1. Warranty & Service Policy

1.1 Standard Coverage

• Free Warranty Period:
  1 full year from the date the product is delivered and accepted (or 30 days after delivery if acceptance testing is not completed—deemed accepted by default).
• Lifetime Service Guarantee:
  After the warranty expires, we offer lifetime paid repair service — you only pay for actual parts cost + reasonable labor.
  No base maintenance fees ever.

1.2 VIP / Long-Term Customer Policy

For established repeat customers and authorized distributors, we may extend free repairs or replacements beyond standard warranty terms (based on purchase history or agreement). For out-of-warranty repairs, round-trip shipping is borne by the customer.

1.3 Warranty Extension Rule

If a repair or replacement is required due to a quality defect, the warranty on the repaired/replaced part or unit restarts from the date it is redelivered to you. The extension covers both repair time and shipping duration.

2. Core Services Provided

• Free Remote Technical Support
  
  • Installation guidance, parameter setup, system integration, and troubleshooting via phone, video call, email, or screen sharing.
  • Full access to product datasheets,
    user manuals,
    protocol documents,
    and other technical resources at no charge.
• Fault Repair Service
  
  • During warranty:
    Free repair or replacement of parts, labor, and round-trip shipping for defects in materials, workmanship, or design.
  • Out of warranty or non-quality issues:
    Paid repair service — we provide a detailed quotation first; work begins only after your written approval.
  • All repairs use original or equivalent-quality components to restore factory performance standards.

3. Service Process

3.1 How to Submit a Service Request

1. Contact us through your sales representative,email,website form,or customer service channel.
2. Please provide:
   
   • Product model and serial number
   • Purchase date
   • Detailed fault description + photos/videos if available
   • Device configuration, wiring, and operating environment details
   • Your contact information
3. We respond within 2 hours with initial diagnosis and recommended action.

3.2 Remote Support Process

If remote resolution is feasible, we schedule assistance within 1 working day and aim to resolve the issue on the same day or next working day.

3.3 Return-for-Repair Process

1. Pack the product securely and mark the Service Request Number.
2. Upon receipt, we complete inspection and issue a diagnostic report within
   5 working days.
3. In-warranty repairs: returned within
   3 working days.
   Out-of-warranty repairs: returned within
   3 working days after payment.

3.4 Replacement Process

For eligible in-warranty replacements, we ship a new unit within
3 working days.
Out-of-warranty replacements are shipped after payment confirmation.

4. Exclusions – Cases Not Covered by Free Service

The following situations are not eligible for free support (paid service available where possible):

1. Damage caused by force majeure (earthquake, fire, flood, typhoon, war, etc.).
2. Damage due to improper use, maintenance, or storage.
3. Damage caused by disassembly, repair, or modification by unauthorized personnel.
4. Products with altered, forged, or illegible serial numbers.