1. Warranty basis
Warranty periods and coverage vary by brand, model, regional version and application. Orders should include the applicable manufacturer warranty or state the responsible party, start date and process in the contract.
2. Arrival inspection
Check packaging, quantity, model, serial number and condition promptly after receipt. For transport damage, shortages or incorrect items, retain packaging, labels, delivery records, photos and video, and notify within the contractual period.
3. After-sales information
Technical or warranty requests normally require the order number, model, serial number, installation date, system configuration, fault description, logs, alarm codes, site photos or video, and troubleshooting already completed.
4. Handling process
After receiving complete information, we help verify the issue, contact the relevant supplier or manufacturer and progress remote diagnosis, spare parts, repair, replacement or another remedy under the applicable terms.
5. Common exclusions
Unauthorized modification, incorrect installation, use beyond specifications, unsuitable environment, external electrical faults, force majeure, normal wear or failure to follow manuals and local rules are generally outside standard warranty coverage.
6. Logistics and on-site costs
Responsibility for returns, customs, on-site labour, removal, installation, lifting and travel should be stated in the contract or warranty. Unapproved costs are not automatically reimbursable.
7. Submit a support request
Send the order information and fault evidence to [email protected] with the subject “After-sales request + order number + product model”.