After-Sales Service

After-sales Service Policies/Support Offerings

As a thermal imaging technology provider based in Wuhan, China, we are committed to delivering exceptional after-sales service to ensure your thermal imaging sights, cores, and lenses maintain optimal performance. Our comprehensive after-sales support includes warranty coverage, technical assistance, repair services, training, and compliance guidance, designed to provide a seamless. Below are the details of our after-sales service policies and support offerings.

After-Sales Service

Warranty Policy

We offer robust warranty coverage for all thermal imaging products to ensure peace of mind.

Thermal Imaging Sights, Cores, and Lenses: 1-year limited warranty from the date of purchase, covering material and manufacturing defects.
Accessories (e.g., batteries, mounting brackets): 6-month limited warranty from the date of purchase.
Warranty Conditions: Applies to defects under normal use; damages from misuse (e.g., drops, water immersion, or unauthorized disassembly) are not covered.

Submit Warranty Claim

Contact us the online form on our website, providing proof of purchase (invoice or order number) and product serial number.

Initial Assessment

Our technical team will respond within 3 business days to confirm the issue and provide a preliminary diagnosis.

Return Product

Follow instructions to ship the product to a designated global repair center (customer covers shipping costs unless confirmed as warranty-eligible).

Repair or Replacement

Warranty-covered products will be repaired or replaced within 7-14 business days of receipt, with return shipping covered by us.

Status Tracking

Monitor warranty progress via email updates or our online platform.

Optional 1-year or 2-year extended warranty plans are available for core products (sights, cores, lenses) to prolong protection.
For pricing and details, contact [email protected] or call +86-123-456-7890 for a quote.

We provide multi-channel, multilingual technical support to help customers resolve issues quickly and optimize equipment performance.

After-Sales Service

Technical Support

Live Online Support: Connect with our technical team via website live chat (Monday–Friday, 9:00 AM–5:00 PM, China Standard Time).
Email Support: Send inquiries to [email protected] for a response within 24 hours.
Phone Support: Call +852-4627-5741 (Monday–Friday, 9:00 AM–5:00 PM, China Standard Time), available in Chinese, English, and other major languages.
Remote Diagnostics: Secure remote connections to assist with equipment troubleshooting and solutions.

Installation and Setup: Detailed installation guides, video tutorials, and personalized support to ensure quick deployment.
Troubleshooting: Assistance with diagnosing hardware or software issues, offering repair advice or firmware updates.
Integration Support: SDK documentation and API references for developers integrating cores into drones, cameras, or other platforms.
Firmware Updates: Regular firmware releases to enhance performance, fix known issues, and add new features, available via website download or remote push.

Knowledge Base: Access our online support center for FAQs, user manuals, and technical whitepapers.
Video Tutorials: Watch videos on product operation, maintenance, and troubleshooting, with multilingual subtitles.
Community Forum: Join our global user community to share experiences and insights with other customers and experts.

After-Sales Service

Repair Services

We offer efficient, professional repair services to restore your equipment to peak condition.

Global Network: Authorized repair centers in Asia, Europe, and North America minimize shipping time and costs.
Original Quality: All repairs use certified original parts and undergo rigorous testing to meet factory standards.
Transparent Pricing: Non-warranty repairs come with detailed quotes, with work proceeding only after customer approval.

Contact Support

Submit a repair request via email ([email protected]) or phone, describing the issue and providing the product serial number.

Repair Assessment

Our technical team will confirm the need for return within 3 business days and provide a repair quote (for non-warranty cases).

Ship Equipment

Send the device to a designated global repair center (in China, Europe, North America, etc.), including the repair request form

Repair Execution

Repairs are completed within 7-14 business days of receipt using genuine parts, ensuring consistent performance.

Equipment Return

Repaired devices are shipped back via secure logistics, with online tracking available.

Maintenance Guidelines: Recommendations for regular care to extend equipment life.
Maintenance Packages: Customized maintenance plans for bulk customers, including periodic calibration and performance optimization.

We provide professional training for customers and distributors to maximize equipment efficiency and market competitiveness.

After-Sales Service

Training Services

Online Training: Flexible webinars or pre-recorded courses, available in multiple languages.
On-Site Training: Customized sessions for corporate clients or distributors, with locations negotiable.
One-on-One Guidance: Tailored technical support for specific projects or complex applications.

Product Operation: In-depth instruction on sight, core, and lens functionality, usage, and best practices.
Maintenance and Calibration: Techniques for equipment cleaning, firmware updates, and optical calibration to prolong lifespan.
Application Scenarios: Case studies and optimization tips for hunting, security, industrial inspections, and more.
Sales Techniques: Training for distributors on product features, customer needs analysis, and market promotion strategies.

Please contact your investment manager to register and indicate the training needs and number of people.
Online training is free; on-site training costs vary by location and scale.

After-Sales Service

Customer Feedback and Improvement

We value customer input to continuously enhance our products and services.

After-Sales Service