Warranty & Service Policy

7. Legal Compliance

The HUGEROCK After-Sales Service Policy strictly complies with the laws and regulations of the markets where its products are sold (including China's "Three Guarantees" Provisions, the EU's Consumer Protection Directives, and the Magnuson-Moss Warranty Act in the USA). In the event of a conflict between this policy and local mandatory laws, the local laws and regulations shall prevail.

6. Other Important Notices

Data Security Disclaimer: Before sending a device for repair, please ensure you back up and erase all personal data. HUGEROCK assumes no responsibility for the loss or disclosure of any data (including confidential or personal information) on devices sent for repair or returned.

• Unclaimed Devices: If a device cannot be returned due to customer-related reasons, HUGEROCK will store it for 60 days from the last contact attempt. If the device remains unclaimed after this period, HUGEROCK reserves the right to dispose of it as abandoned property without any refund.
• Battery Storage & Maintenance: If a device is to be stored for more than six months, it is recommended to charge the battery to approximately 50%, store it in a dry, dark environment, and recharge it to 50% every six months.

5. Extended Warranty & Value-Added Services (For Enterprise & Government Clients)

For large enterprises, bulk purchasers, and government procurement projects, HUGEROCK offers value-added services as defined in the contract, which may include:

• Extended Warranty: The standard three-year warranty can be extended to five years or longer.
• 24/7 Remote Technical Support: Priority access to dedicated support engineers.
• Rapid Replacement Mechanism: Under contract, a replacement unit can be shipped immediately upon reporting a failure to ensure high business availability.
• Other Customized Services: On-site support, periodic inspections, customer training, etc. (Specific terms and fees for these services must be mutually agreed upon in the purchase contract or service agreement.)

The free warranty and replacement services do not cover the following situations. Repairs for such cases will be subject to a fee:

• Anthropogenic Damage: Damage caused by human factors, such as cracked screens, drops, liquid or oil ingress, corrosion, compression, or scratches.
• Improper Operation: Damage resulting from unauthorized firmware flashing, virus attacks, system modification, or data loss.
• Unauthorized Repair: Damage caused by disassembly, modification, or repair performed by a party not authorized by HUGEROCK.
• Environmental Factors: Failures caused by natural disasters or abnormal environmental conditions, such as lightning strikes, high temperatures, humidity, or voltage fluctuations.
• Force Majeure: Damage resulting from unforeseeable and unavoidable events, including but not limited to war, earthquakes, or labor strikes.
• Other: Failures resulting from use outside the scope of the user manual or from issues not related to the product's intrinsic quality.

3. Service Differences for Domestic & Overseas Customers

Domestic Customers (Mainland China):

• Logistics Support: Free round-trip shipping (door-to-door pickup and return) is provided for all warranty repairs and replacements.
• Service Timeframe: A faster service turnaround is provided, with a typical repair cycle for common failures of 5-7 business days.
• Legal Compliance: Services strictly adhere to China's "Three Guarantees" regulations and other relevant laws, often exceeding the legally mandated standards.

Overseas Customers:

• Service Process: Customers must contact HUGEROCK via email or the international service hotline to obtain an RMA number and shipping instructions.
• Cost Responsibility: The customer is responsible for all round-trip shipping costs to the designated international repair center, as well as any applicable customs duties or taxes. Purchasing shipping insurance is recommended.
• Localized Service: We are actively expanding our network of authorized service providers in major global markets. In regions where a service point has been established, customers may be directed to a local facility to reduce cross-border shipping.

2.3 Nine-Year After-Sales Support

Following the expiration of the three-year free warranty period, HUGEROCK will continue to offer extended after-sales support for a total of nine years from the original date of purchase.

• Paid Repair Service (Years 4-9): A reasonably priced repair service will be available, charging only for the necessary component costs and labor fees. All repairs will be performed by certified technicians.
• Spare Parts Availability: HUGEROCK commits to maintaining an inventory of necessary spare parts for at least nine years after a product's market launch to ensure repair needs can be met throughout the support period.
• Discount & Upgrade Policy: To reduce the long-term cost of ownership, long-term customers will be offered discounts on repairs or trade-in credits for new products. Specific policies will be announced annually..

2.2 Three-Year Limited Warranty Policy

• Warranty Period: All products are covered by a three-year limited quality warranty from the date of purchase.
• Scope of Warranty:
• Main Unit: Performance failures arising from defects in manufacturing processes or raw materials are covered for free repair service (including parts and labor costs) within the warranty period.
• Vulnerable and Consumable Parts: Built-in vulnerable and consumable components (including but not limited to print heads, gears, paper rollers, batteries, chargers, and accessories) are covered by a one-year warranty.

Repair Guarantee:

Repairs will be conducted using original, certified parts. All replaced defective parts become the property of HUGEROCK. Replaced parts are covered for the remaining duration of the original equipment's warranty or for 90 days from the date the repaired product is shipped back, whichever is longer. If the same issue persists after two repair attempts, the customer will be provided with a free replacement of the same model.

• Service Process: After the customer submits a warranty claim, HUGEROCK will guide them to send the product to an authorized repair center. The inspection and confirmation of the repair plan will typically be completed within 7 business days of receiving the unit.

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.

1. Scope of Application

This After-Sales Service Policy applies to all industrial-grade smart products and associated accessories under the HUGEROCK brand. This policy is applicable to all customers, including general consumers, corporate clients, and government procurement projects.

For standard retail purchases, this document serves as the default after-sales policy. For enterprise and government procurement clients, customized service terms may be added to supplement this standard policy as stipulated in the specific contract. This after-sales service commitment is valid globally, subject to local laws and regulations and any region-specific provisions outlined herein.