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Warranty Coverage
- Standard warranty
- Other warranties
- Extended Warranty
Our standard warranty covers:
Manufacturing Defects: Issues arising from faults in materials or workmanship during normal use.
Product Components: All critical components of our thermal imaging cores, lenses, and sights, including detectors, circuit boards, and optical elements.
Performance Specifications: Ensuring the product meets the technical specifications outlined in the product documentation at the time of purchase.
Duration: The standard warranty period is 1-2 years from the date of delivery, unless otherwise specified in your purchase agreement.
The warranty does not cover:
Misuse or Abuse: Damage caused by improper handling, unauthorized modifications, or use outside the product’s specified operating conditions (e.g., exposure to excessive temperatures beyond -40°C to +60°C or submersion beyond IP67 limits).
Accidental Damage: Physical damage due to drops, impacts, or other external forces.
Consumables: Items such as batteries, unless they fail due to manufacturing defects within the first 6 months.
Normal Wear and Tear: Cosmetic issues (e.g., scratches, fading) that do not affect functionality.
Unauthorized Repairs: Issues arising from repairs or modifications performed by non-authorized service providers.
Environmental Damage: Damage caused by extreme environmental conditions not covered by the product’s IP67 or MIL-STD-810G certifications (e.g., prolonged exposure to corrosive substances).
For added protection, we offer optional extended warranty plans:
3-Year Extended Warranty: Extends coverage to 3 years from the date of delivery.
5-Year Extended Warranty: Extends coverage to 5 years, ideal for critical applications requiring long-term reliability.
Custom Plans: Tailored warranty extensions for large-scale deployments or specific project needs.
To purchase an extended warranty, contact our sales team at [email protected] within 90 days of product delivery. Pricing and availability may vary based on the product and region.
Warranty Claim Process
Verify Eligibility
Confirm that your product is within the warranty period and the issue is covered under the warranty terms.
Contact Support
Reach out to our support team via:
Email: [email protected]
Online Portal: Submit a warranty claim through our website’s support section. Provide the following details:
Product model and serial number (found on the product or purchase documentation).
Proof of purchase (e.g., invoice or receipt).
A detailed description of the issue, including any error messages or symptoms.
Receive RMA Number
Our team will review your claim within 48 hours and issue a Return Merchandise Authorization (RMA) number if approved.
Ship the Product
Package the product securely, including all original accessories, and ship it to the designated repair center with the RMA number clearly marked. Shipping instructions will be provided.
Resolution
Once received, we will diagnose the issue, repair or replace the product, and return it to you. Typical turnaround time is 7-14 business days, depending on the issue and location.
Additional Support Services
- Technical support
- Other support
- Maintain knowledge
Our warranty service includes complimentary technical support to help diagnose and resolve issues:
Remote Diagnostics: Our team can perform remote troubleshooting via secure connections to identify software or configuration issues.
Firmware Updates: Free updates to improve performance or address known issues, available via our website or support team.
User Assistance: Guidance on proper use, maintenance, and troubleshooting to prevent issues.
Contact our support team via email, phone, or online portal for assistance.
For products outside the warranty period, we offer:
Paid Repair Services: Competitive pricing for repairs, with detailed quotes provided before work begins.
Refurbishment: Options to restore products to like-new condition, including recalibration and component replacement.
Trade-In Programs: Upgrade to newer models with trade-in credits for older equipment (availability varies by region).
To maximize the lifespan of your thermal imaging products and minimize warranty issues:
Lens Care: Clean lenses with a dedicated lens cleaning solution and microfiber cloth to avoid scratches.
Storage: Store products in a dry, dust-free environment, ideally in the provided protective case, at temperatures between -50°C and +70°C.
Battery Maintenance: Charge batteries regularly, avoid full discharges, and store at 50% charge for long-term storage.
Periodic Calibration: Schedule calibration every 12 months or 1000 hours of use to maintain image accuracy (contact support for scheduling).
Firmware Updates: Install updates promptly to ensure optimal performance and compatibility.
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