1. Service Standards & Scope

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1.1. Scope of Service

• Under normal use, the Khadas product you have purchased will be free from defects in material and workmanship during the warranty        period.

• The warranty period of this product is calculated from the day after the goods are received by you.

• If you cannot provide evidence such as an invoice or shipping receipt, the warranty start date will be extended 90 days from the date of        manufacture shown as on the device or otherwise stipulated by Khadas.

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1.2. How to Get After-Sales Service

• During the warranty period, if the product is unable to function normally nor meet performance specifications, please contact Khadas to  obtain after-sales service.

• If the product fails outside of the warranty period, you may still contact Khadas to provide the relevant paid service and support.

• Khadas' after-sales service policy may vary from place to place, and charges may apply for services rendered outside the scope of warranty.

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1.3. Preparations Before Getting After-Sales Service

• Follow the service process of Khadas.

• Backup and save all data contained in the product.

• Ensure that Khadas can fully, freely and securely access your device to provide after-sales service.

• Remove all custom, optional, or modified parts and accessories that are not covered by after-sales service.

• If you do not own the product, please obtain permission from the owner of the product so that Khadas can provide you with after-sales      service.

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1.4. Khadas After-Sales Service Process

• After contacting Khadas, please describe the problem with the product in detail. Technical support staff will attempt to diagnose and resolve your issue through our forum, email, telephone or remote assistance.

• If phone calls and application software updates do not resolve your issue, you will need to send the product back to Khadas for further     testing.

• Khadas will arrange services according to the type of warranty enjoyed by the product. The types of services are specified in section 2,         "Types of After-Sales Service".

 

1.5. Replacement Products and Parts

• If Warranty Service involves a replacement product or part, the defective product or part becomes the property of Khadas and the                replacement product or part becomes your property. Only unaltered Khadas products and parts will be replaced.

• The replacement products or parts provided by Khadas may not be brand new, but they are certainly in good working order and at least      equivalent in performance to the replaced item. Replaced products or accessories are covered by the same warranty for the remainder of the warranty period of the defective product.

 

1.6. Situations Outside the Scope of After-Sales Service

• Accidents such as collision and burnout caused by man-made, non-product quality problems.

• Damage caused by unauthorized modification, disassembly, opening of the enclosure, etc.

• Damage caused by improper installation, use and operation not in accordance with the instructions of the official user manual.

• In the absence of official instructions and guidance, the customer repairs the damage caused by the defective components.

• Damage caused by circuit modification, improper matching and use of third party battery packs and chargers.

• Damage caused by operating the product in harsh environments, outside the normal temperature and humidity range that the product can  withstand.

• Damage caused by operating the product in unstable electromagnetic environments or strong interference, such as mining areas,                transmission towers, high-voltage lines, substations, etc.

• Damage caused by operating the product with third-party components that are not certified by Khadas.

• Damage caused by operating the product below or above the recommended voltage levels, or the use of batteries with quality problems.

• Damage caused by long term erroneous operation of the product.

• Any software program, whether pre-installed or while the product is in use.

• Failure or damage caused by any third-party products (including those integrated into Khadas products at your request).

• Assistance with "how to" questions and damage caused by problems with machine setup and installation.

• Products or parts with modified or removed identification/manufacturing labels.

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2. Types of After-Sales Service

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2.1. Khadas provides you with the following after-sales services

• Return

• Exchange

• Warranty

• For more information, please contact the Khadas Service Center or your local Khadas Authorized Distributor.

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2.2. You can apply for a return if you meet the following conditions

• Within 7 natural days after the customer receives the goods. The product packaging, accessories, gifts, and instructions are unopened, and  there is no external damage, the product has not been activated for use, and thus does not affect product resale.

• Within 7 natural days after the customer receives the goods, it is found that the product has a performance failure that was not caused by  the user.

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2.3. We have the right to refuse a customer's return request in the following cases

• If the request for return is made more than 7 natural days from the date of receipt.

• The returned product is incomplete, the outer packaging, accessories, gifts, instructions are incomplete, or the appearance is damaged due to user actions.

• Failure to provide legal proof of purchase or documents when returning goods, or providing forged or altered documents.

• Damage and burnout not caused by quality problems of the product itself, as well as product quality problems caused by man-made            unauthorized modification, entry of foreign objects (water, oil, sand, etc.), incorrect installation, and failure to use and operate according to the instructions in the official user manual.

• Torn, altered labels, machine serial numbers, waterproof marks, anti-counterfeiting marks, etc.

• Products damaged due to unavoidable factors, such as fire, flood, lightning strike, traffic accident and other force majeure.

• After contacting Khadas to confirm the return service, the corresponding item is not sent back within 7 natural days of confirmation of the return.

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2.4. If one of the following conditions is met, you can request a replacement

• The customer finds that the product has been damaged during transportation within 7 natural days after receiving the goods and can           provide a ‘Certificate of Damage’ from the transportation company.

• The customer finds that the product is seriously inconsistent with the description of the original product in one or more important aspects   within 7 natural days of receiving the goods.

• Within 7 natural days after the customer receives the goods, it is found that the product has a performance failure that is not caused by the user or other external causes.

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2.5. We have the right to refuse the customer's exchange request in the following cases

• If the request for replacement is made more than 7 natural days from the date of receipt.

• The legal proof of purchase or documents cannot be provided when exchanging goods, or the documents are forged or altered.

• The replacement product is incomplete, or the appearance is damaged by the user or other external causes.

• After testing by Khadas’ Technical Support Department, no quality problem was detected. 2.5.5. Collision, burning, artificial modification,      foreign matter (water, oil, sand, etc.)

• Product performance problems caused by incorrect installation, use and operation not in accordance with the official user manual.

• Torn, altered labels, machine serial numbers, waterproof marks, anti-counterfeiting marks, etc.

• Products damaged due to unavoidable factors, such as fire, flood, lightning strike, traffic accident and other force majeure.

• After contacting Khadas to confirm the exchange service, the corresponding item is not sent back within 7 natural days of confirmation of    the exchange.

• If the goods are damaged due to transportation, however the customer fails to provide a “Cargo Damage Certificate” issued by the              transportation company.

• Other situations not described in this policy document.

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3. Eligibility for Warranty Service

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• If the product experiences a performance failure during the effective warranty period, you can apply for warranty service as governed by the terms and conditions in this policy document.

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4. Conditions for Free Warranty Service

 

• The product has been used normally within the product warranty period beginning at the time of receipt of the product, and there is no      damage caused by the user or other external factors.

• No unauthorized disassembly, modification or installation, or other failures caused by unauthorized repair of the product.

• Provide valid proof of purchase, receipt and order number.

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5. Situations Outside the Scope of Free Warranty Service

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• Accidents such as collision and burnout caused by man-made, non-product quality problems.

• Damage caused by unauthorized modification, disassembly, opening of the enclosure, etc.

• Damage or water ingress caused by improper installation, use and operation not in accordance with the instructions in the official user        manual.

• In the absence of official instructions and guidance, the customer repairs the damage caused by improper usage or faulty assembly.

• Damage caused by circuit modification, improper matching and use of third party battery packs and chargers.

• Damage caused by reliability and compatibility issues when used with third-party components that are not certified by Khadas.

• Damage caused by operating the product below or above the recommended voltage levels, or the use of batteries with quality problems.

• The device serial number, factory label and other labels are torn or altered.

• After contacting Khadas to confirm the warranty service, the corresponding item is not sent back within 7 natural days of confirmation of the warranty service.

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6. Other Terms & Conditions

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• The user needs to return the defective product according to Khadas' return request. After receiving the defective device, the Khadas            Service Center will conduct fault detection on the product to determine the cause of the problem. If it is a quality defect of the product        itself, Khadas is responsible for the inspection fee, material fee, labor fee and courier fee.

• If package delivery is unsuccessful due to external factors such as incorrect customer information, untimely customs clearance, etc; Khadas will not compensate for the loss.

• If the tested product does not meet the conditions for free warranty service, the customer can choose to pay for service or for return of the original machine.

• If you fail to send the goods back as required by Khadas, you shall be responsible for the costs or losses incurred.

• If the damage/defect is not covered by the free warranty (such as damage caused by man-made or other external factors), we will charge    the corresponding inspection fee, replacement part fee, testing fee, labor fee and courier fee according to the specific problem.

• Please note that product maintenance may result in data loss, please back up your data first.

• Do not send back seriously damaged batteries, such as cells experiencing bulging and leakage; if they have been sent back, our company    will scrap such batteries and will not return them. 6.8. Only Khadas products purchased from the official Khadas store can enjoy the after-    sales service as specified by this policy.

• For Khadas products purchased from Khadas Authorized Agents or Distributors, Khadas only provides repair and maintenance services.      Return, exchange, refund and other services are borne by the agent or distributor.

• If you want to return products across different countries/regions, you need to obtain the consent of Khadas, and the resulting customs        duties and customs clearance fees must be borne by you.

• In order to ensure your rights and interests, when you sign for the receipt of the goods from the logistics company, please check to ensure if the products have arrived in good condition (whether there is any damage caused by logistics and other reasons).

• If there is any abnormality in the products, please report it to us within 7 days from the date of receipt; otherwise, it will be deemed that      the product is not damaged and has normal performance.

• According to the claims management process as specified by the logistics company; if the items are damaged due to logistics and        transportation, you need to report this to the Khadas Service Center within 72 hours.

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7. Table of Product Warranty Periods