1. After-Sales Service Policy – General Terms and Conditions
The Hollyland product after-sales policy only applies to the original purchaser for personal or professional use. The after-sales policy does not apply if the product is resold to another party.
1.1 Service Scope
Warranty coverage includes repairs, replacements, and returns for products having performance malfunctions under normal use or material, process, or manufacturing defects, provided that the product is within the warranty period. The warranty period for the product starts from the purchase date shown on your receipt.
1.2 After-Sales Service Request
Please contact the appropriate Hollyland after-sales service team if the product does not perform as described or intended during the warranty period.
Hollyland may not be able to provide after-sales services outside of our service network, and the after-sales service policy may vary based on location. Services outside the regular service scope may be subject to special handling costs. Please contact Hollyland for area-specific information.
1.3 After-Sales Service Procedure
Initiate the Hollyland service process described above.
Back up all product applications and data and make sure they are secure. Hollyland is not responsible for any data loss during product use or repair.
Provide the necessary documentation to facilitate the service, such as providing device keys or passwords, as well as written problem descriptions, photos, and videos that clearly illustrate the failure.
Remove all commercial and personal information protected by law from the product, or inform the service provider of the nature of such information at the time of the warranty request if such information cannot be removed from the product.
Do not include any unnecessary hardware, wires, cables, or other accessories with the product to be repaired. Please contact Hollyland in advance, if necessary, and attach a list of any items included with the product returned for repairs.
Choose your shipping method and carrier carefully. We recommend purchasing shipping insurance for the product.
1.4 Hollyland’s Solutions
Always be prepared to clearly describe the product problem in detail when contacting Hollyland.
Hollyland technical support engineers will try diagnosing and resolving your problem via telephone, email, or remote assistance. Hollyland will assist you with any required downloading and installing of specific software for updates.
If you are required to send the product to the after-sales center designated by Hollyland for further inspection if your problem cannot be resolved via telephone, email, or software updates, Hollyland will provide a warranty service based on the warranty covering the product. The service types are specified in the after-sales service list below.
1.5 Product & Parts Replacement
If the warranty service involves the replacement of the actual product or any of its parts, the product and parts replaced shall become Hollyland’s property, and the replacement product or parts shall become your property. The warranty does not cover altered Hollyland products and parts.
Replacement products or parts provided by Hollyland may not be new; however, they should be in like-new working condition and perform the same as what is being replaced. The replacement product or parts are covered by the same warranty under the original product’s remaining warranty period. The replacement product will have a different SN than your original product or parts.
1.6 Use of Personal Contact Information
Authorizing the warranty service, under these terms, means you authorize Hollyland to store and use your contact information, including your name, phone number, email address, and return address. Hollyland may use the information to provide the services under this Policy. We may also contact you as a service follow-up and ask whether you are satisfied with our services. We may also contact you regarding future product safety issues.
1.7 Exceptions
This After-Sales Service Policy does not cover the following circumstances:
● The warranty of the product has already expired.
● There is a failure or damage caused by misuse, accident, alteration, improper physical or operational environments, force majeure, power surges, immersion in water, or improper maintenance or storage.
● There is a failure or damage caused by any third-party products, parts, software, services, or operation.
● It is determined that any wear and tear, discoloration, and consumption of the product that may occur is due to normal use.
● The product functions as designed and meets specifications.
● Data loss or corruption is not the responsibility of Hollyland.
● There is a failure caused by consumables, such as batteries or protective films, that wear out over time, unless it is determined that the failure is otherwise caused by a material or manufacturing defect.
● A valid warranty certificate or original purchase receipt cannot be provided. The product’s SN label shows signs of tampering, replacement, or alteration. The product does not have a SN, or the product model or number on the warranty certificate does not match the actual product.
● It is determined that the product was not operated in accordance with the accompanying instructions and operating manual, or was used in a way or exposed to an environment that it was not designed for, or any other unforeseen circumstances determined by Hollyland.
● Warranty does not cover completeness and appearance of the product and any questions about any nonconformity needs when accepting the product.
1.8 Limitations of Liability
Hollyland is only responsible for product losses or damages if the product is in Hollyland’s possession or being transported by Hollyland.
Hollyland is not responsible for the loss or disclosure of any data stored within the product, including confidential, proprietary, or personal information.
Hollyland, its affiliates, suppliers, distributors, and service providers shall not be liable under the following circumstances, regardless of whether they have been advised of the possibility of such circumstances, whether any of the remedies provided in this policy are in effect, or whether your damage claims are based on contract, warranty, negligence, strict liability, or any other theory of liability:
Third-party damage claim against you
Damage to, corruption of, or disclosure of your data
Special, incidental, indirect, or consequential damage, including but not limited to loss of profits, business income, goodwill, or anticipated savings
Hollyland, its affiliates, suppliers, distributors, and service providers are only liable for direct user losses up to the amount paid for our products, regardless of the cause of the losses.
The limitations of liability provided above only apply to the extent permitted by law and do not apply to any liability that cannot be excluded or limited by contract or otherwise pursuant to the law.
1.9 Other Rights
This warranty offers you additional specific rights. You may also have other statutory rights based on applicable laws in your country, area, or jurisdiction. You may also have other rights provided in your written agreement with Hollyland. Nothing in this warranty will affect statutory rights that cannot be waived or limited by contract, including rights granted to consumers under laws or regulations governing the sales of consumer goods.
2. After-Sales Service Types
Hollyland offers the following after-sales services under warranty: returns, replacements, and repairs. Please contact a Hollyland after-sales service center or an authorized Hollyland agent for more information.
2.1 Return or Replacement
You may request a return or replacement if one of the following conditions is met:
You find that the product is materially different from the product description in one or more respects within 30 calendar days of receiving the product.
You find that the product has a manufacturing defect within 30 calendar days of receiving the product.
We have the right to refuse your replacement request in the following circumstances:
Your replacement request is made later than 30 calendar days from the date you receive the product.
You fail to provide any proof of purchase or receipts or if the receipt appears altered when you are requesting a product replacement.
The product is returned incomplete or has visible damages due to neglect or misuse.
The returned product is found to have no quality defects after being tested by the Hollyland technical support engineer.
There are signs of damage, burning, and foreign objects (including water, oil, and sand) that have caused the product quality defects. The quality problem is caused by improper installation and improper use or operation as per the official instructions or manuals.
The product labels, product SN, waterproof mark, and anti-counterfeiting mark are torn or altered.
The product is damaged by force majeure, such as fires, floods, lightning strikes, or traffic accidents.
You fail to send the product back to Hollyland within 15 calendar days after confirming the replacement service.
You fail to provide proof of damage issued by the shipping company for the product damaged in transportation during the replacement process.
Any other circumstances outlined in the policy.
2.2 Repair
You may request a product repair for any performance malfunctions occurring within the valid product warranty period. Please refer to the warranty period form for major product components for details.
Free warranty repairs will only be provided if the following conditions are met:
There are design malfunctions that impact performance while the product has been used normally during the warranty period since the time of purchase.
There are no visible signs of unauthorized disassembly, alteration, or application not covered in official instructions or manuals.
A valid proof of purchase, receipt, and order number is provided.
The following are not covered by the free warranty service:
Damage caused by non-product quality defects, including damage from being dropped, impact damage, and other physical damage
Damage caused by unauthorized alteration, disassembly, or opening of the case that is not covered in official instructions or manuals
Water damage or other damage caused by improper installation, improper use, or operation in a manner not covered in official instructions or manuals
Damage caused by self-repair or parts installed in a manner not covered in official instructions or manuals
Damage caused by unauthorized alteration of circuits or mismatch or misuse of the batteries and chargers in a manner not covered by official instructions or manuals
Damage caused by installation or filming in a manner not covered by official instructions or manuals
Damage caused by operations in extreme conditions, such as extreme heat, extreme cold, or storms
Damage caused by reliability or compatibility issues when the product is used together with third-party parts not certified by Hollyland
Quality defects that are caused by low power or inadequate discharge when poor-quality batteries are used
Torn or altered SN, identification label, and other product authenticity labels
Failure to send the product back to Hollyland within 15 calendar days after confirming the repair service
2.3 Supplementary Notes
Return, replacement, and repair services during the warranty period may vary based on products and locations.
You are required to send the defective product back to a Hollyland authorized agent or service center, who will test the returned product for malfunctions to determine who is responsible for the damage. Hollyland will assume inspection, material, labor, and logistics fees for the product with confirmed quality defects.
If the product does not meet warranty conditions, you may choose to either pay for the repair or have the original product shipped back to you.
We will charge appropriate inspection fees, replacement parts fees, testing fees, labor fees, and logistics fees accordingly if the product repair is not covered by the warranty (an example would be accidental damage to the product).
Back up your personal data as data may be lost during product repairs.
You shall assume all losses due to an incorrect shipping address provided or if the recipient refuses to accept the parcel.
You shall obtain Hollyland’s consent if you intend to ship products overseas and will be required to pay any corresponding taxes, duties, and customs clearance fees incurred.
Hollyland may not be able to provide repair services for severely damaged products it deems uneconomical to repair and will provide replacement services instead. Please acknowledge this before deciding whether to return a product.
To safeguard your normal rights, please check whether products are in good condition (such as whether there is any damage caused by transportation) before signing for them. Please report any product defects to us within 7 days of signing for the receipt of the parcel. Products damaged in transportation will need to be reported to Hollyland technical support within 24 hours according to the logistics provider’s claim process, and late reports will not be accepted.
