Warranty & Service

Standard warranty with clear SLAs for modules and terminals. Simple, auditable RMA.

01.After-sales Commitment

Standard warranty and repair services apply to products purchased via official channels and used under compliant conditions.
SLA: 24h first response, 48h RMA issuance, 3 business days lab diagnosis, 5–7 business days repair/replace shipment; RCA report (if requested) within 5 business days.
Warranty starts from shipment; serial numbers and lots are traceable.
Exclusions: misuse/liquid/corrosion/unauthorized modification; wrong power/non-original cables or accessories; missing/damaged serial labels; out-of-warranty.

Thermal imaging modules: 24 months
Laser rangefinder modules: 18 months (IEC 60825-1 compliant use)
Terminal products (rifle/handheld/reflex): 12 months
Batteries & accessories: 6–12 months (per cell/cycle spec)
Coverage: manufacturing/material defects, factory calibration drift under normal use, official firmware defects/updates, DOA/infant mortality.
Within warranty, parts & labor are free; inbound freight by customer, return freight by us (duties per local regulations).

Window: 7 days from receipt for confirmed DOA (non-human functional failure) — return/refund; 30 days for exchange of the same model/spec.
Process: Submit RMA → receive RMA# & packing guide → ship back with ESD protection → 48h lab check → return/exchange with test report.
Conditions: Intact serial label & seals; no secondary damage; all accessories/packaging complete; no unauthorized repair or 3rd-party firmware.
Freight: 7-day DOA round-trip freight by us; 30-day exchange follows standard policy (inbound by customer, return by us).
Data & settings: Customer removes sensitive data/custom settings; we perform standard reset before shipment.
Documents: Include issue description and shipment/purchase proof to speed up verification.

Scope: Out-of-warranty, cosmetic/human damage, failures from non-original power/cables, or paid service by request.
Triage & Quote: 48h after receipt we provide diagnosis + quotation; work starts upon written approval.
Work: Parts replacement, firmware updates, optical/thermal calibration, full functional & burn-in tests; repair checklist & test records returned.
Turnaround & Logistics: Standard 5–7 business days; follow packing & ESD guidelines; inbound by customer, return by us.
Repair Warranty: 90-day warranty on repaired/replaced items or remaining original warranty, whichever is longer.

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