Warranty and Service Policy

The standard limited warranty covers hardware defects in materials and workmanship under normal and intended operating conditions. The coverage period begins precisely from the date of shipment from our manufacturing facility.

This warranty applies strictly to inherent manufacturing faults. Our obligation to provide warranty support or free replacements is voided under the following scenarios:

• Identification Failure: The product is missing its original universal touch label, or the serial number (SN) code has been defaced, altered, or removed, making positive identification impossible.

• Physical & Mechanical Damage: Any structural or component damage caused by external forces, including but not limited to broken glass panels, cracked touch controllers, crushed housings, or damaged communication cables.

• Unauthorized Alterations: Any hardware modification, unauthorized disassembly, or repair attempts performed by non-certified personnel without prior written consent from our technical support team.

• Environmental Misuse: Defects or failures resulting from operating in environments that violate specified parameters (e.g., extreme thermal exposure, excessive humidity, severe electrical surges, moisture ingress on non-waterproof models, or corrosive chemical environments).

• Improper Operation: Damage arising from operational abuse, incorrect voltage input, firmware misflashing via unapproved third-party tools, or neglect.

• Force Majeure: Product damage or complete loss caused by natural disasters (earthquakes, fires, floods, lightning strikes) or socio-political events (civil unrest, regulatory bans).

• Promotional Items: Free commercial samples, promotional evaluation units, or items explicitly sold under "as-is" liquidation pricing are generally ineligible for standard warranty replacements unless specified otherwise.

In the event of a suspected hardware anomaly, global partners must follow our standardized operational workflow to expedite resolution:

• Step 01: Case Initiation & Remote Triage Contact our customer support team via email at support@yourdomain.com (Replace with your actual email). Please provide the invoice/order number, specific hardware model, and product Serial Number (SN), accompanied by clear high-resolution photos or a video clip demonstrating the failure behavior.

• Step 02: Technical Evaluation Our engineering team will conduct a remote assessment within 24–48 hours to determine if the issue is software/driver-related or a genuine hardware fault. If a hardware fault is confirmed, an official RMA Number and shipping instruction packet will be issued.

• Step 03: Defective Product Return / Component Dispatch Depending on the dynamic of the hardware failure, we will either freight core replacement components (e.g., touch control boards, specific LED bars) directly to your site along with remote installation guides, or request the physical return of the unit to our service center for deep repair.

Unless alternative commercial terms have been legally specified in the sales contract, shipping costs associated with repairs are allocated based on industry-standard cost-sharing boundaries:

1. Dead on Arrival (DoA): If a product exhibits a fatal manufacturing defect within fifteen (15) calendar days of receipt, we will assume full logistics costs for returning the device and dispatching a brand-new replacement unit.

2. Standard Warranty Period Share: For items requiring return after the initial 15-day window but within the active warranty timeline, a two-way split freight model applies. The buyer is responsible for shipping costs and insurance when delivering the item to our designated repair center. We will bear all costs related to diagnostics, component repair, and the return freight back to the buyer's destination.

Important Notice to Partners: No returns will be accepted without a pre-authorized RMA Number. Unapproved shipments arriving at our facility will be rejected and returned to the sender at the sender's expense. For urgent industrial projects, please inquire about our Advanced Hardware Replacement program options.