Service & Support
I. Warranty Conditions.
The product is covered under warranty service if it meets all the conditions below:
1. For users who can not provide a purchase certificate (receipt or invoice), the warranty period is 240 days from the date of shipment (including the expiration date); For users with a valid proof of purchase, the warranty period is 365 days from the date of purchase certificate (including the expiration date of the same day, to the valid proof of the date of purchase indicated on the shall prevail).
2. The Division after-sales department of technical personnel to detect the quality of the product itself (devices or poor workmanship caused by product failure).
3. The special serial number on the product is clearly recognizable (not missing, broken, dirty).
Note: For products that have been out of warranty and have been returned to the factory for repair. You can enjoy 60 days of extended warranty service after repair (calculated from the date of repair).
The product will have its warranty void if any of the following conditions are founded:
1. Beyond the warranty period agreed in the above clause 1.
2. The customer disassembles or changes the internal structure of the product.
3. Improper use by the customer (non-waterproof product suffered water or other liquid infiltration, heavy impact, drop, ill-configured, etc.).
4. Special serial numbers are missing, broken, dirty and cannot be recognized.
5. XDFLY does not provide after-sales service to end-users of the factory-configured version, if customers need after-sales service, please contact the relevant manufacturers in a timely manner.
III. Shipping Cost
Products eligible for warranty, the customer pays the shipping cost to XDFLY, XDFLY pays the shipping cost to the customer after the product is repaired; If it is outside of mainland China, please contact the local dealer or distributor to centralize the repairs, in order to save expensive courier costs and bank charges.
Remarks: When sending back the repaired products, please choose the regular courier company (DHL, FedEx or UPS Express), after sending, please take the initiative to contact our after-sales department, in order to facilitate the timely receipt and processing.
IV. After-sales Service Procedure
The details of the above after-sales service are as follows:
1. The customer found the product can not be used normally, after careful inspection to confirm that the product has been damaged, the customer directly contact the relevant business or related e-commerce platform after-sales service personnel (telephone, e-mail, enterprise micro, etc. can be).
2. The relevant business or related e-commerce platform after-sales personnel forwarded to the company's after-sales service personnel to confirm whether it is an operational problem.
3. If the company's after-sales service personnel believe that the product really needs to be repaired, the customer fills in the “XDFLY Repair & Return Form”, and then sends the repair, the repair form, and proof of purchase within the warranty period together, please also attach the name, company, address, contact information, reasons, and maintenance requirements).
4. XDFLY after-sales department will evaluate the damage after receiving the repairs.
5. After the product is repaired, the after-sales personnel will contact the relevant business or the relevant e-commerce platform after-sales service personnel, the relevant after-sales service personnel will contact the user and confirm the contact information (addressee, contact phone number, address), and arrange to send it back to the customer after the customer's confirmation. (In general, and the customer to confirm the need to repair the product, the repair will be completed within 7 days, and the product and the repair form together with the original proof of purchase will be sent back to the user).
