Return & Replace

The following warranties are available to users who purchase Robofinity branded products through official crowdfunding platforms, official websites or authorised dealers. The following warranty is not available to users who purchased the product from a non-authorised third party. Thank you for your understanding and support!

Returns

Within 7 calendar days of receipt of the product, you may request a return service if the product is faulty or damaged in a way that is not caused by human error. After confirming the return service with us, the user should return the complete product and packaging, including additional gifts.

Return service will not be provided in the following cases:

×x Requests are made more than 7 calendar days from the date of receipt.
×x Products that have been inspected by our quality department and have no quality issues.
×x The user fails to send the product within 7 calendar days after we have issued the confirmation of return service.
×x The User does not return the Product(s) and packaging intact, or any item is not in new or nearly new condition, i.e., cracked, dented, or scratched.
×x Proof of purchase or invoice is not provided or reasonably suspected to have been forged or altered.
×x Product labels, serial numbers, etc. show signs of tampering or modification.
×x Failure or damage caused by failure to use and care for the equipment in accordance with the user manual.
×Malfunction or damage caused by forced use of the equipment under abnormal conditions of use.
×x Failure or damage caused by unauthorised disassembly, repair or modification.
×Failure or damage caused by force majeure.
×x Failure or damage caused by problems other than the product’s own design, manufacture and quality.

Note about return address:

First contact customer service to confirm the return, will notify the return address by email to inform consumers of the return.

Replacement

Within 15 calendar days from the date of receipt of the product, you may request a replacement service in the event of a non-human-caused malfunction or damage to the product. After we send a confirmation of the replacement service, the user should send back the complete product and packaging for replacement.

Replacement service is not available in the following cases:
× Required more than 15 calendar days from the date of receipt.
× Products that have been inspected by our quality department and have no quality issues.
×The user does not send the product within 7 calendar days after we send the confirmation of the replacement service.
×x The user fails to send back the complete product and packaging.
×x Proof of purchase or invoice is not provided or is reasonably suspected of having been forged or altered.
×x Product labels, serial numbers, etc. show signs of tampering or modification.
×x Failure or damage caused by failure to use and care for the equipment in accordance with the user manual.
×Malfunction or damage caused by forced use of the equipment under abnormal conditions of use.
×x Failure or damage caused by unauthorised disassembly, repair or modification.
×Failure or damage caused by force majeure.
×x Failure or damage caused by problems other than the product’s own design, manufacture and quality.

Service instructions

1. Users need to contact customer service (via service@bestcarthermalcamera.com) before obtaining after-sales service. If it is confirmed that the product needs to be sent back for testing, please send the product within 7 calendar days and notify the customer service of the relevant courier information. If the user does not notify the customer service in advance, we will refuse to sign for the parcel. 2.
2. The user is required to pay the shipping costs in advance, which is based on the principle of payment by the party at fault.
3. the user is responsible for the wrong address, additional shipping costs, labour costs and loss of the parcel.