Warranty & Service

Clear warranty terms, practical RMA support, and traceable service records for thermal imaging modules and finished devices.

01 . After-Sales Support

We provide warranty, repair, and RMA support for products purchased through official channels and used under normal operating conditions.
- Clear response and RMA handling for qualified warranty cases.
- Support includes issue review, troubleshooting, repair guidance, replacement evaluation, and service records.
- Warranty status can be checked by serial number, order record, or traceable purchase information.
- Exclusions include misuse, liquid damage, corrosion, unauthorized modification, wrong power input, non-original accessories, damaged serial labels, and out-of-warranty products.

02 . Warranty Coverage

Warranty periods vary by product type and component category. Final coverage may depend on order terms, product model, and project agreement.
- Thermal imaging modules: up to 24 months.
- Laser rangefinder modules: up to 18 months.
- Finished thermal imaging products: typically 12 months.
- Batteries and accessories: usually 6–12 months, depending on cell type, cycle life, and accessory category.
- Coverage includes manufacturing-related defects, factory calibration drift under normal use, official firmware issues, and verified early-life failures.
- During the warranty period, parts and labor are covered for qualified cases. Freight responsibility is handled according to the order terms and local import regulations.

03 . Return & Exchange

Return or exchange requests are reviewed based on product condition, failure type, and order agreement.
- DOA cases should be reported within 7 days after receipt with photos, videos, issue description, and purchase or shipment proof.
- For verified functional failures, we may provide troubleshooting, repair, replacement, or exchange based on the inspection result.
- Products returned for inspection should include main unit, accessories, packaging, and original serial labels.
- Unauthorized repair, disassembly, physical damage, liquid damage, missing labels, or modified firmware may affect return or exchange eligibility.
- For customized OEM products, return and exchange terms should follow the confirmed project agreement.

04 . RMA Process

A clear RMA process helps both teams verify the issue, reduce communication time, and choose the right service solution.
- Submit product model, serial number, order record, and issue description.
- Provide photos, videos, test conditions, or error screenshots when available.
- Our team reviews the case and confirms whether RMA inspection is required.
- After inspection, we provide a repair, replacement, return, or technical solution based on the result.
- Service records can be kept for future project tracking and quality improvement.

05 . OEM Service Support

For OEM and long-term cooperation projects, we support service planning from sample testing to batch supply.
- SN records help connect each unit with production, testing, and service history.
- Firmware version, configuration, and batch information can be reviewed when needed.
- Common issues can be summarized for product improvement and future production control.
- Spare parts, repair guidance, and replacement plans can be discussed for volume projects.
- Service terms for customized products follow the confirmed project agreement.

This page provides a general service summary. Final warranty, RMA, return, exchange, freight, and after-sales terms are subject to the confirmed quotation, purchase order, or signed supply agreement.

Send Your Service Request

Share your warranty, RMA, or after-sales question with our team.