After-sales Service Policy
1. Warranty Conditions
- The product is covered under warranty service if it meets all the conditions below:
- 1. For the user that has a purchase certificate (receipt or invoice): The warranty period is 180 days after the purchasing date listed on the certificate/invoice/receipt.
For the user that has no purchase certificate/invoice/receipt: The warranty period is 240 days after the Production Date.
For users of FPV products, the warranty period is 90 days after the purchase. Hobbywing will only provide repair service as per warranty code or other valid
purchase certificate (receipt or invoice) for free, no free replacement service will be provided even if the FPV product is still under warranty.
- 2. The warranty is due to factory defects in materials or workmanship that will be judged by our technical staff upon inspection of the goods received.
- 3. The warranty code on the ESC must be visible.
- Remarks: For the product that has lapsed it’s warranty period and has been repaired in the past, will also offer 60 days’ guarantee on the repair (the 60 days cover will begin after the goods have been returned to the customer (Date of return)
2. Non-warranty Conditions
- The product will have its warranty void if any of the following conditions are founded (we call it non-warranty service).
- 1. The 240 days warranty period or 180 days purchase period has lapsed.
- 2. The user disassembled or changed/modified the internal structure of the product.
- 3. The product was damaged due to incorrect use (exposure non-waterproof product to water or any other liquid, hit, knock or crushed etc.)
- 4. The warranty code on the product is not visible or removed
- 5. The RTR & RTF series (matched versions for RC model manufacturers, non-retail versions, and the products labeled with the RTR or RTF label) will not enjoy the same after-sales service as Hobbywing’s retail products do; that’s Hobbywing will not provide customer service to the end users of non-retail products.
3. Shipping Cost
- 1. For customer’s in China: If the product is covered under warranty, the shipping cost from customer to Hobbywing is paid by the customer, in return Hobbywing will pay for the shipping cost for returning the repaired product to the customer.
- 2. For customer’s outside of China: Whether the product is covered under warranty or not, all the shipping costs are paid by the customer. And, please contact Hobbywing’s distributors in your country for the warranty and non-warranty service to avoid the expensive shipping cost.
- 3. For customers who require software upgrades and cannot complete the software upgrade themselves please contact your local retailer or distributor, all shipping costs are paid by the customer.
- Note: Please always use services in which have a tracking facility to ship the defective product back to Hobbywing, for example, DHL, FEDEX, UPS or a Registered mail service with tracking facilities are recommended. As soon as you have shipped the products back to hobbywing please email hobbywing with your tracking number details so we can follow the delivery. Please keep in contact with Hobbywing’s after sales service department via email for regular updates on the status of your repair.
4. After-sales Service Procedure:
- 1. If the product is non-serviceable and is confirmed to be defective, please contact our CS (Customer Service) department by telephone, Email, MSN, QQ etc.
- 2. Our CS department will check if the damaged product is due to incorrect use.
- 3. If our CS department confirms that the defected product needs repair, the customer should fill out the 《WARRANTY AND NON-WARRANTY SERVICE FORM》 and then send it together with the defective products and the original purchase certificate (invoice/receipt) to Hobbywing’s address (For the users that cannot print the 《WARRANTY AND NON-WARRANTY SERVICE FORM》, please send a paper noted with the user name, address, contact information, a small description of the symptoms that are occurring with the product and special requirements that are need for the repair )
- 4. Hobbywing evaluates the damage and the cosmetic appearance of the products and will contact the customer by phone or e-mail about the repair fees and payment Information, if the customer agrees with the repair fees; Hobbywing will repair the product immediately upon payment of the repair fee.
- 5. Hobbywing will contact the customer to confirm their contact information(consignee, phone number and address etc) and send the products back to customer as soon as possible.(Hobbywing will repair the defected products within 5 working days and make arrangements in a prompt manner to return the product together with the original purchase certificate/invoice/receipt to the rightful owner ) Please note no product will be repaired or shipped to the customer/rightful owner unless the repair fee has been paid (only the shipping fee is applicable for warranty repairs no repair fee)
5. The Address of Hobbywing’s C/S Department
- Building 4, Yasen Chuangxin Hi-tech Industrial Park, 8 Chengxin Road, Baolong Industrial Town, Longgang District, Shenzhen, China
- Contact Person：Miss Xie
- E-mail: email@example.com
- Skype: cshobbywing