Technical Support

For help with a product purchased from ZENIX, contact support@zenix.lk or WhatsApp +94 77 675 9633. Start with your order reference, product model and a description of the problem.

Information that helps us assess the fault

• Your order reference or invoice details.
• The model, version and serial number where applicable.
• The exact error message or code.
• Clear photographs or a short video showing the issue.
• When the fault began, whether it is repeatable, and any checks or changes already made.
• Relevant software, firmware, material or accessory details.

Send only information needed for the support request. Do not share banking passwords, one-time passwords or complete card details.

How machine support is normally handled

1. Remote assessment: we use the fault information and suitable safe checks to identify the next step.
2. Guided component replacement: for a smaller fault that can safely be resolved this way, we may send the approved warranty part and provide fitting guidance.
3. Physical assessment and repair: for a complex fault, we may ask you to bring the machine to an agreed service location. Repairs may be handled by ZENIX, at a ZENIX service location where available, or by an arranged repair partner.

Warranty support normally resolves the affected component or fault. It does not automatically exchange a complete machine for a new unit because one part has failed. The appropriate remedy is determined through assessment and the applicable warranty and consumer rights.

If you are uncomfortable fitting a component or the work is beyond your ability, tell us before starting. We will discuss a suitable repair arrangement.

Covered repairs and service charges

For an approved warranty fault not caused by customer misuse or damage, ZENIX covers inspection, approved replacement parts and repair labour when the machine is brought to the agreed service location. The customer arranges and pays for bringing and collecting the machine.

On-site service is considered according to the location, issue and availability. Transport or travel costs and additional on-site service charges apply and are explained for your agreement before a visit is booked, even if the equipment is under warranty. Any proposed work outside the covered warranty is also explained before you agree to a charge.

Small tools and compact items

Small items may be returned under our instructions for assessment and repair, or an appropriate replacement or other remedy where repair is not practical. Contact us first for the receiving address and packing requirements.

Do not ship an assembled machine without approval

Assembled machines are vulnerable to transit damage. Whole-machine courier returns are exceptional and require our express approval of the shipment and packing arrangements. For complex machine repairs, the normal route is customer-arranged drop-off and collection at the service location confirmed by our team.

Do not travel to a service location or send any product before we confirm the arrangement. Our WTC corporate office and warehouses are not public walk-in support counters.

Assembly, setup and safe use

Machines are supplied in their original manufacturer packaging. Some models are supplied as semi-assembled kits and require further assembly before use.

For a semi-assembled kit, the customer is responsible for completing assembly correctly. Follow the manufacturer's manual or the relevant assembly videos for the exact model, including required checks, setup and calibration before operating the machine.

Assembly services and training programmes are provided only when they are expressly included in the package you purchase. If they are not included, the machine purchase does not include assembly or training.

If an assembly step, connection or component is unclear, contact us with the model and clear photographs before proceeding. Product troubleshooting and warranty requests continue through the support process described above.

Use the specified power supply, voltage, wiring and operating conditions. Specialist electrical work should be carried out by an appropriately qualified person. If equipment appears unsafe, stop using it and contact us before further testing.

Replacement-part compatibility

Similar-looking parts are not always interchangeable. Check the machine model, part number, dimensions, voltage and connectors. For help before ordering, send the product link, your machine model and photographs of the existing part and label.

Firmware, software and regional versions

Use firmware and software intended for the exact model and hardware version. Regional versions may differ in cloud access, app support, language and firmware. Check the product page and contact us if a required feature is unclear before purchase or an update.

Warranty and follow-up

Use the same order reference and conversation when providing updates. The advertised warranty begins on delivery; component exclusions follow the information supplied for the product at purchase. Read our Warranty, Returns and Refunds policy for the full service and transport process.