notice should identify affected revisions, the last ordering opportunity, final supply arrangements, proposed replacements and when repair information or software access will cease. Keep production discontinuation, parts supply and service support as separate dates.
Before placing a final parts order, review products still in service, repair demand, shelf life and storage conditions. Confirm replacement compatibility and whether tooling or drawings could support another supplier, subject to permission to use them. Retain the service archive and update customer information. Treat these as negotiated arrangements; record what the supplier has actually accepted.
Frequently asked questions
What should a factory spare parts list include?
Model and revision, part code, description, drawing or photograph, fitting location, compatible batches and any seals, fasteners or software needed for installation.
How do I check a replacement part is compatible?
Match the technical details, then fit and test a sample in the affected product revision. Record the result. Appearance and a matching connector are insufficient.
Does a warranty cover UK repair labour?
Check the agreed wording. Ask separately about diagnosis, labour, replacement parts, freight and returns, and who must approve the work before costs are incurred.
What should I ask for when a factory stops making parts?
Request notice identifying affected models, the last ordering opportunity, final supply arrangements, tested replacements and the end of repair information or software access.