Standard After-sales Service Protocol
Beijing IRtouch Systems Co., LTD (Referred as IRTOUCH bellow) makes the following service commitments to our customer. To ensure timely services provided by customer service center, please learn our after-sales service contents.
With the good faith doctrine, to provide satisfactory after-sales service for our customers, IRTOUCH commits to provide after-sales service ordinance as follows:
Services Ordinance as follows:
1. Product warranty period: IRTOUCH provided 12 months warranty and lifetime paid maintenance services for IRTOUCH products.
2. Normal quality defective product (Non-human caused defect) under warranty needs authorized return and repair code as DOA or RMA:
DOA: Goods shipped less than four weeks or just out-of-the-box has quality problem. IRTOUCH provides free replacement or repair depending on the circumstances, replacement or maintenance standards as new product (including the appearance and performance of the product).
RMA: Goods shipped more than four weeks and within warranty. IRTOUCH could cover single freight cost of repair. IRTOUCH provides the product maintenance, products appearance not controlled.
3. Paid maintenance service: Defective goods shipped more than 12 months, or non-quality defect caused by man-made damage, inappropriate operation.etc, IRTOUCH provides paid service for material and labor cost, charging price according to the“After-sales Service Charging Standard”， IRTOUCH does not cover any fee of repair.
4. If the product, returned and repair within the warranty had stopped production or damaged seriously, could not be repaired, IRTOUCH provides replacement similar as the original product specifications.
5. If the product returned and repair was out of the warranty had stop production or damaged seriously and can’t be repaired, IRTOUCH keeps the right of don’t providing maintenance any more.
6. Accessories are not covered by the after-sales service warranty and maintenance scope, such as CD-ROM, extension cable, touch pen, etc.
7. Wrong orders placed by customer can’t provide return and exchange, and are not covered by the after-sales service warranty and maintenance scope.
8. The defect product is due to customers’ using environment or worry operation is not within IRTOUCH after-sales scope.
9. IRTOUCH only bears the products repair and transportation costs within the warranty. Other costs are not covered by IRTOUCH, such as tariffs, customs clearance fees, storage fees, non-IRTOUCH facilities related costs.
10. When IRTOUCH declared to cover freight, the customers should contact IRTOUCH and use the IRTOUCH assigned way of transport and logistics. The product returned but damaged in transportation of using the non-original package is not within IRTOUCH after-sales service scope.
11. If the customer returned products not attached accessories, the IRTOUCH would not provide accessories after repair.
12. If the customer singed non-standard after-sales service agreement, IRTOUCH provide service according the items on the agreement.
13. Other terms not listed here needs to discuss with IRTOUCH and IRTOUCH keeps the right of explanation.
1. This ordinance only applies to the IRTOUCH products purchased through formal channels.
2. Violation of this ordinance could be executed according to national laws and regulations.
3. The revise and interpretation right belongs to IRTOUCH.
4. This ordinance is applied to the product purchased after March 1st 2013.
Repair and Return Process:
1. Customer should contact IRTOUCH Customer Service Center and get the return authorization code before sending the goods. The returned package should have IRTOUCH Goods Return Form inside, or IRTOUCH have the right do not accept or reject the package.
2. Return authorization code contains RMA (Return Material Authorization) and DOA (Dead On Arrival).
3. When get the return authorization code, also IRTOUCH needs your address, logistic information, etc.
4. Return authorization code is valid for 45 days.
5. Please make sure the returned product quantity in IRTOUCH Goods Return Form.
6. If you another one had to be returned, please contact IRTOUCH to get another new return authorization code.