Get Device Status API 2.1

HUGEROCK is dedicated to providing customers with high-quality, long-term after-sales support. Our core commitment is the "1-Year Replacement, 3-Year Warranty, and 9-Year Support" policy.

2.1 One-Year Replacement Policy

• Eligibility: Within one year from the date of purchase (defined by the retail customer's invoice date or the project client's acceptance date), customers are entitled to a free product replacement if a non-anthropogenic performance failure occurs under normal use.
• Replacement Standard: The replacement product will be of the same model and specifications as the original. If the original model is discontinued, a new model with specifications equal to or greater than the original will be provided.
• Post-Replacement Warranty: The warranty period for the replacement product will be the remaining duration of the original product's warranty. However, it will be covered for a minimum of 90 days from the date of replacement. The longer of the two periods shall apply.

Replacement Process:

• Initiate Request: The customer submits a service request through official channels (customer service hotline, official web site, or designated email), providing the product model, serial number, proof of purchase, and a description of the failure.
• Failure Diagnosis: An after-sales engineer will conduct a remote diagnosis or request the product to be sent to a designated service center for inspection.
• Authorization: Upon confirmation that the product meets the replacement criteria, an authorization (e.g., an RMA number) will be issued.
• Return of Defective Unit: The customer returns the faulty product according to the provided instructions. Customers in mainland China are eligible for a complimentary door-to-door pickup service.
• Shipment of New Unit: Upon receiving and inspecting the defective unit (or in certain cases, shipped in advance), a new product will be dispatched within 5-10 business days.