1. General Terms
The Hollyland Product After-Sales Service Policy only applies to Hollyland products purchased for personal use and not for resale.
1.1 What is Covered
In cases where product performance failure occurs due to material, craftsmanship, or manufacturing issues under normal usage and maintenance conditions during the warranty period, we offer repair, replacement, or return services. The warranty period for the product commences from the purchase date. If you cannot provide valid documentation of your purchase from Hollyland’s official channels or authorized dealers, the warranty period will default to 90 days from the product’s manufacturing date.
1.2 How to Seek After-Sales Services
If your product fails to deliver the promised functionality during the warranty period, please contact Hollyland for after-sales support.
Please be aware that Hollyland may not provide after-sales services in certain regions, and the content of the after-sales service policy may vary by location. Services beyond the standard scope may be subject to additional charges. For local information, please get in touch with Hollyland.
1.3 Preparations Before Seeking After-Sales Services
Before seeking after-sales services for your product, please adhere to the following agreements:
a. Follow Hollyland’s service procedures.
b. Back up all programs and data contained in the product or ensure their safety. Hollyland is not liable for any losses caused by data loss during usage or maintenance.
c. Provide necessary support and cooperation to facilitate our service, including supplying system keys or passwords and a detailed description of the issue.
d. Remove all legally protected business and personal information from the product. If you cannot remove such information from the product, please inform the service provider when seeking warranty service.
e. Unless necessary, please avoid including peripheral hardware, cables, and so on when sending the product for repair. If there is a special need, please contact Hollyland in advance and enclose a relevant list to prevent unnecessary losses.
f. Exercise caution when selecting the shipping method and carrier. It’s recommended to purchase shipping insurance.
1.4 Hollyland’s Solution
After contacting Hollyland, please provide a detailed description of the issue with your product.
Hollyland’s technical support personnel will attempt to diagnose and resolve your problem through phone, email, or remote assistance. Hollyland may guide you to download and install specific software updates.
If your issue cannot be resolved via phone, email, software updates, etc., you will need to send the product to Hollyland’s designated after-sales service center for further diagnostics. Hollyland will arrange service according to the type of warranty service the product is entitled to, as specified in the “Types of After-Sales Services” section below.
1.5 Product and Component Replacement
If the warranty service necessitates replacing products and components, the replaced items will become Hollyland’s property, while the replacement products and components will be your property. Replacement of Hollyland products and components is only permissible if they remain unaltered.
The replacement products or components provided by Hollyland may not be brand new but will be in good working condition and at least equivalent in performance to the replaced parts. The replacement products or components will retain the same warranty service for the remaining duration of the original product. The replacement products or components will be assigned a new serial number (S/N).
1.6 Use of Personal Contact Information
By seeking service under this warranty agreement, you authorize Hollyland to store and use your contact information, including your name, phone number, email address, and physical address. Hollyland may use this information for services under this policy. We may contact you to inquire about your satisfaction with our services or to notify you about any product safety issues. To achieve these goals, you grant Hollyland permission to transfer your information to any country or region where we conduct business and may provide it to agencies representing us.
1.7 What is Not Covered
This after-sales service policy does not cover the following situations:
a. Cases that exceed the specified warranty period.
b. Failures or damages resulting from misuse, accidents, modifications, inappropriate physical or operational environments, force majeure, power surges, water ingress, improper maintenance or storage.
c. Failures or damages caused by third-party products, accessories, software, services, or actions.
d. Normal fading, wear and tear occurring during product usage.
e. Products that are fully functional and operational.
f. Data loss or damage.
g. Consumable components, such as batteries or protective films, that naturally degrade over time, unless the failure is due to material or manufacturing defects.
h. Inability to provide a valid warranty certificate and original purchase invoice or receipt, or the serial number label on the product is altered, replaced, torn, or mismatched.
i. Use of the product doesn’t follow the provided instructions or manuals, or the use of the product is not for its intended purpose or in the designated environment, or any other circumstances determined by Hollyland after verification to be a violation of the instructions.
j. Product completeness and appearance are not covered by the after-sales service policy and should be inspected upon receipt of the product.
1.8 Limitation of Liability
Hollyland assumes responsibility for the loss or damage to the product only under the following circumstances: when the product is in Hollyland’s possession or during transport for which Hollyland is responsible.
Hollyland is not liable for any loss or leakage of data contained within the product, including confidential, proprietary, or personal information.
For the following situations, Hollyland and its affiliated companies, suppliers, distributors, or service providers will not be responsible, regardless of whether the remedies provided in this document fulfill their fundamental purposes and whether the claims are based on contract, warranty, negligence, strict liability, or any other liability theories, even if the possibility of such circumstances has been known:
a. Third parties making damage claims against you.
b. Loss, damage, or leakage of your data.
c. Special, incidental, indirect, or consequential damages, including but not limited to loss of profits, business revenues, reputation, or anticipated savings.
Irrespective of the cause of damage, Hollyland and its affiliated companies, suppliers, distributors, or service providers’ total liability is limited to the direct losses you have actually incurred, and not more than the amount you paid to purchase the product.
The above limitation of liability applies only to the extent permitted by law and does not apply to liability that cannot be excluded or limited by contract or other means as required by applicable law.
1.9 Your Other Rights
This warranty statement grants you additional specific rights. You may also have other statutory rights, depending on the laws and regulations in your country/region or jurisdiction. Depending on the written agreement between you and Hollyland, you may have additional rights. Nothing in this warranty statement affects those statutory rights that cannot be excluded or limited by contract, including rights granted to consumers under laws or regulations governing consumer goods sales.
2. Types of After-Sales Services
Hollyland provides the following after-sales services: return service, exchange service, and warranty service. For more detailed information, please contact Hollyland’s after-sales service center or Hollyland authorized dealers.
2.1 Conditions for Requesting Returns or Exchanges
• Within 30 natural days from receiving the product, you discover significant deviations from the original product description in one or more critical aspects.
• Within 30 natural days from receiving the product, you encounter non-human-caused performance failures.
We reserve the right to reject a request for exchange in the following circumstances:
o The request is made more than 30 natural days after the receipt of the product.
o You cannot provide a legitimate purchase receipt or document, or if the receipt is forged or altered.
o The product is incomplete or has external damage caused by human factors.
o After inspection by Hollyland’s technical support department, the product is found to have no quality issues.
o Product quality problems arising from non-product quality issues, such as damage, burning, intrusion of foreign substances (water, oil, sand, etc.), incorrect installation, and usage contrary to the instruction manual.
o Torn or altered labels, product serial numbers, waterproof labels, anti-counterfeiting marks, etc.
o Damage caused by force majeure, such as fires, floods, lightning strikes, traffic accidents, etc.
o After confirming the exchange service with Hollyland, the corresponding item is not shipped within 15 natural days.
o Requesting an exchange due to transport-related damage but failing to provide a transport company-issued damage certificate.
o Other circumstances as described in the policy.
2.2 Applying for Warranty Service
If your product experiences a performance failure within the valid warranty period, you can apply for product warranty services. Refer to the “Warranty Period Table” for the warranty periods of main components.
To qualify for free warranty service, the following conditions must be met:
• The product, which has experienced non-human-caused performance failure, must be used normally within the specified product warranty period from the date of purchase.
• No unauthorized disassembly, no modifications or additions not instructed by official instructions, and no other non-human-caused failures.
• A valid purchase proof, documents, and order number must be provided.
The following situations do not fall within the scope of free product warranty service:
o Incidents of damage caused by non-product quality issues, such as falling, collision, or damage.
o Damage caused by unauthorized modifications, disassembly, or opening of the product not guided by official instructions.
o Damage or water ingress due to incorrect installation, usage, or operation contrary to the instruction manual.
o Damage caused by self-repair or accessory assembly without official guidance.
o Damage caused by non-official circuit modifications or improper use of battery packs and chargers without official guidance.
o Damage resulting from installations and usage that do not follow the product’s user manual.
o Damage caused by the use of equipment in extreme environmental conditions, such as extreme high or low temperatures, heavy rain, etc.
o Damage resulting from reliability and compatibility issues when used simultaneously with non-Hollyland certified third-party components.
o Damage due to insufficient power supply when the battery is low or the use of faulty batteries.
o Signs of serial numbers, factory labels, or other markings being torn, altered, or removed.
o Failure to send the relevant items within 15 natural days after confirming warranty service with Hollyland.
2.3 Additional Information
• Due to product variations in different countries, return, exchange, and warranty services during the warranty period may differ.
• Users are required to send the problematic product to Hollyland’s authorized dealer or Hollyland’s after-sales service center. After receiving the faulty unit, a diagnostic test will be performed to determine the cause of the problem. If the issue is attributed to the product’s inherent quality defect, Hollyland will cover the cost of diagnostics, materials, labor, and delivery.
• If, after diagnostics, the product does not meet the criteria for free repairs, the customer may choose to pay for the repair or have the original unit returned.
• If the issues with the product are not within the warranty coverage (such as damage caused by human factors), we will charge corresponding diagnostic fees, component replacement costs, testing fees, labor costs, and delivery fees based on the specific problem.
• Please note that product repairs may result in data loss. We recommend that you back up your data before sending your product.
• If the shipping address provided by the customer is incorrect or if the recipient refuses to accept the shipment, the customer will be responsible for any resulting losses.
• If you wish to return a product across international borders, you must obtain Hollyland’s approval, and you will be responsible for any customs and clearance expenses.
• In cases of severe product damage that renders it not cost-effective to repair, Hollyland may be unable to provide repair service and may instead offer an exchange service. Please be aware of this and make your decision accordingly.
• To ensure your rights and interests are protected, please inspect the product for any damage upon receiving it (whether due to transportation or other reasons). If there is any issue with the product, please report it to us within 7 days from the date of receipt. According to the logistics claim management procedures, you must contact Hollyland technical support within 24 hours to file a report in the event of goods being damaged due to transportation; otherwise, your claim may not be accepted.
