Service Terms
All the products purchased from iMotion/iWaylink directly or its authorized distributors/resellers are protected under the iMotion/iWaylink’s warranty terms and fall into the scope of maintenance and service policy as below:
I. Warranty Terms
- The warranty period of the products lasts for at least one year since the date of purchase while that of the accessories (such as battery, adapter, cable, charging cradle, etc.) lasts for six months since the date of purchase.
- For any faults happened to the products under normal use and ascribed to the inherent problems of the products through identification within the warranty period, we will provide free maintenance services. The damage of appearance, enclosure and decorative parts and components are beyond the scope of warranty, for which, we do not provide free maintenance services. We can provide paid maintenance services based on customers’ demands beyond the warranty period.
II. DOA (Damage of Arrival) Service
1. It means DOA if customers complain product defects or missing parts to us within fifteen days upon receiving them and such defect is confirmed by us. The DOA affirmation time is based on the total days that the customer negotiates with us.
2. We will replace the products judged as DOA by our maintenance representatives.
3. We will supplement the missing parts (such as user’s manual, accessories, parts, etc.).
4. DOA will not be established if the problem about the product can be resolved by operation or setting.
5. In case of applying DOA service, customers must keep the product package intact and accessories complete. If the customer is confirmed having dismantled the product or lost accessories, we will not provide the DOA service.
6. If the model of DOA product established through the customer’s application is unavailable or no longer produced, we can provide the following alternatives:
- Wait for goods
- Make up the price difference to change the product of other models
- Refunding (we reserve the rights to refund the products the production of which has been halted)
7. We repair the products not meeting DOA conditions according to the general faulty products maintenance standard.
III. RMA (Return Merchandise Authorization) Service
- If the product purchased by customers has some problems while it is used, customers can apply to us for repairing via email (iwsupport@iwaypro.com) or phone (+886-2-8979-5055).
- We also provide online customer services so as to help resolve the software faults (such as software settings or operation).
- If the fault belongs to hardware fault according to the judgment of our online services, then it will enter RMA service process.
- We provide free detection service within the warranty period but the customer has to pay the primary detection service fees beyond the warranty period.
- If the products within warranty period are judged not damaged artificially by our maintenance representatives, we will provide free maintenance services. If the products within warranty period are judged damaged by improper artificial use by our maintenance representatives, we will provide maintenance quotation and repair the product after the customer agrees on our quotation.
- The maintenance of product beyond warranty period includes detection and maintenance fees. If the customer disagrees on our quotation, we will charge detection fees as appropriate.
- Before sending the products to us for repairing, customers need to back up relevant data. The product will be restored to factory defaults and all personal settings will not be recovered through maintenance. We bear no guarantee responsibilities for the data loss ascribed to the reason above.
- Some parts and components are repaired by replacing them with spare parts. The repaired product or parts may be slightly different from the product prior to repairing but it does not affect its original functions.
- For the product to be repaired by us, customers need to send the body and keep the rest accessories (such as battery, back cover, SD card, SIM card, etc.). We shoulder no responsibilities for keeping these accessories.
- Payment of domestic freight: Customers shall bear the freight for sending the product to be repaired to us; we are responsible for the freight for sending back the product to customers (the above ceases to apply to the special contract customers).
IV. Exceptions
We are not responsible for maintenance if any of the following cases happen within the warranty period. In such cases, customers need to pay the entire maintenance and material fees according to the price we conclude via negotiation:
- The product serial No. is not in consistency with that in product warranty certificate or is unclear, altered or destroyed.
- The product is damaged by failure to follow user’s manual or specification or improper use, including but not limited to the damage caused by heavy load, collision, drop, moisture, water, rain, high temperature, invasion of sundries or parts and components loss.
- Natural wearing or scratch of product enclosure caused by normal use or appearance that can be contacted without dismantling.
- Product damage caused by force majeure such as act of God, flood and earthquake.
- Product damage caused by negligence (including but not limited to accident, man-made damage, improper use, arbitrary part change, natural disaster or power).
- Faults and damages caused by unauthorized product dismantling or maintenance, assembly & disassembly, refitting, arbitrary change of specification or use of the accessories not from us.
- Faults and damages caused by improper software installation and settings or computer virus.
- The product warranty terms are applicable to the original hardware of products only instead of any software or other equipment and accessories.
Notes
1. The warranty is NOT applied to exclusive contract of customers.
2. Accessories including battery, adapter, power supply, and charging stand.
3. The warranty is NOT subject to the following conditions:
- Any damage caused by natural disasters such as such as floods, conflagrations, earthquakes, lightning, typhoons, insect/rodent pest etc.
- Product misused or abused due to non-compliance with the iMotion/iWaylink product manual.
- Any damage caused by mishandling during transportation or shipping process.
- Any damage caused by external products or equipment connecting to the iMotion/iWaylink product.
4. iMotion/iWaylink does not warrant, and shall not be responsible for any loss of data stored in the product.
