After Sales Service

After Sales Service

Part I – Limited Warranty

What is Covered

Under this Limited Warranty, VIONEER warrants that each product that you purchase will be free from material and workmanship defects under normal use in accordance with our published product materials during the warranty period. Our published product materials include, but not limited to, user manuals, safety guidelines, specifications, in-app notifications, and service communications.
The warranty period for different products and parts vary, please check support team of us to verify the duration of the warranty for your particular product or parts. The warranty period for a product starts on the day such product is delivered, If you cannot provide invoice or other valid proof of purchase, then the warranty period will start from 90 days after the production date that shows on the product, unless otherwise agreed upon between you and us.

What Will VIONEER Do

We will attempt to diagnose and resolve your problem by telephone, e-mail or online chat. We may direct you to download and install particular software updates.
If your problem cannot be resolved over the telephone or through the application of software updates, you may be required to deliver the product to us for further examination. We will arrange for repair or replacement service at no cost if the problem falls under this Limited Warranty.

What This After-Sales Policy Does NOT Cover

This policy does not cover the following:
× Damage caused by non-manufacturing factors, including but not limited to, operators’ errors.
× Damage caused by unauthorized modification, disassembly, or shell opening not in accordance with official instructions or manuals.
× Water damage or other damages caused by improper installation, incorrect use, or operation not in accordance with official instructions or manuals.
× Damage caused by a non-authorized service provider.
× Damage caused by unauthorized modification of circuits and mismatch or misuse of the battery and charger.
× Damage caused by operation which did not follow instruction manual recommendations.
× Damage caused by operation in bad weather (i.e. strong winds, rain, sand/dust storms, etc.)
× Damage caused by operating the product in an environment with electromagnetic interference (i.e. in mining areas or close to radio transmission towers, high-voltage wires, substations, etc.).
× Damage caused by operating the product in an environment suffering from interference from other wireless devices (i.e. transmitter, video-downlink, Wi-Fi signals, etc.).
× Damage caused by operating the product at a weight greater than the safe takeoff weight, as specified by instruction manuals.
× Damage caused by a forced operation when components have aged or been damaged.
× Damage caused by reliability or compatibility issues when using unauthorized third-party parts.
× Damage caused by operating the unit with a low-charged or defective battery.
× Uninterrupted or error-free operation of a product.
× Loss of, or damage to, your data by a product.
× Any software programs, whether provided with the product or installed subsequently.
× Failure of, or damage caused by, any third party products, including those that we may provide or integrate into our product at your request.
× Damage resulting from any non-VIONEER technical or other support, such as assistance with “how-to” questions or inaccurate product set-up and installation.
× Products or parts with an altered identification label or from which the identification label has been removed.

Limitation of Liability

When receiving service, VIONEER is responsible for loss or damage to our product only while it is in VIONEER’S possession or in transit, if VIONEER is responsible for transportation.

VIONEER is not responsible for loss or disclosure of any data, including confidential information or personal information, contained in a product.

Under no circumstances, and notwithstanding the failure of essential purpose of any remedy set forth herein, shall VIONEER, its affiliates, suppliers resellers, or service providers be liable for any of the following even if informed of their possibility and regardless of whether the claim is based in contract, warranty, negligence, strict liability of other theory of liability: 1)Third party claims against you for damages; 2) Loss, damage or disclosure of your data; 3) Special, incidental, punitive, indirect or consequential damages, including but not limited to lost profits, business revenue, goodwill or anticipated savings. In no case shall the total liability for VIONEER, its affiliates, suppliers, resellers or service providers for damages from any caused exceed the amount of actual direct damages, not to exceed the amount paid for the product.
The foregoing limitation does not apply to damages for bodily injury (including death), damage to real property or damage to tangible personal property for which VIONEER is liable under law.

As some states or jurisdictions do not allow the exclusion or limitation of incidental or consequential damages, the above limitation or exclusion may not apply to you.

If you have any questions concerning warranty issues, please call the VIP Service Department at +86-755-66898667

Part II – Return & Refund Service

You can request Return & Refund Service:

√ Within seven (7) calendar days of receiving a product if the product has no manufacturing defect, has not been activated and is still in new or like-new condition.
√ Within seven (7) calendar days of receiving a product if the product has a manufacturing defect.

Return & Refund Service will not be provided where:

× It is requested beyond seven (7) calendars days of receiving a product.
× A product sent to VIONEER for Return & Refund Service does not include all original accessories, attachments or packaging, or any item is not in new or like-new condition, i.e. with cracks, dents or scratches.
× A legal proof of purchase, receipt or invoice is not provided or is reasonably believed to have been forged or tampered with.
× Any fault or damage of the product is caused by unauthorized use or modification of the product, including exposure to moisture, entry of foreign bodies (water, oil, sand, etc.) or improper installation or operation.
× Product labels, serial numbers, waterproof marks, etc. show signs of tampering or alteration.
× Damage is caused to the product by uncontrollable external factors, including fire, floods, high winds or lightning strikes.
× A product is not delivered to VIONEER within seven (7) calendar days after Return & Refund Service confirmation is sent from VIONEER.
× Other circumstances stated in this policy.

You can request Replacement Service:

√ Within fifteen (15) calendar days of receiving the product if the product has sustained a substantial damage in transit, provided always that the damage proof issued by the carrier can be provided to VIONEER.
√ Within fifteen (15) calendar days of receiving the product if the product does not match the original description of the product in one or more significant respects.
√ Within fifteen (15) calendar days of receiving the product if the product suffers performance failure.

Replacement Service will not be provided where:

× Service is requested more than fifteen (15) calendars days after receiving a product.
× Legal proof-of-purchase, receipts, or invoices are not provided, or are reasonably believed to have been forged or tampered with.
× A product sent to VIONEER for replacement does not include all original accessories, attachments and packaging, or contains items damaged by user error.
× A product is found to have no defects after all appropriate tests are conducted by VIONEER.
× Any fault or damage of the product is caused by unauthorized use or modification of the product, including exposure to moisture, entry of foreign bodies (water, oil, sand, etc.) or improper installation or operation.
× Product labels, serial numbers, water damage marks, etc. show signs of tampering or alteration.
× Damage is caused by uncontrollable external factors, including fires, floods, high winds, or lightning strikes.
× Received product has not been sent back to VIONEER seven (7) calendar days after replacement confirmation from VIONEER.
× Proof of damage during transit issued by the carrier cannot be provided.
× Other circumstances stated in this policy.

Part III –VIONEER After-Sales Service Flow

What to do Before Obtaining After-sales Service

Before obtaining after-sales service, the following steps must be taken:
√ Follow the procedures specified by VIONEER as shown in the “VIONEER After-Sales Service Flow” part.
√ Backup all data contained on your product.
√ Except for device logs, remove all data, including confidential information, proprietary information and personal information, from the product. Or, if you are unable to remove any such information, modify the information to prevent its access by another party or so that it is not personal data under applicable law. VIONEER shall not be responsible for the loss or disclosure of any data, including confidential information, proprietary information, or personal information, on a product returned or accessed for warranty service.
√ Provide VIONEER with all system passwords, if necessary.
√ Provide VIONEER with sufficient and safe access to your product, so we can provide service as needed.
√ Remove all additional parts, alterations, and attachments not covered under warranty.
√ Ensure that the product or part is free of any legal restrictions that prevent its replacement.
√ If you are not the owner of a product or part, obtain authorization from the owner for us to provide warranty service.

Product and Part Replacement

When after-sales service involves the replacement of a product or part, the replaced product or part becomes VIONEER property and the replacement product or part becomes your property. Only unaltered VIONEER products and parts are eligible for replacement.
Replacement products or parts provided by VIONEER may not be new, but it will be in good working order and at least functionally equivalent to the original product or part’s warranty. A replacement product or part shall be covered for the time remaining in the original product’s warranty.

Use of Personal Contact Information and Data

If you obtain service under this policy, you authorize VIONEER to store, use, and process your device log information and your contact information, including name, phone numbers, address, and e-mail address. You agree and understand that it is necessary for VIONEER to collect, process and use your data to perform service under this policy. We may contact you to inquire about your satisfaction with our service or to notify you about any product recalls or safety issues. VIONEER may request your authorization to access, use and process the vision image data that stored in your returned product when you decide to apply for after-sales service. If you refuse to do so, VIONEER may not be able to provide certain after-sales service to you. In achieve these aims, you authorize VIONEER to transfer your information to any country where we do business and to provide it to entities acting on our behalf. We may also disclose your information where required by law.

Essential Information

√ The warranty period for Return & Refund Service, Replacement Service and Warranty Repair Service may vary with respect to your product, the part experiencing issues, or the country of purchase. Please refer to support team of us for the warranty period for your product and products in your country.
√ You are responsible for shipping costs when sending product(s) for return, repair or replacement.
√ VIONEER will examine the returned product(s) to identify the problem. If the problem qualifies for service under this policy, VIONEER will bear the cost for refund, replacement, or repair and return the product(s) at our cost to you.
√ If VIONEER determines that the issue in question is not covered by this VIONEER After-Sales Policy, you will have to apply for Customer Paid Repair Service. VIONEER will not start repair until you agree to the cost for repair quoted by VIONEER. If you disagree with the cost for repair, VIONEER will return the product(s) with you burdening the cost of return shipping.
√ Please note that products and components presented for repair may be replaced by refurbished goods of the same type rather than being repaired. These refurbished goods have been tested and are similar to brand new goods in function and appearance. If any refurbished parts or units do not meet our quality assurance requirements, brand new parts or units will be issued. Any replaced parts may come with different serial numbers.
√ Please be aware that where a product is capable of retaining user-generated data, such data may be lost during the repair process. We therefore recommend that you back up your data prior to any repair.
√ Please note that data analysis service will not be provided after warranty expiration.
√ Customers can obtain warranty service only at a designated VIONEER repair center in the region where he/she purchased the product. However, depending on part availability, customers can obtain cross-regional repair service at an additional charge.
√ If a customer in Region A wants to send in their products to a designated VIONEER repair center in the Region B without informing VIONEER, the customs duty, customs clearance, and other costs incurred will be covered by the customer.
√ If the device is water-damaged, its performance may be severely affected, and the device will be beyond repair. So a replacement service is provided, instead of repair services, if the product is sent in.
√ Before sending your product for repair, please remove any customized decorations and items on it (including but not limited to decorative stickers, UAS stickers, paintings, etc.). VIONEER will not be responsible for any damage or loss that may occur to these customized decorations and items.
√ To guarantee your legal rights, please check whether your product is intact (check whether any damage has occurred to your product during transportation) when signing for it. If the product has a defect, please report it to us within seven (7) days of signing for it; or it will be deemed that the product you signed for is intact and fully functional.